An email from a friend, he and his company will remain anonymous.
“OK so it’s confession time. I’ve been reading your Blog fairly regularly here at work. We dabble in lean stuff here. Generally it’s frustrating reading an expert opinion on lean applications then watch dis-interested morons here try to apply it.
Anyway, as to why I am ruined. So I’m in line at Target to get a slushy. There was one couple ahead of me. One person at the register handling the order, shouting the order to the back where three more employees are randomly doing other things. There’s a problem with the gift card, the register person also responsible for filling the order doesn’t know how to use the gift card has to go and get the manager.
So instead of just getting upset that they are just painfully slow, I’m starting to think more in terms of queue times, revenue lost to slow service, not focusing on the customer, poor management and training blah, blah, blah!!! I’m ruined.
Thanks. It used to be so much simpler…”
I’ve learned that as you look for examples of “Everyday Lean” it’s more likely easy to find examples of “Everyday Waste” and non-lean behavior. It’s hard to turn off that part of your brain, but sometimes you have to!
Thanks for reading! I’d love to hear your thoughts. Please scroll down to post a comment. Click here to receive posts via email. Learn more about Mark Graban’s speaking, writing, and consulting.