Here’s a great clip from Thursday’s episode of The Office. One of the new employees shows how he enters customer complaints into the computer and THEN has to fill out green comment cards. He asks why he has to fill out the cards if it’s already in the computer… Andy, the office manager, told him to “chillax…” such a wasted opportunity for Kaizen!
What examples of waste do you have in your work? Does your manager let you take action to reduce the waste or improve the system?
About LeanBlog.org: Mark Graban is a consultant, author, and speaker in the “lean healthcare” methodology. Mark is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. Mark is also the VP of Customer Success for the technology company KaiNexus. He lives in San Antonio, Texas.