Adopting the Customer-Driven Mentality


Enterprise – NewsFactor Network

Here is a nice little article on the adaptation of lean principles and the Toyota Production System to service sectors, such as call centers. The article has a nice summary of pull vs. push, but also briefly touches on the cultural aspects of lean, the idea of moving away from a command-and-control environment to one where individual front line workers are “smartened up” (as opposed to dumbed down) to help drive improvements and to reduce waste.

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Mark Graban is an internationally-recognized consultant, author, and professional speaker who has worked in healthcare, manufacturing, and startups. His latest book is Measures of Success: React Less, Lead Better, Improve More. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. He also published the anthology Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also a Senior Advisor to the technology company KaiNexus.

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