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.

If you’re working to build a culture where people feel safe to speak up, solve problems, and improve every day, I’d be glad to help. Let’s talk about how to strengthen Psychological Safety and Continuous Improvement in your organization.