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Correct Info on the Phone Could Have Saved a Trip for DirecTV

Following up the DirecTV service call that I blogged about this morning, there was some clear, obvious waste that could have been avoided through better training. It makes you wonder how many billions of dollars are wasted across the country…

Mark Graban
August 11, 2010
7 Comments

Blog

The Hidden Cost of 100% Utilization: Bad Service and Long Waits

If your goal is long wait times and frustrated customers, design your system for 100% utilization. Whether it’s airlines, call centers, or healthcare, the same predictable pattern emerges: full capacity destroys flow. Drawing on queuing theory, Factory Physics, and Lean…

Mark Graban
August 2, 2010
29 Comments

Mark Graban on 20 Years Of Lean Podcasting, Thanks to Norman BodekJuly 16, 2026
Thanks for listening and for the kind words about the podcast and my first book.
Mark Graban on 20 Years Of Lean Podcasting, Thanks to Norman BodekJuly 16, 2026
Thanks so much for listening all these years Andy and thank you for all of the effort that it took…
Andy Wagner on 20 Years Of Lean Podcasting, Thanks to Norman BodekJuly 16, 2026
Congratulations on your 20th year! I’ve been listening from the start. I used to have to download podcasts onto my…
Jim Gatto on 20 Years Of Lean Podcasting, Thanks to Norman BodekJuly 16, 2026
Mark, Congratulations on this accomplishment! I didn't get on board until a few years after you started (maybe 2009), but…
Mark Graban on Eiji Toyoda on Mistakes: Give Your All, Then Write It DownJuly 6, 2026
Thanks for reading and commenting, Sid. I totally agree. When I teach about how best to react to mistakes (and…

Correct Info on the Phone Could Have Saved a Trip for DirecTV

The Hidden Cost of 100% Utilization: Bad Service and Long Waits

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