Tag: Customer Focus

Iterating or Improving vs. Doing It Right the First Time

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I've added to a new post to my LinkedIn Influencers series: "The Ability to Iterate is Not an Excuse to Do It Badly...

Stephen Parry, on His Book ‘Sense and Respond,’ How Lean Engages...

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My guest for episode #170 is Stephen Parry, joining us from England. He is a keynote speaker at the upcoming Lean Kanban North America...

Lean or “Customer Development” – Get Out of the Office

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Thanks to Patrick Vlaskovits, a guest in my Podcast episode #99, for posting a photo of a Southwest Airlines magazine blurb about Steve Blank,...

It’s Harder to Tolerate Waste “When You Know What Good Looks...

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I recently "fired" my primary care physician. I'm lucky to not have to go to the doctor very often, but the last few times...

Lean, Value & Waste: Better to be Creative than to Cheat...

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I saw this article last week in the USA Today while traveling, with the online headline "Products nipped, tucked to save." That headline makes...

Living in Your Customers’ Shoes – Airport Car Rentals & Lessons...

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This might seem like a random topic, but what the heck, it's a Friday. I arrived in Orlando yesterday for the  Society for Health...

Presenting Lab Test Results in a More Visual Way – Lessons...

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Today's post isn't strictly about Lean, but I was reminded by a reader to mention something really cool that I saw in Wired Magazine...

10 Key Lean Mindsets for Healthcare

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I really enjoyed having the chance to be in Cincinnati yesterday to participate in a Lean Healthcare workshop put on by TechSolve, a non-profit...

Sorry I Can’t Help You, Mr. Customer – It’s Against the...

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It's sort of cliche' to complain about long lines at the U.S. Post Office , along with generally surly or disinterested employees. My buddy John...

Error Proofing a Voice Prompt System

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The other day, I had a DirecTV service tech coming to the house to make a repair (their customer service has been FAR better...

How to Design Poor Service: Expect 100% Utilization of People or...

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tl;dr: The blog post criticizes the focus on 100% utilization of resources in businesses like American Airlines and Verizon FIOS, arguing that it leads...

Porsche Drives Hospital Down Lean Road

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Article Link: "Shorter hospital stays through better coordination" Is Lean a global phenomenon, or what? Here is a story from a Korean news website (in...