Hospital Badge – Be Patient Scott McDuffee May 5, 2009 4 Blog Lean Leap to Health Care #5 (click for Part #4) by Scott McDuffee Why do we call a customer a patient in Health…
This is Broken = This is Waste Mark Graban Apr 26, 2009 0 Seth Godin at Gel 2006 on VimeoI really enjoy Seth Godin's writing, his books (including this one I recently read:…
Networking with Bison and Doctors Scott McDuffee Apr 21, 2009 2 Blog Lean Leap to Health Care #3 (click for Part #2) by Scott McDuffee It would seem to be an efficient method to…
Waste in BlackBerry Setup – Read WHICH First? Mark Graban Dec 9, 2008 1 Blog As with some (ok, many) of my complaints falls into the "nice to have these problems" category. That said, I had…
In Customer Service, Apologizing Does NOT Get to the Root Cause Mark Graban Oct 13, 2008 9 Blog Making the Most Of Customer Complaints - WSJ.com: Here's a good article from the WSJ about customer focus and…
Adventures in Customer Service, Looking for "Lean Solutions" Mark Graban Aug 19, 2008 5 Blog I was a big fan of the book Lean Solutions: How Companies and Customers Can Create Value and Wealth Together, but…
Tesco Understands Economics Mark Graban Jul 18, 2008 2 Blog Sir Terry Leahy: The 'Robert Mugabe of retail' bites back - People, News - The Independent First off, that's a…
Seth Godin sounds like Lean Solutions Mark Graban Jul 2, 2008 0 Blog Seth's Blog: Learning from frustrationOnce again, Seth Godin intersects with the concepts of the book Lean…
My Bitchin’, Toyota Mark Graban Mar 31, 2007 5 With apologies to the band the Dead Milkmen and their song "Bitchin' Camaro." Note the comma in my title,…
Appointments and Wasting the Customer’s Time Mark Graban Dec 21, 2006 0 No, I'm not complaining about the old "4 hour window" for service appointments. I ran into a new type of waste…
Quality of Work, Quality of Service Mark Graban Dec 4, 2006 2 I've been reading the book Managing The Professional Service Firm by David Maister, which is targeted toward the…
OK, So It’s Not the "Lean Travel" Blog Mark Graban Sep 19, 2006 2 Blog I know not everybody travels, so y'all might not be concerned about attempts to see lean (or NON lean) practices in…
AOL Wasting Their (Former) Customer’s Time Mark Graban Aug 9, 2006 0 Blog One of the key tenets of the Womack and Jones book "Lean Solutions" is "don't waste my time" (as a customer). Below…
Shingo Prize Winning Books Mark Graban Mar 12, 2006 1 Blog Financial News - Yahoo! FinanceSo is the Shingo Prize more indicative of book quality than it is for lean company…
New Q&A With Jim Womack Mark Graban Feb 15, 2006 3 Blog Here is the latest exclusive Lean Manufacturing Blog Q&A With Jim Womack, author of Lean Solutions and founder…