Hospital Badge – Be Patient
Lean Leap to Health Care #5 (click for Part #4) by Scott McDuffee Why do we call a customer a patient in Health Care? Is it because the customer must be patient given all the waiting? After almost two months…
Tag Lean Solutions
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This is Broken = This is Waste
Seth Godin at Gel 2006 on Vimeo I really enjoy Seth Godin’s writing, his books (including this one I recently read: Tribes: We Need You to Lead Us) and blog posts. His presentations are outstanding too. In this talk, he…
Networking with Bison and Doctors
Lean Leap to Health Care #3 (click for Part #2) by Scott McDuffee It would seem to be an efficient method to move into Health Care to PUSH my resume to as many potential employers as possible – thus increasing…
Waste in BlackBerry Setup – Read WHICH First?
As with some (ok, many) of my complaints falls into the “nice to have these problems” category. That said, I had some avoidable waste and frustrations in the process of transitioning from my old dropped-too-many-times Blackberry to a new BlackBerry…
In Customer Service, Apologizing Does NOT Get to the Root Cause
I walked into my hotel room after three nights of complaining about the internet and found a stuffed bear on the bed. “Beary Sorry,” it said. Hampton Inn logo on the chest. Next to it, a handwritten apology note. I’d…
Adventures in Customer Service, Looking for "Lean Solutions"
I was a big fan of the book Lean Solutions: How Companies and Customers Can Create Value and Wealth Together, but I’m not sure how much of an impact it’s had on the business world. There are still far too…
Tesco Understands Economics
Sir Terry Leahy: The ‘Robert Mugabe of retail’ bites back – People, News – The Independent First off, that’s a pretty nasty nickname, being called the Robert Mugabe of anything. I don’t know the whole history on that one, but…
Seth Godin sounds like Lean Solutions
Seth’s Blog: Learning from frustration Once again, Seth Godin intersects with the concepts of the book Lean Solutions: How Companies and Customers Can Create Value and Wealth Together. Seth writes about the Lean Solutions principle of not wasting the customer’s…
My Bitchin’, Toyota
With apologies to the band the Dead Milkmen and their song “Bitchin’ Camaro.” Note the comma in my title, though. It’s ironic that my first-ever customer experience with Toyota would have some hiccups along the way. About a month ago,…
Appointments and Wasting the Customer’s Time
No, I’m not complaining about the old “4 hour window” for service appointments. I ran into a new type of waste this morning. I had a plumber appointment, with a 10 to 12 noon window (which I am OK with).…
Quality of Work, Quality of Service
I’ve been reading the book Managing The Professional Service Firm by David Maister, which is targeted toward the management of professional firms: consulting, law, and finance for example. But, he has a concept that should resonate for any business: “Quality…
OK, So It’s Not the "Lean Travel" Blog
I know not everybody travels, so y’all might not be concerned about attempts to see lean (or NON lean) practices in the travel world. But, I travel almost weekly, so this is one “gemba” I see quite a bit. One…
