Great Visuals: Subway Maps

I’ve long been a fan of ease, which is a large reason why Lean management has always appealed to me—and why I’m such a fan[…]

Metrics-Based Process Mapping: What & How

Mike Osterling and my new book, Metrics-Based Process Mapping, appears to be striking a cord with many. Yesterday I held a webinar with the highest[…]

Consistency is Key

“In the unsexy tedium of daily operations, consistency is key.” This is a line from p. 107 of my new book, The Outstanding Organization. As[…]

Lean vs. Six Sigma Debate (Sadly) Rages On

As many of you know, I’m a passionate advocate of Lean management practices and the power of Lean in transforming organizations. So I grow weary[…]

Dear Chase Mortgage: Voice of the (Unhappy) Customer

Wednesday’s post featured a local business that I applaud for their Lean efforts. Great customer service, Lean layout, efficient processes, the whole nine yards. Today’s[…]

Start a Campaign for Clarity

…Well, I don’t mean literally. But if you don’t commit firmly to breaking bad habits, replacing them with new ones becomes more difficult. And accepting[…]

Co-location: Efficiency & Customer Ease

One of the hazards of being a  performance improvement practitioner and coach is that most of us see “opportunities for improvement” everywhere we go and[…]