Tag Archives: process design

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 attendance ever. People from 12 countries gathered to learn about how to use Metrics-Based Process … More ►

Posted in Lean, Operations | Tagged , , , , , , , , | Leave a comment

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 I’ve been giving book-related talks, receiving emails from readers, and working with clients on the journey … More ►

Posted in Management, Operations, Voice of the Customer | Tagged , , , , | Leave a comment

Hello Phone: Welcome Back!

A disciplined Lean thinker is always looking to improve his or her own personal efficiency and effectiveness. Lately I’ve had ample opportunity to explore how we’re using–or not using as the case may be–an “old-fashioned” tool: the telephone. Are you … More ►

Posted in Personal productivity | Tagged , , , , , , , , , , , , | Leave a comment