Focus on Value (Sales), Not Bureaucracy (Returns)

Focus on Value (Sales), Not Bureaucracy (Returns)

My recent experience returning a pair of shoes to Nordstrom was a perfect example of a company understanding my blog post, Small Wastes Get BIG Quickly. Nordstrom doesn’t actually have a formal return policy. Here’s what they say on their website about returns and...
The Great Training Robbery

The Great Training Robbery

I’d love to take credit for this provocative title, but, sadly, I can’t. This phrase was first used 45 years ago when a study showing little or no relationship between training and work performance was published. Most recently, it was used this past August for the...
The Road to Lean, Part 2: Improvement Culture

The Road to Lean, Part 2: Improvement Culture

In my post The Road to Lean, Part 1, I wrote about improving improvement and what it means to ‘do Lean.’ Specifically, we looked at improvement processes along three key dimensions, i.e., velocity, engagement and magnitude, and how the first two interacted. This time,...
Small Wastes Get BIG Quickly

Small Wastes Get BIG Quickly

I’m going to show you some numbers. And you’re going to want to see them sitting down. No, really. They’re going to be hard to believe. You’re going to see how small wastes get BIG very quickly. Specifically, I’m going to show you how minutes of wasted time turns into...
Are You a ‘Frog in a Well’?

Are You a ‘Frog in a Well’?

I spend a lot of time talking with people unfamiliar with Lean and, while I’m absolutely mad about the topic, these sessions can sometimes be very frustrating. Despite my best efforts, some people look just plain confused and others react with strong denial when I...
The Road to Lean, Part 1: Velocity vs Engagement

The Road to Lean, Part 1: Velocity vs Engagement

Every organization is improving; they have to. Consumers and patients want higher quality and better outcomes. Shareholders demand lower costs and higher profits. New laws and regulations require better compliance and performance. And every organization has a current...