Podcast: Play in new window | Download While at the Lean Startup Conference, I was able to speak with Hugh Molotsi, VP at Intuit Labs. In this Lean Leadership Interview, we discuss the role of Lean Startup and Design Thinking at Intuit. Part of that discussion also centers around giving everyone a voice in the […]
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Customer Experience and Lean
The Lean Startup
How Kiva.org Uses Lean Startup to Alleviate Poverty
Podcast: Play in new window | Download What is Kiva?Kiva is a non-profit organization with a mission to connect people through lending to alleviate poverty. Leveraging the internet and a worldwide network of microfinance institutions, Kiva lets individuals lend as little as $25 to help create opportunity around the world. On day 2 of the Lean […]
Day 1: Voices of Lean Startup Conference 2014
Podcast: Play in new window | Download I was very fortunate to have attended the Lean Startup Conference a few weeks ago. While there, I thought it would be great to hear from the attendees themselves. I wanted to see what their thoughts were on the conference and what their feedback was. So, I took […]
Lean Startup Conference 2014 Review
I was fortunate to attend this year’s Lean Startup Conference 2014. In this review, I want to discuss my expectations, my experience, and some general thoughts around what I learned, what I had hoped to learn, and what the broader Lean community can learn from the Leanstartup Movement. My Background I have a weird background. […]
Shmula Podcast: Eric Ries Leanstartup Interview
Podcast: Play in new window | Download I’m excited to present this interview I conducted with Eric Ries, the author of the Leanstartup. Eric’s background is in startups – having started a few himself, he wanted to find a way to reduce the risk inherent in startups. For him, a startup is a state of […]
Lean Publishing Interview with Peter Armstrong
Dr. Michael Balle has said that Lean is a Big Tent; which means, that there are several flavors and applications of lean, regardless of value stream. We’ve seen application of Lean in Branding, Kanban for Creative and Knowledge Work, Lean in Marketing and Sales, Lean UX, Lean Teaching, and now Lean in Publishing. To that […]
Customer Experience
LiquidWeb Dedicated Hosting and a Lesson in Customer Experience
Shmula.com gets a lot of traffic. I've been through the website hosting seesaw of trying different website hosting companies. After using shared hosting, I finally went with dedicated hosting through … [More]
Call Center Balancing Act: Cost and Customer Satisfaction
It's not a surprise that most call centers are very cost focused and not completely customer focused. There's an upside and a downside to this approach: on the one hand, call centers are traditionally … [More]
How to Game the Net Promoter Score
Among other philosophical questions you've pondered, I'm sure you've also asked yourself "How to Game the Net Promoter Score?". Well, I'm here to answer that question for you. How to apply an … [More]
Where’s My Pizza? Behind The Scenes at Domino’s Pizza Tracker
Domino's Pizza Tracker Process - A Behind the Scenes Look at what actually happens in the Domino's Pizza Kitchen and how the steps in the kitchen connects to the steps in the Pizza Tracker - the tool … [More]
Customer Service Awkward Moments: Live Human is Busy
Have you ever experienced an odd customer service moment? That was a trick question - of course you have. We all have. And, I just experience one yesterday. So, I'm naming this article "Customer … [More]
Lean Manufacturing
A Common Sense Approach with the 5S Tool
It is said that performance is related to housekeeping and workplace organization. It is a first step to improving operating results. The 5S Tool is a … [More]
Setting the Standard for Lean Quality in Healthcare
We define the word standard as “a level of quality or attainment.” In the practice of the Lean methodology, that carries significant weight and high … [More]
What About Value Stream Mapping?
Value Stream Mapping (VSM) is a crucial method in Lean Management. It is intended to analyze the current state, and design a future state, for a … [More]
Gemba Walks: Do You Walk the Walk?
Do you walk the walk or are you all talk? Understanding Gemba and the true purpose of Gemba Walks is crucial. Gemba is “where the work is done” or … [More]
Can You Handle Disruption?
Don’t make waves! Just keep doing it the way we always have. We just cannot handle the disruption amongst the staff if we make that change. How … [More]
What is Your Emphasis?
Business loves catchphrases and labels. That especially applies to improvement methodologies. So many refer to these methodologies as Six Sigma, when … [More]
Did You Wash Your Hands? Lean Six Sigma Asks Tough Questions
In a hospital or healthcare facility, this question creates a great deal of concern across all levels of the organization. Research clearly shows that … [More]
Lean Healthcare: How to Engage Employees in Lean at the Nebraska Methodist Health System
How to Engage Employees in Lean is a question that is asked by many lean leaders and lean practitioners. At Nebraska Methodist Health System, that is … [More]
Lean Content Management: Interview with Michael Jones, Head of Content at eBay
Today I have the pleasure of presenting my interview with Michael Jones, a former colleague from eBay and the Head of Content for eBay Europe. Another … [More]
Interview with Kaizen Institute CEO Jon Miller
I'm very excited and pleased to present this interview with a person I admire greatly - Jon Miller. As you'll see in this interview, Jon takes a very … [More]
Salesforce App Exchange, Lean, Wear Initiative: Interview with Daniel Debow
In today's podcast we are speaking with Daniel Debow, Senior Vice President of Emerging Technologies at SalesForce.com. He's responsible for … [More]
High Performance Organization Model and Lean: Interview with Jonathan Escobar Marin
One of the benefits from having a blog is my opportunity to meet and learn from interesting, impactful, and successful Lean practitioners and leaders. … [More]
Hi, I'm Pete Abilla.
First, let’s talk about why this website is useful for you.
Like you, I’m battling to become better and trying to put a small dent in my corner of the universe.
I write about the struggle that we all face to become better leaders, better workers, and better people. I write about Lean Principles and how we can put them into practice at our companies, in our businesses, and how to improve the customer experience. Continue Reading
Red Bead Experiment: Part 4
This is Part 4 of 6 of the Deming Red Bead Experiment Video Tutorial. But, before we get to the Red Bead Video Tutorial, here are some famous quotes of Dr. W. Edwards Deming. Famous Quotes of Dr. … [More]
Red Bead Experiment: Part 6
This is Part 6 of 6 of the Deming Red Bead Video Tutorial. To watch the entire 6 part series, you must be a paying member of Shmula Pro and be logged in. View the last video in the series … [More]
Affinity Diagram in Six Sigma DMAIC Projects
In this 4:25 minute Premium HD Video, we discuss the Affinity Diagram in Six Sigma. Specifically, after this video, you'll understand what the affinity diagram is, when to use it, how to facilitate a … [More]
Check Sheets
A Check Sheet is one of the Seven (7) Basic Quality Tools. A Check Sheet is a simple tool for data collection. In this post, I'll show how to create and use a Check Sheet and provide some basic … [More]
Types of Distributions Used in Six Sigma
This article discusses the common probability types of distributions in Six Sigma Black Belt Projects. Many statistical approaches you'll learn later are built on the assumption that the data is … [More]
Standard Pig Game
Standard Work is a foundation of Lean. Yet, it's a concept that's not understood well and, even worse, is often ignored by most companies that profess to practice lean in their operations. I … [More]
Descriptive Statistics in Six Sigma
Descriptive Statistics in Six Sigma plays an important role. But, if we do not display that data in a way that can be easily understood, then it becomes useless to us or, worst yet, we might draw the … [More]
Standard Work in Lean Six Sigma: No Standard, Then No Kaizen
Standard Work in Lean Six Sigma is a very misunderstood topic. We explain Standard Work in this video and show you how to begin applying this principle today. Taiichi Ohno is credited with having … [More]
The MEASURE Phase
The Measure Phase is the second phase in the Six Sigma Define-Measure-Analyze-Improve-Control (DMAIC) methodology. In a previous post, we discussed the Define Phase in the Six Sigma DMAIC Methodology … [More]
SIPOC Diagram: Metrics? What Metrics?
A SIPOC Diagram helps us to determine which metrics matter and which metrics we can afford to ignore. This article discusses the metrics for which a SIPOC Diagram can help us identify. To learn more … [More]
Toyota Floor Management System
Want Lean Training like the one Taught at Toyota? [1. Disclaimer: This course material is not endorsed by Toyota. This material is inspired by my time at Toyota.] Learn the Toyota Floor Management Development System Learn and Implement Real Lean Training Content Trusted by Brands Worldwide For only $299 $199 You Get Lean is Simple, but many … Learn Today
Management Consulting Templates
PowerPoint Presentation Business Templates Downloads Save HUNDREDS of hours and Deliver Professional PowerPoint Presentations You and I are a lot alike. You are likely a professional or an MBA student that wants to deliver amazing, professional presentations. But, you have a few obstacles: You don't have the time and your PowerPoint skills may not be up to snuff. That's okay. I'm here … Pricing Details
Queueing Theory
DMV Queueing Properties: Waiting in Line at the Local Department of Motor Vehicles
No matter who you are - rich, old, poor, young, famous, infamous, or not known to anybody - there are a few things that unite … [More]
Poka Yoke
What a Coffee Cup Taught Me About Poka Yoke and Human Errors
One can learn a lot about Poka Yoke and Human Errors. This is a story about what a coffee cup taught me about how poor design in our products and systems invite human error. Often, organizations just aren’t versed in good Poka Yoke System Design. Many years ago, I had to travel to Dublin every […]