I bought a Targus TR601 15 Elite Notebook Backpack about 1 year ago. Right before Christmas, the zipper on it broke. I called Targus customer service and had a very good customer experience. The Customer Service Representative did several things that were right: Make it Personal The Customer Service Representative called me by name and [...]
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How To Be A Human
Six Sigma Workbook For Dummies — The Raffle
The Apple iPhone Supply Chain
Jeff Bezos and Root Cause Analysis
The Toyota A3 Report
A Mindless Worker is a Happy Worker
Ask Mary Poppendieck Anything!
A Lean Case Interview
Batch-and-Queue or Single-Piece Flow
Multi-Tasking Leads to Lower Productivity
queueing theory: part 1
Zero Defects is Wrong Approach
Overmanaged and Underled
Pull Systems, Push Systems: The Paper Airplane Game
Queueing, Disneyland, and FastPass
Operational Excellence is not a Substitute for Effective Leadership or a Good Strategy
Law of Instinct
Ask Gretchen Rubin: The Happiness Interview
Taiichi Ohno: Teach Others to Think for Themselves
Zipcar Customer Experience: Variability, Utilization, and Queueing
Too Many Cooks in the Kitchen
Colin Powell on Leadership
Visual Management and Self-Reliance
Process Control and Luck
Poka Yoke Example: Prevent Error Through Embarrassment and Humiliation
queueing theory: part 2+
Queueing Theory: Part 3
Emergency Room (ER) Wait Times
Quality and Continuous Improvement; Lean Manufacturing Training and Consulting, Process Improvement, How to Learn Six Sigma, Leadership Development and Coaching, Operations Research and Queueing Theory. Other stuff too.
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