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Lean Six Sigma. Simplified.

These articles highlight strategies in Customer Experience Management: from examples of current leading practices in customer experience to everyday stories of how customer experience can help organizations gain a competitive advantage, greater customer retention, and growth.

[VIDEO] The Five Principles of Lean

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The cornerstone of any organization is based on efficiency and  value to the customer. A lean thinking organization  uses five simple principles to ensure it understands the true value of the customer and the processes are finely tuned to reduce any process that creates waste. By ingraining lean thinking into the culture of the organization, […]

[VIDEO] The Tale of the Seven Wastes

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The elimination of waste in processes is one of the most effective ways to increase the profitability of any business. Processes either add value or waste to the production of a good or service. There are seven wastes or ‘muda,’ and the tool was first developed by Taiichi Ohno and make up the core of the Toyota […]

[VIDEO] Lean Thinking Principles

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Lean was born out of manufacturing practices, but in recent times, has transformed the world of knowledge work and management. It encourages the practice of continuous improvement and is based on the fundamental idea of respect for people. Womack and Jones defined the five principles of Lean manufacturing in their book The Machine That Changed […]

Principles of Lean Thinking

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During the 1980’s the principles of lean thinking took hold in US manufacturing. The existing techniques of manufacturing were questioned as the Japanese manufacturing principles of ‘just in time’ were becoming a better paradigm. Subsequently, those techniques became better known as lean production. Soon, the principles of lean thinking spread across numerous industries and became […]

[VIDEO] Improving Operating Room Efficiency with Lean Six Sigma

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The operating room (OR) is a resource intensive and costly unit in every hospital. Finding ways to maximize their efficiency is crucial to ensuring the financial viability of the organization. As the healthcare environment becomes more and more competitive, increasing OR productivity becomes a high priority. The trick is to find the balance between efficiency […]

[VIDEO] Let the Music Play with Gibson Guitars!

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For more than 100 years, Gibson guitars have defined the sounds of musicians and fans. They are the most iconic brand of guitars in the world. Gibson guitars were founded in 1894 in Nashville, TN, by Orville Gibson. They quickly developed a legacy of world-class craftsmanship and exceeding the expectations of every artist that picked […]

[VIDEO] TPS Lean Factory Tour

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The Toyota Production System (TPS) was invented by Toyota’s founding fathers in 1930 in Japan. The TPS continuously evolves, making it a benchmark for manufacturing, product development or any other sector of industry. TPS is called “The Toyota Way” and it actually gives you a compass to set your direction and helps you steer your own course. Toyota has […]

[VIDEO] Bosch Home Appliances Factory Tour

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Bosch Home Appliances is the largest manufacturer of home appliances in Europe, and one of the leading manufacturers of home appliances on a global scale. Bosch is the result of a joint venture between Robert Bosch GmbH and Siemens AG. In 2017, they reported annual sales over 13.8 billion euros, operating 40 factories worldwide. Including […]

[VIDEO] Lean Factory Tour of Seating Matters

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Seating Matters was established to improve patients’ lives and to influence clinical best practices. Their mission was to create chairs that would cater to the holistic needs of patients by providing comfort, postural support and pressure management. Their chairs have been designed by therapists and clinicians and supported by independent clinical evidence, proving their ability in […]