After value streams have been solidified and embedded, Heijunka is a crucial process implementation in every successful lean organization. Heijunka quickly and elegantly helps organizations meet demands while reducing waste. By definition, it means ‘leveling’ and enables production to efficiently meet customer demands while avoiding batching and results in minimum inventories, capital costs, manpower, and […]
Online Survey tools allow us to capture the voice of the customer, leading us to customer insights, innovation, and actionable results.
Voice of the Customer (VOC): Get Strategic and Get Results
“The single most important thing is to make people happy. If you are making people happy, as a side effect, they will be happy to open up their wallets and pay you.” ~Derek Sivers, Founder of CD Baby When you are dealing with customer issues, do you ever feel you are just putting out fires? Running […]
Jidoka Is About Quality at the Source
The Toyota Production System (TPS) organizes manufacturing and logistics for manufacturing, which includes interaction with suppliers and customers. A forgotten pillar of TPS and Lean manufacturing is the concept of Jidoka. This principle is one of the most important tenets, which will help achieve true excellence. It is about quality at the source or built-in […]
Lean Manufacturing Should Focus on the People, Not the Tools
Lean manufacturing and principles have been around for years, so the ideas are not really new. However, the scope of lean and lean manufacturing principles have significantly shifted. Now, it is widely accepted beyond the factory floor and is expanding into hospitals, government agencies and service sectors. These trends are expected to continue as lean […]
Healthcare: Improving Quality and Innovation With Lean Principles
No other industry places such a high a premium on quality of service as healthcare. Given the essential requirement of quality in the healthcare industry, consumers expect providers to lead the way in innovation and quality efforts in the services they provide. As a percentage of its gross domestic product (GDP), we spend more on […]
Lean Healthcare – Spend Some Time with Mark Graban
Mark Graban is an internationally recognized leader in Lean healthcare and continuous improvement. His motivation is to apply Lean and Toyota Production System principles to improve quality of care and patient safety, to improve the customer-patient experience, to help the development of medical professionals and employees, and to help build strong organizations for the long […]
Capability Analysis: The Power in Variables
The capability analysis is a valuable tool for Lean Six Sigma professionals. Every process has performance limits and variables. There is power in understanding those variables and variances that customers will tolerate. It offers a method of understanding these variables or limitations, and aligns them with customer expectations. Understanding the Value of Capability Analysis Understanding […]
Voice of The Customer: What They Really Think of You!
Living the Fantasy Voice of the Customer programs are crucial to the success of your business. The problem is so many think they know exactly what their customers think and feel. You have been in business for 30 years and do things the same way, that’s what your customers want. Are you sure about that? […]
Website Usability Survey Questions from US Bank
Website Usability Survey Questions from US Bank – these questions are a good addition to our survey question bank. Nothing drives me crazier than a website that doesn’t work. Okay, that was dramatic – it’s one of the things that drives me crazy – among many. Seriously, in this day and age, we have a […]
Whole Foods Customer Comments
While at Whole Foods some time ago, I noticed this Customer Comments Wall as I was waiting at the cash register. I saw Whole Foods Customer Comments on the wall! By the way, getting customer feedback at the point of transaction is a great idea. I was quite impressed by it for a few reasons: The […]