Lean Thoughts

  • Customer Service Observations

    Over the course of a few weeks, I had to interact with customer service several times in several different companies. I took away a set of lessons about how to practice customer service that aligns with a continuous improvement culture.

  • Pacing Your Lean Efforts...and Poopin' Dogs

    Khalil Mack of the Chicago Bears had an interesting quote that applies to conference foes as well as to companies getting ramped up on their Lean journeys.

  • Heading Off Emotional Responses at Work

    It is easy to get triggered with an emotional response at work, but that seldom works out for the best. In this video, I talk about the mental process to go from an event happening to getting some sort of result.

  • Follow Your Process to Prevent Chaos

    Deviating from a set process can create a ripple effect of chaos up and downstream.

  • Better Football Metrics and Lean (Video Article)

    Offenses and defenses are generally ranked based on points scored and points allowed. The problem is, that doesn't account for different conditions faced by each squad.You'll face similar problems when creating metrics for Lean operation.