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.

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.

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.

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

Tesla's autopilot is collecting data on how to improve itself as it is used--basically learning by doing. Your Lean approach should be similar.

I was answering a question for a friend about blogging, and decided to demonstrate. Sorry about the lighting and the poor camera angles. I'm experimenting with some new equipment, got distracted from doing the basics. The big changes--different audio setup with a boom mic, fixed lighting on booms...

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.