Metrics are a fairly common topic of discussion on the various lean manufacturing forums. One theme that comes up fairly frequently is how to determine “what counts” in this-or-that measurement.
For example, a recent post asked about measuring lead times. The way they were measuring lead time only counted the time from when the order was [...]
I have come to expect very little from most airlines, especially for the parts of the “service” that doesn’t involve actually sitting in the airplane. Still, some airlines make their policies more clear than others. Alaska Air, for example, is explicitly clear that I can hold a reservation for 24 hours and cancel with no [...]
I just started reading this book, and my initial feeling is that it is a winner. Rather than producing a batch review of the whole thing at the end, I thought I would employ “one chapter flow” and share my impressions with you as they are formed. As I write this, I honestly do not [...]
A couple of days ago, in “
The First Steps of The Lean Journey,” I said that there really is no first step, only the next step from where ever you are right now.
I admit that I left out a big assumption there – that you know where you are trying to go.
More specifically, that you [...]
Occasionally it is good to think about not only the product we make or service we deliver, but to reflect a bit on exactly what value the customer receives from that product or service. Sometimes we confuse the technology we apply to get something done with what we are really trying to do.
Last week I
posted a story of a failed freezer, ruined food, and a customer support experience that could be summed up as “That’s how we do it.” I invited comments and asked:
“Is this a problem?”
And when I say “problem” I mean, is this a “problem” from the standpoint of the company’s internal process?
There are [...]
This morning I got an email from a friend that recounts a (still ongoing) story of a failed freezer.
We arrived home Tuesday from a week away to find the “extra” freezer in the garage totally kaput…..much of the stuff inside already ruined but some still partially frozen. It’s only 4 years old and within warranty, [...]
Although my experience of late has been with a particular “red tail” airline (soon, I hear to be part of the “triangle” airline..), this applies to any service counter.
I fly a lot. As such, I find myself in front of the Sea-Tac airline counter a lot. So much that I recognize most of the people [...]
Today I flew from my home in the Seattle area to New York’s La Guardia airport. This seems to nearly always be an adventure, but this one was unusual, so I wanted to comment on the customer’s perspective.
The flight routed through the airline’s major hub in Minneapolis (MSP) (so now you know which airline if [...]
I was browsing my web email, and I saw an ad for web hosting. The ad was actually set out pretty well because I remember the two pieces of key information: Web hosting for $9.95 a month (free domain, etc.) and the prominent text on the ad: “Superpages.com”
Well, I suppose the ad authors can be [...]