Value is defined as delivering something for which a client is willing to pay. It applies to products and services overall as well as individual features of the product or service. In short, to design and deliver something for which the client will not pay you is waste. It’s time, resources, and money misspent. We…

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Now, of course I don’t mean getting your steps in but I do mean unnecessary walking around, driving around, etc. to get your job done. One of the things I’ve done in my lean journey is a “spaghetti map” of an office or branch. It’s simple. Just track when people get up and move to…

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Years ago, when I was cutting my teeth on Total Quality Management (TQM, the predecessor to Lean) we would say, “With every pair of hands you get a free brain. Use it!” The reference was to talent hired in, mainly, manufacturing and logistics settings that were never asked their opinion or for input on how…

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“Please take a seat,” they say. “The doctor will be right with you.” Lies. Lies! It’s all LIES! They will not be right with you. They’re overscheduled and behind and even though you showed up early, you will WAIT until they are ready to see you. What a waste of your time! All waiting is…

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Any time we make a mistake—whether in crafting a product, updating the GL, filling an order, etc.—we either have to do it over or deliver to our customer something that isn’t right. The matrix of possible defects is huge. Wrong number. Wrong thing. Wrong data. Wrong food. Wrong answer. Wrong price. Wrong solution. Wrong fit.…

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