Lean Thoughts

A weekly e-newsletter started to keep the members of the Lean Consortium connected and now shared with a larger community of business excellence practitioners.


Who is the CUSTOMER?

This week’s Issue | 18/05/2020

Every Organization is currently changing or adjusting their processes as a result of Covid-19 … which is both a reaction but also a great opportunity.  Being a process-weanie … I have now started to judge and rate these process changes to see who is the …


This week’s Issue | 11/05/2020

Last week we challenged you to find a balance within your processes between the “Voice of the Customer” (VOC) and adjusting your processes to support the “Voice of Regulation” (VOR) … but as we witnessed this week as organizations react and Jump to Solution … …


Voice Of the Customer (VOC)

This week’s Issue | 04/05/2020

Without knowing it, businesses are starting to develop the “New Normal”


Any successful business originates by listening to the Voice-of-the-Customer (VOC) … but recently the customer definition has changed from the consumer to regulators looking to prevent the spread of Covid-19.  These activities have …


Process Change is a journey

This week’s Issue | 27/04/2020

They say the only constant in life is “CHANGE” and these days everyone is definitely being impacted.  Most of the change impacting us these days is mostly reactionary rooted based on skill, experience and intuition.  In this case many of the changes are going to …