Allan R Coletta is a chemical engineer with an extensive background in manufacturing operations, supply chain and engineering, gained while working in the chemical process and healthcare diagnostics industries. He recently authored a book, The Lean 3P Advantage: A Practitioner’s Guide to the Production Preparation Process. Allan is my guest on the Business901 podcast next Read More …
The other piece of it is when we look at those things that are the high point experience, the story of the organization changes. It becomes a story of how good we are in our capabilities versus how bad we are. – John Steinbach John was my guest last week and we talked so long Read More …
Have we reached the transformation stage in the customer experience hierarchy? If so, the role as an expert may have diminished substantially, and we are now seeking facilitators to guide us through our journey. Some of you may not know what I mean by the customer experience hierarchy and how it relates to the transformation Read More …
This is the season; summer vacations are over and the Lean conference season has started. Have you signed up for one? Have you signed up for my next workshop, Lean Service Design Open Workshop on Sept. 27th at the Maryland World Class Consortia quarterly meeting? In a past blog post I discussed, Turning your Conference Read More …
In a past Business901 podcast, Software Quality Assurance Podcast with Murali Chemuturi, we discussed Software Quality Assurance and what Murali considers best practice. I found his position quite different from the Agile and Kanban Software people I typically interview. Recently, I came across another subject, Measuring Customer Satisfaction, that Murali takes an unique position. This Read More …
This book contains a simple but powerful definition of services based upon a separation between back-stage and front-stage activities. Services deal with front interactions, production and manufacturing with back-stage operations. The book uses this distinction systematically to explore all the important issues of the field within a coherent set of concepts and maps, including the Read More …