Managing Customer Value
Bob Petruska of Sustain Lean Consulting brings 24 years of experience helping a variety of customers including Health Care, Aerospace, Automotive, Food, Office and Service industries improve their performance. He is a consultant, presenter, trainer and author of Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters. It is heavily illustrated and includes Read More …
Bob Petruska of Sustain Lean Consulting brings 24 years of experience helping a variety of customers including Health Care, Aerospace, Automotive, Food, Office and Service industries improve their performance. He is a consultant, presenter, trainer and author of Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters. It is heavily illustrated and includes Read More …
If there’s positive buzz AND we offer hope AND an enabling environment AND a sticky solution AND expanded comfort zones AND the right inviter This is the shorthand version of a change effort that Les Robinson depicts in the book, Changeology: How to Enable Groups, Communities, and Societies to Do Things They’ve Never Done Before. In the Read More …
Having a website is pretty much table stakes anymore that’s your business card. When, I’m sitting back and I’m looking at the Bullseye Framework, how do I get started? I read your book. I agree with it. There’re 19 different ideas, and now I have my website up. I’m getting a few hits, but I’m Read More …
When we talk about Lean and Six Sigma, it takes a certain amount of expertise to implement it. How do you visualize taking Lean and/or Six Sigma through the government? I mean, it’s in pockets right now, but do you just grow from them pockets? Or how do you visualize that getting expanded in government? Read More …
The Lean definition of flow goes something like this, the accomplishment of steps within a value stream so that a product or service proceeds from the beginning of the value stream to the customer without waste. Most Lean transformations first step is thinking and improving flow. They start many times with 5S (Sort, Straighten, Shine, Read More …