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Blogroll
Category Archives: process management
Can You “Manufacture” Customers?
Digging through our archives we found this article from the 1999 issue of Electronic Business that Ralph wrote. It does not appear to be available online (even though the world-wide web existed back then), so we are posting it here … Continue reading
In ‘N Out vs McDonald’s
I have posted before about the differences between In ‘N Out and McDonald’s. Just last week one of the Principals in our company, Neil Reckon, noted a process example difference between the two companies I have seen but never thought about … Continue reading
Make Doing the Wrong Thing Hard … Another Example
I posted on this topic last year for the first time. I found another great example recently. But first a reminder. To help prevent errors, a construct translated as “make doing the wrong thing hard” has been around informally for … Continue reading
What Is Lean Marketing … Really?
Occasionally I feel the need to resurrect this question. As I have noted a few times in the past, the term Lean Marketing has become bastardized by consultants with their own agendas. Since we are consultants too, one could argue … Continue reading
Posted in process management
Tagged agile, Lean Marketing, lean start-up, lean thinking
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Make Doing The Wrong Thing Hard
To help prevent errors, a construct translated as “make doing the wrong thing hard” has been around informally for many decades. It was formalized as part of the Toyota Production System by Shigeo Shingo and called poka-yoke in Japanese. This … Continue reading
Posted in customer satisfaction, customer service, process management
Tagged Amazon, poka-yoke
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Customer Experience and Process Management: A Dichotomy?
We find ourselves at Customer Manufacturing Group at the intersection of two trends that are finally becoming mainstream conversations: customer experience and process management. As we discuss these topics with people, we notice their concern that the two may be … Continue reading
Confusing Motion With Progress
My older son, who works for a Fortune 200 company, mentioned this morning that his company was going through yet another reorganization to improve results, or efficiency … or something. I remember telling my dad the same story, and I … Continue reading
