Category Archives: process management

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

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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

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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

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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

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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

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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

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How Fast Is Fast Enough?

There’s an old gunfighter maxim that basically says you’re either quick or you’re dead. That maxim is absolutely true today in many businesses, most especially retail. While many on-line retailers are trying to figure out how to deliver as Amazon … Continue reading

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