by Annette Franz | Sep 16, 2016 | impact analysis, lean management, process improvement, root cause
Image courtesy of PixabayHow do you identify and prioritize improvements within your organization?Last week, I wrote about the 5 Whys method, which is used to dig down to the root cause of problems experienced within your organization or by your customers. Recall that...
by Annette Franz | Aug 16, 2016 | continuous improvement, customer experience, leadership, lean management
Image courtesy of PixabayAre your company executives lean leaders? Last month, I wrote about the concept of lean management and what that means not only for your company but also for your customers. If company leadership wants to transform the culture of the...
by Annette Franz | Aug 11, 2016 | agile, customer experience, customer service, lean management, systems thinking
Today I’m pleased to share a guest post by Ben Motteram, aka CXpert. His post includes an interview with Olivia McMillan of REA Group. CX Journey delved into the concept of lean management a few weeks ago. At its core, lean management is about maximising...
by Annette Franz | Jul 19, 2016 | customer experience, employee experience, lean management, management, transformation, understanding
Image courtesy of PixabayI originally wrote today’s post for Intradiem. It appeared on their blog on April 5, 2016. I’ve made minor updates since then.I recently came across the Japanese terms genchi genbutsu and genba; they’re both key principles of...
by Annette Franz | Jun 21, 2016 | continuous improvement, customer experience, cxjourney, lean management, value
Is your company a lean company? Should it be?The concept of lean management came up a few times in the last week or two; that kind of coincidence always inspire me to write about the topic at hand.So I set out to learn a bit more about it. I knew, conceptually, what...
