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Developing a Lean Attitude is not Achieved with a Roll of the Dice

Presenter: Michael Walsh, President, QSG-Lean Sigma Learning Center, West Yarmouth, MA, USA

Keywords: Lean Attitude, Lean Customer Service, Customers are Perishable

Industry: Career Development, Customer Service, Education/Training

Level: Intermediate


ABSTRACT

"Developing a Lean Attitude?" - Not achieved with a Roll of the Dice.

This presentation was designed to be a light-hearted but thought-provoking session which focuses on our relationships with customers and the new attitudes necessary to deal with or respond to the customer requirements within a Lean Office – a Lean Business – a Lean Operation and the Lean Enterprise.

Lean Operations is a philosophy that emphasizes the minimization of all resources used in the various activities of the enterprise. A Lean Enterprise is an organization with a focus on waste elimination and the customer’s needs in all parts of its operations, manufacturing, and administration.

Understanding is the backbone to a successful organization. Only with a lean attitude toward customer service can the culture of the organization embrace lean and begin to change for the benefit of the customer.

Providing employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the organization and the customer base – that customer base is more likely to be delighted to do business with you for the long term.

Real life company situations and problems will be discussed.


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