Transforming Performance Metrics Into Motivational Scoreboards
As a business leader, you spend a lot of your time figuring out how to win. With good reason: The most crucial job of every executive is to align efforts at every level of the organization to deliver wins for the week, for the quarter, and for the year.
Stand in a Circle, 5 Whys, and a Call Center
Some time ago, while consulting for a huge call center, I took a group of customer service agents for a little gemba walk and a quick activity to demonstrate a few lean fundamentals.
Root Cause Analysis: Addressing Some Limitations of the 5 Whys
The 5 Whys is a well-known root cause analysis technique that originated at Toyota and has been adopted by many other organizations that have implemented lean manufacturing principles.
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