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Start with the customer. What is wasteful to them as a caller? When are they waiting? What are they waiting for? What are the barriers for a customer to get what they want? It’s helpful in this situation, to be the “thing” …the call or the caller. What are they experiencing? What is painful? What is wasteful? How do you remove or minimize it?

Tracy O'Rourke

Tracy is a Managing Partner at She is also a Lean Six Sigma Green Belt Instructor at UC San Diego and teaches in San Diego State University’s Lean Enterprise Program. For almost 20 years, she has helped leading organizations like Washington State, Charles Schwab and GE build problem-solving muscles.