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 & Executive Advisor at For almost 20 years, she's helped leading organizations like Washington State, Cisco and GE build problem-solving muscles with Lean Six Sigma to achieve their goals.