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Of course. It depends on customers and customer requirements. But, most of the time, in many processes, customers do care about timeliness and/or speed. If this requirement applies, then you should be looking at flow as a possibility for improvement. Walk the process, map the process, and analyze it for the bottlenecks and where the “thing” stops or gets stuck in the process.

Tracy O'Rourke

Tracy is a Managing Partner & Executive Advisor at GoLeanSixSigma.com. She is also a Lean Six Sigma Green Belt Instructor at University of California 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.