What are the wastes that are applicable to Services? Transactional? All of the 8 Wastes are applicable to Service or Transactional. However, in my experience, the most prevalent wastes are Waiting and Extra-Processing.
Tracy is a Managing Partner at GoLeanSixSigma.com, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. 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.
How do you promote involvement when employees are consistently asked for their opinion and feedback but never have anything to say because they are fearful of increased workload to fix the problems they might identify?
There is something bigger here, culturally, that needs some thought. Some analysis of the pattern of process improvement needs attention. Have people been successful with implementing process improvement? Have they been recognized? What is happening with how process improvement is…
Regarding Extra-Processing, how do people tend to discuss only what the customer needs (more work or higher quality)?
The best way to find out what the customer needs is to ask them. When it comes to quality, typically customers are going to want the highest quality possible. But, the creative challenge is really more for you. How do…