Variance, the silent customer satisfaction (and performance) killer

Variance to service is a silent killer to customer satisfaction. A discussion identifying the antidote by Christoph Goldenstern of Kepner-Tregoe.

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Lean’s Unnoticed Waste

What is the 8th Waste of Lean? New KT blog supports the Lean concept of recognizing and eliminating waste by addressing an unnoticed waste: the mind - when organizations must develop and use critical thinking capabilities.

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