Eliminating Defects – part one

Eliminating Defects – part one

Eliminating defects – that’s something that everyone can agree is a good thing to do – whether it’s getting rid of the bad golf swing, the poor purchasing decision (these shoes don’t match anything I own!) or the manufacturing or design error, we want to eliminate...
Understanding “Improvement”

Understanding “Improvement”

When I ask someone what they understand what the term ‘improvement’ means, I often get back the response “make it better and faster”. However, improvement needs to be defined up front, before the project starts in order to ensure that customer needs are met. As an...
Process Maps – they’re not only for manufacturing!

Process Maps – they’re not only for manufacturing!

When I tell people that I ‘do’ process maps, they immediately think of an assembly or manufacturing process. And they’re right — it’s one of the classic uses for the tool. But some of my most impressive uses for process maps involve non-work applications….We’ve...
Customer Service and Training

Customer Service and Training

Here’s a true story to help you understand my rationale for the title of the post: I own two timeshares – one in Hawaii, and one in Orlando. We are using the timeshare in Hawaii this year (we’ll rent out the one in Orlando – and then next year flip-flop it and go to...
Ask Why and Simplify

Ask Why and Simplify

Think for a minute about any process that you perform everyday. Have you ever found yourself wondering why do I always do it this way? Or did it ever occur to you that there might be a better way? It’s all over the news and talk shows how the recession calls for us to...
Hope for the best, but plan for the worst

Hope for the best, but plan for the worst

In the trend of continual process improvement, oftentimes an event like New Year’s will spur some folks to making positive changes in their personal and professional lives. Here’s a few things you may want to do to make your life easier – and they all involve...