Goodbye Customer. There are reasons customers leave. That is sometimes what we say, without knowing the full costs and burden that proposition
Everyday Poka-Yoke: Medicine that Prevents Abuse
King Pharmaceutical (NYSE: KG) recently had a drug approved by the Food and Drug Administration (FDA). Their drug, Embeda, has an interesting
Unappetizing Spaghetti Diagrams
A Spaghetti Diagram Example Healthcare - is a simple visual tool to demonstrate the flow of material, flow of information, and flow of money in a
Business and Garden-Variety Defects
Working in the garden can teach us a lot about the natural course of plants, trees, and weeds. Indeed, there are many corollaries between weeds in
Amazon and Zappos Sitting in a Tree
As most you know by now, Zappos has entered into a definitive agreement with Amazon.com and will become a wholly owned subsidiary of Amazon. This is
Reply All and the Bystander Problem
This article is about the Bystander Problem Application in Business: The Reply All Dilemma - how to detect it and overcome it and gain freedom. In
Elegance and Encapsulation in Customer Service
Hiding unnecessary information from a customer is good business. Have you ever had an interaction with a business, where your goal was to get served,
Jeff Bezos Kaizen: The Source of Dirt
In Amazon's 2008 letter to shareholders, Jeff Bezos shares about a Kaizen event he participated in: At a fulfillment center recently, one of our
Total Company Involvement
Most vision or mission statements are hollow, uninspirational artifacts. Sloganeering, as it were: they sound good, but fail to mobilize a team or