My internet connection broke this weekend. I called Qwest customer service and was connected to a customer service representative in the
Apple iPhone Supply Chain Analysis: All Roads Lead to China
Update: This is my 2007 article on the Apple iPhone Supply Chain Analysis. It's a dated article and many things have changed. But, it may still be an
Bill Marriott Leadership: The Gemba Walk
Bill Marriott launched a blog yesterday -- and, it's very good. Why? Well, Bill Marriott Leadership lessons - how he applies the concept of the Gemba
Targus – Excellent Customer Service
I bought a Targus TR601 15 Elite Notebook Backpack about 1 year ago. Right before Christmas, the zipper on it broke. I called Targus customer service
Amazon Packages Shipped Per Day
Peak Season at Amazon is crazy, fun, and exciting. That is a time when "all hands on deck" really comes into play and everybody is pitching in to
Book Review: The Inmates are Running the Asylum
It's scary to think of inmates running the asylum. My earlier post titled, Good Complexity, Bad Complexity, I discuss a few case studies where
Toyota Motor Corporation: Company History
Since some of your are familiar, practitioners, or die-hard fans of the Toyota Production System, I thought this history would be a nice reminder of
Examples of Variation: Customers Feel the Difference
Most organizations collect and report on metrics that are not descriptive of their processes. Some of you may have noticed that most metrics that are
Service Defects at Los Hermanos Restaurant
I ordered some take-out the other day from a local, but popular, Mexican Restaurant called Los Hermanos Mexican Restaurant. Their food is decent, but