2Leading the Lean Journey
Taking the role of a Lean leader is a big step. Now that your perception of change is more forward thinking and you are aware of the resistance you will have to deal with, I want to explain in this chapter the finer detail of how to lead that Lean journey.
What Have We Done for Our Customers Today?
Knowing your customers is the first step in being a Lean leader, and even more important is instilling a sense of customer expectation into your employees. Many organizations today have truly forgotten who the customer is and why they are in business. You are in the business of providing a service or product that satisfies the customers’ balance of cost, quality, and delivery. Your operation must have processes in place ...
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