In this category you will find many examples of applications of lean tools, methodologies or concepts. Based on real-life stories, these article let you feel and experience what operational excellence is in real life.
The organization’s support functions must also optimize the way they do things. Like operations, they need to question themselves about the value they bring to the organization, and how they can improve. Automation is one of the solutions to improve administrative processes. As in the industrial revolution, when machines replaced…
Have you ever built a house or worked on a construction site? If so, you know it takes a long time. Besides, there are mistakes. The level of quality is sometimes not at the expected level. And finally, it’s quite expensive. In this article I explain how Lean principles can…
How to optimize the performance of a Customer Contact Centre? Work on post-call time. The SMED applies to all series changes, especially unitary series.
Airport security has increased in recent years. The equipment and staff increase the cost of the passage of each traveller. Cost that airlines obviously pass on to their customers. They grumble about rising prices, so airports need to cut costs while maintaining or enhancing security. Automation of some tasks can…
Today, I will illustrate several concepts of operational excellence, as can be seen in application in a fast-food restaurant: Mad Radish. I visited the downtown Ottawa branch. This is a nice example of well used tools. Mad Radish offers a healthy fast food service: salads meals. Standardization and simplification The…
I am always surprised to see where Ikea items come from: China of course, but also Thailand, Poland, or just Sweden. In this article, I propose some ways to guide you, if you want to relocate your manufacturing production in a country with low labor costs. These outsourcing often make…
Crowdfunding is trendy. This is a very convenient way of financing for creators who want to bring their ideas to life. However, many projects fail and products are never delivered. Why ? Simply because industrialization can not be improvised. This is a complex process that large manufacturing companies find difficult…
Operational excellence is based on several key concepts, which are available in all sectors. In this article, I’m going to explain how Costco Wholesale, the world’s second-largest retailer, is at a peak thanks to operational excellence.
In our service-dominated economies, the Customer Contact Center (CCC) is gaining momentum. It has become an essential point of interaction and is part of everyday consumer life. Unfortunately, making a phone call to a Customer Contact Center is often experienced as a sinecure: waiting time, expeditious service, complicated menus and…
I recently tested the virtual queue. I have been conquered by this mode of operation and I think it applies to many industries, particularly in the service sector. The omnipresence of the mobile in everyday life makes it a very effective tool to improve the quality perceived by customers and…
