Tag: Kaikaku or Blitz
The Theory of Constraints
Operational excellence in Customer Contact Center

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…
Enjoy the power of SMED
Continuous improvement or radical change?

Continuous improvement is a toolbox and set of methodologies. In this article, I present two ways of working, two philosophies, two approaches to improve processes: Kaizen and Kaikaku. The two approaches being complementary, the graph below shows how they help to go further in the improvement process. Kaizen and Kaikaku…