Tag: Client Experience
Tourism: an example of operational excellence
Client Gemba: to put his shoes on
Do you really know what your customers want?
A Gemba in operations, the step-by-step method.
How to automate human resource management

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…
Optimize airport security with automation

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…
Define your value proposition for the customer
An operational excellence example: Mad Radish

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…