I got a couple of things wrong lately and figured it is high time I set the record straight - came clean and apologized for misleading anyone.  I wrot…

Sometimes it can be pretty hard to tell whether folks are really dumb, or they are actually smart and are just being dishonest.  The Mine Safety Appli…

It’s been a rough few days. I just got back from a trip to the Midwest and you have no idea how glad I am to be back home. A nice quiet home where the…

A couple days ago I arrived in Traverse City, Michigan... right after the conclusion of the 2006 Traverse City Auto Conference.  Organized by the Cent…

After having spent far too much time out in the real world lately, I have finally had a chance to drop back into the blog and I am pleased see how abl…

"Lean Outsourcing"  Now there's a term you don't hear every day.  Most of us have been focusing on lean as a way to avoid outsourcin…

Two stories caught my eye last week which helped demonstrate the dichotomy in lean thinking today.  The first was Whirlpool's announcement that th…

Several months ago I told you about several customer service adventures I had recently experienced.  Some good, some bad, some exceptional, and even o…