Geo-Centric Customer Service
9 July 2007
Today's Wall Street Journal describes how Lexus is trying to improve its market share in Japan. Somewhat unusually, Toyota launched the Lexus bra…
Bumping the Hand that Feeds You
18 June 2007
Geography has forced me to concentrate my air travel with United, and lately I haven't been very happy. Apparently I'm not the only one, as a…
Education Destroying Creativity
30 May 2007
Over the last few days I've been perousing some of the presentations from last year's TED conference. TED, or Technology, Education, and Desi…
Learning Lean: Industry Needs
10 April 2007
A few weeks ago several of us participated in a study by Gene Fliedner and Kieran Mathieson of Oakland University. The researchers were attempting to…
Boeing's Balancing Act
26 March 2007
Many of you probably saw Monday's front page article in the Wall Street Journal on Boeing. It describes a problem many companies wish they had an…
Time for a Break
16 February 2007
As you read this I'm probably sitting on a beach a couple thousand miles southeast of my California home. The most work my fingers will do over t…
Burying the Screw in the Fine Print
7 January 2007
Bob Sutton has been having a bit of a customer service nightmare with HP. You may have heard of Bob... HP now knows him pretty well and should have k…
Empowered? Really?
3 January 2007
It seems to me there is another fundamental aspect of lean manufacturing that needs to have the harsh light of reality shone upon it: this business of…