In Volume 1, we stated that to ensure the business provides consistent, sustainable, improving performance you need to deploy robust processes in all aspects of the business. We also noted that Lean applies to any process and therefore is applicable across the business and must be deployed across the enterprise.

Earlier in my career, I was part of the leadership team at Pacific Scientific or PacSci that had the good fortune of learning about lean implementation when the company was acquired by Danaher. Our team had never heard of Danaher or Lean prior to the acquisition but we embraced the lean philosophy and successfully utilized it to make significant improvements in the company’s performance.

Today’s podcast is focused on a transformational improvement made in the customer service department at PacSci. This department consiste ...