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How to Design Poor Service: Expect 100% Utilization of People or...

Mark Graban - August 2, 2010 29

tl;dr: The blog post criticizes the focus on 100% utilization of resources in businesses like American Airlines and Verizon FIOS, arguing that it leads...

Matthew Lussier on Bridging the Communication Gap in Lean: What We Can Learn from Journalism with Jacquie MaupinFebruary 19, 2025
Its really interesting to hear Jacquie Maupin talk about how her experience in the military and as a journalist influences her…
Ryan on Moving from “Visuals” to “Visual Management” and to Broader Lean ThinkingFebruary 19, 2025
Great article. It was cool to see all the examples of having visuals in the workplace. The hospital example showed…
Madelyn Almeida on Goethe’s Timeless Wisdom: Lessons for Lean Thinking and Continuous ImprovementFebruary 19, 2025
I really enjoyed reading how Goethe's quotes tie so well into Lean thinking and continuous improvement! It's interesting to see…
Lean Has Failed (or Has It?) with James Womack - Katie Anderson on Discussing the GE Lean Mindset Event with Jim Womack, Katie Anderson, and Jamie V. ParkerFebruary 19, 2025
[…] Listen to the discussion with Jim Womack, Jamie V Parker, Mark Graban and myself where we discussed the GE…
Mark Graban on I’m Still Dreaming About My Meal at Sukiyabashi Jiro’s Sushi in TokyoFebruary 17, 2025
Hi Ava - It's hard to say if that system causes any stress. Everybody was moving at a purposeful pace,…

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How to Design Poor Service: Expect 100% Utilization of People or...

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