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Lean Newspaper Boy

Any job of any kind can be simplified, streamlined and optimized so that it’s faster, better, cheaper and safer. This is the story of my first Lean analysis… which I performed over 50 years ago while I was a paperboy.

Posted by Jay Arthur in Lean.

You Can’t Re-Engineer People

Businesses are made of people; culture can’t be “built”, it must be “grown”. Watch the video here:  

Posted by Jay Arthur in Lean.

Top Down Change Doesn’t Work

Everyone seems to think that top down, leadership-driven is the only way to implement Lean Six Sigma. It’s not. 50 years of research proves that it fails half the time. Yep, 50% failure rate. That’s less than 1 sigma. This type of failure is so common that it even has a name: The Stalinist Paradox.

Posted by Jay Arthur in Lean, QI Macros, Six Sigma.

All You Need Is Lean

QI Macros exhibited at the Association for Manufacturing Excellence (AME) conference in Boston. Some attendees thought that “All You Need Is Lean.” Others thought you need Lean and Six Sigma. Lean will help you simplify and streamline your operations, and then you’ll need Six Sigma to optimize the process.

Posted by Jay Arthur in Lean, Manufacturing, QI Macros, Six Sigma.

Mistakes Companies Make In Voice Mail Messages

What does your voicemail message say about your company? Here’s a look at what can go wrong.

Posted by Jay Arthur in healthcare, Six Sigma.

Why We Wait in Emergency Rooms (ER)

A study of 90,000 patients reported in the November-December 2017 HBR found that as patient volume increases, some ER doctors favored easier cases to feel more productive. This is known as task completion bias: “we gravitate toward easy-to-finish tasks to create a sense of accomplishment – even if those tasks aren’t very important.” The study […]

Posted by Jay Arthur in healthcare, Lean, QI Macros.

Unnecessary Online Credit Card Field

Ever notice that most online order forms ask what kind of credit card you are using? This field is unnecessary. Amex cards begin with a “3”; Visa with a “4”, Mastercard with a “5” or “2”; Discover cards begin with a “6”. You can get this information from the card number. So asking for type […]

Posted by Jay Arthur in Lean, QI Macros.

Mistake-Proofing Checkout

My wife and I were on a cruise recently. The day before checkout the cruise director recommended that we put one of our shoes we planned to wear to the airport inside the lockbox in our room. Obviously too many people leave valuables behind. What are you doing to mistake-proof your customer’s experience?

Posted by Jay Arthur in Lean, Service, Six Sigma.

Are We Teaching Students the Unnecessary Things?

I’m here at the IISE (Institute of Industrial and Systems Engineers) conference in Pittsburgh. One professor had been teaching students how to use Excel to create control charts, but he was beginning to feel like that was a waste of classroom time (duh!). I beat him up a little for teaching DIY Excel stuff to […]

Posted by Jay Arthur in healthcare, Lean, Manufacturing, Service, Six Sigma, Statistics.

Top Leaders Deliver Reliably

May-June 2017 HBR discusses the results of a 10-year study of what makes CEOs great. Of the four traits, number 4, Delivering Reliably, was found to be the most powerful of the four essential behaviors. Reliable CEOs were 15 times more likely to succeed. I have found that one of the most effective ways to […]

Posted by Jay Arthur in healthcare, Lean, Manufacturing, Service, Six Sigma.