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LSS for the Service Side of Manufacturing

There’s a service side to manufacturing. Are you optimizing it?

“I’m Jay Arthur, author of “Lean Six Sigma Demystified” and QI Macros [software].

“Most of American Society for Quality (‘Control’, originally…) was focused on manufacturing from after the war and ongoing. However, I want you to think about this: In most manufacturing plants, there’s not a lot of people on the floor anymore, and the floor has been pretty well optimized or you’re not in business, right? But there’s this huge sort of backroom service function: sales, marketing, invoicing, scheduling, all that kind of stuff. That’s all service.

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Posted by Jay Arthur in Improvement Insights.

Have We Become Mediocristan?

With almost every business I buy from, the level of apathy among the workers is astounding. Every once in a while, I have a great experience and I realize it doesn’t take much to provide a great customer experience.

“Hi, I’m Jay Arthur, author of “Lean Six Sigma For Hospitals” and the QI Macros [software].

“I don’t know about you, but it seems like a lot of places where I go to do business or buy something, everybody’s kind of grumpy. You know, they’re just not very interested in being able to help me. They’re slow. They’re error prone.

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Posted by Jay Arthur in Improvement Insights.