Dealing With Whole Systems

‘Inch wide, mile deep’ is a standard mantra in many Lean teaching packages. The phrase promotes an in-depth understanding of the area in which the work is being done, while staying focused. Projects sometimes bog down because they are trying to cover too large an area. The advice to spend time achieving a rich understanding…

Listening to service users

In Lean work, value is defined as a process or activity that takes the service user or internal customer closer to their goal. In commercial settings, the test of whether the customer would be willing to pay for the activity is often used. Most authors add in the test that the action should be right…