The failure of lean in Service

John Seddon describes in this interesting presentation why standardization of work can (read: probably will) increase costs, why introducing “lean” into service organization can be so contra-productive and why “tool heads” have given lean a bad name. By doing real research, walking the process instead of describing it in a conference room with a lot of post its is the path to lean service delivery.

The sound is really poor but it’s really worth while.

http://www.infoq.com/presentations/rethinking-lean-service

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