Applying Lean to New Product Development in Engineering Services

Lean can be applied to any industry, not just manufacturing, because any business can benefit from improvements in cycle time, cost savings, productivity, efficiency and more. This case study examines the application of Lean to the engineering services industry in the areas of design, analysis and prototyping of parts to realize improvements in a subprocess…


A Lean Approach to Improving Service Call Center Performance

With increasing competition, expanding globalization and demanding customers, the playing field in the service Lean call center (SCC) industry has changed rapidly, as phone banks have evolved into multichannel contact centers. Many organizations have realized that the key for survival is efficiency and effectiveness, with a focus on productivity and customer experience. Lean techniques, which focus…


The 5 Whys: A Simple Tool in Value Stream Analysis

Not so long ago in an organization not so far away, a Lean Six Sigma Black Belt not much different from many other Black Belts was running a value stream analysis. Creating the current state map was relatively easy since the participants understood their function and the way that information and inventory flowed along the…