In your company is “customer focus” just a poster on the wall, or is it a way of doing business?

In part 1, we introduced our blind wine-tasting experimental setup, which included some survey questions asked ahead of time of each participant.

Editor’s note: This article, as well as part one from last week, discusses topics covered at greater length in a new streaming-video training series, “Enhancing and Sustaining Lean Improvemen

I was teaching a class and asked participants to create a control chart of an indicator that was important to them. A lab supervisor presented me with a chart on the number of procedures her department performed and told me that it wasn’t very useful.