Can you believe this is a question that some people still ask? I can’t. But at least it gives me an opportunity to help convey the message about delivering great service and, ultimately, a great overall experience.

Lean companies, for the most part, don't use work orders to control production. Why not? Because work orders are wasteful. It takes a lot of time and effort to run the work-order process, and it is 100-percent waste.

My main objective is to encourage greater use of statistical techniques in the service sector and present new ways to implement them.

This is the last in my series making the case that the various improvement approaches are all pretty much the same.