Lean says: Manage flow. Your brain says: My work isn’t linear. My day is filled with interruptions, and so I don’t have the “luxury” of flow. What’s at play here: functional fixedness.

I have written previously about the Medical Device Single Audit Program (MDSAP) created by the International Medical Device Regulators Forum (IM

When you think of the phrase “inside-out” relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly.

It’s quite frustrating to be not heard when you speak up, and unfortunately, it’s more common than you might think.