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Pete Abilla

Consultant

Pete Abilla wirtes the blog shmula, where he gives his take on technology, business, operations, The Toyota Production System, lean manufacturing, Six Sigma, Queueing Theory, operations research, building software, the customer experience (especially ethnography and design thinking and word-of-mouth marketing).

Abilla is an adjunct professor at Brigham Young University, where he teaches students at the Marriott School of Management in operations and supply chain management. He is also active in the business and technology community in Utah and was peer-nominated as a v|100 for 2009, a recognition awarded to influential business leaders in the state of Utah. He earned his undergraduate degree from Brigham Young University in Philosophy and Mathematics and my graduate degree from The University of Chicago in Operations Research.

He's a green-thumb-challenged gardner, a wannabe cook, and happily married to his High School sweetheart.

Wed, 05/19/2010 - 15:18
Stand in a Circle, 5 Whys, and a Call CenterAn effective exercise
Wed, 05/19/2010 - 15:18
Some time ago, while consulting for a huge call center, I took a group of customer service agents for a little gemba walk and a quick activity to demonstrate a few lean fundamentals. What was scheduled for a 60-minute exercise turned out to be an…
      

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