Lean Solutions
(James P. Womack and Daniel T. Jones)
Authors James P. Womack and Daniel T. Jones were early proselytizers for the lean production philosophy, a set of "waste-not-want-not" principles that most businesses now accept. But good business requires more than efficient production. Noting that consumers are still not happy, despite an abundant supply of high-quality, low-cost products, the Authors now have subjected consumption to "lean" analysis as well - and they?ve found that consumption is as inefficient as production used to be. Consumers face lengthy delays, unhelpful "help" lines, ineffective service representatives, and other annoying and costly wastes of time and energy.
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