I have read “Lean Solutions”, but your message prompted me to dust off my copy an re-read chapter 3. We are also working with our call center and I plan on getting copies now for the leadership team. It is amazing to me, especially because of our rush to automate so quickly how easily we lose touch with the meaning of the work that we do. This is also the exciting part of our jobs, because it gives us the opportunity to teach assoicates literally how to “see” their work in new ways, and if done effectively they will begin to ask why. If this happens it will lead to incredible improvements.

Thanks for the reminder.

Cheers,

Lee

Have you read “Lean Solutions” by Womack and Jones. It hits this issue square on the head, in particular in Chapter3. They present the story of Fujitsu’s approach to call center management.

Kent