Why Great Customer Service in a Lean Company Matters

The ultimate goal of Lean management is to maximize customer value while minimizing waste. Traditionally focused on manufacturing and software development, customer value comes in the form of speed, price, and product quality. But what about the value of customer service? We’ve found that practicing Lean principles can help you become a more efficient customer-focused company with a competitive advantage. The…

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Keeping Remote Teams Cohesive, Part 3: (Over-) Communication is Key

communication

This is part of a three-part series on keeping remote teams cohesive. We recommend that you begin with parts 1 (hiring) and 2 (onboarding) before reading this post on communication.

In the final installment of this series, I’ll discuss the importance of effective communication -- over-communication, in fact -- in remote teams. I’ll share the communication strategies and methods that I’ve seen be most effective for keeping remote teams cohesive.

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SAFe and Kanban: Why They’re Better Together

SAFe-Kanban

Changing customer expectations, "burning platforms," competitive pressures, and increasing regulatory requirements are just a few of the substantial challenges that modern business leaders face. These pressures have pushed many businesses from the merely complicated to the complex domain, requiring new approaches to management -- evolutionary agility at scale.

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The HiPPO Effect: When Opinions Feel Like Orders

HiPPO is the Highest Paid Person’s Opinion. If you’ve spent any reasonable length of time in a large corporate environment, you will probably have seen something a bit like this firsthand. It usually happens when a group of people are attempting to make a difficult decision, for which there are lots of opinions, but not a lot of data or analysis. There’s often a spirited discussion exploring the various options when the person in the room who is further up the hierarchy (and therefore typically paid more) expresses what they think.

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