PERFORMANCE by Kevin McManus
Industrial Engineer’s monthly column about performance improvement (January 2011)
Unintended customers
Every now and then, a student gives you a profound insight that makes teaching the more routine topics worth it. In a recent value stream mapping course, Mike, a quiet, thoughtful and intelligent plant manager, gave me my “unintended customer” insight. That afternoon, Mike stated what many probably were thinking. Instead of saying he didn’t have time for the value stream action plan efforts we talked about, he came at the issue differently.
You must be an IIE member to have full access to this content. Please log in at the top right corner of this Web page.
IIE members visiting this site for the first time must register. As part of this process you will create a user name and password. This is a one-time process that requires your member number.
If you are not a member, join IIE now and begin enjoying benefits immediately, including full access to Industrial Engineer magazine.