Wasted Words

Abstract:Lean manufacturing involves many tools for communication. These tools are often abandoned when lean practices are transferred to other operational areas. As in manufacturing, it is important to establish a baseline for communication-intensive processes and keep results as close to that baseline as possible. A global healthcare organization used a circle diagram to analyze forecasting in its marketing process. A data-collection exercise allowed the authors to track communications between key figures in the forecasting project, identifying opportunities for reduced cycle times and less frequent instances of redundant communication or communication initiated due to poor responses by one …

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