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See You in Gemba

A team spends months on improving customer-facing branch processes of a bank. After benchmarking with sister companies across the world and after carefully mapping out process steps they come up with an improved flow that drastically reduces the processing time for branch customers. It surely looks like a nice success story. However, they get devastating […]

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What for? How does it Matter?

I was chatting with a friend of mine who is in a senior leadership position. He wanted to implement a relocation strategy and he mentioned that based on his intuition all the processes should move to a particular country. I asked him whether he knew why the processes were where they were today. His answer: […]

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