Nice explanation of how Portugese car dealer GFS changed its process for repairing cars to both save itself money and its customers time. Along with 2 good diagrams of 'before' and 'after' lean processes. E.g.:
Source: 'Lean Consumption', Womack and Jones, HBR 2006. All copyrights acknowledged.
http://hbr.harvardbusiness.org/2005/03/lean-consumption/sb2
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