Clean Officespace

BLOG

Observations on Lean Dynamics

This blog provides observations on the topic of lean dynamics -- on what "lean" really means, common misconceptions, and how it applies to companies, government agencies, and other types of organizations today.

 
Search

Cost-cutting vs. customer satisfaction

Traditional thinking dictates that creating value takes striking the right balance between a range of desired outcomes. Quality is compromised for low prices; speed is prioritized over service. But the consequences of making such compromises can be quite serious, as described in the Business Week article, “Satisfaction Not Guaranteed: How Cost-Cutting Can Backfire When it Ignites Consumer Rage.” The article points out how major firms, from Home Depot to Northwest Airlines,