O'Reilly logo

Beyond the Lean Office by Kevin J. Duggan

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 9

The Tour

As we walked through the hallways to the industrial claims processing area, I had an unexpected feeling of excitement, like a kid at a birthday party about to unwrap the big gift. Jennifer had presented a really good case for Operational Excellence. She explained the need for flow, how to create it, and even discussed ways to identify broken flow and empower the team to repair it. It all made sense, and now I was looking forward to seeing it in action.

Just before we set foot in the office, Jennifer stopped us and said, “Let me give you a quick overview of what you’ll see on the tour. Generally speaking, we’re going to follow the flow from when a claim is initiated all the way through to the last step before it goes out to ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required