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The Lean Mindset: Ask the Right Questions by Tom Poppendieck, Mary Poppendieck

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3. Delighted Customers

The Westerner and the Japanese mean something different when they talk of “making a decision.” With us in the West, all the emphasis is on the answer to the question. . . . To the Japanese, however, the important element in decision-making is defining the question.1

1. Peter F. Drucker, “What We Can Learn from Japanese Management,” Harvard Business Review, March–April 1971. Emphasis added. Used with permission.

—Peter Drucker

Ask the Right Questions

The Internet may be the platform that launched the information age, but a century earlier, the internal combustion engine was the platform that launched the transportation age. Reset your clock to the 1890s, and you will see numerous automobile companies trying to sort out ...

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