It Only Works if You Work It

I had an interesting comment from Steve Hamrin over the weekend. Steve mentions the importance of Kaizen to the continuous improvement that raised Asian industry from laughing stock to world-leader. He then explains that Kaizen will also be necessary to the emergence of Asian call centers as World-class operations.

Steve’s comment reminded me of a recent experience. I was in a call center manager’s office. This particular call center has a long way to go in almost every respect. It’s a model of constant chaos. On the wall of the office were various and sundry posters and placards of the motivational variety. I noticed at least two that said "practice kaizen".

It’s one thing to understand it. It’s another thing to do it.

It only works if you work it.

Let’s start today.

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