http://hbr.org/2003/10/the-lean-service-machine/ar/1
Administration & Support
The Lean Service Machine
The Harvard Business Review details how Jefferson Pilot Financial applied lean principles to its insurance business, not only to cut costs, but to grow revenue by distinguishing itself from competitors by offering better service to customers. (Follow link for how to obtain full article from HBR.)
Related
Administration & Support
Integrating Finance into Operational Kaizen: The Operational Leader’s Perspective
