When touchpoints become painpoints, it’s time for a Muda, Mura and Muri intervention.

Not all service and experience-based propositions are created equally – many undoubtedly “get the job done”, and are generally worthy of positive reviews and the occasional 5-star ratings. However, far too many can seem utterly illogical or “painful” in the eyes of external and internal customers alike. While organizational apathy and poor design may be … Continue reading When touchpoints become painpoints, it’s time for a Muda, Mura and Muri intervention.