The Seven Wastes of the Toyota Production System are part of the folklore of lean thinking and this article discusses the popular addition of an eighth one to the list. It argues that this is a counter-productive move and moreover suggests that a modern waste list should not be fixed or finite and that lean practitioners should be encouraged to develop their own list using the appropriate criteria in order to maximise the impact of identification and removal activities.
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“I’m sorry, but all our agents are busy at the moment…” We’ve all experienced this apologetic message on a Monday morning when we call a service centre to make that claim, book an appointment, or request service. They are experiencing “high levels of demand” and you’re invited to go to...