Anju Saxena and Vivek Goel's presention at the European Lean IT Summit 2012. The success story of a service provider which partnered with its client, a global bank, to measurably improve customer satisfaction, quality of service and transparency in operations. 6 months after running a focused Lean project, a value chain of improved, transparent service delivery and 27% productivity savings were recorded.
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Its interesting that the enthusiasm curve follows the Kübler-Ross curveElizabeth Kübler-Ross found that people react according to a specific pattern. There are two dimensions involved: time and moods. Over time, one sees changes in mood, and the available energy diminishes and increases.Denial, Anger, Negotiation, Dip, Exploring Possibilities, Integration