I recently saw a paradox that boggled my mind, but that is very true in my experience.

Should we manage to customer experience or revenues?

We Manage to Revenues at the Expense of Everything Else

Take a moment and let the next three sentences sink in.

  1. It’s a fact that the basic tenets of lean management are about maximizing customer value and eliminating waste in the process.
  2. Jacob Stoller, the author of “The Lean CEO: Leading the Way to World-Class Excellence”, said the following:
  3. “The basic tenets of Lean challenge many of the aspects of traditional management theory and calls for a mindset that is foreign to most executives.”

This is the key opportunity for all modern and aspiring leaders.

Eliminate Toil

Lean management is the reason the Japanese crushed U.S. manufacturing industries over the past 75 years, and it is foundational to the DevOps revolution that is sweeping enterprises today.

At PNC, I was privileged to lead teams that reduced the lead time to deliver new development and test servers by 99%. In the past, development teams would wait months for resources while they fielded emails and phone calls from managers and customers who wanted to know why it took so long. Now, developers click a button and have a server the same day, so new product and service delivery can begin almost immediately.

Leadership at PNC gets it.

Be the leader you’ve always wanted, by doing what nobody else is doing.

Act Now

Comment and thank any managers you’ve had that left you inspired to be in their organization and to develop yourself.

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