No Time To Waste

by LeanTeams

On Purpose: Staying customer-focused with Lean

Lean begins and ends with customer value.

At its core, the first principle of Lean—”Define value from the standpoint of the customer”—reminds us that every action, improvement, or innovation must be driven by what matters most to our customers.

When we stay relentlessly focused on the customer, we align our purpose, energy, and resources to solving real problems.

If you don’t listen to your customers, someone else will

Jeff Bezos

On Process: Flow vs. batch: why small is beautiful

Traditional batch processing often optimises for the Voice of the Process—what works best for internal efficiency.

But Lean teaches us to prioritise the Voice of the Customer—the external pull that drives true value.

Large batches create delays, obscure defects, and slow learning.

In contrast, one-piece flow reduces lead time, increases flexibility, and delivers value faster.

Small, continuous flow systems create transparency, responsiveness, and agility—exactly what today’s customers demand.

Small lot sizes improve quality, reduce inventory, and increase flexibility

Toyota Production System

On People: Listening to frontline voices

The true voice of the customer is most clearly heard on the front lines—where products are used, services are delivered, and feedback is most raw.

The Lean principle of Going to Gemba encourages leaders to spend time where the work happens, not to inspect or audit, but to listen, learn, and understand both employee and customer experience.

Frontline teams are the closest to value delivery and often the first to spot emerging customer needs or pain points.

Ignoring these voices risks losing touch with both our people and our customers.

Leadership is not about being in charge. It is about taking care of those in your charge

Simon Sinek

Leader’s Task of the Week

Gemba Walk with Purpose – Schedule time this week to visit a frontline team. Don’t go with a checklist—go with curiosity. Ask: What’s getting in your way? What are customers telling you? What would help you serve them better? Capture insights and commit to acting on at least one item raised.

Upcoming Workshops & Events

Join our upcoming sessions to deepen your Lean knowledge and network.

LBI Excellence Awards 2025

Lean, C.I., Digitalisation, Sustainability, and Organisational / Operational / Enterprise Excellence

LEAN PRACTITIONER

Apply Lean thinking in 12 weeks

GEMBA SUMMIT 2025

Real-World Lean Implementation

Connect & Share

Help us spread the Lean mindset. Know a manager who’d benefit? Forward this.