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Lean is now a global movement, after first taking hold in the manufacturing domain thanks to the Toyota Production System in post-WWII Japan. Lean has been used in Customer Service for almost two decades, as observed in 2003’s Harvard Business Review article “ The Lean Service Machine ” by Cynthia Karen Swank.
In a kind of analogous way, everyone uses the Internet now, which wasn’t true certainly, when we started Flickr, in late 2003. We started development in early 2004. There’s a vendor review approval process, and a security policy analyst, and their in house counsel wants to mark up the TOS. Has that changed at all?
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