ABSTRACT
Offering a service guarantee can be a good goal to engage a company traversing a Lean transformation journey. While this may not be the only mission of a company, it creates sufficient pressure on the company to make its processes not only effective but also efficient to meet the objectives. When you guarantee a product or service to a customer, it means that you shall compensate the customer financially if the promise is not fulfilled. This is not easy and requires relevant processes cutting across silos to function at a certain level of performance.
