ABSTRACT
From my experience, I have seen that this is a problem plaguing many service companies. When customers are not able to verbalize what service means to them, it is just a symptom of a deep-rooted malady facing the company. It is a manifestation of leadership not taking service as a key business proposition. You may be wondering how Lean is related to this. We do not realize it, but great many resources are wasted because of such a fundamental gap in definition.
