ABSTRACT
One of the objectives of a Lean intervention should be to create an environment in which customers can serve themselves. Do not be amazed at what I am telling you. Some people believe that by making customers serve themselves, you will be alienating them. This is not true. This is an old shibboleth that one cannot cling to in today’s fast-paced world of customer service. There are ample examples today to prove that self-service is something that the customers readily accept and find convenient.
