ABSTRACT
As we walked through the hallways to the industrial claims processing area, I had an unexpected feeling of excitement, like a kid at a birthday party about to unwrap the big gift. Jennifer had presented a really good case for Operational Excellence. She explained the need for flow, how to create it, and even discussed ways to identify broken flow and empower the team to repair it. It all made sense, and now I was looking forward to seeing it in action.
