If your normal experience of customer service is the sound of a machine putting you on hold you may want to listen to this edition of In Business.
Peter Day talks with people who think there is a better, leaner way learning from decades of experience of the Toyota way of making cars. It's called Lean Manufacturing and it could be the way to put the customer at heart of the service industry.
Contributors:
James Womack, President, Lean Enterprise Institute and Author, "The Machine That Changed The World" Jonathan Wilson, Account Director, GEM Stephen Parry, Founder and President, Transform and Co-Author, "Sense and Respond: The Journey to Customer Purpose".
Marc Onetto, Senior Vice President, Worldwide Operations and Customer Service, Amazon.com Simon Smith, Commercial Director, Europe, Middle East and Africa, GE Money
About In Business
We try to make ear-grabbing programmes about the whole world of work, public and private, from vast corporations to modest volunteers.
In Business is all about change. New ways of work and new technologies are challenging most of the assumptions by which organisations have been run for the last 100 years. We try to report on ideas coming over the horizon, just before they start being talked about. We hope it is an exhilarating ride.
The BBC is not responsible for the content of external sites
![[an error occurred while processing this directive]](/staticarchive/6f5326659d791140d906c6a70b21c63b7bf79d07.gif){kind=small}
Currently off-air, visit 'Previous programmes'