Authors James P. Womack and Daniel T. Jones were early proselytizers for the
lean production philosophy, a set of "waste-not-want-not" principles that most businesses now accept. But
good business requires more than efficient production. Noting that
consumers are still not happy, despite an abundant supply of high-quality, low-cost products, the
Authors now have subjected
consumption to "lean" analysis as well - and they’ve found that consumption is as inefficient as production used to be. Consumers face lengthy delays, unhelpful "help" lines, ineffective service representatives, and other annoying and costly wastes of time and energy.
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