Sumitra Vig on Lean & Quality: First Time Right or Next Time Right?

Partner with Svakarma Advisory, LLP, based in Mumbai India.  Episode page: https://leanblog.org/446  My guest for Episode #446 of the Lean Blog Interviews Podcast is Sumitra Vig. She is a partner with her advisory firm Svakarma Advisory, LLP, based in Mumbai India.  She is a customer experience specialist, an ASQ (American Society for Quality) Certified Manager of Quality & Organizational Excellence, and a master trainer & retail banker with years of hands-on international experience in Asia, Europe, Middle East, and Africa.  Sumitra has designed & conducted successful training programs, mentored employees & created an impact across continents Today, we discuss topics and questions including: How did you get introduced to Quality? First time right / first time quality from a customer lens — What is this? Does this mean “no mistakes”? What do we learn from mistakes? Does “first time right” put too much pressure on people? How can we design the product or service in a way that ALLOWS first time right? Design thinking — what does the customer really want? Measures — Problems vs reported problems — how to handle unreported problems? Customer is king? The employee is really king to then deliver a transformational experience?? The 5 Toyota Precepts The book Atomic Habits Women in Lean – Our Table group on LinkedIn Has a master class available online on First Time Right Working with a foundation – mobile hospital for villages, remote Himalaya The podcast is sponsored by Stiles Associates, now in their 30th year of business. They are the go-to Lean recruiting firm serving the manufacturing, private equity, and healthcare industries. Learn more. This podcast is part of the #LeanCommunicators network.