is a NVA. Take it out and eliminate all sorts of dead or idling time in a day. # 4 -- Voice of The Customer -- Understanding what the customer wants. In today's world there aren't any products or services that a customer wants that we do not want. One doesn't have to wait for a survey or a customer feedback loop to get it. One can simulate it in their own environment and understand the comfort or frustration associated with their product. Asking or engaging a customer and investing their time to get your product better is a sinful waste of time. # 5 -- Managing Change -- Needs to be done to be acceptable, get the team to be enrolled, get them to understand the benefits, use all sorts of acceptable techniques sincerely, as in positive reinforcement and encouraging people to try and come up with their own solutions to sustain and own them, and feel proud. Avoid telling and increase the Socratic approach of asking. Hope this makes sense to you and at first I thought it is old wine in a new bottle, however, if you have not been exposed to such concepts in the past then it is likely that it is all new to you in your discovery while we have been religiously applying these 5 and more metrics since the 80?s when Lean Six Sigma was introduced. Good luck and hope to work on a common project with you if you still feel