Continuous improvement is based on three primary tenets: identifying & minimizing waste, respecting people, and maintaining a maniacal focus on the customer. My advice today is this: use the holiday shopping season to look for examples of service excellence and service failure.

…but significant sustaining innovations occur in the devices and products we use everyday—this type of innovation can largely go unnoticed. I’d like to address that today by highlighting an innovation I’ve stumbled across that has had a positive impact on me personally—innovation in trimmer string replacement. That’s right, we’re going to talk about trimmer string today!