Book review: "Steady Work," by Karen Gaudet
Markovitz Consulting
APRIL 7, 2020
Gaudet traces Starbucks’ budding lean journey with its “A Better Way” program in 2009, to its full flower with “Playbook” in 2011, and (sadly) to its eventual abandonment around 2015. So, an initiative that was intended to create a consistent experience for the customer was actually creating slightly different operations in every store.
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