“Lean is a valuable concept, because it forces you to think about the bigger picture. It's a way of thinking; it's a mindset, with related tools and process behind it.

We start with identifying what are the valuable services and products that matter to your customer. And then thinking about what is necessary for you to deliver those in an acceptable level of quality and all the rest of it. Everything else is Muda (waste).”

Norman Marks (GRC thought leader)