Thin Air: How Wireless Technology Supports Lean ... - Prepaid MVNO

The Lean Wireless Missions • 109
site at all. Simply put, employees of Websense customers did not have the
choice to expose their companies; the “good choice” was automated.
Websense ThreatSeeker technology had discovered the malware, and
disallowed access by its customers, using Websense Real-Time Security
Updates and in time to prevent monetary loss. Websense describes what
it calls essential information protection, or EIP, which is a uniquely Lean
concept: it assigns granular rules to specific information, which is tagged
with an “electronic fingerprint.” For example, a company may specify:
• Only lead engineers may copy CAD drawings to a USB drive.
• Only marketing personnel may view pop-up ads.
• Only a specific personnel administrator may e-mail social security
numbers, and never more than one in a single mail.
• Only physicians and registered nurses may read patient histories,
and only physicians may enter diagnoses.
• No employee may e-mail a shipping coordinate.
This simple security protocol would have headed off the bad choice, for
instance, to put defense logistics files on an MP3 player.
The Value of Airsourced and Automated Decisions
Lean principles wisely view paperwork as muda; if filling out work travelers,
trucking manifests, and expense reports were fulfilling, employees
would be better at doing it. Recall our earlier point as well, that human
error puts a glass ceiling on quality by introducing a consistent margin of
error.
Most repetitive processes may be automated to remove that error,
for example, scanning a car chassis going by in production, generating
advanced shipping notices, and taking inventory. But where there is repetition,
there are consistent judgments and criteria, which can be automated.
Thus, there are far more opportunities for automation and airsourcing:
• Data entry may of course be automated, and this is where most companies
start their automation.
• Decisions may be automated.
• Service may be automated, so that a customer has immediate satisfaction
and resolution.
© 2010 by Taylor and Francis Group, LLC