x ◾ Preface
will appreciate the intent behind this presentation, and also will gain some-
thing from a deeper understanding of IT operational work.
Our intention is to bring a practitioner’s orientation to the subject. For the
Lean practitioner, as well as the IT practitioner, we provide a starting point
for doing real-world applications of Lean IT. In fact, our aim is to present
material in such a way that practitioners can consider how to immediately
apply the concepts. We believe that Lean is that intuitive and that easy to
As a product of collaboration, there are others who have helped us along
the way, and we wish to give credit to these individuals for the time and
effort they have spent on our behalf.
For review of draft content, critical feedback, and suggestions, as well
as shared knowledge and experience, we would like to thank the follow-
ing individuals: Judy Gerber (Accenture), John Toth (Hewlett-Packard), Ann
Hickey (University of Colorado at Colorado Springs), Bob Grinsell (Blue
Cross Blue Shield of Minnesota), Dan Lafever (Franciscan Alliance), and
Glenn Coleman (Merck & Co.).
For improvement of many of the operational workﬂow models used
throughout the book, Howard would like to thank two of his colleagues at
Microsoft, Amy Hariharan and Michael Wheatﬁll, who generously shared
their knowledge and experience.
For patient rendering of all the ﬁgures and models in the book, we would
also like to thank Kayla Ross of University of Colorado at Colorado Springs.
Finally, for guiding us through the process of publishing this, our ﬁrst
book, we would like to thank Michael Sinocchi, Amber Donley, Theresa
Delforn, Jay Margolis, and Sophie Kirkwood of Productivity Press.
On a personal note, Howard would like to thank his wife, Linda, whose
contribution goes well beyond merely tolerating the time spent at work on
the book. Her role included not only active ongoing encouragement, but, in
fact, she can take much of the responsibility for my embarking on this effort
by encouraging me to write a book in the ﬁrst place, and before then, by
encouraging me to get my MBA. I thank Linda with all my heart.
Rebecca would like to thank her husband, Jim Zerefos, for his continual
support in all her endeavors, her daughter, Kate, for sharing her weekends
with Mom’s book, and all her students who shared their process improve-