Making IT Lean

Lean Problem-Solving: Identifying and Understanding Problems  ◾  119

sequence, every time. This suggests use of checklists or other documenta-

tion. Standardization is ultimately the means by which we reduce unnec-

essary variability in work environments, the absence of which is very

often an underlying cause of service defects of one sort or another. Part of

standardizing work is to assign individuals to tasks (think RACI), and also

scheduling (who does what when), and the implication is that scheduling is

formal and agreed upon.

Sustain

Sustain refers to the improved work practices that derive from doing 5S, the

question being how these improvements can be sustained over the long

term. This addresses the very common result of doing improvem