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The future of lean is exciting. Its tools for eliminating waste and for increasing value as customers define it are being enhanced by huge gains in the volume and quality of the information companies can gather about customer behavior, the value of the marketing insights that can be integrated with operations, and the sophistication of the psychological insights brought to bear on the customer’s needs and desires. These advances bring new meaning to the classic lean maxim “learning to see.”
There are known knowns:
there are things we know that we know.
There are known unknowns:
that is to say, there are things that we now know we don’t know.
But there are also unknown unknowns:
there are things we do not know we don’t know.
— Rumsfeld D. (2002) Press Briefing