Strategic Lean Service is a highly readable case study of the groundbreaking use of Lean - conceived and shaped in the manufacturing sector - to transform a global IT service delivery organization. It surveys the course traveled by Baan Customer Service & Support (CS&S) in the early years of the new millennium, at a point when it faced a number of serious problems. Led by Senior Vice-President Ardin Vlot, Baan CS&S analyzed its position with stark honesty and embarked on a campaign of deep, across-the-board transformation in order to establish unprecedented new levels of customer...