1. Explain how CMA used the four principles of lean operating systems to improve performance.
2. Using information from the case, sketch the original paper-based value chain and compare it to a sketch of the modern electronic value chain that uses a common database. Explain how the performance of both systems might compare.
3. What is a total annual record retrieval cost savings with the old (paper-based) versus new (electronic) systems?
4. Does this CMA improvement initiative have any effect on sustainability? If so, how? If not, why?
5. Using lean principles, can you simultaneously improve the speed and quality while reducing waste and costs? What are the tradeoffs? Justify.