This is not a real Lean tool per se, but I’d say Compassion:
- compassion from management toward employees to help them get out of these messy processes and improve their work;
- compassion for the poor customer that have to deal with a malfunctioning product or service;
- compassion for the top management for themselves that need to cope with a dysfunctional company when it could be made flourishing and have all people, from top management to lower level employees thrive at work…
What about you?