Terminology and Definitions 

1. Gemba,Management walks the floor with staff in order to identify waste and areas of improvement
2. Muda,A Japanese word meaning Waste
3. Defect,The result of error
4. Error,The cause of a defect
5. Benchmarking,The continuous focus process of measuring and comparing our service against industry leaders
6. Escape,Any problem or ineffiency that reaches the external customer
7. Lean,A waste free process
8. Mistake Proofing,Developing methods and devices that help perform a task without a defect