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   1 - Introduction.mp4

   2 - Banking-Customer-Experience-Measuring-Customer-Effort-Handout.pdf

   2 - Differentiate Customer Satisfaction from Experience Process Perspective.mp4

   3 - Lean and The Inefficiency Triangle.mp4

   4 - Define Value and Non Value Activities.mp4

   5 - 1 Lean Waste Excess Tranportation.mp4

   7 - 3 Lean Waste Excess Motion.mp4

   9 - 5 Lean Waste NonUtilized Skills.mp4

   10 - 6 Lean Waste Ethical Violation.mp4

   12 - 8 Lean Waste Over Generation.mp4

   14 - Shared Consequences and Balancing Lean Wastes.mp4

   15 - Review and Next Steps.mp4

  Bonus Resources.txt