Lean IT is no longer just about optimising IT. It is about optimising the world of the customer. To do that, we must not just think outside the box. We must also work outside the box. We must take a helicopter view of the whole process, looking for unexplored disconnects and then take a microscope to each disconnect. “Lifting the hood on the processes behind booking flights, checking luggage and other actions we take for granted reveals a myriad of systems that all have to work together in order to make the experience seamless – if not always painless