Have we reached the transformation stage in the customer experience hierarchy? If so, the role as an expert may have diminished substantially, and we are now seeking facilitators to guide us through our journey. Some of you may not know what I mean by the customer experience hierarchy and how it relates to the transformation Read More …
This is the season; summer vacations are over and the Lean conference season has started. Have you signed up for one? Have you signed up for my next workshop, Lean Service Design Open Workshop on Sept. 27th at the Maryland World Class Consortia quarterly meeting? In a past blog post I discussed, Turning your Conference Read More …
This book contains a simple but powerful definition of services based upon a separation between back-stage and front-stage activities. Services deal with front interactions, production and manufacturing with back-stage operations. The book uses this distinction systematically to explore all the important issues of the field within a coherent set of concepts and maps, including the Read More …
“We want people to go see for themselves and come up with something new and innovative and learn from someone else, see how that could be applied to their own industry.” – Bob Petruska Bob Petruska of Sustain Lean Consulting was my guest this week on the podcast. We discussed his new book, Gemba Walks Read More …
Square and Twitter Co-Founder Jack Dorsey explains some important steps to becoming a better storyteller. According to Dorsey, the first step is to get ideas out of your head, whether you do it by writing or coding. Once the ideas can be reviewed outside your head, you can then decide whether to share them, or Read More …
Do you need a fresh perspective on how to apply Gemba Walks? For starters, are you visiting the areas where your service interacts directly with the customer? Are you looking to identify new service delighters and make a lasting positive impression on customers? Bob Petruska of Sustain Lean Consulting has written a new book, Gemba Read More …