A service-centered view is inherently customer oriented and relational. – One of the ten foundational principles of SD-Logic When asked, most organizations will say they are customer centered and/or service centered. However, many of us have a problem even defining what that means and as a result putting it into actual practice. In The Service-Dominant Read More …
Remember, how we had those presentation brochures and we would flip through them to do our paper PowerPoint. They were filled with all the features and benefits of our products and services; bullet pointed and mixed in were a bunch of cool pictures. Along came notebook computers and we had real-live PowerPoints. Now, we have Read More …
The following is an excerpt from Chapter 4 of The New Economics, second edition by W. Edwards Deming: A system cannot understand itself. The transformation requires a view from outside. The aim of this chapter is to provide an outside view-a lens-that I call a system of profound knowledge. It provides a map of theory Read More …
In a recent tweet from @Kevin_Meyer he expanded on a comment that he left on a Lean Blog about ISO vs Std Work . His tweet said, What I forgot to mention is that the job breakdown aspect of TWI became our engine of kaizen. A little different than the norm. I intended to respond Read More …
Lean Marketing House (More Info): A starting point for creating true iterative marketing cycles based on not only Lean principles but more importantly Customer Value. Recommended 1st reading of series. Marketing with PDCA (More Info): Targeting what your Customer Values at each stage of the cycle will increase your ability to deliver quicker, more accurately Read More …
Since 1953, the Graham Process Mapping method has been the choice of experts worldwide who need to understand the details of their data flows. Since 1990, Graham Process Mapping Software has made detailed process mapping even easier. Graham Process maps display every hand-off, every decision point, every customer interaction, every time information changes in an Read More …