Are you structured to deliver waste free services?

The other day, I wrote about all the Maps in Service Design. Right or wrong, there has to be a reason we like all these maps. I think the idea of doing one is attractive to most but after starting the process many people get hesitant, the questions get hard. Whether we are mapping in Read More …

Are you changing how you deliver a workshop?

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 …

Using an Integrated approach of Lean, Six Sigma, and TOC to deliver results in Healthcare

Bahadir Inozu, Ph.D., the Chief Executive Officer and Dan Chauncey, the Director of Deployment Services for NOVACES joined me in this podcast to discuss an integrated approach for using three industrially based methods, Lean, Six Sigma, and Constraints Management to transform hospital operations. They have just published a book, Performance Improvement for Healthcare that explains Read More …

Does Lean Marketing deliver what the customer wants?

Customers do not want more choices. They just want what they want, period. And in an economy that there is less demand than supply, they can get it. Companies in response to this create more features, more options in their products or services. They will take the deep dive into segmenting their markets and through Read More …

Can Voice of Customer deliver

In Dr. Reidenbach’s book, Listening to the Voice of the Market: How to Increase Market Share and Satisfy Current Customers, he makes a strong case that obtaining the Voice of Customer is just not good enough, it must be Voice of Market. He maintains that you cannot focus solely on your organization’s customer but on Read More …