Managing Customer Value
A little bit of a Spoof, but nevertheless an outline on how to think in Lean Service Design. Customer Journey Canvas from the book, This is Service Design Thinking When I use the SALES PDCA approach in Lean Marketing, I emphasize the use of sales and marketing teams. It is one of the underlying principles Read More …
Cultural Historical Activity Theory (CHAT) has its origins in Lev Vygotsky’s pioneering work in the 1920s. More recently, education scholars have used CHAT to study learning behavior through the creation of activity systems analysis. When we view sales and marketing or even Lean as a knowledge building exercise this thought process brings an alternative way Read More …
In the Lean Design we use a process that is called Lean 3P. One of the most contentious part of 3P is this idea of looking to nature, to try to find solutions to the problems you’re trying to solve. We begin by looking at all the value?adding steps. Then for each of those value?adding Read More …
The next crucial level of organizational effectiveness: Lean Service Design. I have the pleasure of introducing Sara Coene (@saracoene) through this guest blog post. Sara is a Lean Service and Process Consultant and co-founder of Storites. She helps companies develop creative ideas and concepts to adapt their processes, business models and services to the desires Read More …
In a recent Business901 podcast, Use the Lean 3P Process to drive Effective Change, I discussed with co-author of the book, Dan McDonnell, how to use Lean 3P within the organization not only for Lean Product Development but also for any type of change program. About the book, Unleashing the Power of 3P: The Key Read More …
(ASQ) Lean Enterprise Division will host the webinar Lean Service Design: Closing the Gaps between Perception and Reality on Tuesday, January 8, 2013 12:00 PM – 1:00 PM CST. 80% of Companies believe they deliver a Superior Service, only 8% of their Customers agree Lean Service Design changes the way you think about business. No Read More …