thru Adaptive Marketing Practices
What makes Hoshin so unique over other planning methods is the effort that is put into the cascading effect of the Hoshin plan. This effect is called “Catchball”. Catchball drives the strategic planning process into every level of the organization and every employee and provides them the opportunity to define how they will contribute to Read More …
I highly recommend this book if you want to attempt using a Hoshin Kanri approach without the use of an external consultant. This book is one of the better “how to” guides available, Policy Deployment & Lean Implementation Planning: 10 Step Roadmap to Successful Policy Deployment Using Lean as a System. The book is an Read More …
Bob Thompson is founder and CEO of CustomerThink Corporation which includes being editor-in-chief of CustomerThink.com, the world’s largest online community dedicated to helping business leaders develop and implement customer-centric business strategies. In a short podcast, edited out of last weeks podcast (either Bob or I talked to long) What It Really Means To Be Customer Read More …
There seems to be as many maps in the Service Design world as there is time in the Lean world. Service Design has a few types of maps that they consider, Process Maps, Journey Maps, Blueprint Maps, Net-map, Offering Maps, Mind Maps, etc. Not that I don’t enjoy the tools but it gets rather confusing. Read More …
The most difficult thing to do sometimes is to say I am done. How do you know when a product/service is finished? In Lean Thinking, we design (EDCA) for PDCA and only after we standardize do we consider the initial design finished. We are only finished when the product lifecyle is completed. How are you Read More …
I have always thought that the Customer Experience will mimic the Employee Experience. After this discussion with Kathy Cuff, I might take that saying one step further. Kathy Cuff is a senior consulting partner with The Ken Blanchard Companies and co-author of LEGENDARY SERVICE: The Key is to Care. Kathy seems to have done just Read More …