Managing Customer Value
Value Stream Mapping is a process most consider an exercise for finding and removing waste. It is a foundational Lean Tool that typically gets introduced early in a Lean Transformation. A Systems2win Excel template is depicted below: Value Steam Mapping is a powerful tool in the Lean arsenal but is far from the only kind Read More …
Don’t start a Value Stream Mapping (VSM) process trying to solve a problem! Start the process trying to identify the process. You probably know there is a problem somewhere that is why you’re working on it. However, to many of us will not prepare properly for a VSM event. We will gather information to solve Read More …
Besides having a clear brand promise we need a clear process for staff to be able to engage effectively with customers. Processes and Standards enables your staff to make decisions. It enables flexibility and/or agility in handling customers. I ask John Goodman the Vice Chairman of Customer Care Measurement and Consulting, if he thought this Read More …
I have talked for many years that your marketing process should follow the decision process of your customer. Even to the extent that I would create a map to follow that path. In the old days, we called it a marketing funnel and that has evolved to the customer journey. I would then attempt to Read More …
Can a process really drive innovation? If we call Lean 3P a standard process, how would that accelerate, let’s say, a learning cycle? These are the questions that I asked Dan McDonnell discussed the co-authorof the book, Unleashing the Power of 3P: The Key to Breakthrough Improvement. He answered the question below and many other 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. Third generation Ben Graham was on a past Business901 podcast and I asked him specifically about process mapping and later the difference between process mapping and value stream mapping. Entire Transcript Read More …