Managing Customer Value
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 …
So what has happened to Lean Product Development and Lean Design? I had mentioned Allen Ward previously and his pioneering work in the area of Lean Development. Allen unfortunately passed away several years ago ( a tribute to his work) and his torch; I believe has best been picked up by Michael Kennedy who has Read More …
The differences in Design between Lean and Six Sigma are not in the tools that they use but in the paths, they have chosen to take. The initial paths of each into the design fields were driven by the fact that most cost and problems to include quality and variability were designed into a product/service Read More …