Managing Customer Value
Think about the kind of team needed: Tactical execution(SDCA), Problem Resolution (PDCA), and Creativity (EDCA). Separate the sessions so people know which hat they are wearing when. Without this process, you may have creative teams working on tactical execution or on the other hand a problem-solving team working on a creative solution. Once you’ve identified Read More …
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 …
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 …
This is an excerpt from a webinar, that I presented on Lean Service Design. This particular section is on Service Dominant Logic or SD-Logic which was introduced by Robert Lusch and Stephen Vargo in the book, The Service-Dominant Logic of Marketing. Lean viewed through the lens of PDCA as a knowledge creation platform can serve 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 …
Lean Sales and Marketing is just not another extension of Lean into another area of business. if you think that way, you will be marred into product dominant thinking. You must recognize Lean as the pathway into Service Dominant Logic Thinking (Vargo and Lusch (2006)). Lean is used as the vehicle to deliver effective and Read More …