Managing Customer Value
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 …
I ask Allan Coletta, author of The Lean 3P Advantage this question: You talk about the events, and that seems to be the key part of 3P that you do the work; you do the development, everything, then you get together for this event, instead of stage-gate or control-point. Do you all get together, and Read More …
In a past podcast with Ron Mascitelli, president of Technology Perspectives, we discussed exchanging the use of stage gates in design to what Ron and I both like to call Knowledge gates. I asked Ron, Do these happen at phase gates or control points of the process? Ron: Actually, in my perfect vision of the Read More …
I have been struggling on how, or even if I should use Stage Gates or Control Points in the Lean Service Design methodology. In a recent interview with Ron Mascitelli, president of Technology Perspectives and author of five books, his most-recent publication,Mastering Lean Product Development: A Practical, Event-Driven Process for Maximizing Speed, Profits, and Quality, Read More …
There has been a fair amount written about designing a customer experience and more specifically how the interpretation of theater can help. The most ready reference on the subject is Interactive Services Marketing by Ray Fisk, Steve Grove and Joby John. Service theater is based on the metaphor of services as theater, which they have Read More …
Last month Nancy Duarte spoke at Web2.0 Expo and it was a huge success. In preparation for her talk she asked me if there would be a way to reproduce an exercise called “Speaker & Audience Mapping” that she usually leads in the slideology workshops. The exercise goes like this: the audience picks one of Read More …