When I discuss PDCA as a knowledge building activity, many people struggle with that concept. They may even struggle more with the concept of using PDCA to close the knowledge gaps within a Customer Decision making process. This video with Joe Pine discussing, “The Importance of Design Tools for Mass Customization” makes a case for utilizing PDCA as the Design Tools. I may be putting words in Joe’s mouth but as you watch this video, what else would you use?
To me, this is the excitement of Lean. Lean Sales and Marketing when applied properly will give you this ideal that the customer is looking for. It’s that commitment to reaching that ideal. PDCA is that system aspect. The exercises you use to get there in your own way.
PDCA will take you step by step towards this ideal. The focus is very much on diagnosing the problem first before anything else. You won’t solve customers’ problems for them. You will work/collaborate with customers on how to solve the problems and expand on customization.
Review the blog post, Mass Customization is not Mass Customization
Related Information:
Scaling the Customer Decision Making Process
Lean needs Marketing, more than Marketing needs Lean!
Customer Experience more powerful than the Supply Chain?
Can the customer be front stage in your organization?
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