Using Service Dominant Logic in Lean

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 as the vehicle for implementation of this Logic. The principles of SD-Logic cannot be implemented in various silos of an organization, just as the basic principles of Lean cannot. It requires a cultural and fundamental shift within the organization placing the customer and user experience at the center.

Reference material for video:
Creating a Customer-Centered Culture: Leadership in Quality, Innovation, and Speed
The Service-Dominant Logic of Marketing

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