As you can tell I put a great deal of emphasis on the customer’s touchpoints and on a grander scale the Customer Experience. There are few companies that are better at delivering on the Customer Experience than Disney. Watch this short video and test your memory of visiting a Disney Theme park. What do you Read More …
Toyota has led us through the turn of the century and beyond establishing “Respect for People” as one of the most important ingredients of the Toyota Production System and Lean Thinking. This has led to establishing a culture of Servant Leadership versus the more traditional command and control type organization. This type of thinking in Read More …
I would like at this time to explain the Lean Service Design Trilogy Program in more detail. The first week of the program, the Lean Section is about standardization, the SDCA Cycle. The second week, the Service Section will improve a chosen Service Product and implement an improvement process, the PDCA Cycle. The third week Read More …
Marketing with PDCA is about managing a value stream using PDCA (Plan-Do-Check-Act). Using the new SALES PDCA Framework throughout the marketing cycle will provide constant feedback from customers, and can only occur if they are part of the process. It is about creating value in your marketing that a customer needs to enable him to Read More …
I asked you to review at the beginning of this section covered the development of PDCA from the introduction to the scientific method (you could argue between Aristotle or Galileo) to the latest development covered by the paper with the addition of the Model for Improvement published and described in The Improvement Guide. This book Read More …
Remember in the SDCA/Ascertain section where I discussed Franklin Covey’s, The 4 Disciplines of Execution. In 4DEx, they use the term the “Whirlwind” in the same manner as I think about Standard Work. As they describe operating outside the whirlwind (SDCA) think of that as PDCA or EDCA depending on if you are looking for Read More …