“Most Lean service programmes don’t deliver much value to the customer”
Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six Sigma Master Black Belts. I…
Examining the evidence shows that Lean has a way to go to enable customer-centricity I once made this statement to a group of Lean Six Sigma Master Black Belts. I…
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed as an outrageous claim that…
Lean and BPM practitioners need to add to their toolbox In Part 1 of this series we examined basic evidence that supports whatcould be construed as an outrageous claim: that…
Patient experience is one of the three pillars of quality in healthcare. If healthcare organisations are to improve the quality of care they provide, then efforts to improve their patients’…
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the day counting down the time…