Service

by Joe Dager, Business901

Lean

Design Service

EDCA SDCA

PDCA

Pre-Purchase Purchase Post Purchase

Consider the kind of Actors needed

Roles

President

Administration

Sales Quality

Operations

Follow the 2 Pizza Rule - Amazon, Jeff Bezos

Make it manageable

Line of Sight

Know what your Team Members are doing:

• Daily Standups

• Weekly Tactical

• Monthly Strategic

• Quarterly Strategic

Successful Lean teams are

iTeams

Teamwork is an individual not group skill

Individuals must take responsibility for… • the quality and productivity of each

team

• relationships they are part of

• individual accountability

• the larger, shared tasks or deliverables

Customer Experience

will mimic your Employee Experience

• Know your team, design for personal & social needs

• Build fun/pleasure/satisfaction into activities

• Design cycles based on desired customer experience

• Embrace motivators like power, autonomy & belonging

What is your iCustomer Level?

The iCustomer level is not a tangible number. It is strictly based on the degree of interaction your organization needs based on the products/services it is delivering.

Consider the kind of team needed

Roles

Effectiveness & Time

Advancem

ent

EDCA

PDCA

SDCA

What is the process?

Effectiveness & Time

Advancem

ent

EDCA

PDCA

SDCA

Positioning your organization in your customer’s playground is the most important role an organization

has.

The only competitive advantage you have is the rate at which you learn from your

customers.

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