What is changing is the way weThink, Identify & Deliver Value

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Lean Thinking

• Identify Value• Map Value Stream

• Create Flow

• Establish Pull

• Seek Perfection

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What does the customer value from us?How are you delivering it?

Use Jobs as a filter, more customers needs are revealed.

People naturally network as they work so why not model work itself as a network?

You cannot be great at everything

The Customer Experience will mimic

the Employee Experience

Design Thinking will be what quality

and the process methodologies were.

We are in a Service Economy but do we think that way

Why Positive Change may be more important than Problem Solving

Joe Pine introduce the Multiverse as we were getting started with the Experience Economy

Think Value

“It is not about the things we make, it is about how we use the things we make.” – Malcolm Gladwell

Tangible Transactional to Intangible

Value transfers are not yet well understood by organizations but are recognized by customers.

New models of value recognition are bringing unprecedented competition

The End of Best in Market

Shifting from Goods Dominate Thinking and Transactions to

Service Dominate LogicTM and Co-Creation of Value

Buy

USE

Service Dominant LogicThe Service-Dominant Logic of Marketing edited by Robert Lusch and Stephen Vargo

SD-Logic

Value is always determined by the customer (in-use)

All economies are services economies

The customer is always a co-creator of value

Goods are distribution mechanisms for service provision

Indirect exchange masks fundamental unit of exchange

Service-centered view is customer oriented & relational

Knowledge is fundamental source of competitive advantage

Service is exchanged for service

SD-Logic

Identify Value

We must establish and understand Touch Points

Its not all about problem solving it’s about what we do best – Appreciative Look

Moving Design to the forefront

Designing the Experience

Designing the Journey

Finding the next hassle map of the customer where tomorrow’s demand exists.

Deliver Value

“Every Industry will be disrupted and rebuilt with people at the center.”

- Sheryl Sandburg. COO Facebook

People expect to access information and whenever and wherever we want too.

We want information available on every device

Use of social technology for understanding and learning are in its infancy

Experimentation with new applications, technology seen as young persons role.

World is increasingly collaborative driving changes in the way decisions are made.

Most organizations do not understand the shift of VALUE and the shift to a

COLLABORATIVE world.

Organizations need to challenge themselves by experimenting and creating co-creation of value

opportunities through Lean Thinking.

We hang on to past practices

But It’s not your Grandmother’s Lean Anymore

Knowledge is Everywhere

The quality of the organization and the customer relationship networks will make the difference.

President

Admin Sales Finance Quality Operations

Plant

Shipping

Facilities

Assistant

President

Administration

SalesQuality

Operations

Transaction to teams

Obtainable goal setting.

Willingness to train people.

Commitment to measurement

Understanding and agreement on the need for processes.

Knowledge capture & sharing internally & externally.

Clear-cut business strategy and objectives.

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 iTeamsTeamwork 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

Adva

ncem

ent EDCA

PDCA

SDCA

What is the process?

Effectiveness & Time

Adva

ncem

ent

EDCA

PDCA

SDCA

EDCA PDCA SDCA

How important is Standard Work?

Standard Work puts the food on the table!

The way we do things

Process Focus

Leader Std. Work

Visual Controls

Daily Accountability

Leadership Discipline

Standard Work provides discipline thru

• Clarity on What to do

• Commitment on When to do it

• Translation from Goals to Actions, the Why

• Enablement of the actions, How

• Accountability thru establishing the Who

• Line of sight on Where your circle of influence effects

Standard Work in 1 word

Execution

Do

CheckAct

Standard

Select the Team Goals of the Project

Empower the Team

Locate the people who will be on the team

Agree on the method

State the standard

Provides Line of Sight for Team at Daily Standup

Line of Site for resources needed at weekly tactical

Can auto-populate or be completed by hand. Easily used as part of the task board in a War Room type environment. Virtual Teams can use something as simple as Google Documents or many other popular software packages.

Providing a visual, simple and easily access document is the key.

Line of Site for Goal review at Monthly Strategic

Lean is essentially a knowledge transfer system; it's a training system on how to define

knowledge gaps and close them

PDCA is a Call to Action

Start with a problem that you don’t have the current knowledge to solve.

What don’t I understand that I need to learn?

What change do I need to see?

Close the knowledge gap before closing the performance gap.

Do

CheckAct

Plan

Select the Improvement

Empower the Team

Locate the people who will be on the team

Analyze the current process

Select the initial Problem Perception

Explore when Problem is unknown

EDCA =

• What is?

• What If?

• What Wows?

• What Works?

Do

CheckAct

Explore

Select a limited set of needs you are designing for

Empower the Team

Locate the people who understand the user and the needs

Analyze the user

Sense-making: Give meaning to experience.

Create Pull - DemandValue – in – Use

Service and Products are a means to an end

Value Co-CreationNot for customers rather with customers

TrustReal value with all stakeholders

Lean is targeted to certain kinds of organizations who actually enjoy learning.

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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