Very few service providers, regardless of service, look at the customer’s experience — from the customer’s point of view. If they did, service providers would realize that customer’s wait around a lot and much of the customer’s time is wasted.
Queue’s can be an effective way to organize. The key is in managing the queue and eliminating time-traps and waste where we can find them. From the customer’s point of view, the psychology of queues require that there be some value-added result as a consequence of waiting in a queue and that the customer is made aware of the process. Sometimes, we realize after waiting, that the service provider wasn’t able all along to provide the right service, or that the service completely didn’t satisfy — both of which makes the “waiting” feel even worse than it does. All in all, a bad customer experience.
About 4 years ago, a small team and I reduced Patient Wait Time in a high volume Ophthalmic Clinic by 17%. We did this using the principles of Toyota Production System, or Lean Manufacturing. Below is an example of how to provide a better Customer Experience by not wasting the Customer’s Time.
One of the best ways to view what the customer’s experience looks and feels like is to create a Consumption Map. Below is a Consumption Map of a Car Repair Experience:
After some intuitive and innovative process improvement, the Consumption Map can look radically different and feel much better for the customer; in other words, a much better customer experience.
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