Lean for Service Training: Provide to the Customer What they want, Where they want it, and When

The fifth principle in Lean for Service Training (or Lean for Service Operations is¹: Provide exactly what the customer wants, where it is wanted, and when it is wanted.

This principle rests on the notion of close coordination of service providers; where multi-firm organizations work closely together to provide what is wanted and when it is wanted.

But, currently, purchasing something the way we want it, how we want it, and when we want usually means it has to be “custom made”. And, as with anything custom, that service or merchandise can be quite expensive.

The way to make this work is through the application of the next and last principle in Lean for Service Operations: continually aggregate solutions to reduce the customer’s time and hassle.