Lean was born out of manufacturing practices, but in recent times, has transformed the world of knowledge work and management. It encourages the
Customer Experience: What Are We Really Fixing?
We have heard it all before. The customer is always right and what the customer says ¦ goes! Yeah well, that is true ¦ to a point. We will do whatever
Food Service: Serving Up Six Sigma Quality Daily
The food service industry is tough. The challenges of the industry range from food costs and quality, to customer service and effectively using labor.
Developing Customer Personas To Create Customer Journey Maps
Developing Customer Personas are a critical step in building Customer Journey Maps. Keeping in mind the purpose of the exercise is key: We develop
Visualizing the Customer Experience: Customer Journey Map and Continuous Improvement
Go here to view a customer journey map video explanation and download a free template. In a prior post, I discussed how most Lean practitioners
Suppliers, Inputs, Process, Output, Customers (SIPOC Diagram)
A SIPOC is a high level process map that includes Suppliers, Inputs, Process, Output, and Customers. The video below explains SIPOC and shows several