In Lean Thinking: Banish Waste and Create Wealth in Your Corporation, Revised and Updated by Womack and Jones, the authors introduced the five core concepts.
The Experience Economy by B. Joseph Pine and James H. Gilmore introduced work as a Theater & Every Business a Stage
Setting the Stage Business901
It takes more than one to play!
This is the board. Simple but it could take up a wall Line of Interaction Line of Visibility Line of Internal Interaction
There is a deck of cards for each progression of economic value and value Intelligence The Experience Economy by B. Joseph Pine and James H. Gilmore
Each Deck has 4 Categories Audience Customer Actions Actors Your Company's Engagement Team Environment Visible to Customers Back Stage Support not seen by Customers
On 1 side is an actual example Audience Customer engages with outside sales on particular project need. Actors Sales discusses opportunity seeking understanding of present situation, next steps of process. Recommends available resources customer can draw from. Environment Web Portal is created for customer with needed files uploaded and internal contacts that may be needed. Back Stage Purchasing updates pricing and availability of external support required. IT assures web portal is functioning.
The other side is blank!
The Game! Business901
Identify Value Game starts with the Customer Experience
Pick where you are at in the market place for a particular Product(Service)/Market! For example you may be selling services! Choose
Separate your cards and place on Board! Audience Customer Actions Actors Your Company's Engagement Team Environment Visible to Customers Back Stage Support not seen by Customers
Decide which happens before purchase and after purchase and by who! Customer Experiences (Actions) Line of Interaction On Stage Actions Line of Visibility Back Stage Actions Line of Internal Interaction Support Processes
The result looks something like this! Customer Experiences (Actions) Line of Interaction On Stage Actions Line of Visibility Back Stage Actions Line of Internal Interaction Support Processes
Put in order and post reaction to each customer experience. Not every experience requires a reaction. Customer Experiences (Actions) On Stage Actions Back Stage Actions Support Processes
Advance work includes a Kanban and limiting Work in Process
More advance work includes setting your budget..
and creating self-organizing teams Sales Service Service IT Marketing Sales Sales Acctng Service Sales Service IT Purchasing Marketing IT Vendor Partner Vendor Consultant
For all of the Lean waste zealots out there Why are you doing these?
Flip the cards over and start Customer Experiences (Actions) On Stage Actions Back Stage Actions Support Processes
Documenting your front stage reactions On Stage Actions
Determine support and environment needed Back Stage Actions
Determine internal and external partners and vendors Support Processes
Discuss and arrange in order
You have Mapped your Value Stream
This is only Scene 1, Take 1
Lean Marketing House
Identify Value
Map Value Stream
Create Flow
Establish Pull
Seek Perfection
There is so much more!
Lean Marketing House 28 Day Program Connecting Learning to Implementation! Recorded Webinars for you to watch at your leisure Workbooks with each webinar Social Learning Web Community After Program Assistance on Web Community Weekly email support Live Sessions dedicated to Playing the Lean Marketing Game
Resources Used Books:This is Service Design Thinking: Basics - Tools - CasesLean Thinking: Banish Waste and Create Wealth in Your Corporation, Revised and UpdatedThe Experience Economy: Work Is Theater & Every Business a Stage Websites: Business901” http://business901.com Sign Up for the Next Session of the Lean Marketing House Limited Space
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Carlos Eduardo Infanger