Lean Software & Systems Conference - Business901 Presentation

What is changing is the way we Think, Identify & Deliver Value

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Lean Thinking • Identify Value • Map Value Stream • Create Flow • Establish Pull • Seek Perfection

Business901 PodcastWhat 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?

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

New models of value recognition arebringing unprecedented competition

The End ofBest inMarket

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

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 & relationalKnowledge is fundamental source of competitive advantage Service is exchanged for service

Identify Value

We must establish and understand Touch Points

Its not all about problem solvingit’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 collaborativedriving 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 byexperimenting 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 EverywhereThe quality of the organization andthe customer relationshipnetworks will make the difference.

PresidentOperations Administration Quality Sales

Transaction to teamsObtainable goal setting.Willingness to train people.Commitment to measurementUnderstanding and agreement on the need for processes.Knowledge capture & sharing internally & externally.Clear-cut business strategy and objectives.

Make it manageable Follow the 2 Pizza Rule - Amazon, Jeff Bezos

Line of SightKnow what your Team Membersare doing:• Daily Standups• Weekly Tactical• Monthly Strategic• Quarterly Strategic

Successful Lean teams are iTeams Teamwork is an individual not group skillIndividuals 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 ofinteraction your organization needs based on the products/services it is delivering.

Consider the kind of team needed Roles

What is the process? EDCAAdvancement PDCA SDCA Effectiveness & Time

EDCAAdvancement PDCA Effectiveness & Time SDCA

How important is Standard Work? EDCA PDCA SDCAStandard Work puts the food on the table!

Leader Std. WorkLeadership Process Visual Discipline Focus Controls Daily Accountability

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

State the standard Agree on the methodLocate the people who will be on the team Empower the Team Select the Team Goals of the Project Standard Do Act Check

Provides Line of Sight for Team at Daily Standup

Line of Site for resources needed at weekly tactical Providing a visual, simple and easily access document is the key. 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.

Line of Site for Goal review at Monthly Strategic

Lean is essentially a knowledge transfersystem; its a training system on how to define knowledge gaps and close them

PDCA is a Call to ActionStart 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.

Select the initial Problem Perception Analyze the current processLocate the people who will be on the team Empower the Team Select the Improvement Plan Do Act Check

Explore when Problem is unknownEDCA = • What is? • What If? • What Wows? • What Works?

Sense-making: Give meaning to experience. Analyze the userLocate the people who understand the user and the needs Empower the Team Select a limited set of needs you are designing for Explore Do Act Check

Create Pull - Demand Value – in – UseService and Products are a means to an end Value Co-Creation Not for customers rather with customers Trust Real value with all stakeholders

Lean is targeted to certain kinds oforganizations who actually enjoy learning.

The only competitive advantage you have is the rate at which you learn from your customers.Positioning your organization in your customer’s playground is the most important role an organization has.

• Over 130 Free eBooks• Regular Blog Posts• Free Tools• Discussion Groups• Podcast with Celebrated Authors, Industry Practitioners and Leading Thought Leaders Our Mission is to bring Continuous Improvement to Sales and Marketing. http://leanmarketinglab.com

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Lean Software & Systems Conference - Business901 Presentation

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Lean Software & Systems Conference - Business901 Presentation Presentation Transcript