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The Scholtes Canvas
                                             What is the Purpose of the Organization?                                                                                                              Applying the Kano Model
                  How do you it?                          What do you do?                             Why do you do it?
                                                                                                                                                                                         Basics                        Performance                   Delighters

                                                                                                                                            Receiving Company



   What capabilities do your customers acquire (or improve) as a result of interacting with you? (Not what you do)                          Intermediate



                                                                                                                                            User




                                                     Who are your Competitors?                                                                                                               Identify Customer Feedback Loops
                      Others that do what you do                            Alternatives ways people satisfy their needs                                                             Reactive Customer Feedback                  Proactive Customer Feedback

                                                                                                                                            Describe Process/Routine




                                                               Customers                                                                    Describe New Process

      Who are your current customers?                     Who should be, but are not?                Who by your choice are not?



                                                                                                                                                                                                  Gemba: Mapping the Process
                                                                                                                                                   Start                                              Flow of Work                                       Completed
                                                                                                                                                                       Early Stags                     Middle Stages                 Late Stages
              Identify the major products and service that benefit your customers and serve your purpose
                             Product/Service                                Benefit/Capability Acquired by Customer




                                                                                                                                                                              Trace a Basic Key Quality Characteristic through Process
    Choose a Specific product or service: ____________________________________                                                                     Start                                              Flow of Work                                       Completed
                                                                                                                                                                   Early Stags                         Middle Stages                 Late Stages

                                    Examine the chain of customers for that product or service                                          Assured
                  Who Receives it from you                 Intermediate Customers                              End User

                                                                                                                                        Violated




Business901.com                                    Adapted from The Leaders Handbook by Peter Scholtes, published by McGraw-Hill 1998
The Scholtes Canvas                                                                                                                     Value Stream:

                                             What is the Purpose of the Value Stream?                                                                                                              Applying the Kano Model
                  How do you it?                          What do you do?                             Why do you do it?
                                                                                                                                                                                         Basics                        Performance                   Delighters

                                                                                                                                            Receiving Company



   What capabilities do your customers acquire (or improve) as a result of interacting with you? (Not what you do)                          Intermediate



                                                                                                                                            User




                                                     Who are your Competitors?                                                                                                               Identify Customer Feedback Loops
                      Others that do what you do                            Alternatives ways people satisfy their needs                                                             Reactive Customer Feedback                  Proactive Customer Feedback

                                                                                                                                            Describe Process/Routine




                                                               Customers                                                                    Describe New Process
      Who are your current customers?                     Who should be, but are not?                Who by your choice are not?



                                                                                                                                                                                                  Gemba: Mapping the Process
                                                                                                                                                   Start                                              Flow of Work                                       Completed
                                                                                                                                                                       Early Stags                     Middle Stages                 Late Stages
              Identify the major products and service that benefit your customers and serve your purpose
                             Product/Service                                Benefit/Capability Acquired by Customer




                                    Examine the chain of customers for that product or service                                                                                 Trace a Basic Key Quality Characteristic through Process
                                                                                                                                                   Start                                              Flow of Work                                       Completed
                  Who Receives it from you                 Intermediate Customers                              End User
                                                                                                                                                                   Early Stags                         Middle Stages                 Late Stages

                                                                                                                                        Assured



                                                                                                                                        Violated




Business901.com                                    Adapted from The Leaders Handbook by Peter Scholtes, published by McGraw-Hill 1998

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Scholtes Canvas for Lean Sales and Marketing

  • 1. The Scholtes Canvas What is the Purpose of the Organization? Applying the Kano Model How do you it? What do you do? Why do you do it? Basics Performance Delighters Receiving Company What capabilities do your customers acquire (or improve) as a result of interacting with you? (Not what you do) Intermediate User Who are your Competitors? Identify Customer Feedback Loops Others that do what you do Alternatives ways people satisfy their needs Reactive Customer Feedback Proactive Customer Feedback Describe Process/Routine Customers Describe New Process Who are your current customers? Who should be, but are not? Who by your choice are not? Gemba: Mapping the Process Start Flow of Work Completed Early Stags Middle Stages Late Stages Identify the major products and service that benefit your customers and serve your purpose Product/Service Benefit/Capability Acquired by Customer Trace a Basic Key Quality Characteristic through Process Choose a Specific product or service: ____________________________________ Start Flow of Work Completed Early Stags Middle Stages Late Stages Examine the chain of customers for that product or service Assured Who Receives it from you Intermediate Customers End User Violated Business901.com Adapted from The Leaders Handbook by Peter Scholtes, published by McGraw-Hill 1998
  • 2. The Scholtes Canvas Value Stream: What is the Purpose of the Value Stream? Applying the Kano Model How do you it? What do you do? Why do you do it? Basics Performance Delighters Receiving Company What capabilities do your customers acquire (or improve) as a result of interacting with you? (Not what you do) Intermediate User Who are your Competitors? Identify Customer Feedback Loops Others that do what you do Alternatives ways people satisfy their needs Reactive Customer Feedback Proactive Customer Feedback Describe Process/Routine Customers Describe New Process Who are your current customers? Who should be, but are not? Who by your choice are not? Gemba: Mapping the Process Start Flow of Work Completed Early Stags Middle Stages Late Stages Identify the major products and service that benefit your customers and serve your purpose Product/Service Benefit/Capability Acquired by Customer Examine the chain of customers for that product or service Trace a Basic Key Quality Characteristic through Process Start Flow of Work Completed Who Receives it from you Intermediate Customers End User Early Stags Middle Stages Late Stages Assured Violated Business901.com Adapted from The Leaders Handbook by Peter Scholtes, published by McGraw-Hill 1998