AuthorSense and Respond: The Journey to Customer Lean Service Design PurposeStephen Parry, Susan Barlow and Mike Faulkner. Stephen Parry CEO of S B i f See Business Diff Differently. tl Author of Sense and Respond: The Journey to Customer Purpose. Visiting Fellow to the Lean Enterprise Academy. Operational Research advisor to the Customer Contact Association. Stephen.Parry@seebusinessdifferently.com Twitter: Leanvoices Blog: Leanvoices.com Leanvoices com Website: www.seebusinessdifferently.com
Topic Areas: • Why today’s business models do not support the modern customer. • Why have we designed out our customers and employees? • What happens to people when technology is the face of the company? • Changing the way we develop and bring to market new software applications. • Changing the way organisations think and operate. • A new role for employees, managers and leaders.
What is your change agenda? hange Degre of ch ee
Lean Deployment Considerations New KPIs New Process New New System Structure
Current ‘change’ drivers • Government spending cuts • G oba competition Global co pet t o • Global sourcing • New technologies • Fiscal pressures • Workforce expectations • Social networks • Customer individualisation • Customer customisation • Customer-business co-creation Customer business co creation
Modern businesses are not designed to meet the needs of the modern customer. We need to Sense what matters sooner and Respond quicker. We need modern operating systems which lock onto changing customer needs.We need to manage the explosion in variety and individualisation. g p y We need a different approach to people management and leadership. leadership
The customer challenge: They don’t have time………….they say things like: Solve my problem, completely. yp , p y Dont waste my time or cause me hassle. Minimise the cost of doing business with you you. Provide exactly what I need and deliver value where I need it. Reduce the number of decisions I must make to resolve my problems. Don’t get me to help you; I want you to help me!Adapted from Lean Solutions: Jim Womack and Dan Jones by Stephen Parry 7
Question: What would organisations do if they had to pay for all the customer time they wasted?Adapted from Lean Solutions: Jim Womack and Dan Jones by Stephen Parry 8