Mapping Value Stream in Lean Service Design

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Value Streams differ from the more traditional approaches found in other Value Stream Mapping Processes. Its primary focus is not the discovery of waste but of process improvement with a very specific strategic intent, delivery of superior value for the execution of an organization‘s value proposition. This means that the focus of the analysis must be on those Value Streams and processes within those Value Streams that have the most substantial impact on the most important value drivers. These are the drivers that customers are telling you create value. There is a presentation on this slidedeck.

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Mapping Value Stream in Lean Service Design

  1. 1. Business901
  2. 2. www.businessmodelgeneration.com
  3. 3. ChannelsCustomer Decision Making Process:1. Awareness - How do we raise awareness about our products and services?2. Evaluation - How do we help customers evaluate our Value Proposition?3. Purchase - How do we allow customers to purchase products/services?4. Delivery - How do we deliver a Value Proposition to customers?5. After sales - How do we provide post-purchase customer support?
  4. 4. Awareness Evaluation Purchase Delivery After Sales
  5. 5. Awareness Evaluation Purchase Delivery After Sales
  6. 6. Access Engage Customize Connect Collaborate AdvocateAwareness Evaluation Purchase Delivery After SalesInvolve Influence Interact Intimacy Commit Refer
  7. 7. Pre-Purchase Purchase Post Purchase
  8. 8. Pre-Purchase Purchase Post Purchase
  9. 9. Pre-Purchase Purchase Post PurchaseLine of InteractionLine of VisibilityLine of Internal Interaction
  10. 10. Pre-Purchase Purchase Post PurchaseCustomer Experiences (Actions)On Stage ActionsBack Stage ActionsSupport ProcessesLine of InteractionLine of VisibilityLine of Internal Interaction
  11. 11. Pre-Purchase Purchase Post PurchaseCustomer Experiences (Actions)On Stage ActionsBack Stage ActionsSupport ProcessesLine of InteractionLine of VisibilityLine of Internal Interaction
  12. 12. Pre-Purchase Purchase Post PurchaseCustomer Experiences (Actions)On Stage ActionsBack Stage ActionsSupport ProcessesLine of InteractionLine of VisibilityLine of Internal Interaction
  13. 13. Pre-Purchase Purchase Post PurchaseAccess Engage Customize Connect Collaborate Advocate
  14. 14. Pre-Purchase Purchase Post PurchaseWhichones workbest?Involve Influence Interact Intimacy Commit Refer
  15. 15. Pre-Purchase Purchase Post PurchaseAccess Engage Customize Connect Collaborate AdvocateCustomer Experiences (Actions)On Stage ActionsBack Stage ActionsSupport Processes
  16. 16. Customers require more touch points and interaction.
  17. 17. Involve Influence Interact Intimacy Commit Refer
  18. 18. Involve Influence Interact Intimacy Commit Refer
  19. 19. ResourcesBooks:This is Service Design Thinking: Basics - Tools - CasesBusiness Model Generation: A Handbook for Visionaries, Game Changers,and ChallengersLean Thinking: Banish Waste and Create Wealth in Your Corporation,Revised and UpdatedThe Experience Economy: Work Is Theater & Every Business a StageWebsites:Forrester: Welcome To The Era Of Agile CommerceBusinss901” http://business901.com
  20. 20. •••Our Mission is to bringContinuousImprovementto Sales and Marketing.Business901 Copyright 2011

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