37. 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
39. Transaction to teams
Obtainable goal setting.
Willingness to train people.
Commitment to measurement
Understanding and agreement on the need for processes.
Knowledge capture & sharing internally & externally.
Clear-cut business strategy and objectives.
44. 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.
45. Line of Site for Goal review at Monthly Strategic
46. Successful Lean teams are iTeams
Teamwork is an individual not group skill
Individuals must take responsibility for…
• the quality and productivity of each team
• relationships they are part of
• individual accountability
• the larger, shared tasks or deliverables
50. How important is Standard Work?
EDCA PDCA SDCA
Standard Work puts the food on the table!
51. Leader Std.
Work
Leadership Process Visual
Discipline Focus Controls
Daily
Accountability
52. 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
54. State the standard
Agree on the method
Locate the people who will be on the team
Empower the Team
Select the Team Goals of the Project
Standard Do
Act Check
55. Lean is essentially a knowledge transfer
system; it's a training system on how to define
knowledge gaps and close them
56. PDCA is a Call to Action
Start 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.
57. Select the initial Problem Perception
Analyze the current process
Locate the people who will be on the team
Empower the Team
Select the Improvement
Plan Do
Act Check
58. Explore when Problem is unknown
EDCA =
• What is?
• What If?
• What Wows?
• What Works?
60. Sense-making: Give meaning to experience.
Analyze the user
Locate 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
61. Create Pull - Demand
Value – in – Use
Service and Products are a means to an end
Value Co-Creation
Not for customers rather with customers
Trust
Real value with all stakeholders
62. Lean is targeted to certain kinds of
organizations who actually enjoy learning.
63. 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.
64. • Over 130 Free eBooks
• Regular Blog Posts
• Free Tools
• Discussion Groups
• Podcast with Celebrated Authors, Industry Practitioners
and Leading Thought Leaders
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