The document outlines The Scholtes Canvas tool, which is used to analyze an organization or value stream. It provides questions to help identify the purpose, customers, competitors, products/services, and customer benefits. The questions are grouped into sections on purpose, customers, competitors, products/benefits, and customer chain. Mapping exercises are also included to trace a quality characteristic through the process and identify the flow of work. The tool aims to help understand key aspects of how an organization or value stream operates.

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