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“We have successfully used Lean in manufacturing and the supply chain, and we recognized there was a wealth of opportunity beyond the manufacturing floor for the application of lean. We wanted to find someone who had an experience base with business support processes to bring lean to that audience of our company. Shelley provided us that credible source. She brought numerous examples from her experience about how lean principles and tools apply to office and service operations, and helped translate employee questions to show them how the principles applied to what they do.”

Jesse Shearin,
Director of Enterprise Excellence
PPG Industries Inc.

 

The Customer Journey – Why and How? Part 2

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If we can be totally creative in building the Customer Journey map, what criteria, based on others experience, should we use to make our decision?

In Part 1 explained the Customer Journey process, how it is different from a process model with the customer and employees in swim lane roles, and showed the two predominate […]

The Customer Journey – Why and How? Part 1

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We know what the customer role is in a process, so how is the Customer Journey different? The Customer Journey is a relatively new term which describes the full customer experience within your organization- from when they first interact with you (often as just a interested body or possibly a prospect), to all their interactions […]

How Data Unveils Clues to the Solution – Part 2

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Analytical data is a name I use for any data that helps to analyze the current process. It is quantitative data for any step, gateway, or sub process; it is data about inputs from internal and external suppliers, including the customer; it is data about time, waiting, and queuing; it is quantitative values to clarify […]

Don’t Accept Garbage In

Garbage in #2 at 4.55.33 PM

Dear i4Process,

We are modeling and analyzing our Customer Product Recommendations and Pricing Process. The better job we do there the more loyal customers we have, and of course that means more profits.

Currently we do some customer segmentation to enable us to see customers in groupings. We have two major problems with segmentation now: […]