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“Our company has been using Lean in the manufacturing area. I am responsible for engineering design and development processes. I wanted to see how I could use the lean principles in my area. Shelley provided a nice balance between a high level overview and practical tools in the two day class, so that I walked away with many applications. We have already started eliminating waste, taking out time, duplication errors, and multiple touch points at our 6 technical centers. I estimate that the efficiencies will save us $1,000,000.”

Bob Niklewicz
Vice President, Engineering
Tegrant Corporation

 

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 […]