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.
Transcript of Mapping Value Stream in Lean Service Design
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Customer 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?
Awareness Evaluation Purchase Delivery After Sales
Awareness Evaluation Purchase Delivery After Sales
Access Engage Customize Connect Collaborate Advocate
Awareness Evaluation Purchase Delivery After Sales
Involve Influence Interact Intimacy Commit Refer
Pre-Purchase Purchase Post Purchase
Pre-Purchase Purchase Post Purchase
Pre-Purchase Purchase Post Purchase
Line of Interaction
Line of Visibility
Line of Internal Interaction
Pre-Purchase Purchase Post Purchase
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Visibility
Line of Internal Interaction
Pre-Purchase Purchase Post Purchase
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Visibility
Line of Internal Interaction
Pre-Purchase Purchase Post Purchase
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Line of Interaction
Line of Visibility
Line of Internal Interaction
Pre-Purchase Purchase Post Purchase
Access Engage Customize Connect Collaborate Advocate
Pre-Purchase Purchase Post Purchase
Which
ones work
best?
Involve Influence Interact Intimacy Commit Refer
Pre-Purchase Purchase Post Purchase
Access Engage Customize Connect Collaborate Advocate
Customer Experiences (Actions)
On Stage Actions
Back Stage Actions
Support Processes
Customers require more touch points and interaction.
Involve Influence Interact Intimacy Commit Refer
Involve Influence Interact Intimacy Commit Refer
Resources Books: This is Service Design Thinking: Basics - Tools - Cases Business Model Generation: A Handbook for Visionaries, Game Changers, and Challengers Lean Thinking: Banish Waste and Create Wealth in Your Corporation, Revised and Updated The Experience Economy: Work Is Theater & Every Business a Stage Websites: Forrester: Welcome To The Era Of Agile Commerce Businss901” http://business901.com
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