{"id":128,"date":"2006-06-26T05:43:18","date_gmt":"2006-06-26T12:43:18","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/128\/dont-waste-the-customers-time"},"modified":"2014-10-17T20:56:30","modified_gmt":"2014-10-18T01:56:30","slug":"dont-waste-the-customers-time","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/dont-waste-the-customers-time\/128\/","title":{"rendered":"Don&#8217;t Waste the Customer&#8217;s Time"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p><!--adsense#234by60halfbannerright-->Very few service providers, regardless of service, look at the customer&#8217;s experience &#8212; from the customer&#8217;s point of view. If they did, service providers would realize that customer&#8217;s wait around a lot and much of the customer&#8217;s time is wasted.<\/p>\n<p>Queue&#8217;s can be an effective way to organize. The key is in managing the queue and eliminating time-traps and waste where we can find them. From the customer&#8217;s point of view, the <a title=\"waiting time psychology is important for customer experience\" href=\"https:\/\/staging.opexlearning.com\/resources\/queueing-theory-part-4\/195\/\">psychology of queues<\/a> require that there be some <a title=\"how to add value\" href=\"https:\/\/staging.opexlearning.com\/resources\/how-to-add-value\/1813\/\">value-added<\/a> result as a consequence of waiting in a queue and that the customer is made aware of the process. Sometimes, we realize after waiting, that the service provider wasn&#8217;t able all along to provide the right service, or that the service completely didn&#8217;t satisfy &#8212; both of which makes the &#8220;<a title=\"how to reduce travel time\" href=\"https:\/\/staging.opexlearning.com\/resources\/travel-time-waste\/237\/\">waiting<\/a>&#8221; feel even worse than it does. All in all, a bad customer experience.<\/p>\n<p>About 4 years ago, a small team and I reduced Patient Wait Time in a high volume Ophthalmic Clinic by 17%. We did this using the principles of Toyota Production System, or Lean Manufacturing. Below is an example of how to provide a better Customer Experience by not wasting the Customer&#8217;s Time.<\/p>\n<p>One of the best ways to view what the customer&#8217;s experience looks and feels like is to create a Consumption Map. Below is a Consumption Map of a Car Repair Experience:<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-10080 \" title=\"car-repair-process-before-lean\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/06\/car-repair-process-before-lean.jpg\" alt=\"before lean, a car repair process\" width=\"649\" height=\"517\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/06\/car-repair-process-before-lean.jpg 500w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/06\/car-repair-process-before-lean-300x238.jpg 300w\" sizes=\"(max-width: 649px) 100vw, 649px\" \/><\/p>\n<p><center><\/center><!--adsense#180by150rectangleright-->The Legend at the bottom left distinguishes the process steps as &#8220;Value-Adding&#8221;, &#8220;Wasted Time&#8221;, and &#8220;Technician&#8217;s Time.&#8221; Visually, the Consumption Map shows more &#8220;Wasted Time&#8221; boxes than &#8220;Value-Adding&#8221;. In fact, of the 25 steps in this process, only 27% of the process was Value-Adding, from the customer&#8217;s perspective.How can an organization increase the Value-Adding percentage? The Map provides several ways we can do this. Identifying the wasted steps is key. The next step is to eliminate steps, reduce or eliminate rework, eliminate defects, consolidate steps by eliminating handoff&#8217;s, and eliminating queues by leveling work for the the Service Provider, which in turn will cause the customer to have less waiting time.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\" wp-image-10081 aligncenter\" title=\"car-repair-process-after-lean\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/06\/car-repair-process-after-lean.jpg\" alt=\"\" width=\"738\" height=\"552\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/06\/car-repair-process-after-lean.jpg 500w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2006\/06\/car-repair-process-after-lean-300x224.jpg 300w\" sizes=\"(max-width: 738px) 100vw, 738px\" \/><\/p>\n<p>After some intuitive and innovative process improvement, the Consumption Map can look radically different and feel much better for the customer; in other words, a much better customer experience.<\/p>\n<p><center><\/center>Map the process and identify waste and time-traps &#8212; from the Customer&#8217;s Point of View. Then, fix the process. This will ensure a much better experience for the customer, resulting in returning business and goodwill.<\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>Very few service providers, regardless of service, look at the customer&#8217;s experience &#8212; from the customer&#8217;s point of view. If they did, service providers would realize that customer&#8217;s wait around a lot and much of the customer&#8217;s time is wasted. Queue&#8217;s can be an effective way to organize. The key is in managing the queue [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":10080,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[203],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Value Customer&#039;s Time<\/title>\n<meta name=\"description\" content=\"How to value customer&#039;s time - especially in a car repair service.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Value Customer&#039;s Time\" \/>\n<meta property=\"og:description\" content=\"How to value customer&#039;s time - 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