{"id":14376,"date":"2014-08-11T10:22:42","date_gmt":"2014-08-11T15:22:42","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=14376"},"modified":"2014-10-01T17:10:59","modified_gmt":"2014-10-01T22:10:59","slug":"waste-overprocessing-everywhere","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/waste-overprocessing-everywhere\/14376\/","title":{"rendered":"Waste of Overprocessing is Everywhere"},"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>This article explains the waste of overprocessing and how it impacts the customer experience. I also show how overprocessing is conveyed using a customer journey map, which you can download at the end of the article.<\/p>\n<div align=\"center\">\r\n<table border=\"1\" cellpadding=\"5\">\r\n<tbody>\r\n<tr>\r\n<td colspan=\"2\">\r\n<h3 style=\"text-align: center;\"><strong>Other 7 Wastes Articles<\/strong><\/h3>\r\n<\/td>\r\n<\/tr>\r\n<tr>\r\n<td><a href=\"https:\/\/staging.opexlearning.com\/resources\/download-7-wastes\/\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-13652\" title=\"download 7 wastes ebook for free\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/05\/wastes3d-730x1024.png\" alt=\"get ebook download of lean 7 wastes\" width=\"197\" height=\"276\" \/><\/a>\r\n<p style=\"text-align: center;\"><a title=\"free download of 7 wastes ebook\" href=\"https:\/\/staging.opexlearning.com\/resources\/download-7-wastes\/\">Get the 7 Wastes eBook FREE<\/a><\/p>\r\n<\/td>\r\n<td>\r\n<ul>\r\n\t<li><a title=\"improving a process that shouldn't exist is the biggest waste of all\" href=\"https:\/\/staging.opexlearning.com\/resources\/purpose-and-process\/8326\/\">Don't Improve a Process That Shouldn't Exist<\/a><\/li>\r\n\t<li><a title=\"overproduction and environment\" href=\"https:\/\/staging.opexlearning.com\/resources\/overprodution-7-wastes-an-environmental-perspective\/2135\/\">Overproduction and the Environment<\/a><\/li>\r\n\t<li><a title=\"7 wastes of law and the legal industry\" href=\"https:\/\/staging.opexlearning.com\/resources\/process-improvement-legal-industry-improving-practice-of-law\/9194\/\">7 Wastes and the Practice of Law<\/a><\/li>\r\n\t<li><a title=\"7 wastes of software engineering\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-software-engineering\/2190\/\">7 Wastes of Software Development<\/a><\/li>\r\n\t<li><a title=\"environment 7 wastes in lean\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-and-environmental-impact\/2196\/\">7 Wastes and the Environment<\/a><\/li>\r\n\t<li><a title=\"7 wastes in an office environment\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-and-the-office\/2203\/\">7 Wastes in the Office<\/a><\/li>\r\n\t<li><a title=\"7 wastes for a call center\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-contact-call-center\/2254\/\">7 Wastes in a Call Center<\/a><\/li>\r\n\t<li><a title=\"affiliate marketing using lean 7 wastes\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-affiliate-marketing\/2362\/\">7 Wastes in Affiliate Marketing<\/a><\/li>\r\n\t<li><a title=\"paid search marketing 7 wastes using lean\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-paid-search-marketing\/2376\/\">7 Wastes of Paid Search Marketing<\/a><\/li>\r\n\t<li><a title=\"wastes hide, how to see\" href=\"https:\/\/staging.opexlearning.com\/resources\/waste-hides-in-plain-sight\/3014\/\">Wastes Hide in Plain Sight<\/a><\/li>\r\n\t<li><a title=\"lean for human resources, 7 wastes identified\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-human-resources-hr\/3045\/\">7 Wastes of Human Resources<\/a><\/li>\r\n\t<li><a title=\"how the 7 wastes are related\" href=\"https:\/\/staging.opexlearning.com\/resources\/toyota-7-wastes-symbiotic-relationship\/8303\/\">Symbiotic Relationship between 7 Wastes<\/a><\/li>\r\n\t<li><a title=\"how osama bin laden explains 7 wastes really good\" href=\"https:\/\/staging.opexlearning.com\/resources\/10-things-osama-bin-laden-in-common-7-wastes-lean\/8551\/\">Osama Bin Laden and the 7 Wastes<\/a><\/li>\r\n\t<li><a title=\"information overload is a type of waste\" href=\"https:\/\/staging.opexlearning.com\/resources\/information-overload-waste-of-overprocessing-overproduction\/8760\/\">Information Overload is Waste<\/a><\/li>\r\n\t<li><a title=\"waste of overprocessing is everywhere you look\" href=\"https:\/\/staging.opexlearning.com\/resources\/waste-overprocessing-everywhere\/14376\/\">Overprocessing is Everywhere<\/a><\/li>\r\n\t<li><a title=\"what are the wastes in product development process\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-product-development\/2504\/\">7 Wastes of Product Development<\/a><\/li>\r\n\t<li><a title=\"medical billing 7 wastes\" href=\"https:\/\/staging.opexlearning.com\/resources\/the-seven-wastes-of-medical-billing\/2470\/\">7 Wastes of Medical Billing<\/a><\/li>\r\n<\/ul>\r\n<\/td>\r\n<\/tr>\r\n<\/tbody>\r\n<\/table>\r\n<\/div>\r\n&nbsp;\n<p>I once heard a story about a husband who buys his wife flowers every year for their wedding anniversary. This husband goes to the same flower shop to buy his flowers. When this husband asked the flower shop owner about how business was going, the flower shop owner responded<\/p>\n<blockquote><p><em>Buying flowers for your wife has nothing to do with flowers. It has everything to do with marriage extension. The marriage extension business is booming.<\/em><\/p><\/blockquote>\n<p>In this husband&#8217;s mind, it was just a business of selling flowers. In the flower shop owner&#8217;s mind, buying flowers for your wife for a wedding anniversary is about extending your marriage. That. is. a. big. difference.<\/p>\n<h2>It&#8217;s More Than Perspective<\/h2>\n<p>It&#8217;s more than just how we look at things. Let me tell you another story to illustrate.<\/p>\n<p>A few weeks ago, I took one of my kids to the doctor&#8217;s office. It seems like whenever I go to the doctor&#8217;s office, I repeat the same information that I know I&#8217;ve already given. You see, with as many kids as I do (I have 9 children), I&#8217;m at the doctor&#8217;s office A LOT.<\/p>\n<p>Why am I asked the same set of questions everytime I&#8217;m at the doctor&#8217;s office?<\/p>\n<h2>Waste of Overprocessing<\/h2>\n<p>One observation I have is that the <a title=\"7 wastes download ebook\" href=\"https:\/\/staging.opexlearning.com\/resources\/download-7-wastes\/\">waste of overprocessing<\/a> is literally everywhere. Most times, we expect it and we just deal with it. On the one hand, the most harm providing answers that we know we&#8217;ve already given is annoyance. But, could there be more psychological harm than we think?<\/p>\n<p>Let&#8217;s take a common situation in our economy: losing your employment. getting fired. losing your job. Now, psychologically, when someone loses their job &#8211; especially if that person has a family to support &#8211; can be very stressful. So, that person has left the ranks of the employed to the ranks of the unemployed. He&#8217;s now a job seeker.<\/p>\n<p>Let&#8217;s walk through the journey of a job seeker. As I walk you through his journey, I want you to notice the subtle but very important difference between a customer journey map approach versus the value stream map or even a process map.<\/p>\n<h2>Customer Journey of a Job Applicant<\/h2>\n<h3>Customer Persona<\/h3>\n<p>Let&#8217;s call our job applicant &#8220;Peter&#8221;. He lives in Detroit and earns an income of $45,000 USD per year. He&#8217;s married with 3 kids and has a bachelor&#8217;s degree in business management. One concern that is top of mind for him is that he feels a strong burden to support his family. He&#8217;s willing to do anything &#8211; get any job &#8211; to be able to support his family.<\/p>\n<h3>Job Candidate Customer Journey<\/h3>\n<ol>\n<li>Peter has been out of work for a few days and feels pressure to financially support his wife and kids.<\/li>\n<li>He&#8217;s worried about paying his bills.<\/li>\n<li>But, he believes he&#8217;ll land a job that will allow him to support his family.<\/li>\n<li>Peter looks on the internet for job openings that fit his background in his local area.<\/li>\n<li>He finds a company with a job opening that he&#8217;s qualified for.<\/li>\n<li>Pete creates an account on the company&#8217;s online applicant tracking system (ATS).<\/li>\n<li>He uploads his resume.<\/li>\n<li>But wait &#8211; Peter is asked to complete a form asking for the exact same information that is on his resume that he just uploaded.<\/li>\n<li>Pete submits his resume, not knowing what the next steps will be.<\/li>\n<\/ol>\n<p>On the face of it, it seems like a harmless enough process. If one created a value stream map, then the clear area for improvement would be to reduce or eliminate asking the job candidate the same information they he or she just entered by uploading their resume. But, that approach misses a critical area of improvement: <strong><em>the customer&#8217;s state of mind.<\/em><\/strong><\/p>\n<p>Peter is stressed. Asking him to enter the same information he just entered doesn&#8217;t help him feel better. If we remove the irritation, that will help.<\/p>\n<p>But, he&#8217;s still stressed.<\/p>\n<p>This can be an opportunity to make a simple process that every candidate goes through actually a magical one.<\/p>\n<p>How?<\/p>\n<p>What if after Peter submits his online job application, the &#8220;Thank You&#8221; page has a one line sentence that said<\/p>\n<blockquote><p>&#8220;We know that the job search process can be stressful. Thanks for applying for this position with our company.&#8221;<\/p><\/blockquote>\n<p>Simple. But, it conveys empathy and this simple job application process could be turned into a potentially magical one.<\/p>\n<p>This also marks one of the\u00a0clear differences between a <a href=\"https:\/\/staging.opexlearning.com\/resources\/customer-journey-map-template-download\/\" title=\"customer journey map download\">customer journey map<\/a> and maps as used in Lean or Six Sigma.<\/p>\n<p><a href=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/08\/candidate-experience-customer-journey-map-abilla.png\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-14377 \" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/08\/candidate-experience-customer-journey-map-abilla.png\" alt=\"candidate-experience-customer-journey-map-abilla\" width=\"1072\" height=\"639\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/08\/candidate-experience-customer-journey-map-abilla.png 1392w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/08\/candidate-experience-customer-journey-map-abilla-600x358.png 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/08\/candidate-experience-customer-journey-map-abilla-300x178.png 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/08\/candidate-experience-customer-journey-map-abilla-1024x610.png 1024w\" sizes=\"(max-width: 1072px) 100vw, 1072px\" \/><\/a><\/p>\n<h2>Customer Journey Map Template Download<\/H2><br \/>\nInterested in a free template download of a customer journey map? Go here:<\/p>\n<p style=\"text-align: center;\"><a href=\"https:\/\/staging.opexlearning.com\/resources\/checkout\/?product_id=12278\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter  wp-image-11796\" title=\"powerpoint template for customer journey map\" alt=\"customer journey map template download in powerpoint\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2013\/08\/instantdownload-red-button.png\" width=\"190\" height=\"176\"><\/a><\/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>This article explains the waste of overprocessing and how it impacts the customer experience. I also show how overprocessing is conveyed using a customer journey map, which you can download at the end of the article. I once heard a story about a husband who buys his wife flowers every year for their wedding anniversary. [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":0,"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":[281],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Waste of Overprocessing is Everywhere<\/title>\n<meta name=\"description\" content=\"Post on the waste of overprocessing but also how it impacts the customer experience. With examples using a customer journey map.\" \/>\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=\"Waste of Overprocessing is Everywhere\" \/>\n<meta property=\"og:description\" content=\"Post on the waste of overprocessing but also how it impacts the customer experience. With examples using a customer journey map.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/staging.opexlearning.com\/resources\/waste-overprocessing-everywhere\/14376\/\" \/>\n<meta property=\"og:site_name\" content=\"OpEx Learning\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/get.shmula\" \/>\n<meta property=\"article:published_time\" content=\"2014-08-11T15:22:42+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2014-10-01T22:10:59+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/08\/candidate-experience-customer-journey-map-abilla.png\" \/>\n<meta name=\"author\" content=\"Uday Kawar\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@shmula\" \/>\n<meta name=\"twitter:site\" content=\"@shmula\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Uday Kawar\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/waste-overprocessing-everywhere\/14376\/\",\"url\":\"https:\/\/staging.opexlearning.com\/resources\/waste-overprocessing-everywhere\/14376\/\",\"name\":\"Waste of Overprocessing is Everywhere\",\"isPartOf\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/waste-overprocessing-everywhere\/14376\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/waste-overprocessing-everywhere\/14376\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2014\/08\/candidate-experience-customer-journey-map-abilla.png\",\"datePublished\":\"2014-08-11T15:22:42+00:00\",\"dateModified\":\"2014-10-01T22:10:59+00:00\",\"author\":{\"@id\":\"https:\/\/staging.opexlearning.com\/resources\/#\/schema\/person\/9335b5223b67189b35bda7d6be11c3fd\"},\"description\":\"Post on the waste of overprocessing but also how it impacts the customer experience. 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