{"id":2760,"date":"2010-06-29T04:04:33","date_gmt":"2010-06-29T11:04:33","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=2760"},"modified":"2014-10-18T12:41:39","modified_gmt":"2014-10-18T17:41:39","slug":"lean-consumption-dont-waste-the-customers-time","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/lean-consumption-dont-waste-the-customers-time\/2760\/","title":{"rendered":"Lean Service: Customer Value and 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>The second principle in <a title=\"lean services\" href=\"https:\/\/staging.opexlearning.com\/resources\/lean-services\/\">Lean Consumption<\/a> (or Lean for Service Operations is<sup class='footnote'><a href='#fn-2760-1' id='fnref-2760-1' onclick='return fdfootnote_show(2760)'>1<\/a><\/sup>: <strong>Customer Value and\u00a0<\/strong><strong>Don&#8217;t Waste the Customer&#8217;s Time<\/strong><\/p>\n\n<p>Obvious at first glance, but what seems obvious to us or common sense is surprisingly not common practice at all.<\/p>\n<p>Indeed, a good majority of my posts are actually a look at <a href=\"https:\/\/staging.opexlearning.com\/resources\/queueing-theory\/\">waiting or queueing<\/a>. Why? Because it is so common-place and there are queues and waiting all around us. If that&#8217;s any indication to what is important to the service provider, it&#8217;s safe to conclude that customers waiting less is not a priority for most service providers.<\/p>\n<p>Lean for Service Operations takes a different look at waiting:<\/p>\n<blockquote><p>how does waiting look from the customer&#8217;s perspective?<\/p><\/blockquote>\n<p>In practice, this question is answered through the creation of a Lean Consumption Map, as we show on the <a title=\"lean for service operations\" href=\"https:\/\/staging.opexlearning.com\/resources\/lean-consumption-an-introduction\/2702\/\">introduction to Lean for Service Operations<\/a> article. In that map, we show the &#8220;Before&#8221; stage. In what follows, I&#8217;ll show the &#8220;After&#8221;:<\/p>\n<p style=\"text-align: center;\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2765\" title=\"lean-consumption-shmula-abilla-after\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/06\/lean-consumption-shmula-abilla-after.jpg\" alt=\"lean-consumption-shmula-abilla-after\" width=\"800\" height=\"505\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/06\/lean-consumption-shmula-abilla-after.jpg 1031w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/06\/lean-consumption-shmula-abilla-after-600x379.jpg 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/06\/lean-consumption-shmula-abilla-after-300x189.jpg 300w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/06\/lean-consumption-shmula-abilla-after-1024x646.jpg 1024w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p>So what changed? I&#8217;ll answer that question in succeeding posts on Lean for Service Operations, but the point I want to make now is the difference in time &#8211; a reduction in waiting time. Specifically, the service providers didn&#8217;t see a reduction in waiting time, but the customer did.<\/p>\n<p>Practically, this means happier customers that will likely return again because of rapid and complete service.<\/p>\n<div class='footnotes' id='footnotes-2760'>\n<div class='footnotedivider'><\/div>\n<ol>\n<li id='fn-2760-1'> the principles of Lean for Service Operations are: Solve the customer&#8217;s problem completely by insuring that all the goods and services work, and work together, Don&#8217;t waste the customer&#8217;s time, Provide exactly what the customer wants, Provide what&#8217;s wanted exactly where it&#8217;s wanted, Provide what&#8217;s wanted where it&#8217;s wanted exactly when it&#8217;s wanted, Continually aggregate solutions to reduce the customer&#8217;s time and hassle. <span class='footnotereverse'><a href='#fnref-2760-1'>&#8617;<\/a><\/span><\/li>\n<\/ol>\n<\/div>\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>The second principle in Lean Consumption (or Lean for Service Operations is1: Customer Value and\u00a0Don&#8217;t Waste the Customer&#8217;s Time Obvious at first glance, but what seems obvious to us or common sense is surprisingly not common practice at all. Indeed, a good majority of my posts are actually a look at waiting or queueing. Why? [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":11362,"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":[613],"tags":[322],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Lean Service: Customer Value and Don&#039;t Waste the Customer&#039;s Time<\/title>\n<meta name=\"description\" content=\"principles of lean for service operations or lean consumption, customer value and don&#039;t waste the customer&#039;s time\" \/>\n<meta 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