Lean Thinking Overview

<p>Specify value from the customer's point of view (D)</p> Signup and view all the answers

<p>Maximizing resource utilization (B)</p> Signup and view all the answers

<p>Providing customers with what they need, want, or value, before, during, and after a purchase. (A)</p> Signup and view all the answers

<p>There is a greater variation in understanding the customers need. (A)</p> Signup and view all the answers

<p>Eliminating waste through continuous improvement. (A)</p> Signup and view all the answers

<p>It is an activity the customer is willing to pay for. (B)</p> Signup and view all the answers

<p>Producing goods based on the customer's specific demand. (C)</p> Signup and view all the answers

<p>Being offered a free lunch. (A)</p> Signup and view all the answers

<p>An activity that does not add value but is required by outside authorities. (B)</p> Signup and view all the answers

<p>Perfection. (C)</p> Signup and view all the answers

<p>All activities and steps in the production chain from customer request to product delivery. (C)</p> Signup and view all the answers

<p>That the product or service can fulfil a need or desire of the customer. (C)</p> Signup and view all the answers

<p>Products and services generated using digital communication that meet customer demand. (D)</p> Signup and view all the answers

<p>Performance Need. (A)</p> Signup and view all the answers

<p>As either value-adding or non-value-adding. (D)</p> Signup and view all the answers

Process issues occur due to variations, waste, and defects in the process. Variations refer to inconsistencies, waste refers to non-value-adding activities, and defects are errors in the product or service.

Lean focuses on understanding customer needs and maximizing value while eliminating waste. This doesn't mean eliminating jobs but streamlining processes to improve efficiency and customer satisfaction.

The value stream identifies all steps in a process, from start to finish. Lean emphasizes creating a smooth flow through the value stream, eliminating unnecessary steps, and minimizing delays.

Lean is about continuously improving processes by eliminating waste and maximizing efficiency. It is a journey toward perfection, not a destination, and focuses on ongoing improvement.

Customer service is the experience your customers have interacting with your business. It encompasses all aspects of the customer journey, from initial contact to post-purchase support.

Customer needs and expectations are often miscommunicated as information flows through different departments and roles. This leads to misunderstandings and potentially delivering a product or service that doesn't meet the customer's actual needs.

Anything a customer would not be willing to pay for, often referred to as waste.

Activities that are required by some authority, but the customer is not willing to pay for, such as regulatory approvals or quality checks.

Creating or delivering value to the customer through processes that are free from waste.

The process of generating products and services using digital information and communication technology to fulfill a need or desire.

Needs that make customers unhappy if unmet, but don't create happiness when met, like basic amenities in a hotel room.

Needs that make customers happier as they are fulfilled, like long battery life in a phone.

Needs that surprise and delight customers, like a free meal or room upgrade.

A method for understanding the sequence of steps that transform a customer's request into a delivered product or service.

Each step in the Value Stream that directly adds benefit to the customer, making them willing to pay.

The activities within a Value Stream that do not add direct value to the customer, causing waste.