The fifth principle in Lean for Service Training (or Lean for Service Operations is1: Provide exactly what the customer wants, where it is wanted, and when it is wanted.
- Introduction to Lean Services
- Lean Services and Solving the Customer's Problem Completely
- Don't Waste the Customer's Time - in Lean Services
- Provide Exactly What is Wanted
- Provide Exactly What is Wanted and Where it's Wanted
- Provide What the Customer Wants, When it's Wanted, and Where it's Wanted
- Lean Services and How to Aggregate Solutions
- Lean Services Summary
This principle rests on the notion of close coordination of service providers; where multi-firm organizations work closely together to provide what is wanted and when it is wanted.
But, currently, purchasing something the way we want it, how we want it, and when we want usually means it has to be “custom made”. And, as with anything custom, that service or merchandise can be quite expensive.
The way to make this work is through the application of the next and last principle in Lean for Service Operations: continually aggregate solutions to reduce the customer’s time and hassle.
- the principles of Lean for Service Operations are: Solve the customer’s problem completely by insuring that all the goods and services work, and work together, Don’t waste the customer’s time, Provide exactly what the customer wants, Provide what’s wanted exactly where it’s wanted, Provide what’s wanted where it’s wanted exactly when it’s wanted, Continually aggregate solutions to reduce the customer’s time and hassle. ↩