Value Stream Maps from the Customer Perspective

Autorentext

Don Johnston is the CEO of CAS Adaptive Solutions in Titusville, Florida.

Klappentext

This book supplies practical guidance on how to develop Customer Viewpoint Maps. It provides examples of customer viewpoint maps, offers guidelines for working with customers to develop the map, and demonstrates how the results interface with the traditional value stream map for the process. Helping readers leverage the investment their companies have already made in value stream maps, the text presents a fresh perspective on improving process efficiencies. The author illustrates the connections between the various processes that, until now, have been managed separately.

Inhalt

Value Stream Map: Its Strength Is Also Its Weakness. What the Customer Really Sees. Ideal Customer Interactions. Elements of a Customer Viewpoint Map. Using a CVM to Improve a Process. Building a CVM and Involving the Customer. Maintaining A Customer Focus.