Today I gave a talk at the UK Lean eXchange entitled Journey to Systemic Improvement.
My slides can be found here.
Note it is a media rich presentation so the PDF is almost 50MB!!!
A video recording of the presentation and our second running of the Red Bead Experiment will soon be available.
There are 2 types of customer demand in a transactional service system.
Demand we want. Why we are here from the customer’s point of view
A failure to do something or do something right for the customer
If we can switch off failure demand, we can increase the capacity of the system. To do that, we need to learn how to design our services to meet our customers value demands.
Learn more about Failure Demand