Be Lean to your Customers.
James P. Womack and Daniel T. Jones (yes, the same pair that brought us Lean Thinking) wrote an article published in the March 2005 issue of the Harvard Business Review. However, this time is not about applying “lean” principles in Production, but in the consumption of goods and services. Here’s an excerpt from the executive summary:
By streamlining their systems for providing goods and services, and by making it easier for customers to buy and use those products and services, a growing number of companies are actually lowering costs while saving everyone time.
The easier the service experience, the better for both customers and vendors.
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