A fundamental principle of Lean Thinking is that of creating value for customers. You may call them service users, clients, donors, but they are in essence why we are there. Creating value entails knowing and understanding who your customers are and what they want, then developing efficient processes to deliver needs and wants. Simple yes, but not easy.
Problems with customers can be measured by undertaking satisfaction surveys, which many organisations do, but then fail to act on feedback swiftly and appropriately.
There are however many other ways to analyse customer issues, and this is where our expertise can help you. We can support you to:
- Identify and categorise customer groups in a meaningful way
- Find out what will satisfy and what will delight your customers
- Consider reasons for complaints and get to root causes of problems
- Identify why customers have to keep calling back or emailing, and removing causes of failure
- Deploy resources accordingly
- Develop streamlined processes that add value
- Stay in touch with customers and measure what matters.
All of our work is with customers in mind, be they internal or external, and creating simpler more efficient processes will result in better customer experiences.