Author Archive
The End of Best in Market
Posted by: | CommentsBest in Market has really become a myth in today’s world. These companies that believe this are typically product focused and determine their position by the amount of features and benefits that they have over the competition. Many times market share is not a consideration. It is also believed that continuous improvement on processes, people and product will maintain that “Best in Market” position.
The competitive advantage in the “Best in Market” approach is dead wrong. Trying to outsell your competition based on these principles will at best (no pun attended) lead to only short term wins in profitability and in market share. These gains will diminish relatively quickly as competitors respond with their own improvements and innovations.
The slide show below demonstrates the new world and how the view from the SD-Logic (The Service-Dominant Logic of Marketing by Stephen Vargo and Robert Lusch) perspective may very well be the user centric approach required. The truth is that SD-Logic thinking has struggled moving out of academia. However, it is reviving itself thanks to the thinking of many in the Service Design arena. I go one step further in the presentation stating that SD-Logic needs a process such as Lean Thinking to put it into practice.
Related Information:
Path to Participation
Do You Know the Right Job For Your Products?
Lean Canvas for Lean EDCA-PDCA-SDCA
Blog Carnival Annual Roundup 2011: Graham Hill at CustomerThink
Leading Lean from the Middle
Posted by: | CommentsPaul Yandell of Value Stream Focus was interviewed in the Business901 podcast, Transforming Lean thru Middle Managers. This is a transcription of the podcast.
Paul Yandell is a manufacturing and supply chain specialist with strong skills in identifying and eliminating waste and improving operational performance. His particular strengths are building infrastructure to support turnaround and growth situations, building and leading teams in total quality environments and he is bilingual (Spanish).
Related Information:
The Uniqueness of Hoshin Kanri
Is the Balance Scorecard being revived?
The Uniqueness of Hoshin Kanri
Can Lean be driven by Middle Management?
Insight into the Customer Experience through Theater
Posted by: | CommentsAt Work•Play•Experience Adam St. John (aka Adam Lawrence) turns good services into memorable service experiences that start people talking. Adam says, “Your customers will feel better served, will appreciate the value of your work, and will be more loyal to your company. And they will have great service stories to share with the world.” In the Business901 podcast this week, Adam and I discusses the theatrical aspect of service design and how theater can play a vital role in developing your customer experience.
An written excerpt from the podcast is located here: The Show Business side of Service Design.
Adam is a professional comedian, business consultant and writer with a background in psychology and the automotive industry. For years he has been using expertise gained in the world of theatre and film to help companies influence their customers.
Related Information:
Gamestorming for Service Design
Service Design via a Design Thinker ebook
Do you co-create value with your Customer?
A Service Design Thinking Primer
