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Topics covered: Lean, Six Sigma, Theory of Constraints, Design Thinking, Service Design, Agile

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Archive for Lean Marketing

Mar
15

PDCA Cycle of Zingerman’s Deli

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At the 2011 ASQ Lean and Six Sigma Conference, one of the featured speakers was Ari Weinzweig, CEO and co-founding partner of Zingerman’s in Ann Arbor, Mich. The Zingerman’s Community of Businesses (ZCoB) has annual sales approaching $40 million. ZingTrain, a consulting and training company that shares Zingerman’s approach to business with like-minded organizations from around the world, and offers a variety of management training seminars in Ann Arbor, as well as customized workshops and presentations at client sites.

Fellow Lean Blogger, Mark Graban wrote a recap  Management Lessons from Zingerman’s CEO Ari Weinzweig of Ari’s talk. I encourage you to read it. What I wanted to share was my personal experience of Zingerman’s Deli. Besides the great food and great service and catalog littered with special gifts and even more unique food, Zingerman left a special mark on a venture into the retail business that my wife and I did for six years. It was Ari’s book,Zingerman’s Guide to Giving Great Service, that provided our outline for the service that we would provide and train our staff. Below is a mind map of the initial outline that I constructed from the book.Zingerman Good Service BThe second mind-map is what I would call an ad-hoc representation of the Zingerman’s PDCA  cycle: Define, Teach, Live, Measure, Reward. Zingerman Good Service AI find the Zingerman model an excellent guideline for our and other retail operations. In fact, very few things are difficult to do, it is just a matter of doing it. 

P.S. I was unable to attend this conference as I was on the other side of the county in Orlando at the ISO9000 Lean and Six Sigma Conference.

Related Information:
Can the customer be front stage in your organization?
The Common Thread of Design Thinking, Service Design and Lean Marketing
Continuous Improvement Sales and Marketing Toolset
In love with your products more than your customers?

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I am honored to be included on the same agenda with noted author, speaker, and lean pioneer Bill Waddell. On April 17th, Bill will be presenting Aligning the Entire Organization to Achieve the Sales Strategy.

In most traditionally managed companies Sales and Marketing are treated as an independent entity tasked with increasing sales volume – building the ‘top line’ – while production is apart and tasked with fulfilling whatever is sold and deriving ways to reduce costs. Accounting is apart, disengaged with either, and acts as the scorekeeper. Sales levels go up and down, buffeted by the winds of the economy, the success or failure of new products, and reacting to the actions of local and global competitors. Production pursues lean efforts that typically sound a lot more effective in terms of bottom line impact than they actually are, invest in computer based solutions that actually solve very little, and focus on labor efficiency maximization. Accounting sits off to the side tracking variances, recommending price increases, headcount reductions and outsourcing – ideas of little practical value.

See Bill in this short video, a great preview of what you will see:

The host of this event is Lean Frontiers. They provide high-quality, laser-focused events aimed at integrating organizational silos in support of the lean enterprise. These focused events provide an ideal venue for like-minded professionals to explore the common issues they face in supporting lean. Upcoming Workshops will held in Fishers, IN (Indianapolis Suburb).

The next day, I will be presenting Using Lean to Create Repeatable and Scalable Sales and Marketing Systems: A Customer Centric Approach Through Lean. This workshop will be two-thirds presentation and one-third interactive exercises. If you buy my book series before the event and attend, I will refund the purchase. Marketing with Lean Series – 4 Pack.

Hope to see you there!

Categories : Lean Marketing
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Mar
11

Contextual Pricing Book Review

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Next week the Business901 Podcast guest is Rob Doctors, lead author of the book, Contextual Pricing: The Death of List Price and the New Market Reality. This is an area that is often under-utilized as a marketing weapon. Marketing though largely responsibly often chooses to concentrate on Innovation and Branding. Utilizing Contextual  Pricing will open up multitude of opportunities for creating effective and profitable price strategy and tactics. Contextual Pricing is just not Creative Pricing. It is based on data and understanding the customer and their decision process and decision context.

The authors recommend building a set of pricing tools and insist that they be used. They view these strategies as part of salesperson’s toolkit to reduce the complexity and increasing responsiveness. A very Lean like approach! This video is a short introduction to the book!  

Related Information:
Scaling the Customer Decision Making Process
The Service-dominant Logic of Marketing: Dialog, Debate, And Directions
Is your price worth it? And why you settle for less!
Profiting from Customer Value

Categories : Lean Marketing
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