Category

Value Adding Activity

Fighting Failure Demand

Fighting Failure Demand

By Customer experience, Customer Satisfaction, Customer Service, Uncategorised, Value Adding Activity
When I was in college, I worked in a pub that served food. Whenever the pub got busy, the quality coming from the kitchen took a steep nosedive; food being overcooked, undercooked, the wrong food being sent and so on, and as a result, many of the customers rejected what they were given. Conservatively, I would say that at peak times as many as half of the dishes that left the kitchen were sent back for one reason or another.

Think about that for a moment: to feed 100 customers, the kitchen might need to produce upwards of 150 plates of food!

This obviously made for some fairly unhappy customers, and it put even more strain on an already stretched kitchen. In this instance, Supply was unable to meet Demand…

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What Brian the taxi driver can teach us about customer experience

What Brian the taxi driver can teach us about customer experience

By Customer experience, Customer Satisfaction, Customer Service, Improvement, Value Adding Activity
 I have been working out in Dublin since early December last year. This means lots of trips to and from the airport. It also means lots and lots of taxis. 

We met Brian one Friday afternoon when we booked a car to take us to the airport to fly home for the weekend and he happened to pick up the job.

Right off the bat, Brian was personable and friendly, really cheerful (which honestly isn’t a given where cabbies are concerned), and his car was immaculate (again, not a given). Brian dropped us off and that was that. 

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That's Non-Value Adding Activity Blog

“That’s Non-Value Adding Activity”

By Lean, Process Improvement, Value Adding Activity
If I’m being honest, I’ve never heard anyone outside of a Continuous Improvement function say that – unless they were trained in Lean Six Sigma (LSS). And yet it is fundamental to improving your product or service; either the speed in which it’s produced, the cost in which you produce it or the quality in which it was produced.

Value Adding’ is a task that is taken toward a service or product that adds value to the end state of that product. Ultimately you need to ask yourself the question, is my customer willing to pay for the service this area is providing? If the answer to that question is no, then it’s a ‘Non-Value Adding’ step.

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