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…
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.
This chap stapled a cheque to his shirt as he wanted to understand the flow of dispatching a refund to a customer. He stood at a desk for over an hour until he got ‘picked up’ and keyed into the system, and then being whisked down to the mailroom to wait to be bagged and couriered across to another office, in a different county, where further admin (mostly checking) took place.
The flow showed that the cheque was handled by an admin team, 2 mailrooms, and travelled a total distance of 30 miles before being collected by the Royal Mail (or whomever) a day after.
The guy was discovered many weeks later in the banking system, but he’s never been the same since.
1. They started with the end in mind
2. They took iterative steps toward that end
3. They didn’t force all the on-going narratives to intertwine
4. They created a culture, following, demand & need.
5. They had heroes with superpowers and a supervillain hell-bent on universal domination
‘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.