With Lean, it is very important not only to know who your customer is, but to understand what he or she values.
A core concept to understand is that for any externally focused organization, including a state agency, the way to maximize the long-term benefit to the investors – in our case, the tax paying public – is by delivering value to customers.
Because we don’t get to do our vital mission work when we fail to deliver value for our customers. Instead, we’re bogged down dealing with complaints and other distractions that keep us from our mission. Even worse, dissatisfied customers often will invent solutions to perceived problems – solutions we may not like.
Let’s more clearly define what we mean by “value.”
Lean narrowly defines value-added activities as those which:
Transform materials or information into products or services that …
The customer wants, and which are …
Done right the first time.