But why dwell on a product's flaws?
Posted: Thu Feb 13, 2025 5:46 am
Daniel Ray's " Complain Model" explains that a customer who has encountered a problem and has their concern resolved satisfactorily is actually more likely to become a loyal customer and spend more than one who has never encountered a problem.
The team will start building their “customer wall” in their Obeya and will take note of complaints on a regular basis. This practice will make it easier to take into account new complaints and will allow them to create or enrich personas, thus helping team members to emotionally project themselves into the shoes of their customers. Showing empathy towards your customers changes absolutely everything!
Day 3: Identify waste
On the third day, the team focuses on identifying waste. For example, they can list russia telegram data and vote for “my favorite wasteful process…” or, more classically, list the meetings that each member attends, accompanied by relevant information to identify what could be improved or “saved”. The goal is to make waste visible around one or more themes.
Waste can take many forms, which Lean classifies into three categories: Muda , Muri and Mura , a useful typology for going further in this search for optimization.
Day 4: Waiting time
On the fourth day, the team is asked to make waiting times visible. The goal here is to reduce the Lead Time , i.e. the delay between the appearance of an idea and its availability.
The team will start building their “customer wall” in their Obeya and will take note of complaints on a regular basis. This practice will make it easier to take into account new complaints and will allow them to create or enrich personas, thus helping team members to emotionally project themselves into the shoes of their customers. Showing empathy towards your customers changes absolutely everything!
Day 3: Identify waste
On the third day, the team focuses on identifying waste. For example, they can list russia telegram data and vote for “my favorite wasteful process…” or, more classically, list the meetings that each member attends, accompanied by relevant information to identify what could be improved or “saved”. The goal is to make waste visible around one or more themes.
Waste can take many forms, which Lean classifies into three categories: Muda , Muri and Mura , a useful typology for going further in this search for optimization.
Day 4: Waiting time
On the fourth day, the team is asked to make waiting times visible. The goal here is to reduce the Lead Time , i.e. the delay between the appearance of an idea and its availability.