Service operations are rapidly growing around the world. Indian Service Sector has emerged as a prominent sector in terms of its contribution to national and state incomes. Around 80% of India’s total exports are dominated by high-skilled services, such as software business services, financial services and communication services etc., may be this is the caseContinue reading “Lean in Service”
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Lean in Service – Chapter 3
This blog is in sequence to my previous blogs Lean in Service about Uniqueness Service Industry” “Contrasting Manufacturing Vs Service Sector” Sr. No. Manufacturing Sector Service Sector 1 Major invested capital is cost of machinery and infrastructure Major invested capital is cost of people 2 WASTE (as per LEAN) is visible to naked eye forContinue reading “Lean in Service – Chapter 3”
Customer Value and Value Creation
Everyone has a desire to fulfill their needs and wants. What I desire is of utmost important for me to get it fulfilled in the best possible way. For example, in a personal context, we value money because we get things done thro money. We value relationship because relationship gives sense of identity, senseContinue reading “Customer Value and Value Creation”
Traditional Problem-Solving Vs Lean Thinking – A perspective!!
Recently I encountered a question from one of the CEOs “why we need Lean? why not we just do improvements using common sense? In this blog, I want to share my perspective and experience the difference between Traditional and Lean Thinking for Problem Solving. Human beings always try to solve problems. What is meant byContinue reading “Traditional Problem-Solving Vs Lean Thinking – A perspective!!”
Service Recovery – A Perspective!
Let’s look at the following definition of Customer Experience: A Customer Experience is an interaction between an organization and a customer. It is a blend of an organization’s physical performance, the senses stimulated, and emotions evoked, and measured against customer expectations across all the touch points. Maxine Clark is CEO of the highly successful Build-A-BearContinue reading “Service Recovery – A Perspective!”
DMAIC Way – Pitfalls!!
I am presenting the problem solving approach using DMAIC and my perspective. I am not going to explain or deal with the DMAIC process steps which everyone already knows, but I am sharing my perspective of the same and the common pitfalls where people don’t focus enough on the critical steps in the journey ofContinue reading “DMAIC Way – Pitfalls!!”
My First Blog Post
Be yourself; Everyone else is already taken. — Oscar Wilde. This is the first post on my new blog. I’m just getting this new blog going, so stay tuned for more. Subscribe below to get notified when I post new updates.
Introduce Yourself (Example Post)
This is an example post, originally published as part of Blogging University. Enroll in one of our ten programs, and start your blog right. You’re going to publish a post today. Don’t worry about how your blog looks. Don’t worry if you haven’t given it a name yet, or you’re feeling overwhelmed. Just click theContinue reading “Introduce Yourself (Example Post)”
Process - A Perspective 