In the systems approach managers are engaged in understanding:
- Purpose: what is the purpose of the organisation from the customers’ perspective?
- Demand: why are customers contacting us? what, predictably, do they contact us about?
- Value: what matters to customers when they contact us? Nominal Value
- Flow: when we respond to our customers, what are the steps? How well do our core flows work (in customer terms)? What is the value work, what waste is in our flows and what are the causes of waste?
Copyright © 2010 Frank TALKER. Permission granted to reproduce and distribute it in any format; provided that mention of the author’s Weblog (http://allmotley.blogspot.com/) is included: E-mail notification requested. All other rights reserved.
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