Chapter 11
Analyzing for Value
In This Chapter
Defining true customer value
Analyzing customer satisfaction
Pinpointing waste and its seven forms
Building cause-and-effect matrices to analyze factors leading to value
Using Failure Mode Effects Analysis (FMEA) to analyze for value
Every company wants to advertise that it delivers good value. The promise of value is what prompts customers to buy products or services. Yet delivering true value to customers is too often a hit-and-miss proposition for businesses because most people think of value in vague terms, without a precise, fixed definition.
This chapter gives you a working definition of value that’s used by the companies that consistently deliver the greatest value to their customers. You also find tools for detecting value and determining what input factors lead to true value for customers.
Understanding and Achieving Value: It’s Customer-Driven
Most companies want to meet their customers’ needs. They want customers to express ...
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