What is Lean?
Lean is a continuous improvement methodology focused on maximising customer value while minimising waste, or put more simply, creating more value for customers with fewer resources.
Often the focus will be on optimising an individual area within the business, however Lean thinking challenges this notion, and looks to optimise the core process throughout the entire value stream, and across technologies, assets, and departments.
Eliminating waste along the business’ core process, instead of at isolated points, creates processes that need less effort, less space, less capital, and less time at far less cost than traditional business systems.
What is Six Sigma?
Six Sigma is a business improvement methodology that utilises a systematic approach to reducing defects which affect what’s most important to the customer. It consists of a range of tools, such as qualitative, statistical and instructional techniques, for observing process variables, determining their associated relationships, and managing their future performance.
Six Sigma uses the DMAIC project framework with the phases of Define/Measure, Analyse, Improve & Control.
Fundamentally, Six Sigma seeks to:
- Understand what’s important to the customer
- Reduce defects which impact upon the customer
- Centre organisational performance around the target
- Reduce variation in organisational performance
What is Customer Journey Mapping?
Customer Journey Mapping is the process of recording the customer’s experience whilst using a product or service. Completed in a step by step manner, it starts with the customer establishing a need, and finishes at the point where they cease using the product or service.
It provides a map of the interactions and emotions that take place throughout the journey, all based upon the customer’s perspective, not from the business’ point of view.
This helps the business to better understand areas that need improving, and areas where they have a chance to ‘wow’ the customer, therefore creating brand ambassadors.
