The Kano Model: Not All Customer Needs Are Equal

The Kano Model: Not All Customer Needs Are Equal

We often talk about giving customers what they want. But there is a problem with that apparently simple idea: not everything a customer wants has the same effect on customer satisfaction. Some things simply have to be there. Some things are better the more of them we...

Lean for universities and colleges in Ghana

Time for a blog – it’s been a while. These days, I seem to average one blog every three months or so. Why is this? There’s enough noise out there without me adding to it unless I have something I really want to share. And now, I do have something important to...

Waste in the workplace

What is meant by ‘waste’ in the workplace? No, not the type of waste that ends up in the bins in this image. I’m talking here about any step or activity in a process that consumes resources but adds no value from the perspective of those involved in the process,...

Lean in retail

Rosie, Sales Associate at the University Retail Store, talks of her team’s experience with St Andrews Lean Consulting. How we started The University of St Andrews Retail Store began its journey with Lean in January. As a team, we thought this would be a great way to...

Voice of customer

Today we will be exploring the voice of customer (VoC) and how capturing it can be beneficial when learning and applying lean principles. The VoC is the customer’s expectations, preferences and comments in relation to a product or service. When addressing the concerns...