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...

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...

Is there room for Lean during Covid-19?

Lean manufacturing has become a standard practice for many businesses across the UK. However, lingering furlough, reduced operating hours and supply shortages worldwide begs the question as to whether there is room for Lean in a Covid-19 world? Covid-19 has brought us...