Lean Tools and Techniques for Customer Satisfaction and Competitive Advantage

Lean techniques have proven especially effective when they target customer satisfaction in terms of cost, quality, and delivery.

This book presents lean tools that take into account the voice of the customer so as to meet or exceed competitor capabilities.

First, the text presents process mapping and analysis techniques that can be used to determine areas of waste.

Next, it describes lean tools and techniques that can be used to eliminate waste and answer customer concerns.

Finally, it offers a formal improvement implementation process that will put the lean tools into place in a way that involve the entire organization.