Many businesses are investing heavily in digital transformation, gearing up their cultures to deliver more capabilities aligned to customer needs. But understanding business value and aligning efforts ...

Value stream map vs. process map, which is better for you? As with many tools and methods in Six Sigma, there isn’t a ...

Value Stream Maps (VSM) are a powerful tool used in lean manufacturing and other business processes to visualize and analyze the flow of materials and information required to bring a product or ...

Ernie Smith is a former contributor to BizTech, an old-school blogger who specializes in side projects, and a tech history nut who researches vintage operating systems for fun. Many discussions around ...

In this course, you will learn how to create a value stream map (VSM) of current-state and future-state processes. Value stream mapping is a Lean technique that allows you to document, analyze, and ...

Customer value mapping is an established concept and has various definitions. Unfortunately, many companies get lost with customer value mapping. Too often, the exercise becomes entirely focused on a ...

Not all forms of customer loyalty are created equal. Long-standing Gartner research indicates a clear difference between decreasing the probability of customer defection on the one hand, versus ...

Customer service has traditionally been viewed as a cost center for businesses. It's often seen as a necessary expense that only adds a little value to the bottom line. But customer experience is ...