Value Stream Maps from the Customer Perspective  book cover
1st Edition

Value Stream Maps from the Customer Perspective

  • Available for pre-order on March 25, 2023. Item will ship after April 15, 2023
ISBN 9781439880555
April 15, 2023 Forthcoming by Productivity Press
125 Pages 40 B/W Illustrations

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Book Description

This book provides practical guidance on how to develop Customer Viewpoint Maps. It provides examples of customer viewpoint maps, offers guidelines for working with customers to develop the map, and shows how the results interface with the traditional value stream map for the process. Helping readers leverage the investment their companies have already made in their value stream maps, the text supplies a fresh perspective on how to improve processes. The author illustrates the connections between the various processes that, until now, have been managed separately.

Table of Contents

Value Stream Map: Its Strength Is Also Its Weakness. What the Customer Really Sees. Ideal Customer Interactions. Elements of a Customer Viewpoint Map. Using a CVM to Improve a Process. Building a CVM and Involving the Customer. Maintaining A Customer Focus.

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Don Johnston is the CEO of CAS Adaptive Solutions in Titusville, Florida.