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Tuesday, July 16, 2013

Greenbelt Summer Module 3 - Value Innovation Kaizen

The participants of the Summer Vancouver Greenbelt are back for their final module this week, kicking off with a Kaizen that focuses on Value Innovation.

Value innovation is all about improving customer experience. Examples of Value Innovation Kaizen topics include:

      • Improving customer experience in an account opening process
      • Finding ways to delight customers with useful web portal features
      • How to obtain customer input on improvement ideas without using surveys
      • Improving service levels in a retail or branch operation
      • Setting up benchmarks and metrics for a new or existing service offering
      • Improving initial customer contact, or problem resolution process in a call center
These areas can sometimes be overlooked in favor of more tangible processes (such as 5S or cycle-time reduction) but there is always room for innovation and continuous improvement with regards to the customer touch-points. After all, the customer experience is of the utmost importance.


Stay tuned later this week for the Graduation video for this Greenbelt group!

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