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Home Posts tagged "Client Experience"

Tag: Client Experience

Election: let’s evaluate the process with operational excellence

I was lucky enough to vote in three different countries. The election process is highly critical because it ensures that a democracy works properly. But like any process, it can be improved. At first I summarize the way the poll is conducted in the three countries. You can go directly…

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Eponine Pauchard November 2020 November 2020Lean examples

Tourism: an example of operational excellence

Today, I share an example of the use of operational excellence tools and pricniples in tourism. How do you apply industrial tools to your customers? It’s easy, you just have to know the theory and adapt it to adjust to the human being who is the object of the process:…

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Eponine Pauchard August 2020 August 2020Lean examples

Client Gemba: to put his shoes on

Have you become operational pros? Do you know how to observe your employees, to understand and improve processes? Saviez-vous que vous pouvez également faire du Gemba client ? If you want to understand how your customers use the product or service you offer, this is the best way to proceed.…

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Eponine Pauchard May 2020 May 2020Lean examples

Do you really know what your customers want?

Woman looking at others questionning her

We all work for our customers. In some cases, we are in direct contact with them. For the majority of us, the customer is quite far in the value chain, and we don’t have direct access to him. So we imagine what he wants, what’s important to him, how he’s…

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Eponine Pauchard February 2020 August 2019Lean culture

A Gemba in operations, the step-by-step method.

The Gemba is key. To understand operations, or how the customer uses the product. But how to make a Gemba in operations? From theory to practice, I give you two examples, first in a factory and then in an office. I explain in another article the Gemba for your customers.…

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Eponine Pauchard January 2020 October 2020Lean examples

How to automate human resource management

The organization’s support functions must also optimize the way they do things. Like operations, they need to question themselves about the value they bring to the organization, and how they can improve. Automation is one of the solutions to improve administrative processes. As in the industrial revolution, when machines replaced…

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Eponine Pauchard October 2019 September 2019Lean examples

Optimize airport security with automation

Airport security has increased in recent years. The equipment and staff increase the cost of the passage of each traveller. Cost that airlines obviously pass on to their customers. They grumble about rising prices, so airports need to cut costs while maintaining or enhancing security. Automation of some tasks can…

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Eponine Pauchard January 2019 January 2019Lean examples

Define your value proposition for the customer

In this article I will explain how to define a value proposition, then how to use a design thinking tool to make sure you meet the needs of your customers. We will always find a problem to fit with the solution What is the value proposition? The value proposition is…

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Eponine Pauchard December 2018 January 2019Tools / Methods

An operational excellence example: Mad Radish

Today, I will illustrate several concepts of operational excellence, as can be seen in application in a fast-food restaurant: Mad Radish. I visited the downtown Ottawa branch. This is a nice example of well used tools. Mad Radish offers a healthy fast food service: salads meals. Standardization and simplification The…

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Eponine Pauchard November 2018 January 2019Lean examples

Get useful feedback: the keys to a good survey

It’s trendy: to survey your customers. I do not know about you, but as far as I’m concerned, there is not a week going on without being asked my opinion. Whether it’s a link on grocery or hardware store receipt, an email from a car rental company, a hotel, my…

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Eponine Pauchard May 2018 January 2019Tools / Methods
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