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Author : David McLachlan
Publisher : Unknown
Page : 216 pages
File Size : 53,9 Mb
Release : 2017-09-11
Category : Business & Economics
ISBN : 0994196393
The Lean CX Score is a brand new repeatable framework to help you create disruptive products and services.
Author : Robert Dew,Bill Russell,Cyrus Allen,George Bej
Publisher : Walter de Gruyter GmbH & Co KG
Page : 275 pages
File Size : 52,5 Mb
Release : 2021-04-06
Category : Business & Economics
ISBN : 9783110684025
In recent years, many companies have realised customer experience (CX) is the new marketing battle ground. Substantial investments have been made to map customer journeys, identify pain points and improve CX to try and create cut-through. Using real world applications to introduce next generation design tools based on proven concepts from strategy, marketing, psychology and creative problem solving, Lean CX: How to Differentiate at Low Cost and Least Risk discusses how to use Lean Management approaches to innovate your customer experience. This practical book describes how the tools from Lean Management can be applied to the CX innovation problem. The authors draw on hundreds of CX design and strategic innovation projects across a range of industries, both B2B and B2C, from primary research through client work and secondary case studies available in the public domain. The examples include many different vertical industry sectors, including those involving hybrid business models. The cases included share what worked really well and where CX failed. The content goes beyond what actually happened to present an idea of what might be possible with the right design approach and committed resources. Presents the swarm algorithm which highlights what the next generation of successful organisations might become. Shows how to overcome the CX change risk and reduce the biggest waste in CX management. Includes numerous international case examples.
Author : David McLachlan
Publisher : Unknown
Page : 182 pages
File Size : 49,6 Mb
Release : 2014-12-04
Category : Business & Economics
ISBN : 0994196369
Five Minute Lean reveals a fast, easy and new way to improve your job and your business. Based on the proven "Lean" methodology but encompassing many new industries, Five Minute Lean combines a powerful story with fast paced summaries of the tools and techniques, so you can get results quickly and in a way that is best for you.
Author : Dodd Starbird
Publisher : Quality Press
Page : 103 pages
File Size : 48,7 Mb
Release : 2016-11-18
Category : Business & Economics
ISBN : 9781953079442
Has your organization tried Lean already? If so, you surely see and feel the Joy of Lean in your workplace now, right? Don't worry. If you're not quite to joy yet, you're not alone. As it attracts more and more attention as a successful business philosophy that can improve results in any type of organization, lean has still sometimes been misunderstood as a method for just cutting expenses. The useful ideas of eliminating waste and driving greater efficiency can pick up a negative spin, with perceptions of job cuts, employees doing more with less, and managers squeezing more productivity from each person. None of that sounds very joyful. But it doesn't have to be that way. This book will show leaders how to cultivate a positive Lean Culture of Excellence that creates value for customers, profitable growth for businesses, sustainable cost reduction, and fulfilling jobs for employees. Lean Culture means empowerment. Lean Culture means better value for the customer. Lean Culture means better performance for the organization. Lean Culture means a more engaging, rewarding, and yes, even joyful role for each employee. And Lean Culture provides the competitive advantages that a team needs to survive and grow. We call the approach Lean Engaged Team Performance (Lean ETP). It's a purposeful combination of value innovation, process excellence, performance measures, team goals, collaborative norms, organizational structure, enabling technology, and most of all, visionary leadership. And it's hard to achieve and even harder to sustain, but it's worth the journey! Praise for The Joy of Lean "For a young growth company, the self-discipline of Engaged Team Performance and a commitment to process improvement do not initially sound too joyful. But all we needed was one team to try. Our leaders and employees came together… operating at the best service levels we had ever achieved." Jana Schmidt, President and CEO, Ecova, Inc. "Life is supposed to be an adventure, and work is a core part of that journey. The Joy of Lean will help you develop a culture where everyone takes joy in coming to work every day to contribute something that will change the world for the better." Dr. Fred Moll, co-founder and CEO, Auris Surgical Robotics, and co-founder of Intuitive Surgical "The Joy of Lean provides practical advice that every organization should follow when pursuing a Lean transformation. Dodd Starbird delivers the content in an easy to understand, even humorous way that makes this an important and enjoyable read for anyone, not just leaders for whom the book is most intended." Drew Locher, author of Lean Office and Service Simplified "Dodd Starbird fixes the limitations of most Lean implementations by shifting focus from eliminating waste to achieving excellence, and it's spot on!" David Marquet, author of Turn the Ship Around! "At its heart,The Joy of Lean is about leaders building relationships: relationships with your customer and with your employees. Engaged Team Performance is all about empowering your employees to demonstrate care while attracting new customers, strengthening client relationships, or delivering products and services every day. The Joy of Lean provides the key to any successful business." Art Bacci, Head Hong Kong Group, Principal International "Business, especially a growing business, is ultimately about people working with people. The Joy of Lean outlines key principles for driving a culture of business performance. Working with Dodd Starbird's ETP principles, we have been able to deliver sustainable value to our business, and our teams remain engaged." Beth Rothwell, President, VfD Companies
Author : Eric Ries
Publisher : Crown Currency
Page : 337 pages
File Size : 41,9 Mb
Release : 2011-09-13
Category : Business & Economics
ISBN : 9780307887894
Most startups fail. But many of those failures are preventable. The Lean Startup is a new approach being adopted across the globe, changing the way companies are built and new products are launched. Eric Ries defines a startup as an organization dedicated to creating something new under conditions of extreme uncertainty. This is just as true for one person in a garage or a group of seasoned professionals in a Fortune 500 boardroom. What they have in common is a mission to penetrate that fog of uncertainty to discover a successful path to a sustainable business. The Lean Startup approach fosters companies that are both more capital efficient and that leverage human creativity more effectively. Inspired by lessons from lean manufacturing, it relies on “validated learning,” rapid scientific experimentation, as well as a number of counter-intuitive practices that shorten product development cycles, measure actual progress without resorting to vanity metrics, and learn what customers really want. It enables a company to shift directions with agility, altering plans inch by inch, minute by minute. Rather than wasting time creating elaborate business plans, The Lean Startup offers entrepreneurs—in companies of all sizes—a way to test their vision continuously, to adapt and adjust before it’s too late. Ries provides a scientific approach to creating and managing successful startups in a age when companies need to innovate more than ever.
Author : Dee Jacob,Suzan Bergland,Jeff Cox
Publisher : Simon and Schuster
Page : 320 pages
File Size : 42,7 Mb
Release : 2009-12-29
Category : Business & Economics
ISBN : 1439181217
Millions of readers remember The Goal, the landmark business novel that sets forth by way of story the essential principles of Eliyahu Goldratt's innovative methods of production. Now, from the AGI-Goldratt Institute and Jeff Cox, the same creative writer who co-authored The Goal, comes VELOCITY, the book that reveals how to achieve outstanding bottom-line results by integrating the world's three most powerful continuous improvement disciplines: Lean, Six Sigma, and Goldratt's Theory of Constraints. Used by the United States Navy and United States Marine Corps to dramatically improve some of the most complex, logistically vast supply chains in the world, the VELOCITY APPROACH draws on the strengths of all three disciplines to deliver breakthrough performance gains. In physics, speed with direction is velocity; in business, the application of VELOCITY means your organization can achieve operational speed with strategic direction to outmaneuver competitors, gain loyalty with customers, and rapidly build sustainable earnings growth -- in as little as one or two business quarters. Dee Jacob and Suzan Bergland, two princi-pals of AGI, have been teaching the concepts, techniques, and tools of VELOCITY to major corporations, including Procter & Gamble, ITT, and Northrop Grumman, for years. Now they unlock the door for you to see how to apply their insights and methods to your organization -- be it business, not-for-profit, manufacturing, or service based -- in order to shorten lead times, slash inventories, reduce production variability, and increase sales. Writer Jeff Cox returns with the vivid, realistic style that made The Goal so readable yet so edifying. Thrust into the presidency of the subsidiary company where she has managed sales and marketing, Amy Cieolara is mandated by her corporate superiors to implement Lean Six Sigma (LSS) in order to appease a key customer. Assigned to help her is LSS Master Black Belt Wayne Reese, installed as her operations manager. But as time goes on and corporate pressure mounts, Amy finds she has to start thinking for herself -- and learning from everyone around her -- and she arrives at the series of steps that form the core of the VELOCITY APPROACH. VELOCITY offers keen insight into the human and organizational factors that so often derail growth while teaching you proven, practical techniques for restarting and revving up the internal engines of your company to reach new levels of success. Colorful characters, believable situations, and everything from dice games to AGI's "reality tree" techniques make this business novel a vital resource for everyone seeking to deliver business improvement in these challenging economic times -- and far into the future.
Author : Greg Kihlstrom
Publisher : Unknown
Page : 268 pages
File Size : 44,9 Mb
Release : 2022-01-28
Category : Electronic
ISBN : 1667818376
Customer experience has become the primary method of competitive differentiation between most brands today. While most companies claim that customers and their needs drive decisions and priority within their organizations, when it comes time to prioritize customer needs, it can often be more difficult and less clear exactly how and what to do.There are several reasons for this, and these reasons form the foundation of Meaningful Measurement of the Customer Experience. The book provides guidance on how to create a customer-centric culture that prioritizes customer needs while aligning internal teams around a common goal. It also provides a framework to create a system of meaningful measurement that can not only improve the customer experience by holistically looking at the customer journey, but provide a sustainable method for analysis and optimization with a more agile approach to continuous improvement. This provides internal teams with the metrics and justification they need to continue improving the customer experience, creates a collaborative, customer-centric culture aligned around common goals, and ultimately benefits the customers, who buy, buy more, buy more often, and tell others about their experiences. Drawing on Kihlström's experience working with top organizations, as well as dozens of interviews with Fortune 1000 customer experience leaders for this book and his podcast, The Agile Brand with Greg Kihlström, the secrets of planning, implementing, analyzing, and improving great customer experience in a sustainable way are demystified and made practical.Meaningful Measurement of the Customer Experience is Kihlström's eighth book, following The Center of Experience (2020), and his Agile series, which started with 2016's The Agile Web, followed by The Agile Brand (2018), The Agile Consumer (2019), and The Agile Workforce (2021). It is his third book on customer and employee experience, following Digital Delight, which was compiled from a series of his articles and released in 2019.
Author : Angie Born,Tanya Netayavichitr,Debbie Levitt
Publisher : Unknown
Page : 570 pages
File Size : 48,8 Mb
Release : 2019-09-19
Category : Electronic
ISBN : 1692922645
Delta CX is a refreshing model bringing CX and UX together in task and in name with the key goal of improving the products, services, and experiences (PSE) that we offer our potential and current customers. Rather than following trends or drinking the snake oil, Delta CX presents a time-tested, thorough approach that helps you establish values, vision, strategies, and goals. Great PSE require the right teams and strategies in place to proactively predict and mitigate the risk of delivering wrong or flawed PSE. Adopting Delta CX means we all finally speak the same language, from tasks and deliverables to job titles and required skills to where CX fits into Agile organizations to processes and teams. Calculate the ROI of investing more time and resources into building the right PSE the first time. Save time, money, and sanity. Replace guessing and assumptions with Lean customer research that is planned, conducted, and interpreted by experts. Learn why quality should be our #1 priority, and how to rededicate our organization to our external and internal customers.Target audiences: Managers, workers, practitioners, freelancers, consultants, contractors, execs, stakeholders, and everybody else working in CX, UX, Marketing, Product Management, Engineering, Project Management. Business Analysts (BAs), Data Scientists, Writers, Visual Designers, Information Architects, Interaction Designers, Product Designers, and Researchers.The long and problem-focused version: In an era of faster, faster, faster, our workplaces are sacrificing quality, collaboration, culture, and the customer experience to "just ship it." Business goals don't seem to align with customers' needs. Customers constantly raise their standards and expectations, and they notice when companies are out of touch or get it wrong. Competitors, investors, shareholders, the press, bloggers, social media, and Wall Street also notice. Brands are being surprised when their products, services, and experiences (PSE) are disliked or rejected by customers, or go viral for the wrong reasons. Companies claim they are customer-focused, user-centric, and designing for the needs of real customers. Initiatives to increase the ability to build the right PSE should have meant hiring more CX and UX talent. However, with UX still misunderstood, circumvented, overruled, and excluded at many companies, workplaces that didn't know how to assess CX and UX talent hired anybody who put "UX" on their resume. Poor hiring choices lead to silos and "bad design." Rather than wondering if "UX" workers were unqualified, leadership blamed UX and User-Centered Design (UCD): They must be bloated, outdated, not Lean, not Agile things we don't really need. We started imagining that "everybody can be a designer." Get people sketching in design sprints, and solve our company's biggest challenges. We called for democratization and decentralization of UX and design because perhaps taking some power away from these "high-ego UX people" we hired will fix this. Suddenly, everybody was a design thinker doing design thinking, yet few people can agree on what design thinking is.Everybody became quietly desperate. UX practitioners wanted to evangelize, and invited teammates to UX evangelism presentations, which often backfired. Companies of all sizes and ages, including Fortune 500s, tried methodologies designed for startups. Startups fail roughly 95% of the time. It's so rare that they innovate or build something the public actually wants. Why would we want to emulate a segment with such a high failure rate? We're lost. We need another business transformation, a return to prioritizing the quality of what we ideate, architect, design, test, build, and unleash on the public.(Return to the top for the short and happy version.)
Author : Sarah Adams
Publisher : Dell
Page : 337 pages
File Size : 45,5 Mb
Release : 2022-04-26
Category : Fiction
ISBN : 9780593500767
Is it ever too late to leave the friend zone? Discover the heartwarming friends to lovers romance that became a sensation on TikTok—now with a new chapter and a Q&A with the author! The friend zone is not the end zone for Bree Camden, who is helplessly in love with her longtime best friend and extremely hot NFL legend, Nathan Donelson. The only problem is that she can’t admit her true feelings, because he clearly sees her as a best friend with no romantic potential, and the last thing Bree wants is to ruin their relationship. But those abs . . . Nope! Nothing but good old-fashioned, no-touching-the-sexiest-man-alive, platonic friendship for Bree. In any case, she has other things to worry about. After a car accident ended her chance at becoming a professional ballerina, Bree changed paths and now owns her own dance studio, with big dreams to expand it. But one more rent increase could mean the end of the studio entirely. Then, as usual, Nathan comes to the rescue and buys the entire building. A stubborn Bree is not happy about it and decides to rebel with a couple—okay, maybe more than a couple—of tequila shots. Then her plan backfires as she spills her deepest, darkest secret to a TMZ reporter. One viral video later, the world thinks Nathan and Bree are the perfect couple. Before they can really talk about her confession, Nathan’s publicist proposes a big opportunity that could mean financial security for Bree. The catch? They have to pretend to be in love. For three whole weeks. What will happen when Bree gives in to the feelings she’s been desperately hiding for so long, and could she be imagining that Nathan is actually enjoying it? Sarah Adams scores more than touchdowns in this exciting romantic comedy.
Author : Jeofrey Bean,Sean Van Tyne
Publisher : Brigantine Media
Page : 0 pages
File Size : 43,6 Mb
Release : 2011-12
Category : Business & Economics
ISBN : 098266446X
The customer experience revolution has begun Businesses that provide an extraordinary customer experience are more profitable and sustainable than their competition. They dominate industries and marginalize competing companies. In their innovative book, The Customer Experience Revolution: How Companies like Apple, Amazon, and Starbucks Have Changed Business Forever; authors Jeofrey Bean and Sean Van Tyne uncover valuable insights about leadership and decision-making. At large and small companies they call Experience Makers, the focus has surpassed products, services, and price toward the purpose-built customer experience and the user experience within it. Customer experience is an all-encompassing term that goes beyond traditional definitions of marketing, customer service, customer satisfaction, and product development. Delivering extraordinary customer experience is becoming more and more important, according to J.D. Power and Associates. We know from the data that people will pay for it, says Gary Tucker. Unique to customer experience books, Bean and Van Tyne capture the key elements of customer experience through interviews with business leaders. The book shows how Starbucks CEO Howard Schultz spearheaded a customer experience strategy using social media that built tremendous customer loyalty. An interview with executive Larry Tesler reveals the leadership qualities of Steve Jobs at Apple and Jeff Bezos at Amazon. It shows how Reed Hastings at Netflix brought down Blockbuster and continues to stay competitive. The book tells the story of Square (founded by Jack Dorsey of Twitter), as well as many other companies, including Intuit, LPL Financial, Skinit, EMN8, IDriveSafely, and more. These profiles of leaders in companies both large and small show the value of creating a complete customer experience ecosystem. Bean and Van Tyne found twelve essential leadership qualities common to the best companies in total customer experience management. They insist that these best practices can no longer be ignored for a company to remain successful. Customer expectations have risen and will continue to change. The Customer Experience Revolution shows why every business needs to make customer experience an integral part of its business strategy. The Customer Experience Revolution is a book that everyone who wants to succeed in business must read. --Todd Robinson, Founder and Former Chairman, LPL Financial Companies that delight their customers outperform their peers. This guidebook tells us why and how they do it in industries as diverse as retailing, smartphones, food service and driver education. I highly recommended it to anyone building a customer-focused business or refocusing an existing business on the experience of the customer. --Larry Tesler, Larry Tesler Consulting, former Vice President and Chief Scientist, Apple Computer
Author : Alexander Osterwalder,Yves Pigneur
Publisher : John Wiley & Sons
Page : 295 pages
File Size : 48,7 Mb
Release : 2013-02-01
Category : Business & Economics
ISBN : 9781118656402
Business Model Generation is a handbook for visionaries, game changers, and challengers striving to defy outmoded business models and design tomorrow's enterprises. If your organization needs to adapt to harsh new realities, but you don't yet have a strategy that will get you out in front of your competitors, you need Business Model Generation. Co-created by 470 "Business Model Canvas" practitioners from 45 countries, the book features a beautiful, highly visual, 4-color design that takes powerful strategic ideas and tools, and makes them easy to implement in your organization. It explains the most common Business Model patterns, based on concepts from leading business thinkers, and helps you reinterpret them for your own context. You will learn how to systematically understand, design, and implement a game-changing business model--or analyze and renovate an old one. Along the way, you'll understand at a much deeper level your customers, distribution channels, partners, revenue streams, costs, and your core value proposition. Business Model Generation features practical innovation techniques used today by leading consultants and companies worldwide, including 3M, Ericsson, Capgemini, Deloitte, and others. Designed for doers, it is for those ready to abandon outmoded thinking and embrace new models of value creation: for executives, consultants, entrepreneurs, and leaders of all organizations. If you're ready to change the rules, you belong to "the business model generation!"
Author : David Mertz
Publisher : Packt Publishing Ltd
Page : 499 pages
File Size : 42,9 Mb
Release : 2021-03-31
Category : Mathematics
ISBN : 9781801074407
Think about your data intelligently and ask the right questions Key FeaturesMaster data cleaning techniques necessary to perform real-world data science and machine learning tasksSpot common problems with dirty data and develop flexible solutions from first principlesTest and refine your newly acquired skills through detailed exercises at the end of each chapterBook Description Data cleaning is the all-important first step to successful data science, data analysis, and machine learning. If you work with any kind of data, this book is your go-to resource, arming you with the insights and heuristics experienced data scientists had to learn the hard way. In a light-hearted and engaging exploration of different tools, techniques, and datasets real and fictitious, Python veteran David Mertz teaches you the ins and outs of data preparation and the essential questions you should be asking of every piece of data you work with. Using a mixture of Python, R, and common command-line tools, Cleaning Data for Effective Data Science follows the data cleaning pipeline from start to end, focusing on helping you understand the principles underlying each step of the process. You'll look at data ingestion of a vast range of tabular, hierarchical, and other data formats, impute missing values, detect unreliable data and statistical anomalies, and generate synthetic features. The long-form exercises at the end of each chapter let you get hands-on with the skills you've acquired along the way, also providing a valuable resource for academic courses. What you will learnIngest and work with common data formats like JSON, CSV, SQL and NoSQL databases, PDF, and binary serialized data structuresUnderstand how and why we use tools such as pandas, SciPy, scikit-learn, Tidyverse, and BashApply useful rules and heuristics for assessing data quality and detecting bias, like Benford’s law and the 68-95-99.7 ruleIdentify and handle unreliable data and outliers, examining z-score and other statistical propertiesImpute sensible values into missing data and use sampling to fix imbalancesUse dimensionality reduction, quantization, one-hot encoding, and other feature engineering techniques to draw out patterns in your dataWork carefully with time series data, performing de-trending and interpolationWho this book is for This book is designed to benefit software developers, data scientists, aspiring data scientists, teachers, and students who work with data. If you want to improve your rigor in data hygiene or are looking for a refresher, this book is for you. Basic familiarity with statistics, general concepts in machine learning, knowledge of a programming language (Python or R), and some exposure to data science are helpful.
Author : Alex Allwood
Publisher : Unknown
Page : 178 pages
File Size : 48,6 Mb
Release : 2015-06-17
Category : Brand loyalty
ISBN : 0994343388
Your customer is now in the driver's seat. They're super-connected, influential within their social networks and have high expectations that their brand interactions will be personalised, contextual and device relevant. Brands are facing a highly competitive and commoditised marketplace, where product and service innovation is short-lived and competitive offerings are quickly duplicated, leaving little or no differentiation between one brand and the next. To succeed, your brand will need to build an organisation-wide, customer-first culture where customer needs are consistently met, brand promises are kept, and every touchpoint throughout the customer journey delivers a positive experience that customers want to talk about with their peers. Customer Experience is the Brand has been written for brand leaders to bridge the gap between yesterday's marketing and the next evolution of the brand: customer experience. Alex Allwood is a businesswoman and entrepreneur who believes that great experiences get people talking. For over twenty years she has helped brands grow by creating simple, feel-good customer experiences that people want to talk about and share with their peers.
Author : Karl Johan Åström,Richard M. Murray
Publisher : Princeton University Press
Page : 128 pages
File Size : 53,6 Mb
Release : 2021-02-02
Category : Technology & Engineering
ISBN : 9780691213477
The essential introduction to the principles and applications of feedback systems—now fully revised and expanded This textbook covers the mathematics needed to model, analyze, and design feedback systems. Now more user-friendly than ever, this revised and expanded edition of Feedback Systems is a one-volume resource for students and researchers in mathematics and engineering. It has applications across a range of disciplines that utilize feedback in physical, biological, information, and economic systems. Karl Åström and Richard Murray use techniques from physics, computer science, and operations research to introduce control-oriented modeling. They begin with state space tools for analysis and design, including stability of solutions, Lyapunov functions, reachability, state feedback observability, and estimators. The matrix exponential plays a central role in the analysis of linear control systems, allowing a concise development of many of the key concepts for this class of models. Åström and Murray then develop and explain tools in the frequency domain, including transfer functions, Nyquist analysis, PID control, frequency domain design, and robustness. Features a new chapter on design principles and tools, illustrating the types of problems that can be solved using feedback Includes a new chapter on fundamental limits and new material on the Routh-Hurwitz criterion and root locus plots Provides exercises at the end of every chapter Comes with an electronic solutions manual An ideal textbook for undergraduate and graduate students Indispensable for researchers seeking a self-contained resource on control theory
Author : Donna Lichaw
Publisher : Rosenfeld Media
Page : 160 pages
File Size : 52,5 Mb
Release : 2016-03-22
Category : Design
ISBN : 9781933820361
Like a good story, successful design is a series of engaging moments structured over time. The User’s Journey will show you how, when, and why to use narrative structure, technique, and principles to ideate, craft, and test a cohesive vision for an engaging outcome. See how a “story first” approach can transform your product, feature, landing page, flow, campaign, content, or product strategy.