A massive disconnect exists today between consumers and providers. As consumers, we have a greater selection of higher quality goods and services to choose from and can obtain these items from a growing number of sources. Computers, cars and even big-box retail sites promise to solve our every need. So why aren't consumers any happier? Because our experience of obtaining and using these items is more frustrating than ever. At the same time, companies are finding themselves with declining customer loyalty, greater challenges in fulfilling orders, and a general sense of dissatisfaction in connecting with their customers.
Preface : From Lean Production to Lean Solutions
Introduction Lean Consumption Meets Lean Provision
Chapter 1 : Learning to See Consumption
Chapter 2 : Learning to See Provision
Chapter 3 : Solve My Problem Completely
Chapter 4 : Don’t Waste My Time
Chapter 5 : Get Me Exactly What I Want
Chapter 6 : Provide Value Where I Want
Chapter 7 : Solve My Problem When I Want
Chapter 8 : The Challenge of Lean Provision : The Role of the Manager
Chapter 9 : Get Me the Solution I Really Want : The Role for the Lean Entrepreneur
Chapter 10 : Solve My Complete Problem Permanently
Conclusion Lean Solutions
Acknowledgments
Lean Global Network
Notes
Bibliography
Index
