A massive disconnect exists between consumers and providers today. Consumers have a greater selection of higher quality goods 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 arenâ€™t consumers any happier? Because everything surrounding the process of obtaining and using all these products causes us frustration and disappointment. Why is it that, when our computers or our cell phones fail to satisfy our needs, virtually every interaction with help lines, support centers, or any organization providing service is marked with wasted time and extra hassle? And who among us hasnâ€™t spent countless hours in the waiting room at the doctorâ€™s office, or driven away from the mechanic only to have the â€œfix engineâ€ light go on?
In their bestselling business classic Lean Thinking, James Womack and Daniel Jones introduced the world to the principles of lean productionâ€”principles for eliminating waste during production. Now, in Lean Solutions, the authors establish the groundbreaking principles of lean consumption, showing companies how to eliminate inefficiency during consumption.
The problem is neither that companies donâ€™t care nor that the people trying to fix our broken products are inept. Rather, itâ€™s that few companies today see consumption as a processâ€”a series of linked goods and services, all of which must occur seamlessly for the consumer to be satisfied. Buying a home computer, for example, involves researching, purchasing, integrating, maintaining, upgrading, and, ultimately, replacing it.
In this landmark new book, James Womack and Daniel Jones deconstruct this broken producer-consumer model and show businesses how to repair it. Across all industries, companies that apply the principles of lean consumption will learn how to provide the full value consumers desire from products without wasting time or effortâ€”theirs or the consumersâ€™â€”and as a result these companies will be more profitable and competitive.
Lean Solutions provides compelling examples ranging from a variety of companies. Fujitsu, a leading service company for technology, has transformed the way call centers solve problemsâ€” learning how to eliminate the underlying cause of current problems rather than fixing them again and again. Tescoâ€™s lean provision systems have enabled the company to emerge as the leanest, highest-quality, and best-managed retailer in Europe. An extremely successful car dealership has adopted lean principles to streamline its business, making for dramatically reduced wait time, fewer return trips, and greater satisfaction for customersâ€” and a far more lucrative enterprise. Managers at every stage of their journey will benefit from Lean Solutions by learning to see new ways to improve their processes in the service of providing value to customer