Managers must experience the customer’s pain firsthand in order for the system to change. Meaningful change will not happen if customer pain and innovations are presented in their offices. Managers must “get out of their chairs” and spend a significant amount of time with customers.
It is only through feeling the emotion of customer pain that managers will be inspired to make a change. Studying the system is a vital first step.
Two key measures:
- Capacity: the volume of demands we can service
- Capability: How well we do them is measured in terms that matter to customers. Timeliness, right first time etc.