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List Price: A$32 including GST
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 aren’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 hasn’t spent countless hours in the
waiting room at the doctor’s office, or driven away from the
mechanic only to have the “fix engine” light go on?
In their bestselling business classic Lean Thinking,
James Womack and Daniel Jones introduced the world to the
principles of lean production—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 don’t care nor that the
people trying to fix our broken products are inept. Rather, it’s
that few companies today see consumption as a process—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
effort—theirs or the consumers’—and as a result these companies
will be more profitable and competitive.
Lean Solutions is full of surprising success stories:
Fujitsu, a leading service company for technology, has transformed
the way call centers solve problems— learning how to eliminate the
underlying cause of current problems rather than fixing them again
and again. 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
customers— and a far more lucrative enterprise.
Lean Solutions will inspire managers to take the first
steps toward perfecting their company’s process of giving consumers
what they really want.
From Lean Solutions
"Consumption should be easier and more satisfying due to better,
cheaper products. Instead it requires growing time and hassle to
get all of our goods and services to work properly and work
together. And this seems very strange when we stop to consider that
satisfying consumption is the whole point of lean production.
"As we have walked through a range of industries in recent
years, we have repeatedly observed consumers and employees
struggling valiantly with misaligned consumption and provision
processes that alienate customers and drain away profits. We began
to see that if truly lean provision can be married to truly lean
consumption, life can be better for consumers, more satisfying for
employees, and more profitable for providers. A win-win-win is
possible in which providers, employees, and consumers create lean
solutions together."
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