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 List Price: A$49
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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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