It’s always nice to have those moments that blows your mind. Those, so called “ah ah” moments. I had one of those recently while reading James Womack’s Gemba Walks. I have been doing value streams for a while now. Always starting with the value we deliver to the customer. Map the key processes that do that.
But Womack in his essay talks about how does the customer actually consume what one delivers. Imagine the insight one has knowing the customer’s consumption process. Once we know that, it’s easier to design our process to provision the value the customer is looking for at the time she is looking for it and the location she needs it.
This really move our focus to where it should be – customer’s realisation of value. This helps a provider define their purpose better. It helps in provisioning goods or services when and where required based on the customer consumption process.