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By Nigel Murphy

One of the themes in the guide is how Lean must adapt to the digital age especially in relation to value realisation. The customer-provider model is changing, services like Facebook, Youtube, Amazon and Linkedin to name but a few are available at zero cost to ‘users’. The challenge for Lean then is to distinguish between user (UX) and customer experience (CX) and value streams, as well as promoting employee experience (EX) and value generation set against the backdrop of increasing automation.

About the Author:

I have worked in IT since 1997 starting out on a Service Desk, I seemed to be a little out of sync with everyone else and was told I actually dealt with support calls ‘too quickly’, the average time was 2 min 20 secs, mine was 50 secs!. I became fascinated by productivity and when a few years later Fujitsu Services underwent a Lean Transformation it seemed a natural fit, instantly resonating with me. I decided to leave the confines of IT support behind and become a consultant and have been ‘hooked’ on Transformation ever since.

The new guide to Lean will be released in October. Check out the IT Service Management section on our website for this and other great IT service management books, standards, tools and training.