Do you know how your organization transforms customer requests into receipts?
If you don’t, you’re in good company, according to the book Value Stream Mapping by Karen Martin and Mike Osterling. They define a value stream as “the sequence of activities required to design, produce, and deliver a good or service to a customer.” (Value Stream Mapping, p2) Later on page 29, they add that sometimes includes receiving payment as well (request to receipt).
This is literally the lifeblood, the engine of a business. Customers want outcomes, and you deliver those outcomes via the value stream.
And many organizations have never studied how they deliver.
If you don’t know how you deliver, how do you even begin to improve how you deliver?
If you don’t improve how you deliver, which of your competitors will do it first?
