The Scholtes Canvas What is the Purpose of the Organization? How do you it?
What do you do?
Applying the Kano Model Why do you do it?
Basics
Performance
Delighters
Receiving Company
What capabilities do your customers acquire (or improve) as a result of interacting with you? (Not what you do)
Intermediate
User
Identify Customer Feedback Loops
Who are your Competitors? Others that do what you do
Reactive Customer Feedback
Alternatives ways people satisfy their needs
Proactive Customer Feedback
Describe Process/Routine
Describe New Process
Customers Who are your current customers?
Who should be, but are not?
Who by your choice are not?
Gemba: Mapping the Process Start Early Stags
Flow of Work Middle Stages
Completed Late Stages
Identify the major products and service that benefit your customers and serve your purpose Product/Service
Benefit/Capability Acquired by Customer
Trace a Basic Key Quality Characteristic through Process Choose a Specific product or service: ____________________________________
Start Early Stags
Examine the chain of customers for that product or service Who Receives it from you
Intermediate Customers
Assured End User Violated
Business901.com
Adapted from The Leaders Handbook by Peter Scholtes, published by McGraw-Hill 1998
Flow of Work Middle Stages
Completed Late Stages
The Scholtes Canvas
Value Stream: What is the Purpose of the Value Stream?
How do you it?
What do you do?
Applying the Kano Model Why do you do it?
Basics
Performance
Delighters
Receiving Company
What capabilities do your customers acquire (or improve) as a result of interacting with you? (Not what you do)
Intermediate
User
Who are your Competitors? Others that do what you do
Identify Customer Feedback Loops
Alternatives ways people satisfy their needs
Reactive Customer Feedback
Proactive Customer Feedback
Describe Process/Routine
Describe New Process
Customers Who are your current customers?
Who should be, but are not?
Who by your choice are not?
Gemba: Mapping the Process Start Early Stags
Flow of Work Middle Stages
Completed Late Stages
Identify the major products and service that benefit your customers and serve your purpose Product/Service
Benefit/Capability Acquired by Customer
Trace a Basic Key Quality Characteristic through Process
Examine the chain of customers for that product or service Who Receives it from you
Intermediate Customers
Start
End User
Early Stags Assured
Violated
Business901.com
Adapted from The Leaders Handbook by Peter Scholtes, published by McGraw-Hill 1998
Flow of Work Middle Stages
Completed Late Stages