Jørn W.Phigalt CEO – ITM Europe Using LEAN to enrich SME’s views - creating sustainable value using known techniques and ICT!!! Baltic IT&T 2007, Riga, Latvia LEAN in a Business Concept for SME’s TPS Toyota Production System Quality Circles TQM Total Quality Management CRM LEAN Customer RelationShip Management Trimming a process flow ERP Enterprise Resource Planning Jim Womack og Daniel Jones SME’s Business Opportunity CLM - Customer Lifecycle Management Baltic IT&T 2007 Riga, Latvia ITM Europe Customer Lifecycle Management… This is the Most Important Person in your Life Your Paying Customer He Generates your Income, your Profit, your Life In principle he ONLY pays for Value He will not pay for your mistakes, your wrong decisions, your lack of efficiencies, your discrepancies on the stock, your loss on debtors, your neglect or your investment in any activities that is not linked to improvement of your business – THAT HE CANNOT BENEFIT FROM Baltic IT&T 2007 Riga, Latvia ITM Europe Customer Lifecycle Management… Total Evaluation Value Enrichment Customer Service Baltic IT&T 2007 Riga, Latvia Sales Operation ITM Europe LEAN in practical use… Put emphasis on value creation for Customers Focus on what the customer will pay for and how the activity you will perform will give him benefits Map the value stream and reduce waste Focus on where there is activities that is old or build without adding anything to the customers value experience. Waste is in many cases not goods but time Create flow – the Customer process shall be smooth Avoid redundancy in the process and that staff handle the same item again-and-again, and limit the distance to the end-product Build focus – produce only the necessary Try to avoid ‘mini warehouses’ in the organization – it ties up capital and are time consuming Implement a culture – hunting for improvements Secure that there is an on-going process that tracks all ‘non-value’ creating activities and correct them (Kaizen) Design back-office solution that reflect true CustomerShip Baltic IT&T 2007 Riga, Latvia ITM Europe Traditional LEAN Perspective… This is where we see that LEAN can be used effectfull Customer Service This is where we is lead to believe that LEAN can work Baltic IT&T 2007 Riga, Latvia ITM Europe IT and LEAN Principles… This is where we see that LEAN can be used effectfull Customer Service This is where ICT Technology can give benefits This is where we is lead to believe that LEAN can work Baltic IT&T 2007 Riga, Latvia ITM Europe Implementing LEAN based IT… Faults.. Chosen a too difficult or low-impact project Neglecting administrative procedures Training, thinking, evaluating – not doing Missing Customer Lifecycle Management focus Improvements methodology not in place Cultural changes not included Process Walk-through Baltic IT&T 2007 Riga, Latvia ITM Europe Process walk-through for PartnerShips… Identifying Potential Partners Marketing Development PartnerShip Demands & Issues Leads Own Interest Product Development PartnerSearch Meetings Knowledge Transfer Information package to Leads Upgrade to Prospekt Web-restricted access Lost Warranty and Service Web-site Information to Leads. prospects Regular Partner Meetings Offerings and Supply dialogues Ordering Products and Services Complaints Payment Procedure Order Confirmation Partner Product Inspection Baltic IT&T 2007 Riga, Latvia ITM Europe Examples on Common Area’s of waste Returns – (wrong ordering, wrong knowledge, wrong handling, wrong shipment) TIME – COSTS – INSPECTION – DELAY – COMMUNICATION – Knowing the customer’s purchase pattern (CRM) Service calls due to poor quality – (saving money on purchases, discount purchase) ARGUMENTATION – TIME – COST – STOPS – NEGATIVE – Expectation management, customer handling (CRM) Baltic IT&T 2007 Riga, Latvia ITM Europe To conclude… LEAN can be used by everyone It is a set of logical decisions that takes of in the complex world of the customer. The key question is always WHAT WILL HE PAY FOR….