Schedule regular visits to the customer service department and make sure customer complaints are listed and analyzed one by one: what was the customer trying to do with our product or service when something went wrong?

Your first challenge is to look at how we failed to help a customer with a problem (hence the complaint) and, first, draw a different understanding of what the customer was trying to do (even if our product or service doesn't directly address this) and, second, to imagine what kind of value we should provide to help this customer with his or her problem. 

• What does customer focus really mean?
• Can great lean companies develop great lean managers?,
• How and where should I start using andons?
• How do I reconcile the lean healthcare goal to organize around the patient with management demands to cut costs?
• What is the lean approach to quality - is that what six sigma is all about?
• What is the best lean way to understand value (in termes of what customers want , Part I and II)
• Does quality really come first?
• Can lean boost sales?
• Product and process lean