Welcome Back To The Gemba!



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. 

Dr. Michael Ballé will assist as virtual sensei for this e-learning experience with your own team to illustrate the key concepts you'll explore in the book