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By Richard St. Rose on July 31, 2012
I am writing this blog post as a rebuttal to all those out there who implied (or explicitly stated) that in Part I and/or Part II of this 3-part “Who’s Your Customer?” series I suggested that the overall context and alignment of the internal processes within any organization (The big Picture) are not important. The […]
By Richard St. Rose on July 15, 2012
Since I received a great deal of commentary on my July 7, 2012 blog post, entitled “Who is Your Customer?”, I have decided to blog about the topic some more this week to provide additional clarifying information. It is the inability to differentiate between the distinct elements of the value stream that leads to poor […]
By Richard St. Rose on July 7, 2012
I have had many conversations that are focused on voice of the customer with business professionals in numerous different industries. It is truly surprising to me how often I find that process owners at both high and low levels within their organizations have misidentified the customers of their processes. While the answer to […]