• How to understand a business as a system of functions delivering value to paying customers.

     - How to visualize, quantify, and map incoming materials and information from suppliers in a supply chain.

     - How to scope the capabilities needed by the organization to add customer and business value to those materials and information.

     - How to categorize both customer and business value.

     - How to systematize a recurring process into a Kata using process models, procedures, checkpoints, and checklists.

     - How to continuously improve a process using Lean, Flow, Kaizen, mistake-proofing, short feedback cycles, and process metrics. 

     - How to identify the Hidden Factory of rework, scrap, delays, and other wastes identified in Lean Thinking.

     - How to identify and remove bottlenecks using the Theory of Constraints model, to achieve Flow.

     - How to identify root causes using the 5 Why's technique, Ishikawa diagrams, focus-groups, Affinity diagrams, and more.

     - How to deal with recurring and new issues using a checklist, asset recovery models, and Corrective and Preventative Action.

     - How to mistake-proof a problematic step using Poka-Yoke, color-codes, pictures, and elimination.

 

• How to think like a customer while evaluating customer value.

    

    - Is this the right product or service for me?

    - Is it the right price?
    - Is this the right time?
    - Is this the right seller?

• How to think like a business owner while evaluating business value.

    - How can I add new revenue?

    - How can I protect existing revenue?

    - How can I lower the cost of doing business without impacting my customer value?

    - How can I stay complaint in a changing world?

• How to connect effectively with customers to create referral sites.

    - All categories of customers, including consumers, coworkers, sponsors, future colleagues, and auditors.

    - How to create emotional connections with customers so that they will bring repeat business and referrals.

    - How to be sure current service levels represent current customer expectations.

    - How to use personas, surveys, active listening, and other tools to understand customers ever-changing needs.

• How to improve process value propositions while simultaneously lowering the hassle, time, and cost to create them.

    - How to compose a Value Stream Map, and identify cycle times, costs, and common sources of waste.

    - How to use Kaizen Teams and Kaizen Projects to improve targeted processes.

• How to concurrently report on the progress of my work, and the overall status of my areas?

    - How to use Service Level Agreement Monitor (S.L.A.M. Charts) to show process performance against service level agreements.

    - How to use customer satisfaction surveys, and conversations to metric customer satisfaction levels and Net Promoter Scores.

    - How to visibly show any roadblocks stopping my critical task progress.

• How to work better in a team to maximize our ability to deliver value correctly, the first time.

    - How to use a Kanban board to showcase current work progress.

    - How to coordinated value delivery daily with my colleagues, and executive sponsors.

    - How to equip a process for cross-training as needed.

• How to set goals, measure them, and demonstrate improvement over time.

    - How to use a performance console to report process metrics.

    - How to report using Operational Excellence philosophies.