EDCA for Lean Service Design


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As you start in EDCA, remember that the User/Customer is at the center of your universe. You have to continue improving and earning the right to remain within their sphere of influence. Most of us design services around how we think, not how the customer thinks. We have this idea that we know what is right. What I can tell you is that you are probably wrong. Move away from thinking that you are the “expert” or the smartest person in the room. Instead move towards the thinking that the “room is the smartest person.” In the EDCA  outline that follows take the time to invest in learning from and with your customer. Invest in an excellent customer service experience.

EDCA is a term I learned from @GrahamHill which means Explore-Do-Check-Act.

  The video may be a little fuzzy, this is the slide deck that was used.

Developing regular discussion around the visual management board is one of the most important processes in the creative process. It is the easiest way to build a collaborative structure. Most creative types do not like to hear this, but it is the foundation of Leader Standard Work; visualization and joint responsibility. As we develop more complexity and drive down decision making to the customer facing areas this structure provides the clarity and feedback for even the inexperienced service provider. The Standard Work of EDCA will generate more creative solutions versus hindering them.

  • It will save time on documentation and reporting.
  • People are actually more creative when they have a framework to start with.
  • Teamwork is part of the process from the beginning, and teams are always more creative (and effective) than the individual.

This is an excerpt from the Lean Service Design Program

Republished with author's permission from original post.

Joseph Dager
Business901 is a firm specializing in bringing the continuous improvement process to the sales and marketing arena. He has authored the books the Lean Marketing House, Marketing with A3 and Marketing with PDCA. The Business901 Blog and Podcast includes many leading edge thinkers and has been featured numerous times for its contributions to the Bloomberg's Business Week Exchange.


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