10 Steps to LEAN -- 2

 

2. Define Value from the Customer’s Eyes

Value is only what the customer is willing to pay for. Everything else is Muda (Waste).

  • The Mechanics: Categorize every action into three buckets: Value-Added (VA), Non-Value-Added but Necessary (NVAN), and Non-Value-Added (NVA).

  • The Deep Dive: Use the "Voice of the Customer" (VOC) to define specific metrics like lead time, quality ppm, and cost targets. If the process doesn't transform the fit, form, or function of the product, it’s a target for elimination.

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