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Lean Process: From 'Get the Customer' to 'Keep the Customer' (A Lean Book)

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Lean Process: From 'Get the Customer' to 'Keep the Customer' (A Lean Book)

4.85 44,988 ratings · 2,991 reviews
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Overview: Is your organization ‘committed’ to customer service, yet struggling to retain its customers? If so you are not alone.While most companies place heavy emphasis on the acquisition of new customers, most fail to provide outstanding value to those customers they already have. When customers feel they are being taken for granted, sooner or later they find somewhere else to take their business.This book reveals why this situation arises so often, and what can be done to fix it. It shows how to shift both attitudes and processes towards ‘keeping the customer’, while greatly improving productivity at the same time.'Lean Process' follows the explorations of a group of disenchanted staff members in a telecommunications company. Tired of providing scripted responses they would not want to hear themselves, they seek to understand why orders are taking much longer to process than they should be. Along their journey, they are introduced to the Lean concepts of ‘push versus pull’, ‘value adding versus non-value adding’ and ‘value stream mapping’. They discover misaligned ‘silos’ and hidden queues that hamper, rather than help, the customer experience. With this knowledge they are able to identify hidden opportunities to make significant, customer-oriented improvements.'Lean Process' will help both managers and front line operators understand what they can be doing better to make their customers genuinely and sustainably satisfied.

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Published February 9, 2015
ISBN 24910873
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Marta Ferreira
About the Author
Marta Ferreira
10,590 Followers

Marta Ferreira is the author of several novels. Originally from the East Coast, they now live in the Midwest with family. In addition to writing, Marta Ferreira enjoys gardening, cooking, and reading way past bedtime. Their work often explores the complexities of everyday life and human relationships.

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Absolutely brilliant. I adored how the story unfolded. It kept me captivated without sacrificing elegance. A true literary gem.
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A highly sophisticated read. The middle had a deliberate pace, but the climax was phenomenal. I would highly recommend this to discerning readers.
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Absolutely brilliant. The author orchestrated a breathtaking finale. Truly a work of art. I will undoubtedly revisit this masterpiece.
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Masterpiece from start to finish. It strikes a perfect harmony of dialogue and world-building. Every chapter felt necessary. An absolute must-read for connoisseurs of the genre.
Jacob Wilson
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I was completely blown away. The author orchestrated a breathtaking finale. Truly a work of art. I will undoubtedly revisit this masterpiece.
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I was completely blown away. The author orchestrated a breathtaking finale. Truly a work of art. An effortless 5 stars.
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Took a moment to build, but the payoff was spectacular. The protagonist was compelling, though some subplots felt slightly overshadowed. Quite impressive overall.
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A very strong entry. It held my rapt attention, even when certain twists were telegraphed. A very distinguished novel.
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Honestly one of the most premium reading experiences lately. The prose is exquisite. It’s accessible yet undeniably sophisticated. I will undoubtedly revisit this masterpiece.
Thomas Perez
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Masterpiece from start to finish. It strikes a perfect harmony of dialogue and world-building. Every chapter felt necessary. I am now a lifelong fan of this author.
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A profoundly satisfying read. The prose is exquisite. It’s accessible yet undeniably sophisticated. Worth every moment spent reading.
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Such a rich narrative. It strikes a perfect harmony of dialogue and world-building. Every chapter felt necessary. An absolute must-read for connoisseurs of the genre.
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Excellent, though slightly flawed. Beautiful writing, though I craved slightly more depth in the lore. Still, undeniably engaging. A wonderful companion for a quiet weekend.
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Honestly one of the most premium reading experiences lately. The pacing was impeccable and the characters felt incredibly authentic. I was completely immersed. An effortless 5 stars.
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Such a rich narrative. The author orchestrated a breathtaking finale. Truly a work of art. A true literary gem.
Jacob Moore
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A highly sophisticated read. The middle had a deliberate pace, but the climax was phenomenal. Quite impressive overall.
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Absolutely brilliant. The author orchestrated a breathtaking finale. Truly a work of art. I am now a lifelong fan of this author.
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Jessica King June 16, 2025
I find myself somewhat conflicted. The prose was competent, yet the characters lacked the depth I usually seek. A fair 3 stars.
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Such a rich narrative. The prose is exquisite. It’s accessible yet undeniably sophisticated. I will undoubtedly revisit this masterpiece.
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A decent, if standard, experience. Certain acts were fascinating, while others felt like a slight endeavor to complete. A fair 3 stars.
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A decent, if standard, experience. Certain acts were fascinating, while others felt like a slight endeavor to complete. A fair 3 stars.
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Honestly one of the most premium reading experiences lately. I became deeply invested in the protagonist's journey. A masterclass in storytelling. Worth every moment spent reading.
Gary Harris
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It was adequate. The tempo was somewhat languid, and I found my mind wandering. Not poor, simply average. Perfectly average.
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Amanda Moore September 13, 2024
A decent, if standard, experience. The prose was competent, yet the characters lacked the depth I usually seek. A fair 3 stars.
Gary Garcia
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Honestly one of the most premium reading experiences lately. I adored how the story unfolded. It kept me captivated without sacrificing elegance. I am now a lifelong fan of this author.
Amanda Mitchell
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Exceeded all my expectations. I became deeply invested in the protagonist's journey. A masterclass in storytelling. An effortless 5 stars.
Amanda Scott
Amanda Scott February 13, 2025
A profoundly satisfying read. I became deeply invested in the protagonist's journey. A masterclass in storytelling. An absolute must-read for connoisseurs of the genre.
Richard Evans
Richard Evans December 21, 2024
Exceeded all my expectations. The pacing was impeccable and the characters felt incredibly authentic. I was completely immersed. An effortless 5 stars.
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John Moore
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I find myself somewhat conflicted. It possessed moments of brilliance, but the narrative felt slightly disjointed ultimately. Unlikely to reread, but a reasonable expenditure of time.
Karen Scott
Karen Scott February 24, 2025
It was adequate. It verged on repetitive in the second act. A more concise edit would have served it well. Perhaps more aligned with a different audience's tastes.
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I was completely blown away. The prose is exquisite. It’s accessible yet undeniably sophisticated. I am now a lifelong fan of this author.
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