Question: "Do you expect your customer relationship management (CRM) tools and Social Apps to enable you to do your job better?"
Answer: "Yes! Of course!"
This past September, we determined that CRM tools and Social Apps used to acquire and retain our customers were not enabling us to do our work better.
The word enabling means it should optimize value-added (VA) activities and minimize non-value-added (NVA) activities. Lean methodology defines a VA activity as a work activity where the following characteristics all hold true:
If any of the above is violated, then by definition the activity is a NVA. For example, cutting and pasting, clicking several times to get what you need, reviewing, and rework are all NVAs.
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