j a nder kanban maturity model d a organizational maturity … · 2020. 12. 11. · kanban maturity...

Kanban Maturity Model My Way never the same way twice never the same result twice always happy customers everyone is happy simply the best reinvention The Service The Process Customer Experience The Service The Process Customer Experience The Service The Process Customer Experience The Service The Process Customer Experience The Service The Process Customer Experience The Service The Process Customer Experience Staff of individuals who know how to make pizza Staff members compete: to take a customer’s order; for resources (countertop space, ingredients, access to the ovens) • Depends on who is serving them • No trust in the restaurant’s system Depends highly on the individual making it (the method of preparing, baking, and delivering pizza, the accuracy of order fulfilment, the quality and taste of the pizza) Is emerging but is still inconsistent: • The pizza is the wrong type; • Is missing ingredients; • Is of poor quality upon delivery; • The delivery time depends dramatically on the person who delivers it. Vendor is extremely unreliable Vendor’s reliability depends on the supervisor on duty • Vendor is reliable and trustworthy. • Economically successful business • Several different classes of service Ex.: express delivery menu. • We successfully cope with ebb and flow in demand • Our costs are tightly controlled without affecting our delivery capability or impacting customer satisfaction • Solidly predictable profitability The best in the city Facing an extinction-level event, owner thinks deeply about the identity and purpose of the business and the core motivation for starting it. • Reinvents itself, switching from delivering gourmet pizza to making gourmet pizza kits • Solid understanding of who they are, why they exist, what makes them happy and delivers satisfaction from doing business Favourite premium brand of gourmet, bake-at-home pizza Depends on the main cook or the manager: Pizza delivered might be the wrong type, might be missing some ingredients, or be slightly burnt Defined procedures are now followed consistently • Defined procedures are followed consistently regardless of which staff member is working that day • Is consistent (pizza delivered matches the order; is of high quality; is within service delivery expectations) • We have time for improvement (open new restaurants; add dietary menu; develop special offers ) We aren’t yet good at understanding why customers choose us (we sell a lot of basic Margherita pizzas for delivery to business premises after 5 p.m. on Thursday evenings but we don’t know why) • Customer satisfaction is invisible — it is always there • We have a well-respected brand • We know why customers choose us • We can anticipate demand • We have the best menu; • Our dough and crust are legendary and always baked to perfection; • Our delivery service is second to none Residents boast about us to visitors • S c h o o l o f M a n a g e m e n t • D a v i d J A n d e r s o n More Information: www.kanbanmaturitymodel.com © Mauvius Group Inc. All rights reserved. Reproduction by permission only. The Service The Process Customer Experience T e a m - f o c u s e d O b l i v i o u s 3 1 0 2 4 5 6 b u il d f o r s u r v i v a l m a r k e t l e a d e r r i s k h e d g e d F i t f o r p u r p o s e c u s t o m e r - d r i v e n CUSTOMER PREFERENCES PIZZA KIT • Optimally staffed

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Organizational Maturity Explained

Kanban Maturity ModelMy Way

never the same way twice

never the same result twice always happy customers

everyone is happy

simply the best

reinventionThe Service

The Process

Customer Experience

The Service

The Process

Customer Experience

The Service

The Process

Customer Experience

The Service

The Process

Customer Experience

The Service

The Process

Customer Experience

The Service

The Process

Customer Experience

Staff of individuals who know how to make pizza

Staff members compete: to take a customer’s order; for resources (countertop space, ingredients, access to the ovens)

• Depends on who is serving them• No trust in the restaurant’s system

Depends highly on the individual making it (the method of preparing, baking, and delivering pizza, the accuracy of order fulfilment, the quality and taste of the pizza)

Is emerging but is still inconsistent:• The pizza is the wrong type; • Is missing ingredients;• Is of poor quality upon delivery; • The delivery time depends dramatically on the person who delivers it.

Vendor is extremely unreliable

Vendor’s reliability depends on the supervisor on duty

• Vendor is reliable and trustworthy.

• Economically successful business• Several different classes of service

Ex.: express delivery menu.

• We successfully cope with ebb and flow in demand• Our costs are tightly controlled without affecting our delivery capability or impacting customer satisfaction• Solidly predictable profitability

The best in the city

Facing an extinction-level event, owner thinks deeply about the identity and purpose of the business and the core motivation for starting it.

• Reinvents itself, switching from delivering gourmet pizza to making gourmet pizza kits• Solid understanding of who they are, why they exist, what makes them happy and delivers satisfaction from doing business

Favourite premium brand of gourmet, bake-at-home pizza

Depends on the main cook or the manager:

Pizza delivered might be the wrong type, might be missing some ingredients, or be slightly burnt

Defined procedures are now followed consistently

• Defined procedures are followed consistently regardless of which staff member is working that day

• Is consistent (pizza delivered matches the order; is of high quality; is within service delivery expectations)

• We have time for improvement (open new restaurants; add dietary menu; develop special offers )

We aren’t yet good at understanding why customers choose us(we sell a lot of basic Margherita pizzas for delivery to business premises after 5 p.m. on Thursday evenings but we don’t know why)

• Customer satisfaction is invisible — it is always there• We have a well-respected brand• We know why customers choose us• We can anticipate demand

• We have the best menu; • Our dough and crust are legendary and always baked to perfection;• Our delivery service is second to none

Residents boast about us to visitors

•Schoo l of M anagem

ent

•

vid J Anderson

The Service

The Process

Customer Experience

Tea

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