This book is part of SME's Lean Gold Certification book package.
A massive disconnect exists between consumers and providers today. Consumers have a greater selection of higher quality goods to choose from. Computers cars, and even big-box retail sites promise to solve our every need. So why aren't consumers any happier? Andy why, when products break, does customer service so often fail?
The problem is neither that companies don't care nor that the people trying to fix our broken products are inept. Rather, it's that few companies today see consumption as a process. Buying a home computer, for example, involves researching, purchasing, integrating, maintaining, upgrading, and, ultimately replacing it.
In this landmark book, Womack and Jones deconstruct this broken producer-consumer model and show businesses how to repair it and make consumers happier and companies more profitable and competitive. Lean Solutions will inspire managers to take the first steps toward giving consumers what they really want.