Module 3 - Analyzing CX & Adding Value

Question 1

What are the two components of customers’ experience with a product or service?

Answer 1

Rational/cognitive
and
Emotional

Question 2

A consumption map depicts what?
What are a few things it includes?

Answer 2

The experience of a customer.
It includes:
– visible “wastes,”
– frustrations
– “hidden” wastes
– all customer thoughts and actions

Question 3

Which method is best used to represent the actions and emotions of customers as they receive the service?

Answer 3

Consumption mapping

Question 4

Consumption analysis should focus on:

Answer 4

any activities where:
(a) the customer’s problem is not solved quickly,
(b) the customer’s problem is not solved completely, or
(c) the customer is frustrated or confused.
(d) Also look for opportunities where additional value can be added for customer.

Question 5

Which of following is NOT necessarily a business process goal in order to satisfy customers’ needs?

a. Solve the customer’s problem completely.
b. Solve the customer’s problem quickly.
c. Don’t frustrate or confuse the customer.
d. Solve the customer’s problem using a minimum of resources.

Answer 5

d. Solve the customer’s problem using a minimum of resources.

Question 6

When considering the addition of value for customers, the two main approaches for the generation and evaluation of ideas for adding value are:

Answer 6

(1) incremental approaches – in this case we will use Lean methods

(2) radical approaches – in this case we will use innovation

Question 7

Are there improvements using Lean methods that would both add value for customers and reduce waste in the process?

Answer 7

Yes, especially when delays are eliminated

Question 8

A four-step procedure for adding value with innovation:

Answer 8

(a) idea generation
(b) idea evaluation
(c) idea development
(d) idea implementation

Question 9

What is the random word method used for?

Answer 9

Coming up with innovative ideas to improve service

Question 10

Ideally, what common units would be used to rate both implementation difficulty and potential benefits?

Answer 10

Money

Question 11

Which of the following statement(s) is (are) correct?
1. Lean methods could be used to add value for customers.
2. Poke-yoke methods help create value for customers by reducing frustration.
3. Process maps are the best way to directly add value for customers.

Answer 11

1 and 2

Question 12

True or false?
Consumption maps focus only on the parts of the service where there is some form of an interaction with the customer.

Answer 12

True

Question 13

The difference between a consumption map and process map is:

Answer 13

Process maps do not show customer actions before the process begins.

Question 14

The task of generating innovative ideas requires:

Answer 14

A procedure that helps with unlearning

Question 15

Why is unlearning so important when using innovations to add value for customers?

Answer 15

Because otherwise business process workers and managers can be prevented from thinking about new innovative ways to provide a service.

Question 16

Value can be added for customers using standard work by which of the following?
1. Ensuring that the customer’s problem is solved completely.
2. Reducing the cost of a service.
3. Creating innovative approaches.

Answer 16

1.

Question 17

The analysis of a consumption map cannot begin until:

Answer 17

(1) The analyst is assured that all rational and emotional customer responses are included,
(2) and the map is understood by all people taking part in the analysis.