{"id":480,"date":"2021-06-01T15:48:00","date_gmt":"2021-06-01T22:48:00","guid":{"rendered":"https:\/\/www.wanhow.com\/projectmanagercoach\/?p=480"},"modified":"2021-07-03T15:51:49","modified_gmt":"2021-07-03T22:51:49","slug":"lean-ing-into-great-customer-experience","status":"publish","type":"post","link":"https:\/\/www.wanhow.com\/projectmanagercoach\/lean-ing-into-great-customer-experience\/","title":{"rendered":"LEAN-ing into Great Customer Experience"},"content":{"rendered":"\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"COVID 19 Vaccination Hub Overview\" width=\"1200\" height=\"675\" src=\"https:\/\/www.youtube.com\/embed\/6V6X6LOhAbQ?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>How do you get from an average 8 to 80 vaccinations an hour? Cut down on movement and eliminate queues. In the traditional model, clients go from registration, to a waiting area, to the place where they receive the shot and finally to where they recover for 15 minutes. In the new \u201chockey hub\u201d model, the client is assigned a seat and stays in that one seat while all services come to them. Overall, there are fewer people moving, and fewer human steps. A ten-fold improvement in efficiency is simply amazing.<br><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210609-8-Wastes-of-LEAN-1024x1024.jpg\" alt=\"\" class=\"wp-image-482\" srcset=\"https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210609-8-Wastes-of-LEAN-1024x1024.jpg 1024w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210609-8-Wastes-of-LEAN-300x300.jpg 300w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210609-8-Wastes-of-LEAN-150x150.jpg 150w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210609-8-Wastes-of-LEAN-768x768.jpg 768w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210609-8-Wastes-of-LEAN-1536x1536.jpg 1536w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210609-8-Wastes-of-LEAN-2048x2048.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>While the inventor of the hockey hub model is likely a genius, there is also a tried-and-true method to achieve the same improvements. It\u2019s by systematically focusing on eliminating waste using the LEAN approach. Considering the 8 types of waste present in the old vaccination model, a LEAN practitioner would have identified wastes in the form of:<br><br>1. <strong>Waiting<\/strong>: People repeatedly queue-ing for the next step in the process<br>2. <strong>Motion<\/strong>: people having to move from one spot to another<br>3. Potentially <strong>over-processing<\/strong> if the same question is being asked repeatedly.<br><br>From Improving Efficiency to improving Customer Experience<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"1024\" src=\"https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210616-Improve-CX-Learn-from-Airline-Industry-1024x1024.jpg\" alt=\"\" class=\"wp-image-481\" srcset=\"https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210616-Improve-CX-Learn-from-Airline-Industry-1024x1024.jpg 1024w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210616-Improve-CX-Learn-from-Airline-Industry-300x300.jpg 300w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210616-Improve-CX-Learn-from-Airline-Industry-150x150.jpg 150w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210616-Improve-CX-Learn-from-Airline-Industry-768x768.jpg 768w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210616-Improve-CX-Learn-from-Airline-Industry-1536x1536.jpg 1536w, https:\/\/www.wanhow.com\/projectmanagercoach\/wp-content\/uploads\/2021\/07\/20210616-Improve-CX-Learn-from-Airline-Industry-2048x2048.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption>Photo Credit: thestar.com.my<\/figcaption><\/figure>\n\n\n\n<p>While LEAN focuses on eliminating waste and increasing productivity, you need to balance that with improving customer experience (CX). When brainstorming how to innovate, a common technique is to ask, \u201cHow would another industry (that\u2019s skilled in this area) do it?\u201d So, if you want to boost CX, ask how the airline or hotel industry would do it.<br><br>In a vaccination hub in Malaysia, furloughed AirAsia Allstar stewards donned their uniforms and volunteered to welcome people with signature warmth and care, especially those who needed extra help e.g. people on wheelchairs. The service level provided was akin to luxury class airline travel. (Doubtless, there was some not-so-subtle marketing involved.) For those getting their second shots, the experience was vastly superior compared to when they got their first shot.<br><br>AirAsia is a budget travel airline. It is very, very LEAN in its operations; yet they know how to elevate customer experience. How would you raise CX by learning from the airline industry?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>How do you get from an average 8 to 80 vaccinations an hour? Cut down on movement and eliminate queues. In the traditional model, clients go from registration, to a waiting area, to the place where they receive the shot and finally to where they recover for 15 minutes. In the new \u201chockey hub\u201d model, &#8230; <a title=\"LEAN-ing into Great Customer Experience\" class=\"read-more\" href=\"https:\/\/www.wanhow.com\/projectmanagercoach\/lean-ing-into-great-customer-experience\/\" aria-label=\"More on LEAN-ing into Great Customer Experience\">Read more<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v23.4 (Yoast SEO v23.4) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>LEAN-ing into Great Customer Experience | Project Manager Coach<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.wanhow.com\/projectmanagercoach\/lean-ing-into-great-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"LEAN-ing into Great Customer Experience\" \/>\n<meta property=\"og:description\" content=\"How do you get from an average 8 to 80 vaccinations an hour? Cut down on movement and eliminate queues. In the traditional model, clients go from registration, to a waiting area, to the place where they receive the shot and finally to where they recover for 15 minutes. In the new \u201chockey hub\u201d model, ... 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