Monthly Archives: April 2011

Do You Have A Play Lab?

While cleaning up various packaging after my son’s first birthday, I noticed an interesting pamphlet from toy manufacturer Fisher-Price.  They have a “Play Lab” where they observe kids and families using their products to determine how to make them better!

Watching how your customers interact with your products and services will help your organization be more successful.  You will be able to better understand their needs to create new things to satisfy them.  You will spend time improving what matters because you are able to improve based on what problems you see them experiencing.

Here are a few quotes from the flyer:

…start in our Play Lab, where thousands of children test our toys in a fun, nurturing environment.  And our product designers get right down on the floor with them.

Have more than the customer-facing staff observe your customers.  Help others see how their work supports your customers.  Have leaders gain first-hand knowledge of how your products and services are being experienced.

…Fisher-Price does thousands of in-home tests – so we can really grasp how kids interact with our toys, how toys fit into their lives and how they play.

While simulated environments can tell you a lot, there is even deeper learning when observing in a natural setting.

 …we created Mom Panels, informal groups where moms can see our toy development and let us know what works for them and their children, and what doesn’t.

Engaged and loyal customers will tell you what is broken about your system if you just ask.  They will also tell you what is valuable to them.

Does your organization have a “Play Lab”?  If not, create the opportunity for many different people to be able to watch your customers use your products and services. 

If you liked this post, then try:

Subscribe to Improve With Me via: RSS | Google Reader| Twitter

Advertisements

Leave a comment

Filed under Business, Communication, Gemba, Improve With Lean, Improvements, Learn Leadership, Learning Organization, Problem Solving, Quality, Respect For People, Value Added, Waste

Joiner’s Wisdom: Customer Centered Employees

“Employees will not be able to give customers the attention they deserve if they fear making a mistake, if they get blamed for problems that are outside of their control, if chaos prevents them from doing their work efficiently, if decisions depend on a manger’s whim instead of data and logic, or if managers focus more on figures than on customers.  They need to believe they are an important part of a team that operates to serve customers.”Brian Joiner: Fourth Generation Management, Chapter 6: Customer Focused Strategies, page 100

Subscribe to Improve With Me via: RSS | Google Reader| Twitter

Leave a comment

Filed under Business, Change Management, Communication, Improve With Lean, Improvements, Learn Leadership, Personal Development