What do the customers really want?

There’s been a discussion on the Lean Software Development list this weekend concerning lean in the airline industry. Much of the discussion has been around what constitutes batch size.One posting pointed out a post concerning the dirty little secret about lean in the airline industry, in that almost none of the airlines are even thinking in the basic terms of lean, which is, “What does the customer want?” Until you start with that question, you are not doing lean, I don’t care what “processes” you are following, if you didn’t start by asking, and answering that question, you are not lean.Technorati Tags:,

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