Passionately understanding our customer is a common rally cry of organisations. Although it is easier said than done. Groups responsible for delivering something for a customer think often in terms lik “they need to understand the technical complexity, process dependency, or compliance regulations” The issue that currently presents the biggest roadblock is in the forefront of the mind. In other words they want the customer to know how difficult or complex it actually is what they want. Viewing the need from an outside in perspective is the common approach overcoming this hurdle. It can still yield a limited result:
In a post 4 weeks ago Michael Michalko used this example of Toyota:
A few years back, Toyota asked employees for ideas on how they could become more productive. They received few suggestions. They reworded the question to: “How can you make your job easier?” They were inundated with ideas.