Customer-led lean operations and tools
KeywordsCustomer experience ; Lean management ; Touchpoints ; Wastes ; Omni-channels ; Value ; Journey mapping ; Lean and customer experience methodology
The purpose of this master thesis is to show the importance of the customer experience and its improvement through the Lean management philosophy and techniques in a theoretical basis. There is a presentation of the literature review for both in order the reader to understand their terms. Moreover, we analyze the important tools of the customer experience such as the customer journey mapping. Touchpoints and channels are being presented also since they consist significant elements of the maps. Furthermore, as we continue we present the digital experiences through the websites and give some great examples in order to show their significance. Finally, there is an effort to show the common characteristics of both approaches and the way they can cooperate together to make customer experiences better and improve every potential problem. At the end, all the international bibliography is provided.