Following the principles of lean management, we have discussed with many customers over the last few weeks. By asking them what they personally feel about the work we do. Their opinion of how we work as a presales team, not about the company’s performance as a whole or the level of customer satisfaction at the present time. And who could answer this question better than any line manager? Our customers!
Fortunately, we’ve had quite a bit of practice at this now. Doing this for the first time takes some arm-twisting and it feels daft on both sides. Customer surveys on products or services are familiar to us. Consultants asking to be criticised feels rather strange.
After some initial irritation, customers realise that we as a team are concerned with improving. This understanding is enhanced by a method based on Lean. Time again, all the conversations were great. There was compliments, but also some insights that are hurting, which is precisely why we are doing this.
This year, I have to say, I’ve been amazed at how rapidly our business is changing. We started an agile presales approach “Agile Business Accelerator” in 2018 with the expectation that about 25% of the market would demand iterative approaches. However, during the customer interviews, we discovered that all the customers we interviewed required an iterative, business-generating approach.
Customers presented this in their style and the culture of the companies rather differently. Oftentimes, they don’t even use the word “agile”. I consider this to be very valuable, business values are needed, and we find a suitable methodology together.
Thank you for your commitment and openness!