Towards a holistic view of customer value creation in Lean: A design science approach

While “identifying customer value” is the first principle of Lean thinking, the concept of customer value has largely remained unchanged in the Lean discourse - quality, cost and delivery. This research examines the problem of working from such an internal process point of view in today’s highly dyn...

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Autores principales:	Erdoğan Gülyaz, Jack A.A. van der Veen, Venu Venugopal, Sam Solaimani
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2019
Materias:	lean customer value service-dominant logic design science research Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/4f4f4ec63c8b4f72bb4e7f8bfcc45e62
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spelling	oai:doaj.org-article:4f4f4ec63c8b4f72bb4e7f8bfcc45e622021-12-02T16:42:10ZTowards a holistic view of customer value creation in Lean: A design science approach2331-197510.1080/23311975.2019.1602924https://doaj.org/article/4f4f4ec63c8b4f72bb4e7f8bfcc45e622019-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2019.1602924https://doaj.org/toc/2331-1975While “identifying customer value” is the first principle of Lean thinking, the concept of customer value has largely remained unchanged in the Lean discourse - quality, cost and delivery. This research examines the problem of working from such an internal process point of view in today’s highly dynamic world, where customer needs get increasingly more sophisticated. Aiming to contribute to solving this problem, this paper develops a new artifact, the so-called Customer Value Matrix (CVM) Instrument by bridging Operations Management, Strategy and Marketing literatures and following the design science approach. This paper builds the CVM instrument based on five theoretically grounded design principles, which are derived from a systematic review of 49 articles, and proposes three empirically grounded technological rules as a result of multi-stage evaluations. Supporting Service-Dominant Logic and Lean Consumption views, the CVM instrument can be considered as a novel addition to the Lean toolkit and enable managers to view what the customer truly values in a more holistic fashion and, as a result, promote a balanced view of process and customer focus.Erdoğan GülyazJack A.A. van der VeenVenu VenugopalSam SolaimaniTaylor & Francis Grouparticleleancustomer valueservice-dominant logicdesign science researchBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 6, Iss 1 (2019)
institution	DOAJ
collection	DOAJ
language	EN
topic	lean customer value service-dominant logic design science research Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	lean customer value service-dominant logic design science research Business HF5001-6182 Management. Industrial management HD28-70 Erdoğan Gülyaz Jack A.A. van der Veen Venu Venugopal Sam Solaimani Towards a holistic view of customer value creation in Lean: A design science approach
description	While “identifying customer value” is the first principle of Lean thinking, the concept of customer value has largely remained unchanged in the Lean discourse - quality, cost and delivery. This research examines the problem of working from such an internal process point of view in today’s highly dynamic world, where customer needs get increasingly more sophisticated. Aiming to contribute to solving this problem, this paper develops a new artifact, the so-called Customer Value Matrix (CVM) Instrument by bridging Operations Management, Strategy and Marketing literatures and following the design science approach. This paper builds the CVM instrument based on five theoretically grounded design principles, which are derived from a systematic review of 49 articles, and proposes three empirically grounded technological rules as a result of multi-stage evaluations. Supporting Service-Dominant Logic and Lean Consumption views, the CVM instrument can be considered as a novel addition to the Lean toolkit and enable managers to view what the customer truly values in a more holistic fashion and, as a result, promote a balanced view of process and customer focus.
format	article
author	Erdoğan Gülyaz Jack A.A. van der Veen Venu Venugopal Sam Solaimani
author_facet	Erdoğan Gülyaz Jack A.A. van der Veen Venu Venugopal Sam Solaimani
author_sort	Erdoğan Gülyaz
title	Towards a holistic view of customer value creation in Lean: A design science approach
title_short	Towards a holistic view of customer value creation in Lean: A design science approach
title_full	Towards a holistic view of customer value creation in Lean: A design science approach
title_fullStr	Towards a holistic view of customer value creation in Lean: A design science approach
title_full_unstemmed	Towards a holistic view of customer value creation in Lean: A design science approach
title_sort	towards a holistic view of customer value creation in lean: a design science approach
publisher	Taylor & Francis Group
publishDate	2019
url	https://doaj.org/article/4f4f4ec63c8b4f72bb4e7f8bfcc45e62
work_keys_str_mv	AT erdogangulyaz towardsaholisticviewofcustomervaluecreationinleanadesignscienceapproach AT jackaavanderveen towardsaholisticviewofcustomervaluecreationinleanadesignscienceapproach AT venuvenugopal towardsaholisticviewofcustomervaluecreationinleanadesignscienceapproach AT samsolaimani towardsaholisticviewofcustomervaluecreationinleanadesignscienceapproach
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Towards a holistic view of customer value creation in Lean: A design science approach

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