"In the hospital, patients are dissatisfied with the process of seeing a doctor, but are the doctors satisfied? Are the nurses satisfied? They are not satisfied either. Since everyone is dissatisfied, why not change the hospital's process?"

"The hospital's investors are satisfied," Tian Shuangshuang said immediately.

"Not necessarily." Qi Nian shook his head, "When the hospital's procedures change, it will bring about changes in the industry. Just like Toyota and Tesla, they may go through a difficult adjustment period of several years. But after the adjustment period

, investors will get returns that far exceed expectations. This is like a psychological experiment, would you rather eat one candy now, or wait fifteen minutes to eat two candies? Your patience can help

Bring you greater returns.”

"That sounds reasonable."

"Of course it makes sense. Psychologists and sociologists have studied this phenomenon, and they have followed the research subjects for decades. In fact, delaying rewards and delaying happiness, if you understand it from another angle, is self-discipline. People who live a self-disciplined life

People who are able to live a good life and have self-discipline in their careers will not have a bad career, unless they are unlucky. Lean management is also a self-disciplined behavior. It is a daily behavior that improves efficiency and reduces costs. Like "I have three provinces in a day"

"Practice it generally."

"What you said is very good. When I go to management training courses in the future, it would be a good idea to ask you to be the lecturer."

"I won't be a lecturer. If I really need lecturers, I can ask a few teachers to come and take charge. They are still very knowledgeable about business management."

"Hmm. Lean thinking does sound interesting. Is there anything else?"

"That's a lot. The core of lean thinking is to eliminate waste and improve efficiency. The result of eliminating waste will inevitably increase efficiency, right? This is in the same vein. So lean thinking focuses on the issue of waste and studies the same

How to generate more value under the same conditions, or how to reduce resources under the same value. This resource also includes time. It is more obvious to take our express delivery as an example. If one cent is wasted on an express delivery, if one year

If you send 100 million items by express delivery, then 10 million will be wasted."

"Yes. So why do we have to focus on the cost of a single piece? It's because it's too scary when combined."

"Another core of lean thinking is to be end-consumer-centered. We often talk about customer-centeredness, but who are the customers? Different people have different understandings. But the definition of lean thinking is very clear, the customer is the end consumer.

For example, for our express delivery company, franchisees are our customers. But lean thinking does not think so. It has to extend the industrial chain until it finds the final customer. For example, a pen is bought by a mother for her child.

Is the mother a customer or is the child a customer?”

"In that case, it should be a child. Because the pen is used by children. He is the end consumer."

Qi Nian smiled and said, "Guess again."

"If you have to guess one of the two, it would be Mother Luo."

"why?"

"Because of the order placed by mother?"

Qi Nian nodded: "This is just one aspect. For express delivery companies, do we care about what the goods are and who uses them?"

"Don't you care?"

Qi Nian shook his head: "That is what merchants need to care about. What is our product? It is parcels. What is our service? It is delivery. Therefore, we are in contact with the mother who placed the express order, not the child.

Of course, this order was not placed by the mother, but by the merchant. But we can understand that the merchant placed it on behalf of the mother. Because the mother is more concerned about when the goods will arrive, the attitude of the courier, and the packaging of the goods than the merchant.

Questions such as whether it is intact or not.”

"I'll understand if you put it like that."

"But there is a lot of work to be done around real customers. Let's take a hospital as an example. Are the hospital's end customers doctors, nurses or patients? Of course it's the patients, right? Because the orders are placed by the patients, and the doctors and nurses are serving them

Therefore, no matter how efficient a hospital's process is, if it only takes 15 minutes to see a doctor and check up, but it takes an hour to wait, this is unreasonable. This is waste. This means no value is created for customers.

Therefore, the hospital is not a lean organization."

"But there's nothing we can do."

"Yes. This is determined by the characteristics of the industry. Hospitals do not have to be service-minded, because medical treatment is an urgent need. Especially when there are too many people and too little food. But if you look at private hospitals, the situation is much better. Even if private hospitals need patients to wait, they

Instead of just throwing the patient into a corridor, we provide a lounge, drinks, newspapers and books. The nurse comes over and occasionally says hello, making you feel less uncomfortable staying there for half an hour. Just like 4S

The store treats customers the same. No matter whether you buy a high-end car or an entry-level car, as long as you go to buy a car and maintain it, you will receive VIP treatment. Free meals, free massages, etc."

"There are still people in 4S stores who give customers free massages?" Tian Shuangshuang stared at her big eyes.

"Of course. Otherwise, why would Ah Jin go to 4S stores every now and then? Even the 4S stores that sell trucks."

"Okay. So this is what you are like."

"Hahaha. You are stupid. Do you really think that a 4S store will have a few technicians to give people massages? They use massage chairs. They are just different styles."

Tian Shuangshuang patted his chest: "It scared me."

"You are the one who is scared. Hahaha. Come back and continue talking about lean thinking. Accurately defining value is the first step of lean thinking, and then determining the value stream is the second step of lean thinking. The next step is to retain valuable processes.

Delete worthless processes. What is value? It is not for service providers, but for end consumers. For example: Put a few massage chairs in the production workshop. For end consumers, there is

Is it valuable? Is it valuable to end consumers to put a calligraphy and painting worth millions in the boss’s office? It’s worth thinking twice.”

"That's true."

"Therefore, only when lean thinking becomes its essence, can this idea be gradually extended to the entire process of business activities. The five basic principles of lean management are to define value from the customer's perspective, identify value streams, and value flows.

Pull and perfection.”

"Listen to what you said. This lean thinking is indeed quite useful."

"Of course it has its uses. That's why I said that it can not only be used in production management and business management, but also lean thinking can be used in life, and even lean thinking can be used in the personal spiritual field. If you think about it, think about it.

If you want to do something, do something valuable, don’t just keep doing something that you don’t have.”
Chapter completed!