Consumption Maps

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Consumption maps are designed to help managers understand the customer’s viewpoint while going through the company’s business process. In analyzing the process, managers are able to question the value of certain steps while working to create an ideal experience for the customer. In determining value, it can be defined as something that the customer is willing to pay for in working to solve his/her problem.

To create a consumption map include all the activities of the consumer in its participation of the business and list the time taken to complete the activities. Next, determine if the time taken is wasteful or valuable. For example: waiting is a form of waste. After identifying wasteful steps and inefficient time use for the consumer, produce strategies on how to improve the process that will not only satisfy the customer but also create a more efficient workplace for the business and its employees.

[edit] References

“Learning to See Consumption,” Chapter 1 of Lean Solutions: How Companies and Customers Can Create Value and Wealth Together, by James Womack and Daniel T. Jones. Free Press, 2005.