Page 30 - Customers Final
P. 30
DARRAN BERRY
Each department’s second board in the war room
showed the results of their master game plan
investigation which focused on just one or two lines for
each point:
WHO is the customer and WHERE are they?
Which type of internal business model would they use to
supply cut material to the laminating department?
Would it be a new machine, a partnership with another
department or outsourcing the work as examples?
They looked into their process and understood exactly
what their product or process was MADE UP OF.
They could measure the exact goal of their department
for their customer and knew WHAT their department
had to achieve and by when.
Now as you can imagine there were departments such
as production and quality that had internal customers
like the sales department, but the sales department also
had external customers and competitors themselves.
Board number two for each department hardly ever
changed during the year, but it had to be flexible as
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