CI Ready! Delivers Key Continuous Improvement Insights and Strategies

Compton’s first bedrock principle is that the customer defines value. It is the customer’s needs and expectations for a specific product or service, including functionality, appearance, timeline for delivery, and total cost, that defines an organization’s value. And while it’s easy for companies to replace customers’ opinions of value with their own, Compton said it takes hard work and listening to truly define value. “If our goal is to improve our processes by minimizing waste, we must be clear about what’s defined as value from the customer’s perspective,” he added.