Value Streams and the Consumer Journey

Value streams and the consumer journey

Ask a leader what their teams do and you will usually hear a list of activities. Ask their consumers what they experience and you will hear something quite different: a journey, made up of many touchpoints, any one of which can delight or disappoint. The concept that connects the two is the value stream. In The Journey to Service Excellence, John Sansbury argues that mapping and optimising value streams is the key to service excellence, and one of the most important ideas in the whole book.