One of the keystones of Lean (back when it was called World Class Manufacturing) was The Customer Defines Quality. Simply put, if you want to know how a product or service should perform, ask your customer what their requirements are.
You don’t need to be a manufacturer to ask your customers what they want. Recently in my consulting communities, there’s been a discussion about the best way to structure blogs and newsletters, and how frequently to issue them. After much debate, one of my associates decided to ask his readers. They said they don’t have time to read long newsletters and prefer short pithy blogs once or twice per week to challenge their thinking and bring new ideas to light.
It seems the old ideas still apply. If you want to define the customer’s need, ask them.
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