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Video: Continuous Improvement Overview

In this video, Jason Greer of Far Reach explains what continuous improvement is and how to effectively implement it in your organization.


If you would've told me a month ago that with one event we were gonna send everyone home to work remotely, I wouldn't have believed it. I just would have not seen it possible. And yet here we are.

So one of the things I wanna talk about today is around continuous improvement. With continuous improvement, we've focused on our processes at work and how we do things and a lot of times those processes include paper trails and they include spreadsheets that we hand off or that we have on site, lots of things that honestly just aren't gonna work for us in the future.

So as we think about continuous improvement I wanna break it down to its most simple world so that we can understand how do we do continuous improvement. Because honestly, as we transition to remote working, we're going to need to think through the basics of what continuous improvement is.

So at the root of continuous improvement, really if you think about it we've got two circles. We have first, the voice of our customer. And that voice of our customer is really what drives what products we create, how we serve a client, and all of the different pieces that go into and what they are willing to pay for. It's really important for us to understand that and to get a grasp of that.

And honestly, that VOC, that voice of the customer, I would assume is starting to change with all the other patterns that we have changing around us. People are gonna look at your products differently than they did last week or last month even.

The second piece that we look at is the voice of the process. So how does your process work? What flow does it have, what data does it need to for your product to get built in that process? For you to serve your customer, what process, what steps do we go through to make that happen?

And then once we understand the voice of the customer and the voice of the process, we look and see where they overlap. And where they overlap is where we're meeting that customers needs. And where they do not overlap, if it's on the process side, it's waste. It's things that we should not be doing but we're spending money and time doing. And on the customer side, the overlap, or the missed opportunities is those missed requirements. So everything that's not touching the process is all the things the customer wanted from you but you weren't able to provide.

So as you think about what you're doing as we move remote, and you're thinking about your products, you're thinking about your customers, think of it in those two simple circles and where they overlap. And what continuous improvement is all about is the simple pushing of those two circles closer together. And so we meet of their requirements and have less waste within our processes.

If you have any other questions I'd love to talk about it. This is one of my favorite topics. Always here to help and please let me know if you have any questions you can attach those to this video. Thanks.