Gemba walks are a direct example of which aspect of customer-centricity?Question 16Select one:a.Building whole product solutionsb.Designing with empathyc.Reprioritisationd.Knowing the customer lifetime value
Question
Gemba walks are a direct example of which aspect of customer-centricity?Question 16Select one:a.Building whole product solutionsb.Designing with empathyc.Reprioritisationd.Knowing the customer lifetime value
Solution
Para responder a esta pregunta, es importante entender qué es un Gemba walk y cómo se relaciona con la centralidad en el cliente.
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Gemba walk: Es una práctica en la que los líderes y gerentes visitan el lugar donde se realiza el trabajo (el "Gemba") para observar y entender los procesos, identificar problemas y oportunidades de mejora, y conectar con los empleados.
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Aspectos de la centralidad en el cliente:
- a. Building whole product solutions: Se refiere a crear soluciones completas que satisfagan todas las necesidades del cliente.
- b. Designing with empathy: Implica diseñar productos o servicios teniendo en cuenta las necesidades y experiencias del cliente.
- c. Reprioritisation: Es el proceso de ajustar las prioridades en función de las necesidades y feedback del cliente.
- d. Knowing the customer lifetime value: Consiste en entender el valor total que un cliente aporta a lo largo de su relación con la empresa.
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Relación de Gemba walks con la centralidad en el cliente:
- Durante un Gemba walk, los líderes observan directamente cómo se realizan las tareas y cómo se interactúa con los clientes, lo que les permite entender mejor las necesidades y experiencias de los clientes.
- Esta práctica se alinea más estrechamente con "b. Designing with empathy", ya que implica ponerse en el lugar de los empleados y clientes para mejorar los procesos y productos basándose en una comprensión profunda de sus experiencias y necesidades.
Por lo tanto, la respuesta correcta es:
b. Designing with empathy
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