#4 Lean CX Comic – Remove Rework
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See all the Lean CX Comics here 
Have you ever had to do something, and then do it over again? Maybe the first time wasn’t too bad, but by the third or forth time you have to redo something you might be just about ready to rage-quit. This kind of thing is happening to your customers – and guess what? When it happens they are ready to leave, and when they leave they are neither buying your product nor likely to return.
There are certain scenarios and behaviours that drive your customers away, and they have been captured in the five Lean CX Wastes within the Lean CX Score Framework.
“Rework” is one of those Lean CX Wastes – wastes that drive your customers and your team and employees crazy. Having to redo things is also a huge cost to businesses every year – in many cases simply by reducing the amount of times you have to redo something by one can cut a company’s cost and improve its speed by 30 to 50%.
Rework – Has It Ever Happened To You?
More importantly, you and I can most likely relate to Rework because it has happened to us before. Has your boss ever asked you to redo something thirty times, with micromanaged “improvements” that don’t actually move the needle of improvement that much? Or have you ever had to call a company back three, four, five times or more just to get what they should have been able to give you the first time?
Or what about a website, where is wasn’t clear what you needed to do to get what you wanted, so you had to click a dozen different places before you discovered the “right” thing?
All of this adds up to wasted time, wasted effort, which is why it is one of the Lean CX “Wastes”.
Lean CX Removes those Lean CX Wastes
If gaining and keeping customers is important to you (and if you’re in the business of making a profit, it should be), then removing the Lean CX Wastes will definitely be important to you. The Lean CX Wastes are:
- Rework
- Excessive Steps
- Not getting what I want
- Excessive Hand-offs
- Waiting
They can be remembered with the acronym: RENEW (or NEWER). The five Lean CX Wastes are outlined in the book: The Lean CX Score, by David McLachlan, but this comic and article should give you a basic outline of one of the most important ones: Rework.
See all the Lean CX Comics here
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