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Value Stream Mapping: How to Visualize Work and Align Leadership for Organizational Transformation by Mike Osterling, Karen Martin

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1Value Stream Management

In most organizations, no one person can describe the complete series of events required to transform a customer request into a good or service—at least not with any level of detail around organizational performance. This gap in understanding is the kind of problem that leads to making improvements in one functional area only to create new problems in another area. It’s the kind of problem that results in adding processes that increase operational cost but doesn’t truly solve problems with root causes that reside upstream. It’s the kind of problem that propels well-meaning companies to implement expensive technology “solutions” that do little to address the true problem or improve the customer experience.

The lack of ...

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