31 An Illogical Flow

DOI: 10.4324/9781003336051-32

The Lean Council understood why Tim’s data-gathering event was so important and voted unanimously to support it.

Two weeks later, Tim was in front of a diverse team of employees. After Jack’s kickoff, Tim outlined the plan for the event.

“I have a question for you,” Tim began. “What is Copper-Bottom’s Value Add? What do customers want from you? Why do they come to Copper-Bottom?”

The group looked stumped, so Tim prompted, “Do they come to you for moderately priced health insurance?”

There were universal head nods.

“Do you only have one type of customer?” Tim asked.

His question was met with silence and blank stares.

“Look,” he began, “if we want to know why our customers come to us, ...

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