How is customer value defined in Lean Six Sigma?

Customer value in Lean Six Sigma is defined as the perceived benefit a customer receives. This encompasses not only the quality and functionality of a product or service but also how well it meets customer needs and expectations. Understanding customer value is crucial in the Lean Six Sigma framework, as it drives process improvements aimed at enhancing what matters most to the customer.

By focusing on perceived benefits, organizations can align their processes and outputs to maximize satisfaction and ensure they are delivering what the customer truly values. This emphasis guides teams in identifying waste and inefficiencies, thereby improving overall performance and achieving better results that resonate with consumers.

While aspects such as cost, quantity, and delivery speed are important operational metrics, they do not capture the overall experience or satisfaction from a customer's perspective, which is central to the Lean Six Sigma approach.