How do I identify the "True Customer" in order to determine if an activity is "Value Added"?

For instance, a credit manager has many “customers” – the finance department, legal, etc. These would be willing to pay for (one of the criteria that define value add) an activity that mitigates the risk of a customer exceeding a credit limit. But the ultimate customer may not be willing to pay for it, so…

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Craig Tickel

Craig is a Senior Consultant at GoLeanSixSigma.com and a Master Black Belt with over 25 years of success working with companies like Procter & Gamble, Johnson & Johnson, General Electric, Starwood Hotels & Resorts and Stepan Company. He’s an expert at helping people learn and apply Lean Six Sigma to achieve their goals.