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Keywords: Customer journey engineering
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Journal Articles
Value stream mapping from the customer's perspective: expanding concepts, representations and key performance indicators based on a typical real case study
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International Journal of Lean Six Sigma (2023) 14 (2): 429–450.
Published: 18 July 2022
... customised product (a mobile phone) during the COVID-19 pandemic. Findings This study demonstrates different types of consumer stages, values and wastes for the CPJ. This allowed the development of a mathematical formulation – named customer journey engineering (CJE) – from which improvements...
