CIM - Continuous Improvement Management

CIM - Continuous Improvement Management Helping businesses improve performance, workflow, efficiency and people development through Continuous Improvement.

04/09/2026

Stop Improving the Wrong Problem | VOC Interviews in Lean Management

Many improvement projects fail before the first action is taken.
Not because people do not care.
Not because the team is lazy.
Not because the tool is wrong.

They fail because the business starts improving the wrong problem.
A KPI can show what happened.
A complaint can show where pain exists.
But neither always explains what the customer, team or process user actually experienced.
That is where VOC interviews help.
In Lean Management, value should be defined from the customer’s perspective before we redesign, standardise or improve the process.
And the “customer” is not always the external buyer.

It could be:
Production.
Warehouse.
Planning.
Customer service.
Suppliers.
Managers.
Employees.

VOC interviews help reveal the context behind the problem:
What is frustrating people?
What is slowing them down?
Where do delays, errors or rework happen?
What information is missing?
What does success actually look like?

The lesson is simple:
Do not improve from assumption.
Ask.
Listen.
Clarify.
Improve.
Validate.
Lean starts with value.
Value starts with listening.
Improvement starts when we stop guessing.

Free VOC Interview Starter Pack:
https://drive.google.com/drive/folders/1QEFaqcui-v2RWp0QDHprOKOVc7EphDw7?usp=sharing

Tell me what content would create value for you:
https://docs.google.com/forms/d/e/1FAIpQLSdN2PpKYiHl4gvnBsCL0jfIcIdHWfNugiFS6gL6McYGUJofAQ/viewform?usp=header

03/09/2026

Lean Starts With Listening

Lean does not start with tools.

It starts with value.

And value starts with listening.

Before we improve a process, we need to understand what the customer, team or process user is actually experiencing.

Otherwise, we risk improving the wrong thing.

A better process starts with better questions.

Ask.
Listen.
Clarify.
Improve.
Validate.

Lean starts with value.
Value starts with listening.
Improvement starts when we stop guessing.

Tell me what content would create value for you:
https://docs.google.com/forms/d/e/1FAIpQLSdN2PpKYiHl4gvnBsCL0jfIcIdHWfNugiFS6gL6McYGUJofAQ/viewform?usp=header

Free VOC Interview Starter Pack:
https://drive.google.com/drive/folders/1QEFaqcui-v2RWp0QDHprOKOVc7EphDw7?usp=sharing

Full video now on YouTube:
Stop Improving the Wrong Problem | VOC Interviews in Lean Management

02/09/2026

I’m Applying Lean to CIM

Do not guess what creates value.
Ask.
Listen.
Improve.

That is why I am asking business owners, managers and operational leaders what content would actually help them.
More Lean Management?
More Six Sigma?
More step-by-step tools?
More examples from real improvement work?
More business, marketing or start-up lessons?

Lean starts with value.
Value starts with listening.
Improvement starts when we stop guessing.

Tell me what content would create value for you:
https://docs.google.com/forms/d/e/1FAIpQLSdN2PpKYiHl4gvnBsCL0jfIcIdHWfNugiFS6gL6McYGUJofAQ/viewform?usp=header

Free VOC Interview Starter Pack:
https://drive.google.com/drive/folders/1QEFaqcui-v2RWp0QDHprOKOVc7EphDw7?usp=sharing

Full video now on YouTube:
Stop Improving the Wrong Problem | VOC Interviews in Lean Management
https://youtu.be/P90jQi5tcas?si=XmxDpdqKpczAnK9U

01/09/2026

VOC Interview Flow
Ask. Listen. Improve.
The VOC interview flow is simple.
Ask.
Listen.
Clarify.
Measure.
Improve.
Validate.

But the discipline is not always easy.
Many teams ask too quickly, listen selectively and move straight to the solution they already had in mind.
A good VOC interview slows the thinking down.
It helps you understand what the customer, team or process user is really experiencing before deciding what to change.
That is how improvement starts with facts, not assumptions.
Lean starts with value.
Value starts with listening.
Full video now on YouTube:
Stop Improving the Wrong Problem | VOC Interviews in Lean Management

Free VOC Interview Starter Pack:
https://drive.google.com/drive/folders/1QEFaqcui-v2RWp0QDHprOKOVc7EphDw7?usp=sharing

31/08/2026

From Interview Notes to Action

Listening is only the first step.
A VOC interview creates value when the notes turn into action.
After speaking to customers, teams or process users, look for:
Repeated themes.
Root causes.
Clear actions.
Owners.
Due dates.
Measures.
Without this step, feedback becomes another document.
With this step, it becomes improvement.
Ask. Listen. Clarify. Improve. Validate.
Full video now on YouTube:
Stop Improving the Wrong Problem | VOC Interviews in Lean Management

30/08/2026

Five Questions Before You Improve

Before improving a process, ask better questions.
Too many teams move straight from problem to solution.
But if you do not understand what people are actually experiencing, you can end up improving the wrong thing.

Start with these questions:
What works well today?
What frustrates you most?
What slows you down?
Where do delays, errors or rework happen?
What information do you need but do not receive?
These questions help reveal value, barriers and root causes before action starts.
Do not improve from assumption.
Ask. Listen. Clarify. Improve.
Full video now on YouTube:
Stop Improving the Wrong Problem | VOC Interviews in Lean Management

29/08/2026

The Team May Not Need More Training

The team may not need more training.
Sometimes people already know the process.
What they need is clearer priorities, faster decisions, better support, fewer interruptions and stronger ownership.
Before choosing the solution, speak to the people using the process.
VOC interviews help leaders understand what is really preventing performance.
Do not improve from assumption.
Ask. Listen. Clarify. Improve.
Full video now on YouTube:
Stop Improving the Wrong Problem | VOC Interviews in Lean Management

28/08/2026

The Stock Problem Wasn’t Stock Accuracy
The stock problem was not always stock accuracy.

Production complains about stock issues.

Management assumes the answer is more checks, more counts and tighter control.

But when you speak to the people using the process, the real issue can be very different:

Late communication.
Weak handover.
Unclear ownership.

That is why VOC interviews matter.

They help you understand the experience behind the complaint before choosing the solution.

Do not improve from assumption.

Ask. Listen. Clarify. Improve.

Full video now on YouTube:
Stop Improving the Wrong Problem | VOC Interviews in Lean Management

27/08/2026

Find the Real Why Before You Improve
Are you fixing the symptom or finding the real cause?

Before improving a process, listen first.

A KPI can show what happened.
A complaint can show where pain exists.

But a VOC interview helps you understand the context, barriers and root causes behind the problem.

That is where better improvement starts.

Do not improve from assumption.

Ask. Listen. Clarify. Improve.

Full video now on YouTube:
Stop Improving the Wrong Problem | VOC Interviews in Lean Management

25/08/2026

A survey tells you what.

An interview explains why.

Before improving a process, understand the customer experience behind the score.

That is where VOC interviews help.

Ask. Listen. Clarify. Improve.

Full video on YouTube:
Stop Improving the Wrong Problem | VOC Interviews in Lean Management

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