Today’s products and services are so complicated and intertwined that their individual value creation is hard to determine. It is especially true when the products and services are necessary complements of each other and when they are affecting customer satisfaction for a long time. In the case of durable products needing professional install
...ment service, the study of value creation poses many difficulties. Our research shows and emphasizes the process characteristic of value creation, and how the different steps (production, service, long-term use) should be looked at, and what further analyses can be done.
Lean and agile methods are now widely used in various fields. Seeing their success, management consultancy firms also want to take advantage of using them. In this case study, the company selects the appropriate task management tool for their operation, the kanban board, and implements it. The implementation process is supported by quantitative
... analysis. In order to track the introduction progress of the kanban board, a key performance index is defined: the board activity, which is the number of operations performed on the board in a given time period. Based on the evaluation of over 26 weeks’ data, board activity proved to be an appropriate indicator of the kanban board’s reception, operation, and stability. The individual indicators examined, however, were not found to be suitable for performance appraisal.