Lean Consumption Meets Lean Provision
Introduction
Lean Consumption Meets Lean Provision
Consumption. It sounds so easy. Indeed, in advanced market economies, it’s often portrayed as effortless.
Consumers can get just what they want easily, even instantly.
And yet, the problem is that consumption often isn’t easy and consumers can’t get what they desire. And this is true in every category of consumption, for all types of goods and services.
In this book we will see why consumption is often hard work for the consumer and is unpaid work to boot.
Consumption Is a Problem-Solving Process
Let’s start with a very simple observation. Consumption is a continuing process—a set of actions taken over an extended period—to solve a problem. It involves searching for, obtaining, installing, maintaining, repairing, upgrading, and, eventually, disposing of many goods and services. All of this obtaining, installing, maintaining, and disposing involves time, effort, and—far too often—hassle for the consumer. To make this clear, let’s look at the process followed in one
9
Lean Solutions
simple act of consumption.
As we set out to write this book, Dan needed a new computer and went to the web to do a bit of research on competing products. He gave the matter some thought, then went back to the web, reached the preferred manufacturer’s web site, and typed in all the information necessary to make the purchase and arrange a shipment date within his acceptable wait time. The manufacturer shipped the product as promised, and it arrived on the promised date. So far, so good.
But the software installed was not all of the software needed, and when additional software was installed for additional applications, the computer didn’t work. This led to a visit to the manufacturer’s web site and then a call to the manufacturer’s help line. After a considerable wait, Dan was told that the problem was with the new software. This triggered a call to the help line of the new software provider—
Lean Consumption Meets Lean Provision
Consumption. It sounds so easy. Indeed, in advanced market economies, it’s often portrayed as effortless.
Consumers can get just what they want easily, even instantly.
And yet, the problem is that consumption often isn’t easy and consumers can’t get what they desire. And this is true in every category of consumption, for all types of goods and services.
In this book we will see why consumption is often hard work for the consumer and is unpaid work to boot.
Consumption Is a Problem-Solving Process
Let’s start with a very simple observation. Consumption is a continuing process—a set of actions taken over an extended period—to solve a problem. It involves searching for, obtaining, installing, maintaining, repairing, upgrading, and, eventually, disposing of many goods and services. All of this obtaining, installing, maintaining, and disposing involves time, effort, and—far too often—hassle for the consumer. To make this clear, let’s look at the process followed in one
9
Lean Solutions
simple act of consumption.
As we set out to write this book, Dan needed a new computer and went to the web to do a bit of research on competing products. He gave the matter some thought, then went back to the web, reached the preferred manufacturer’s web site, and typed in all the information necessary to make the purchase and arrange a shipment date within his acceptable wait time. The manufacturer shipped the product as promised, and it arrived on the promised date. So far, so good.
But the software installed was not all of the software needed, and when additional software was installed for additional applications, the computer didn’t work. This led to a visit to the manufacturer’s web site and then a call to the manufacturer’s help line. After a considerable wait, Dan was told that the problem was with the new software. This triggered a call to the help line of the new software provider—