Service Management guru Ian Clayton posted a great paper from one of his customers, about why Outside-In thinking is paramount to avoid frustrating everybody and yourself, as the article wisely says:
“For most organizations, it is a natural tendency to look inward at what they do. They are focused (sometimes totally) on how the work is designed and accomplished, and performance measures are geared toward achieving internal goals. (…)
Failure to please the customer leads to, well, failure.”
The article is short, download it from http://www.servicemanagement101.com/files/lockheed-lean-for-services-white-paper.pdf and while you are at it, subscribe to Ian Clayton’s blog.