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© 2016 Dwellworks, LLC
Page 19
Lean & Agile Playbook v.2.01 – modified MAY2016
Customer
A customer is anyone that receives or consumes goods or services. Customers can be
internal (associates/co-workers, a business line, office, etc.) or external (clients,
transferees, guests, etc.).
Customer Collaboration
The practice of including your customer throughout the process. Only the customer can tell
you what they want, and collaboration allows you to listen to their needs instead of
guessing at what they need. The customer drives the requirements, prioritization, and
review of work.
Deep Dive
The full dissection of a process to understand each step of the process, the people
involved and the systems used. This is an important first step when trying to identify areas
for improvement and offers a clear view of all the individual pieces that make up the
process.