In Lean IT principles, what does reducing defects typically lead to?

Reducing defects in Lean IT typically leads to higher customer satisfaction because it directly impacts the quality of products or services delivered. When organizations focus on minimizing errors and enhancing the efficiency of their processes, they are more likely to meet or exceed customer expectations. High-quality output ensures that customers receive products or services that function as intended without issues, leading to a more positive overall experience. This satisfaction not only fosters customer loyalty but may also encourage repeat business and positive word-of-mouth, further benefitting the organization.

In contrast, increased costs and greater work in progress do not foster customer satisfaction. In fact, reducing defects is often associated with cost savings and more streamlined processes. Similarly, longer lead times typically detract from customer satisfaction, as delays can lead to unmet needs and frustration. Thus, focusing on reducing defects is fundamentally aimed at improving value delivery to the customer, which underpins the principle of achieving higher customer satisfaction in Lean IT practices.