Who are the two types of customers in Lean IT?

In Lean IT, a fundamental concept is understanding customer value and how different stakeholders interact with processes and products. The concept identifies two types of customers: the person who uses the product and the person next in line. This distinction is vital because it helps organizations recognize that there are both internal (operational) and external (user) customers involved in the delivery of value.

The person who uses the product, often referred to as an end-user, utilizes the final output or service delivered by the organization. In contrast, the person next in line represents those who are affected by the work or processes that precede them; they may be in a different department, receiving inputs critical for their work. This idea emphasizes the importance of looking at workflows and ensuring that value is created not only for the end-user but also for those who contribute to the overall process, fostering a continuous flow of improvement.

This perspective aligns closely with Lean principles, which focus on optimizing processes, eliminating waste, and ensuring that each step adds value to both types of customers. By recognizing and addressing the needs of both the end-user and the next-in-line customer, organizations can enhance workflow efficiency, reduce bottlenecks, and ultimately achieve greater satisfaction and service quality.