Presentation by Bradford Wills Owner, CEO Fulfil Consulting

1. Creating
Value in the
World
How to succeed by understanding what your
customers love
Brad
Luan

2. You are what your customer loves
We’ve been consulting to businesses on improvement since 2011 and
over that time have helped scores of business leaders discover that
what they really love to do is also what their customer loves and will pay
the most for.
We live to see the South African economy Thrive
as businesses everywhere fulfil their purpose.

3. What do you do that you
would keep doing
even if no one paid
you for it?
Discuss
In groups of
five or six.

4. PRODUCES
REWARD
LOVE
TO DO
SPECIALLY
SKILLED
1. Your Sweet Spot
What sets you apart is also what is valuable to
your customer and what they will be willing to
pay for
➔ Specially Skilled
What can you and your team do that no
one else can?
➔ Love to Do This
What do you do that you enjoy simply
because doing it gives you pleasure?
➔ Produces a Reward
What do you do that brings reward and
brings income to your business?
Sweet
Spot

5. Tip
Don’t wait till the end of
the presentation to give
the bottom line.
Reveal your product or
idea (in this case a
translation app) up front.
How we
Create
Value
Lets talk:
through our process >

6. What is waste?
Discuss
In groups of
five or six.
In your own words.
(No help from your
smartphone please)

7. Draw
Your
Process
It helps to draw
your process so
that you and your
team can see
where you create
value and where
you generate
waste.
Waste
Value

8. 2. The Value Stream
Understanding how value flows through your
process to the customer is the foundation for
having effective operations:
➔ Identify Value Add
Mark what you do that is in line with your
Sweet Spot
➔ See what is Waste
Note on your drawing what you are
doing that the customer doesn’t pay you
for

9. It’s easy to see
what to do
when you can
see what you’re
doing

10. 3. Selecting a Project
Don’t try to fix everything at once! Start by
selecting a single area with your team.
Define what you want to achieve and run it as
a project.
➔ Rank based on Value
Estimate the value to the customer of
the expected improvements
➔ Work Collaboratively
Honour the people in the area by
listening to their problems and then
celebrate their ideas by using them to
improve the process

11. Meet Suraya.
She is a supervisor at a textile-based
factory who was facing dismissal.
Nowadays she is the star of the
business having learned how to give
her team time to learn, share and
implement ideas on a weekly basis.

12. Meet Frank.
He is the owner of a sign making
business. He used to have 140+
emails every day relating to important
decisions for him to make.
He trusted his team to make those
decisions and exited a thriving
business 2 years later to start
another one.

13. Meet Nonhlanhla.
She used to be disconnected with
her job packing product into cans.
After being engaged in figuring out
how the line could more than halve
their lead time her eyes see
opportunities to reduce waste
everywhere in the process

14. 4. In Summary
Improving your business cannot be done
without understanding your Sweet Spot and
your customers.
➔ Understand Value
Constantly work at understanding what
your customer values enough to pay for
➔ Make Waste Visible
So that it’s easy to see the solution
➔ Involve Everyone
People thrive when they are valued and
their input is appreciated