At the core of Lean is distinguishing value added from non-value added activities. Fundamental to this is for everyone creating and delivering a product or service to identify their internal customers and the final customer. These relationships are central to meeting the needs of the customer.
WHAT IS THE DEFINITION OF NON-VALUE ADDED ACTIVITIES?
Useful activities that the customer will pay for are considered value-added. So, activities or elements of the product or service that the customer does not value or is unwilling to pay for are non-value added activities. Using the Kano tool to identify product or service components that are Basic, Satisfiers and Delighters is a way to separate these and assign costs to them.