A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer.
HOW TO GO LEAN, GAIN VALUE, AND GET RESULTS
Learn how the 4Ps of Philosophy, Process, People and Problem Solving work together to create a systemic, holistic approach to achieving service excellence.
See how principles such as deeply understanding customer needs, creating a deliberate culture and using technology to enable people apply in services.
Find out how using the 4Ps and 17 principles to deliver service excellence for the long-term differs from 'leaning out processes' for short term results.
Align the organization to solve problems and continuously improve and innovate so that customers are delighted now and for the long-term.
Deeply understand the needs of each of your customers so that you can consistently delight them with the service that will keep them loyal to your company forever.
Learn how to use the Coaching Kata and Improvement Kata to develop your people to be critical thinkers and creative problem solvers.
Many of us in leadership roles read a lot in the hopes of finding "that book" – the one that changes your paradigm around your role in transforming your organization, clarifying questions you've been asking yourself or ones you didn't know but you could somehow feel. For many, this is going to be "that book". As a healthcare executive and lean practitioner, I found The Toyota Way to Service Excellence to be full of key insighfs for my leadership. Jeff and Karyn remind us how our thinking needs to evolve around how we go about delivering value in service organizations, how we improve, and the most difficult yet important – how we lead others. -Mike Radtke, VP Clinical Operations – ThedaCare
First, I highly recommend this book. As a retired Vice President of Quality Assurance, Plant Manager and college professor I am very familiar with and have used the Toyota methods extensively. In my experience I have found it is much more difficult to get buy-in to the Toyata way from service and administrative personnel than from manufacturing personnel. Liker and Ross have done an excellent job showing why and how the Toyota way can work in the service areas. They also did a great job showing why it must be done if organizations want to be more successful. I must caution that one size does not fit all and each organization must implement in a way that fits their organization. I received a free copy of The Toyota Way to Service Excellence by Jeffery K. Liker & Karyn Ross from NetGalley in exchange for my honest review. Many thanks to NetGalley.
Jeff shares with us another great book on the Toyota Way, not just by expanding the thinking to service, but also by clarifying again his deeper thoughts about the Toyota Way itself, in its clearer expression yet. Jeff and Karyn also make a wonderful job of showing very practical ways to jump into service issues with the Toyota Way, in a language adapted to service cultures and largely free of manufacturing lingo. A delightful read, and a real success. Read it, use it!
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