Topics Covered In The Book

HOW TO GO LEAN, GAIN VALUE, AND GET RESULTS

Service Excellence 4Ps

Learn how the 4Ps of Philosophy, Process, People and Problem Solving work together to create a systemic, holistic approach to achieving service excellence.

17 Principles

See how principles such as deeply understanding customer needs, creating a deliberate culture and using technology to enable people apply in services.

What Lean Really Is

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.

Continuous Improvement

Align the organization to solve problems and continuously improve and innovate so that customers are delighted now and for the long-term.

Delighting Customers

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.

Developing your people

Learn how to use the Coaching Kata and Improvement Kata to develop your people to be critical thinkers and creative problem solvers.