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The Toyota Way to Service Excellence: Lean Transformation in Service Organizations By Jeffrey K. Liker

The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
by Jeffrey K. Liker

In Stock
£18.99
Shows service-based organizations how to go Lean, gain value, and get results - The Toyota Way. Suitable for service professionals of every level, this guide takes the proven Lean principles of the author's bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success.
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The Toyota Way to Service Excellence: Lean Transformation in Service Organizations Summary


The Toyota Way to Service Excellence: Lean Transformation in Service Organizations by Jeffrey K. Liker

The world's bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results-The Toyota Way.

A must-read for service professionals of every level, this groundbreaking guide by Jeffrey Liker takes the proven Lean principles of his bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Liker's famous 4P model makes it easy for you to implement Lean practices throughout your organization-whether you're an executive, manager, or frontline worker who deals with customers every day.

These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. The book features fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, telecommunications, and more.

Jeffrey K. Liker is Professor of Industrial and Operations Engineering, University of Michigan, and President of Liker Lean Advisors, LLC. He is the author of The Toyota Way and other related books.

Karyn Ross is a lean consultant and executive coach with a Lean Six Sigma Black Belt from Rochester Institute of Technology.

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About Jeffrey K. Liker


Jeffrey K. Liker, Ph.D., author of the bestselling The Toyota Way, is Professor of Industrial and Operations Engineering at the University of Michigan and coowner of lean consulting firm Optiprise, Inc. His Shingo-Prize winning work has appeared in The Harvard Business Review, Sloan Management Review, and other leading publications.

Table of Contents


Acknowledgments

Prologue

The Toyota Way as a General Management Philosophy

Chapter 1

What Is Service Excellence?

Chapter 2

The Toyota Way Continues to Evolve

Chapter 3

Principle 1: Philosophy of Long-Term Systems Thinking

Chapter 4

Developing Lean Processes: A Short Story

Chapter 5

Macroprocess Principles: Create a Cadence

of High Value Flowing to Customers

Chapter 6

Microprocess Principles: Make Work Patterns Visible

for Continuous Improvement

Chapter 7

Macrolevel People Principles: The Context

for Exceptional People to Provide Exceptional Service

Chapter 8

Microlevel People Principles: Develop People

to Become Masters of Their Craft

Chapter 9

Problem-Solving Principles: Strive Toward

a Clear Direction Through Experimenting

Chapter 10

The Long Journey to a Customer-Focused Learning Organization

Notes

For Further Reading

Index

Additional information

GOR010303735
The Toyota Way to Service Excellence: Lean Transformation in Service Organizations by Jeffrey K. Liker
Jeffrey K. Liker
Used - Well Read
Hardback
McGraw-Hill Education
2016-09-20
448
1259641104
9781259641107
N/A
Book picture is for illustrative purposes only, actual binding, cover or edition may vary.
This is a used book. We do our best to provide good quality books for you to read, but there is no escaping the fact that it has been owned and read by someone else previously. Therefore it will show signs of wear and may be an ex library book.