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The Toyota Way To Service Excellence, : Lean Transformation in Service Organizations - Liker

The Toyota Way To Service Excellence,

Lean Transformation in Service Organizations

By: Liker

Hardcover Published: 16th September 2016
ISBN: 9781259641107
Number Of Pages: 448

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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.

 

 

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

ISBN: 9781259641107
ISBN-10: 1259641104
Series: Business Books
Audience: General
Format: Hardcover
Language: English
Number Of Pages: 448
Published: 16th September 2016
Publisher: McGraw-Hill Education
Country of Publication: US
Dimensions (cm): 23.5 x 16.0  x 3.6
Weight (kg): 0.71

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