Title:
The Toyota way to service excellence : lean transformation in service organizations / Jeffrey K. Liker, Karyn Ross.
ISBN:
9781259641107
Personal Author:
Publication Information:
New York : McGraw-Hill Education, [2017]
Physical Description:
xxviii, 419 pages : illustrations ; 24 cm
Contents:
Prologue : the Toyota Way as a general management philosophy -- 1. What is service excellence? -- 2. The Toyota Way continues to evolve -- 3. Principle 1 : philosophy of long-term systems thinking -- 4. Developing lean processes : a short story -- 5. Macroprocess principles : create a cadence of high value flowing to customers -- 6. Microprocess principles : make work patterns visible for continuous improvement -- 7. Macrolevel people principles : the context for exceptional people to provide exceptional service -- 8. Microlevel people principles : develop people to become masters of their craft -- 9. Problem-solving principles : strive toward a clear direction through experimenting -- 10. The long journey to a customer-focused learning organization.
Summary:
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.
Corporate Subject:
Added Author:
OCLC Number:
ocn945358883
Availability:
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