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The Toyota Way to Service Excellence: Lean Transformation in Service Organizations (Hardcover, Ed)
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The Toyota Way to Service Excellence: Lean Transformation in Service Organizations (Hardcover, Ed)
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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. 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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