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Books > Professional & Technical > Technology: general issues > Engineering: general
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Gemba Walks for Service Excellence - The Step-by-Step Guide for Identifying Service Delighters (Hardcover)
Loot Price: R5,812
Discovery Miles 58 120
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Gemba Walks for Service Excellence - The Step-by-Step Guide for Identifying Service Delighters (Hardcover)
Expected to ship within 12 - 19 working days
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Your customers have become increasingly sophisticated and more
connected than ever-broadcasting real-time feedback to a cloud of
followers who are watching your every move. As savvy customers
continue to demand more for less, organizations that choose to rest
on their laurels will quickly see their market share evaporate.
Gemba Walks for Service Excellence: The Step-by-Step Guide for
Identifying Service Delighters guides readers on a journey towards
organizational effectiveness that supports a culture of service
excellence. It provides a fresh perspective on how to apply Gemba
Walks-visiting the areas where the service provider interacts
directly with the customer-to identify new service delighters and
make a lasting positive impression on customers.Using an abundance
of color pictures and hand-drawn graphics, Robert Petruska builds
on his considerable experience implementing Lean and quality
systems to demonstrate how to create the infrastructure required
for service excellence to flourish. Presented in an easy-to-follow
format that anyone in the service industry can enjoy, this
workbook: Shares proven techniques used in Lean manufacturing that
can easily be applied to the service industry Guides new employees
and veterans alike through a journey filled with real-life stories
that inspire confidence Contains hands-on exercises that allow you
to immediately apply the ideas to your own work Includes
downloadable resources with innovative "placemats" designed to
provide stepping stones on a development path for your team to
achieve a competitive advantage Filled with real-world examples and
stories of service excellence, the book will help you develop the
counterintuitive thinking needed to discover new sources of
customer delight. Designed to be used with your entire team, this
workbook will guide your organization, step by step, through a plan
for assessing, prioritizing, and implementing innovative ideas that
will lead to unprecedented levels of service excellence.
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