This update of "The Lean Toolbox for Service Systems" incorporates Lean Thinking, Systems Thinking, and Design Thinking and contains sections on philosophy and description of the most practical tools. A strong feature is the contingency approach--different approaches for different service and administration situations.

The management of ideas is, in many companies, a huge untapped or poorly underutilized resource. Yet, ideas are the prime source of improvement and innovation. Moreover, good idea management brings with it a change in the culture of an organization, leading to new levels of co-operation and mutual respect. Without effective idea management, a Lean programme will founder. This book is based on several years of hands-on and case study research. It brings together the best current thinking on idea management. Throughout the book, the management of ideas is interlinked with Lean thinking on flow, continuous improvement, surfacing issues, and problem solving.

A fully revised and extended version of the best selling 'Quality 75', the book includes a full range of Six Sigma tools and philosophy. It is a unique compilation of tools and concepts from Six Sigma, Traditional Quality Management (including notes on the 'Gurus'), Service Quality, and relevant Lean manufacturing. The book is aimed at practising managers from Service and Manufacturing, Green Belt practitioners and Black Belts wishing to extend their expertise into Service Quality and Lean. MBA students and final year undergraduates will find the book an invaluable quick reference to quality, operations, customer relationships and improvement.