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.
Jeffrey K. Liker, Ph.D., author of the bestselling The Toyota Way, is Professor of Industrial and Operations Engineering at the University of Michigan and coowner of lean consulting firm Optiprise, Inc. His Shingo-Prize winning work has appeared in The Harvard Business Review, Sloan Management Review, and other leading publications.
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