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The Toyota Way to Service Excellence: Lean Transformation in Service Organizations, by Jeffrey K. Liker, Karyn Ross
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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 essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer.
With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. 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. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing.
Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.
- Sales Rank: #47165 in Books
- Published on: 2016-09-20
- Original language: English
- Number of items: 1
- Dimensions: 9.30" h x 1.44" w x 7.80" l, .0 pounds
- Binding: Hardcover
- 448 pages
About the Author
Dr. Jeffrey K. Liker is Professor of Industrial and Operations Engineering at the University of Michigan and President of Liker Lean Advisors. He is author of the international best-seller, The Toyota Way: 14 Management Principles from the World’s Greatest Manufacturer, 2004 (26 languages, over 900,000 copies sold), and has coauthored eight other books about Toyota including The Toyota Way to Lean Leadership (2011). His articles and books have won twelve Shingo Prizes for Research Excellence. In 2012 he was inducted into the Association of Manufacturing Excellence Hall of Fame and in 2016 inducted into the Shingo Academy.
Liker lives in Ann Arbor, Michigan with his wife and children.
Karyn Ross is a Lean consultant and executive coach focused on driving sustainable business culture change in service organizations. She has worked with companies such as Paychex, PrimePay, Zurich Insurance, and National Taxi Limo to help them develop a culture of problem solving and improved business practices. A regular contributor to the Lean Leadership Ways Industry Week Blog, she has also written for The Lean Management Journal and Industrial Engineer Magazine. Ross resides in Naperville, Illinois.
Most helpful customer reviews
3 of 3 people found the following review helpful.
Many of us in leadership roles read a lot in ...
By M. Radtke
Many of us in leadership roles read a lot in the hopes of finding "that book" - the one that changes your paradigm around your role in transforming your organization, clarifying questions you've been asking yourself or ones you didn't know but you could somehow feel. For many, this is going to be "that book". As a healthcare executive and lean practitioner, I found The Toyota Way to Service Excellence to be full of key insighfs for my leadership. Jeff and Karyn remind us how our thinking needs to evolve around how we go about delivering value in service organizations, how we improve, and the most difficult yet important - how we lead others. -Mike Radtke, VP Clinical Operations - ThedaCare
0 of 0 people found the following review helpful.
ANOTHER GREAT BOOK FROM JEFF LIKER. MUST READ, ABSOLUTELY!
By Michael Balle
Jeff shares with us another great book on the Toyota Way, not just by expanding the thinking to service, but also by clarifying again his deeper thoughts about the Toyota Way itself, in its clearer expression yet. Jeff and Karyn also make a wonderful job of showing very practical ways to jump into service issues with the Toyota Way, in a language adapted to service cultures and largely free of manufacturing lingo. A delightful read, and a real success. Read it, use it!
1 of 1 people found the following review helpful.
A Must Read
By J. A. Smith
The Toyota Way to Service Excellence by Jeffery K. Liker & Karyn Ross
First, I highly recommend this book. As a retired Vice President of Quality Assurance, Plant Manager and college professor I am very familiar with and have used the Toyota methods extensively. In my experience I have found it is much more difficult to get buy-in to the Toyata way from service and administrative personnel than from manufacturing personnel. Liker and Ross have done an excellent job showing why and how the Toyota way can work in the service areas. They also did a great job showing why it must be done if organizations want to be more successful. I must caution that one size does not fit all and each organization must implement in a way that fits their organization. I received a free copy of The Toyota Way to Service Excellence by Jeffery K. Liker & Karyn Ross from NetGalley in exchange for my honest review. Many thanks to NetGalley.
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