The Toyota Way to Service Excellence: Lean Transformation in Service Organizations

The Toyota Way to Service Excellence: Lean Transformation in Service Organizations

by Jeffrey K. Liker, Karyn Ross


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Product Details

ISBN-13: 9781259641107
Publisher: McGraw-Hill Professional Publishing
Publication date: 09/20/2016
Pages: 448
Sales rank: 488,690
Product dimensions: 6.30(w) x 9.10(h) x 1.50(d)

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.

Table of Contents

Acknowledgments ix

Prologue: The Toyota Way as a General Management Philosophy xiii

Chapter 1 What Is Service Excellence? 1

Chapter 2 The Toyota Way Continues to Evolve 29

Chapter 3 Principle 1: Philosophy of Long-Term Systems Thinking 55

Chapter 4 Developing Lean Processes: A Short Story 85

Chapter 5 Macroprocess Principles: Create a Cadence of High Value Flowing to Customers 135

Chapter 6 Microprocess Principles: Make Work Patterns Visible for Continuous Improvement 185

Chapter 7 Macrolevel People Principles: The Context for Exceptional People to Provide Exceptional Service 233

Chapter 8 Microlevel People Principles: Develop People to Become Masters of Their Craft 261

Chapter 9 Problem-Solving Principles: Strive Toward a Clear Direction Through Experimenting 311

Chapter 10 The Long Journey to a Customer-Focused Learning Organization 359

Notes 401

For Further Reading 407

Index 411

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