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The Toyota Way to Service Excellence : Lean Transformation in Ser VERYGOOD

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US $19.99
Approximately£14.80
Condition:
Very Good
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Item specifics

Condition
Very Good: A book that has been read and does not look new, but is in excellent condition. No ...
Publication Name
McGraw-Hill Education
ISBN
9781259641107

About this product

Product Identifiers

Publisher
Mcgraw-Hill Education
ISBN-10
1259641104
ISBN-13
9781259641107
eBay Product ID (ePID)
224560453

Product Key Features

Book Title
Toyota Way to Service Excellence : Lean Transformation in Service Organizations
Number of Pages
448 Pages
Language
English
Publication Year
2016
Topic
Industries / Retailing, Customer Relations, General, Organizational Development
Illustrator
Yes
Genre
Business & Economics
Author
Karyn Ross, Jeffrey K. Liker
Format
Hardcover

Dimensions

Item Height
1.4 in
Item Weight
27.2 Oz
Item Length
9.3 in
Item Width
7.8 in

Additional Product Features

Intended Audience
Trade
LCCN
2016-027131
TitleLeading
The
Number of Volumes
1 vol.
Table Of Content
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 <font size="3" face="AGaramondPr
Synopsis
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., 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 bestsellingToyota 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.
LC Classification Number
HD9710.J34L55 2016

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