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Jeffrey Liker - The Toyota Way to Service Excellence: Lean Transformation in Service Organizations

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Jeffrey Liker The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
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The Toyota Way to Service Excellence: Lean Transformation in Service Organizations: summary, description and annotation

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The worlds bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get resultsThe 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, youll learn how take advantage of all Lean has to offer. With this book as your guide, youll 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.
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Jeffrey Liker: author's other books


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Jeffrey Liker - The Toyota Way to Lean Leadership: Achieving and Sustaining Excellence through Leadership Development
The Toyota Way to Lean Leadership: Achieving and Sustaining Excellence through Leadership Development
Jeffrey Liker
The Toyota Way to Lean Leadership: Achieving and Sustaining Excellence through Leadership Development
Jeffrey Liker - The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
Jeffrey Liker
The Toyota Way to Service Excellence: Lean Transformation in Service Organizations

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Copyright 2017 by McGraw-Hill Education All rights reserved Except as - photo 1
Copyright 2017 by McGraw-Hill Education. All rights reserved. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a database or retrieval system, without the prior written permission of the publisher.
ISBN: 978-1-25-964111-4
MHID: 1-25-964111-2
The material in this eBook also appears in the print version of this title: ISBN: 978-1-25-964110-7, MHID: 1-25-964110-4.
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This is a copyrighted work and McGraw-Hill Education and its licensors reserve all rights in and to the work. Use of this work is subject to these terms. Except as permitted under the Copyright Act of 1976 and the right to store and retrieve one copy of the work, you may not decompile, disassemble, reverse engineer, reproduce, modify, create derivative works based upon, transmit, distribute, disseminate, sell, publish or sublicense the work or any part of it without McGraw-Hill Educations prior consent. You may use the work for your own noncommercial and personal use; any other use of the work is strictly prohibited. Your right to use the work may be terminated if you fail to comply with these terms.
THE WORK IS PROVIDED AS IS. McGRAW-HILL EDUCATION AND ITS LICENSORS MAKE NO GUARANTEES OR WARRANTIES AS TO THE ACCURACY, ADEQUACY OR COMPLETENESS OF OR RESULTS TO BE OBTAINED FROM USING THE WORK, INCLUDING ANY INFORMATION THAT CAN BE ACCESSED THROUGH THE WORK VIA HYPERLINK OR OTHERWISE, AND EXPRESSLY DISCLAIM ANY WARRANTY, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. McGraw-Hill Education and its licensors do not warrant or guarantee that the functions contained in the work will meet your requirements or that its operation will be uninterrupted or error free. Neither McGraw-Hill Education nor its licensors shall be liable to you or anyone else for any inaccuracy, error or omission, regardless of cause, in the work or for any damages resulting therefrom. McGraw-Hill Education has no responsibility for the content of any information accessed through the work. Under no circumstances shall McGraw-Hill Education and/or its licensors be liable for any indirect, incidental, special, punitive, consequential or similar damages that result from the use of or inability to use the work, even if any of them has been advised of the possibility of such damages. This limitation of liability shall apply to any claim or cause whatsoever whether such claim or cause arises in contract, tort or otherwise.
For our family, friends, and teachers.
We need you to inspire and teach us.
Jeff Liker
Karyn Ross
Contents

The Toyota Way as a General Management Philosophy

What Is Service Excellence?

The Toyota Way Continues to Evolve

Principle 1: Philosophy of Long-Term Systems Thinking

Developing Lean Processes: A Short Story

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

Microprocess Principles: Make Work Patterns Visible for Continuous Improvement

Macrolevel People Principles: The Context for Exceptional People to Provide Exceptional Service

Microlevel People Principles: Develop People to Become Masters of Their Craft

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

The Long Journey to a Customer-Focused Learning Organization
Acknowledgments
So many people have taught us and generously shared with us, it is difficult to know where to startand endin thanking you all. Karyn and Jeff chose to write separate acknowledgements.
From Jeff:
Unfortunately, I cannot acknowledge everyone who graciously agreed to lengthy interviews and reviewed parts of this book for accuracy. But several put an exceptional amount of time into sharing their stories, information, and then editing for accuracy. You will see there are many detailed case examples in this book. Thank you all for teaching me what the pursuit of service excellence means, not just in theory, but in the hearts of real people. Special thanks (in no particular order) to:
Picture 2 Dr. Richard Zarbo, Senior Vice President and Chair, Pathology and Laboratory Medicine at Henry Ford Health System
Picture 3 Betty Gratopp, Production General Manager, Zingermans Mail Order
Picture 4 Tom Root, Owner and Managing Partner, Zingermans Mail Order
Picture 5 Richard Sheridan, Chief Storyteller, Menlo Innovations, and author of Joy, Inc.
Picture 6 John Taylor, General Manager and Vice President, Dunning Toyota and Dunning Subaru
Picture 7 Einar Gudmundsson, CEO at Rejmes Bil (Volvo Dealer)
Picture 8 Veli-Matti Mattila, CEO, Elisa
Picture 9 Petri Selkinaho, Development Director, Elisa
Picture 10 Merja Ranta-aho, Executive VP, Human Resources, Elisa
Picture 11 David Hanna, Partner, HPO Global Alliance, and author of The Organizational Survival Code
Picture 12 Kai Laamanen, Management Consulting Professional at Innotiimi
Picture 13 Jonathan Escobar Marin, Global Head of Lean Management, Hartmann Group
Picture 14 Mariano Jimenez Torres, Organizational Development Manager, Inversiones La Paz
Picture 15 Florencio Munoz, Senior Lean Consultant
Picture 16 Brock Husby, PhD (my former doctoral student), lean healthcare consultant
Picture 17 Eduardo Lander, PhD (my former doctoral student), lean services consultant
Picture 18 Hiroshi Ozawa, Professor, Nagoya University (research collaborator)
Picture 19
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