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

ed
ISBN: 978-1-259-64110-7
Verlag: McGraw-Hill Education

Buch, Englisch, 448 Seiten, Format (B × H): 159 mm x 241 mm, Gewicht: 721 g

Reihe: Business Books

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.

Autoren/Hrsg.

Liker, Jeffrey

Ross, Karyn

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Betriebswirtschaft: Theorie & Allgemeines

Inhaltsverzeichnis

AcknowledgmentsPrologueThe Toyota Way as a General Management PhilosophyChapter 1What Is Service Excellence? Chapter 2The Toyota Way Continues to Evolve Chapter 3Principle 1: Philosophy of Long-Term Systems ThinkingChapter 4Developing Lean Processes: A Short Story Chapter 5Macroprocess Principles: Create a Cadenceof High Value Flowing to Customers Chapter 6Microprocess Principles: Make Work Patterns Visiblefor Continuous Improvement Chapter 7Macrolevel People Principles: The Contextfor Exceptional People to Provide Exceptional Service Chapter 8Microlevel People Principles: Develop Peopleto Become Masters of Their Craft Chapter 9Problem-Solving Principles: Strive Towarda Clear Direction Through Experimenting Chapter 10The Long Journey to a Customer-Focused Learning OrganizationNotes For Further ReadingIndex

Über Autor(innen)

Liker, Jeffrey
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.

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.