The Toyota way to service excellence : lean transformation in service organizations
著者
書誌事項
The Toyota way to service excellence : lean transformation in service organizations
McGraw-Hill Education, c2017
大学図書館所蔵 全4件
  青森
  岩手
  宮城
  秋田
  山形
  福島
  茨城
  栃木
  群馬
  埼玉
  千葉
  東京
  神奈川
  新潟
  富山
  石川
  福井
  山梨
  長野
  岐阜
  静岡
  愛知
  三重
  滋賀
  京都
  大阪
  兵庫
  奈良
  和歌山
  鳥取
  島根
  岡山
  広島
  山口
  徳島
  香川
  愛媛
  高知
  福岡
  佐賀
  長崎
  熊本
  大分
  宮崎
  鹿児島
  沖縄
  韓国
  中国
  タイ
  イギリス
  ドイツ
  スイス
  フランス
  ベルギー
  オランダ
  スウェーデン
  ノルウェー
  アメリカ
注記
Includes bibliographical references and index
内容説明・目次
内容説明
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.
目次
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
Index
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