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
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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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