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

The world's bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results, the Toyota Way. This essential guide takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to 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, with case studies spanning healthcare, insurance, financial services, and telecommunications.

Dr. Jeffrey K. Liker is Professor Emeritus of Industrial and Operations Engineering at the University of Michigan and President of Liker Lean Advisors. He is the author of the international bestseller The Toyota Way, which has sold over a million copies in 26 languages, and has coauthored nine other books about Toyota. His work has won thirteen Shingo Prizes for Research Excellence. Karyn Ross is a Lean consultant and executive coach who has worked with companies including Paychex, Zurich Insurance, and National Taxi Limo to help them build cultures of problem-solving and continuous improvement.

What You'll Learn:

• How to apply Toyota's proven Lean principles directly to service-based industries
• The famous 4P model for developing Lean practices throughout your organization
• How to develop people and processes that surprise and delight your customers
• Ground-tested techniques for continuous improvement and streamlined operations
• Real-world case studies of Lean success in healthcare, insurance, financial services, and telecommunications

Perfect For: Executives, managers, consultants, and frontline workers in service industries who want to bring Lean thinking and operational excellence to their organizations.

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