This is a world’s bestseller book, not your everyday airport read. This book engages the reader on service-based organizational skills and how to gain value, lead, and get the best results- The Toyota Way.
The Toyota Way to Service Excellence is more of a masterclass course with great professors! This is true since Dr. Jeffrey Liker brings to life the imagined examples of being a great professor for over three decades. Co-author Karyn Ross brings the practicality of the great concepts to life. Together, they perfect such a thoughtful and careful application of the principles and practices of Toyota to IT, Customer care, the motor industry, the hotel industry, and beyond.
The two authors use imagination in their case studies, clearly applying The Toyota Way to a service process. They weave in real-life examples of businesses they have worked with. What makes it interesting about actual companies is their different yet similar work cultures. Walk with them as they detail the magnificent success stories the different organizations have done and how best they know. Going through this masterclass, you can grab ideas and draw inspiration from each example.
Darren –
Many managers in production settings are familiar with the Toyota Production System and hold various opinions on its applicability. This book extends its benefits to service-oriented companies, offering a comprehensive introduction to the Toyota system. Aimed at a broad audience, it is especially relevant for service organizations and businesses looking to adopt LEAN principles. The authors guide readers through the process of identifying and implementing these principles effectively.
Despite its substantial content, the book remains accessible and engaging, avoiding oversimplification or overly technical language. It serves as a dynamic resource, incorporating case studies from diverse sectors to illustrate the practical application of LEAN, thus enabling readers to understand, be inspired by, and apply the methodology. The book positions itself as a valuable tool and reference for ongoing improvement efforts.
This publication could significantly benefit students in advanced business programs, such as MBA, and employees at various levels within a company who seek to familiarize themselves with essential operational methodologies. It is particularly recommended for senior management yet offers insights valuable even to those in LEAN-practicing companies. It’s a resource meant to enhance understanding and focus on specific improvements.
In essence, this book is designed to be universally beneficial, providing key insights into achieving service excellence through the Toyota system.
The Toyota Way to Service Excellence by Jeffrey Liker & Karyn Ross, McGraw-Hill Professional, ISBN 9781259641107.
Tony Smith –
The Toyota Way to Service Excellence by Jeffrey K. Liker & Karyn Ross comes highly recommended by me, drawing from my background as a retired Vice President of Quality Assurance, Plant Manager, and college professor. Having extensively applied Toyota methods throughout my career, I’ve observed the challenges of garnering acceptance for these principles among service and administrative teams compared to manufacturing teams. Liker and Ross excel in demonstrating the effectiveness of the Toyota approach in service sectors, emphasizing the necessity of adopting these methods for organizational success. However, it’s important to adapt these strategies to fit the unique needs of each organization, as there’s no one-size-fits-all solution. I am grateful to NetGalley for providing me with a complimentary copy of this book in return for my unbiased review. My appreciation goes out to NetGalley for this opportunity.