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

Description

This book will guide you in understanding Lean and establishing practices, tools, and principles to grow people and processes that benefit your customers. A good business is a happy customer. Their principles are tried and tested to help make constant improvements in customer service, add value to the customer, and streamline the daily operations of your business.

Whether in top management or the line of service, as long as you deal with customers, you have much to learn and take full advantage of Lean. The case studies drawn from all sectors of businesses from all over the world illustrate the Lean Principles and Practices that work well in the service and manufacturing industries.

The philosophy behind The Toyota Way can be summed up as: Mechanical thinking is linear and short-term and requires an expert to find solutions. Systematic or Organic thinking is long-term based since it treats organizations as interconnected puzzles where everyone is learning and evolving simultaneously. There is no specific way to implement or install change or promising practices in an organization.

This book is a beautiful masterpiece full of educational content and the author’s personal touches that can address and solve stubborn corporate behavior. This book will resonate with any rational business seeking to improve the culture in their workplace. No one has ever failed to attempt the Lean Approach.

There are also some exemplary examples; the authors offer their readers a lot of insightful advice on
what not to do and excellent examples that work elsewhere. The main caution here is having the pre-conceived solutions, but they offer a straightforward, high-level generic approach that works.
If you want a glimpse of greatness, maybe make it a compulsory read at your workplace and have a few copies as a gift during this year’s End Year Office Party.