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

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.


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.


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