The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
by Jeffrey K. Liker, Karyn Ross
The Toyota Way to Service Excellence applies lean thinking to the challenges of service organizations. Jeffrey K. Liker and Karyn Ross examine how leaders can improve processes, strengthen organizational culture, develop people, and create more consistent value for customers through a sustained approach to service excellence.
About This Book
The Toyota Way to Service Excellence explores how lean principles can be applied beyond manufacturing to organizations that deliver services.
Jeffrey K. Liker and Karyn Ross focus on the relationship between operational improvement, customer experience, and organizational culture.
The book presents a framework for leaders and teams seeking to understand processes, reduce waste, and create more consistent value for customers.
It is intended for readers interested in lean transformation, service operations, continuous improvement, and people-centered management.
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