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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 . A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them dir...
| Clasificación: | Libro Electrónico |
|---|---|
| Autores principales: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
New York :
McGraw-Hill Education,
[2017]
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| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- Cover
- Title Page
- Copyright Page
- Dedication
- Contents
- Acknowledgments
- Prologue The Toyota Way as a General Management Philosophy
- Chapter 1 What Is Service Excellence?
- Chapter 2 The Toyota Way Continues to Evolve
- Chapter 3 Principle 1: Philosophy of Long-Term Systems Thinking
- Chapter 4 Developing Lean Processes: A Short Story
- Chapter 5 Macroprocess Principles: Create a Cadence of High Value Flowing to Customers
- Chapter 6 Microprocess Principles: Make Work Patterns Visible for Continuous Improvement
- Chapter 7 Macrolevel People Principles: The Context for Exceptional People to Provide Exceptional Service
- Chapter 8 Microlevel People Principles: Develop People to Become Masters of Their Craft
- Chapter 9 Problem-Solving Principles: Strive Toward a Clear Direction Through Experimenting
- Chapter 10 The Long Journey to a Customer-Focused Learning Organization
- Notes
- For Further Reading
- Index