Gemba walks for service excellence : the step-by-step guide for identifying service delighters /

Detalles Bibliográficos
Clasificación:Libro Electrónico
Autor principal: Petruska, Robert
Formato: Electrónico eBook
Idioma:Inglés
Publicado: Boca Raton, Fla. : CRC Press, ©2012.
Temas:
Customer services.
Organizational effectiveness.
Customer relations.
Service à la clientèle.
Efficacité organisationnelle.
BUSINESS & ECONOMICS > Industrial Management.
BUSINESS & ECONOMICS > Management.
BUSINESS & ECONOMICS > Management Science.
BUSINESS & ECONOMICS > Organizational Behavior.
Acceso en línea:Texto completo (Requiere registro previo con correo institucional)
Tabla de Contenidos:
  • Lean Leadership; Formal Leader; Getting Started; To Find Out Where You Stand Gemba Walks; Standing in the Circle: A Fundamental Lean Principle; Gemba Walk: Design for the Customer Value Propositions Essentials for Service Excellence Service Innovation Mindsets; Example 1: Valuing Customers; Example 2: Acting on Customer Surveys (as in Right Now); Example 3: Practicing Positivity at Work; Example 4: Valuing Time; Example 5: Enabling Changes That Tie into the Human Performance System; Innovation Plans; Leading and Lagging Indicators; Going Forward Index

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