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The Toyota Way to Service Excellence


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Table of Contents

AcknowledgmentsPrologueThe Toyota Way as a General Management PhilosophyChapter 1What Is Service Excellence? Chapter 2The Toyota Way Continues to Evolve Chapter 3Principle 1: Philosophy of Long-Term Systems ThinkingChapter 4Developing Lean Processes: A Short Story Chapter 5Macroprocess Principles: Create a Cadenceof High Value Flowing to Customers Chapter 6Microprocess Principles: Make Work Patterns Visiblefor Continuous Improvement Chapter 7Macrolevel People Principles: The Contextfor Exceptional People to Provide Exceptional Service Chapter 8Microlevel People Principles: Develop Peopleto Become Masters of Their Craft Chapter 9Problem-Solving Principles: Strive Towarda Clear Direction Through Experimenting Chapter 10The Long Journey to a Customer-Focused Learning OrganizationNotes For Further ReadingIndex

About the Author

Jeffrey K. Liker is Professor of Industrial and Operations Engineering, University of Michigan and president of Liker Lean Advisors, LLC, a collection of top-notch lean advisors. He is one of the foremost authorities on Toyota and is the author of the multiple international best-sellers, including the now classic The Toyota Way. His articles and books have won eleven Shingo Prizes, and his work has appeared in The Harvard Business Review, Sloan Management Review, and other leading publications. Liker lives in Ann Arbor, Michigan with his wife and children. Karyn Ross is a lean consultant and executive coach focused on driving sustainable business culture change in service organizations. She has worked with Paychex, PrimePay, Zurich Insurance, Liberty Mutual Insurance and other organizations to develop a culture of problem solving and improved business practices. A regular contributor to the Lean Leadership Ways Industry Week Blog, she has also written for The Lean Management Journal and Industrial Engineer Magazine. Ross resides in Naperville, Illinois.

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