The Toyota Way to Service Excellence

A must-read for service professionals of every level, this groundbreaking guide by Jeffrey Liker takes the proven Lean principles of his bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Liker’s famous 4P model makes it easy to implement Lean practices throughout any organization—from executives to managers to frontline workers who deal with customers every day.
These ground-tested techniques are designed to help companies make continuous improvements in their services, streamline their operations, and add ever-increasing value to their customers. The book features fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, telecommunications, and more.
* Liker is the foremost authority on Lean
* The bestselling Toyota Way series has helped companies successfully implement Lean worldwide
* Designed specifically for service organizations, this targeted guide uses Lean techniques to bring added value to customers