This comprehensive handbook covers all the topics included such as cultural enablers, continuous process improvement, consistent lean enterprise culture, and business results. Written by a team of lean experts with years of experience in the field, it will be helpful to anyone interested in implementing and sustaining a lean initiative. The book is written, by […]

A step-by-step Guide for Identifying Service Delighters guides readers on a journey towards organizational effectiveness that supports a culture of service excellence. It provides a fresh perspective on how to apply Gemba Walks —visiting the areas where the service provider interacts directly with the customer—to identify new service delighters and make a lasting positive impression […]