Gemba Walk for Service Excellence
Author
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 on customers.
Using an abundance of color pictures and hand-drawn graphics, Robert Petruska builds on his considerable experience implementing Lean and quality systems to demonstrate how to create the infrastructure required for service excellence to flourish.
Filled with real-world examples and stories of service excellence, the book will help you develop the counterintuitive thinking needed to discover new sources of customer delight. Designed to be used with your entire team, this workbook will guide your organization, step by step, through a plan for assessing, prioritizing, and implementing innovative ideas that will lead to unprecedented levels of service excellence.
The Lean Handbook
Co-Author
This comprehensive handbook covers all the topics included in the BOK: 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 indispensible to anyone interested in implementing and sustaining a lean initiative. The book is written, by design, at the Bronze Level for certification knowledge. This means that the weightings used in the Lean BOK for the Bronze Certification were considered for the depth and breadth of material considered for each rubric. By addressing the Lean BOK at the Bronze Level, this book provides a basic understanding of the lean principles, systems, and tools at a tactical level to drive improvements with measureable results.
Material from several lean practitioners with differing backgrounds and experience has been gathered to create this handbook, which serves as an ideal starting point for practitioners who want both a holistic view of lean in general and also specifically the BOK of this groundbreaking joint certification program.
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