The Toyota Way to Service Excellence: Lean Transformation in Service Organizations 1st Edition

4.6 out of 5 stars 72 ratings
ISBN-13: 978-1259641107
ISBN-10: 1259641104
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  • The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
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Editorial Reviews

Review


"The book successfully extends the concepts and principles of the Toyota Way to service operations. From a sales perspective, examiners expect it to become the next "lean book" on the most wanted list. It is that well written and contains all the right concepts, information, and examples."
Shingo Examiners (winner of 2017 Shingo Professional Publication Award)


I wish to recommend to all service industry executives the new book The Toyota Way to Service Excellence: LeanTransformation in Service Organizations by Jeffrey K. Liker and Karyn Ross. Building on Jeff Liker's earlier award-winning book, The Toyota Way, the Liker and Ross book is a brilliant and eminently readable account of how to apply Toyota's principles of operational excellence to service industries. At long last, The Toyota Way to Service Excellence provides leaders of service organizations a comprehensive guide to the thinking and practices underlying Toyota's revolutionary and world-changing approach to lean operations management.  
H. Thomas Johnson, Emeritus Professor of Business, Portland State University (Oregon)

From the Publisher

Dr. Jeffrey K. Liker is Professor of Industrial and Operations Engineering at the University of Michigan and President of Liker Lean Advisors. He is author of the international best-seller, The Toyota Way: 14 Management Principles from the World’s Greatest Manufacturer, 2004 (26 languages, over 900,000 copies sold), and has coauthored eight other books about Toyota including The Toyota Way to Lean Leadership (2011).  His articles and books have won twelve Shingo Prizes for Research Excellence. In 2012 he was inducted into the Association of Manufacturing Excellence Hall of Fame and in 2016 inducted into the Shingo Academy.

 

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 companies such as Paychex, PrimePay, Zurich Insurance, and National Taxi Limo to help them 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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Product details

  • Publisher ‏ : ‎ McGraw-Hill Education; 1st edition (September 20, 2016)
  • Language ‏ : ‎ English
  • Hardcover ‏ : ‎ 448 pages
  • ISBN-10 ‏ : ‎ 1259641104
  • ISBN-13 ‏ : ‎ 978-1259641107
  • Item Weight ‏ : ‎ 1.7 pounds
  • Dimensions ‏ : ‎ 7.8 x 1.44 x 9.3 inches
  • Customer Reviews:
    4.6 out of 5 stars 72 ratings

Customer reviews

4.6 out of 5 stars
4.6 out of 5
72 global ratings
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Reviewed in the United States on December 22, 2016
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Top reviews from other countries

Amazon Customer
5.0 out of 5 stars Great book very helpful
Reviewed in the United Kingdom on August 22, 2020
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Trond Selnes
4.0 out of 5 stars Examples are good, discussions are relevant
Reviewed in the United Kingdom on May 15, 2017
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Kopite YNWA
5.0 out of 5 stars Radical
Reviewed in the United Kingdom on March 2, 2020
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Mrs J Breeze
4.0 out of 5 stars Four Stars
Reviewed in the United Kingdom on December 28, 2016
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Elaine Harrington
5.0 out of 5 stars Fast delivery
Reviewed in the United Kingdom on December 19, 2020
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5.0 out of 5 stars Fast delivery
Reviewed in the United Kingdom on December 19, 2020
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