Preview
  • The Toyota Way to Service Excellence

  • Lean Transformation in Service Organizations
  • By: Jeffrey K. Liker, Karyn Ross
  • Narrated by: Doug Greene
  • Length: 15 hrs and 41 mins
  • 4.2 out of 5 stars (5 ratings)

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The Toyota Way to Service Excellence

By: Jeffrey K. Liker, Karyn Ross
Narrated by: Doug Greene
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Publisher's summary

The world's best-selling Lean expert shows service-based organizations how to go Lean, gain value, and get results - The Toyota Way.

A must-listen for service professionals of every level, this essential book takes the proven Lean principles of the best-selling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you'll learn how take advantage of all Lean has to offer.

With this book as your guide, you'll gain a clear understanding of Lean and discover the principles, practices, and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing.

Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.

©2019 McGraw-Hill Education (P)2016 McGraw Hill-Ascent Audio
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Terrible Narration

The narration is absolutely terrible. The narrator does not know the context of what is being narrated, is robotic, pauses frequently in odd places, and has inflections that do not match the content. It is very very difficult to understand what is trying to be communicated. For a book about how to bring value to the customer this totally missed the mark in this audio book. I highly suggest that you read the actual book rather than listening to this version.

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