Book

The Toyota way to service excellence: lean transformation in service organizations

by  Jeffrey K Liker / Karyn Ross

Table Of Contents

  • The Toyota way as a general management philosophy
  • What is service excellence?
  • The Toyota way continues to evolve
  • Principle 1: philosophy of long-term systems thinking
  • Developing lean processes: a short story
  • Macroprecess principles: create a cadence of high value flowing to customers
  • Microprocess principles: make work patterns visible for continuous improvement
  • Marcolevel people principles: the context for exceptional people to provide exceptional service
  • Microlevel people principles: develop people to become masters of their craft
  • Problem-solving principles: strive toward a clear direction through experimenting
  • The long journey to a customer-focused learning organization

Subject

Management / Automobile industry and trade / Industrial management / Corporate culture / Insustrial productivity / Production management

Details

Published New York, NY. : McGraw-Hill Education, 2017
Language English
Material xxviii, 419 p. ;
ISBN 1259641104 / 9781259641107
Location
HD 9710 .J34 L727 2017 C.2
TCDC Bangkok - Closed Stack
HD 9710 .J34 L727 2017 C.1
miniTCDC - RMUTK

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