Thursday, November 2 – 11:30 AM
Practical Creativity! Using Creativity and Lean to Satisfy Customers Now and For the Long-term!
No customer ever wants to hear the words “I can’t”. In fact, even one unsatisfactory service experience can cause today’s ever-more-particular customers to switch service companies. In order to deliver the services their customers want, now and for the long-term, organizations need to focus not simply on solving problems, but on using creativity, combined with Toyota Way principles and practices, to proactively strive towards service excellence.
About Karyn Ross:
An internationally experienced consultant, coach and practitioner, Karyn is the coauthor of the Shingo award-winning The Toyota Way to Service Excellence: Lean Transformation in Service Organizations. Focused on services, Karyn teaches people how to combine creativity with Toyota Way/lean practices, which enables them to create more effective and efficient ways of working so that they – and their customers – flourish, thrive and grow for the long term. A practicing artist, with an MFA in Sculpture, Karyn specializes in developing people’s ability to confidently use their creativity and critical thinking skills to satisfy customers, solve problems and fulfill their purpose.
About The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling 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.