Book description
This book 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 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
Table of contents
- Front Cover
- Contents
- Preface
- Acknowledgments
- Introduction
- 1. Lean Leadership (1/2)
- 1. Lean Leadership (2/2)
- 2. Gemba Walks (1/7)
- 2. Gemba Walks (2/7)
- 2. Gemba Walks (3/7)
- 2. Gemba Walks (4/7)
- 2. Gemba Walks (5/7)
- 2. Gemba Walks (6/7)
- 2. Gemba Walks (7/7)
- 3. Value Propositions (1/3)
- 3. Value Propositions (2/3)
- 3. Value Propositions (3/3)
- 4. Essentials for Service Excellence (1/3)
- 4. Essentials for Service Excellence (2/3)
- 4. Essentials for Service Excellence (3/3)
- 5. Service Innovation Mindsets (1/2)
- 5. Service Innovation Mindsets (2/2)
- About the Author
Product information
- Title: Gemba Walks for Service Excellence
- Author(s):
- Release date: February 2018
- Publisher(s): Productivity Press
- ISBN: 9781439886762
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