The Toyota Way to Service Excellence: Lean Transformation in Service Organizations

Acknowledgments

So many people have taught us and generously shared with us, it is difficult to know where to start—and end—in thanking you all. Karyn and Jeff chose to write separate acknowledgements.

From Jeff:

Unfortunately, I cannot acknowledge everyone who graciously agreed to lengthy interviews and reviewed parts of this book for accuracy. But several put an exceptional amount of time into sharing their stories, information, and then editing for accuracy. You will see there are many detailed case examples in this book. Thank you all for teaching me what the pursuit of service excellence means, not just in theory, but in the hearts of real people. Special thanks (in no particular order) to:

   Dr. Richard Zarbo, Senior Vice President and ...