O'Reilly logo

The Toyota Way to Service Excellence: Lean Transformation in Service Organizations by Karyn Ross, Jeffrey Liker

Stay ahead with the world's most comprehensive technology and business learning platform.

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, tutorials, and more.

Start Free Trial

No credit card required

Chapter 10

images

The Long Journey to a Customer-Focused Learning Organization

Transformation is a process, and as life happens there are tons of ups and downs. It’s a journey of discovery—there are moments on mountaintops and moments in deep valleys of despair.

—Rick Warren, theologian

INTRODUCTION

We organized our service excellence principles around my 4P model of the Toyota Way—philosophy, process, people, and problem solving. We described in great detail how these four simple ideas work for service excellence organized around seventeen principles. We illustrated these principles with many case examples, some real and some fictional, some manufacturing ...

With Safari, you learn the way you learn best. Get unlimited access to videos, live online training, learning paths, books, interactive tutorials, and more.

Start Free Trial

No credit card required