Chapter 10


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


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 ...

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