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

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Chapter 2

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The Toyota Way Continues to Evolve

The Toyota Way 2001 is an ideal, a standard and a guiding beacon for the people of the global Toyota organization. It expresses the beliefs and values shared by all of us.

—Fujio Cho, former Toyota president

INTRODUCTION

In the last chapter we learned that the concept of a “service organization” is more complex than it might first appear, including both routine processes that seem similar to manufacturing and complex, customized processes that defy simple recipes. We learned that the most highly rated service organizations have some common features, including a heavy emphasis on developing leaders, ...

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