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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 4

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Developing Lean Processes: A Short Story

Conventional project management attempts to define what to do and when by defining a detailed plan and trying to stick to it. . . . This almost never works. Lean companies create a web of small, constantly operating, rapid, cadenced cycles.

—Allen Ward and Durward Sobek, Lean Product and Process Development

HOW DO WE CREATE LEAN PROCESSES?

Efficiently flow high value to customers and get it right every time. Can anything be more simple? Do this, and you have lean processes, your customers will love you, and your competitors will be quaking in their boots. Of course, it is anything but simple. ...

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