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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 5

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Macroprocess Principles: Create a Cadence of High Value Flowing to Customers

The supposition is prevalent the world over that there would be no problems in production or service if only our production workers would do their jobs in the way that they were taught. Pleasant dreams. The workers are handicapped by the system, and the system belongs to the management.

—Dr. W. Edwards Deming, quality guru

WHAT IS THE VALUE OF LEAN PROCESS PRINCIPLES?

Principles Are Not Solutions

Principles can help us think about what we want to accomplish; they do not solve problems. Mechanistic thinking seeks “best practices” to imitate. We see an excellent ...

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