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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 7

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Macrolevel People Principles: The Context for Exceptional People to Provide Exceptional Service

Organization is a process, not a structure. Simultaneously, the process of organizing involves developing relationships from a shared sense of purpose, exchanging and creating information, learning constantly, paying attention to the results of our efforts, coadapting, coevolving, developing wisdom as we learn, staying clear about our purpose, being alert to changes from all directions . . . These are the capacities that give any organization its true aliveness, that support self organization.

—Margaret J. Wheatley, author of Finding Our Way ...

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