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

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Prologue

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The Toyota Way as a General Management Philosophy

The thieves may be able to follow the design plans and produce a loom. But we are modifying and improving our looms every day.

—Kiichiro Toyoda, founder of Toyota Motor Company (after design plans for a loom were stolen from his father’s firm)

THE PROBLEM: MISUNDERSTANDING OF LEAN AND HOW IT APPLIES HERE

Lean (along with its variations, such as six sigma, theory of constraints, lean six sigma, and specialties in different industries like agile IT development, lean construction, lean healthcare, lean finance, and lean government) has become a global movement. As with any management movement, ...

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