A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer.
With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing.
Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.
Dr. Jeffrey K. Liker is Professor of Industrial and Operations Engineering at the University of Michigan and President of Liker Lean Advisors. He is author of the international best-seller, The Toyota Way: 14 Management Principles from the World’s Greatest Manufacturer, 2004 (26 languages, over 900,000 copies sold), and has coauthored eight other books about Toyota including The Toyota Way to Lean Leadership (2011). His articles and books have won twelve Shingo Prizes for Research Excellence. In 2012 he was inducted into the Association of Manufacturing Excellence Hall of Fame and in 2016 inducted into the Shingo Academy.
Liker lives in Ann Arbor, Michigan with his wife and children.
Karyn Ross is a Lean consultant and executive coach focused on driving sustainable business culture change in service organizations. She has worked with companies such as Paychex, PrimePay, Zurich Insurance, and National Taxi Limo to help them develop a culture of problem solving and improved business practices. A regular contributor to the Lean Leadership Ways Industry Week Blog, she has also written for The Lean Management Journal and Industrial Engineer Magazine. Ross resides in Naperville, Illinois.
In factories around the world, Toyota consistently makes the highest-quality cars with the fewest defects of any competing manufacturer, while using fewer man-hours, less on-hand inventory, and half the floor space of its competitors. The Toyota Way is the first book for a general audience that explains the management principles and business philosophy behind Toyota's worldwide reputation for quality and reliability.
Complete with profiles of organizations that have successfully adopted Toyota's principles, this book shows managers in every industry how to improve business processes by:Eliminating wasted time and resources Building quality into workplace systems Finding low-cost but reliable alternatives to expensive new technology Producing in small quantities Turning every employee into a qualitycontrol inspector
Leadersights: Creating Great Leaders Who Create Great Workplacesfocuses on how organizations of all types can create a leader-development system that defines critical leader behaviors, provides simple techniques for building and improving the skills that drive those behaviors, and establishes a mechanism for monitoring and enforcing those behaviors. This book details how leaders can do the same for their employees; defining and promoting behaviors required for sustaining continuous change. In addition, it synthesizes current research on change, servant leadership, group and team dynamics, job satisfaction, intrinsic motivation, psychological flow, and individual self-efficacy.
If you are stuck in a culture of compliance where an increasingly frustrated workforce continues to rely too much on leaders to solve problems, this book will guide you by:
Focusing on the critical few leadership skills that provide better results
Demonstrating proven improvement techniques, tools, and structures for higher satisfaction levels in colleagues
Offering a new leadership model blending existing theories into an integral structure
Explaining complex human systems in plain language and how they align with Lean principles
Providing several "Leadersights" – simple suggestions for immediate improvement
You will understand how to create the structure necessary to engage leaders and colleagues while driving new behavior and culture change. The author builds an effective leader development system based on current research on change, leadership, group and team dynamics, job satisfaction, intrinsic motivation, psychological flow, and self-efficacy to create the kind of workplace where people love coming to work and where they become better thinkers, leaders, and teachers.
Toyota. The name says it all: Innovation. Efficiency. Quality. Excellence.
The Toyota Way—Management Principles and Fieldbook explains how the legendary automaker consistently achieves the highest levels of manufacturing and business success—and how you can achieve similar results with your own organization, regardless of your industry. Discover Toyota’s methods then learn how to put them to practical use with these groundbreaking books:The Toyota Way—INTERNATIONAL BESTSELLER!
The Toyota Way reveals the management principles behind Toyota's worldwide reputation for quality and reliability. Dr. Jeffrey Liker, the global expert on Toyota's Lean methods, explains how you can implement the company’s principles to:Double or triple the speed of any business process Build quality into workplace systems Eliminate the huge costs of hidden waste Turn every employee into a quality-control inspector Dramatically improve your products and services The Toyota Way Fieldbook
Written as a companion volume to The Toyota Way, this hands-on guide takes the lessons of Toyota to the next level. Liker teams up with Toyota veteran David Meier to provide the diagnostic tools, worksheets, and exercises you need to craft the most effective approach for your organization. Learn how to:Develop leaders that “live” your system Transform your company into a true lean learning organization Create a culture of continuous improvement and innovation Meet all the needs of your customers Position your company for long-term success
Section One: Using the Plan-Do-Check-Adjust (PDCA) methodology, Liker and Franz contrast true PDCA thinking to that of the popular, superficial approach of copying "lean solutions." They describe the importance of developing people and show how the Toyota Way principles support and drive continuous improvement. Explaining how lean systems and processes start with a purpose that provides a true north direction for all activities, they wrap up this section by examining the glaring differences between building a system of people, processes, and problem- solving that is truly lean versus that of simply trying to "lean out" a process.
Section Two: This section brings together seven case studies as told by the sensei who led the transformation efforts. The companies range from traditional manufacturers, overhaul and maintenance of submarines, nuclear fuel rod production, health care providers, pathology labs, and product development. Each of these industries is different but the approaches used were remarkably similar.
Section Three: Beginning with a composite story describing a company in its early days of lean implementation, this section describes what went right and wrong during the initial implementation efforts. The authors bring to light some of the difficulties the sensei faces, such as bureaucracies, closed-minded mechanical thinking, and the challenges of developing lean coaches who can facilitate real change. They address the question: Which is better, slow and deep organic deployment or fast and broad mechanistic deployment? The answer may surprise you. The book ends with a discussion on how to make continuous improvement a way of life at your company and the role of leadership in any lean transformation.
The Toyota Way to Continuous Improvement is required reading for anyone seeking to transcend his or her tools-based approach and truly embrace a culture of continuous improvement.
A thought-provoking, accessible, and essential exploration of why some leaders (“Diminishers”) drain capability and intelligence from their teams, while others (“Multipliers”) amplify it to produce better results. Including a foreword by Stephen R. Covey, as well the five key disciplines that turn smart leaders into genius makers, Multipliers is a must-read for everyone from first-time managers to world leaders.
What’s the number one question leadership expert John C. Maxwell is asked while conducting his leadership conferences? “How can I implement what you teach when I’m not the top leader?”. Is it possible to lead well when you’re not the top dog? How about if the person you work for is a bad leader? The answer is a resounding yes!
Welcome to The 360° Leader. People who desire to lead from the middle of organizations face unique challenges. And they are often held back by myths that prevent them from developing their influence. Dr. Maxwell, one of the globe’s most trusted leadership mentors, debunks the myths, shows you how to overcome the challenges, and teaches you the skills you need to become a 360° leader.
If you have found yourself trying to lead from the middle of the organization, as the vast majority of professionals do, then you need Maxwell’s insights. You have a unique opportunity to exercise influence in all directions—up (to the boss), across (among your peers), and down (to those you lead). The good news is that your influence is greater than you know.
Practice the disciplines of 360° leadership and the opportunities will be endless . . . for your organization, for your career, and for your life.
Twenty-five years ago, John Maxwell published the book that forever transformed how we think about leadership. Developing the Leader Within You revolutionized the way leaders are made and in the process sold more than one million copies. Now John Maxwell returns to his classic text to include the leadership insights and practices he’s learned in the decades since the book first appeared. Thoroughly revised and with two completely new chapters, this new edition updates the foundational principles for transformative leadership that Maxwell has used as a leader for more than 40 years. No matter what arena you are called to--family, church, business, nonprofit--the principles Maxwell shares will positively impact your own life and the lives of those around you. New readers as well as longtime fans of Maxwell and the original book won’t want to miss out on this one.
No matter who you are, you can lead—and lead well.
That is the message New York Times bestselling author John C. Maxwell gives in this power-packed guidebook: Leadership 101. Here the consummate leader offers a succinct and inspiring framework for enhancing the leadership abilities you already possess. Learn how to:Follow your vision and bring others with you Produce a lasting legacy Grow the loyalty of your followers Make continual investments in the quality of your leadership Increase your ability to influence others Determine your leadership "lid" Empower others through mentoring Create a foundation of trust Use self-discipline to improve your character—and your results
One of the keys to successful leadership is applying the concepts that have made other leaders strong. Here's your opportunity to do just that.
“Dr. John Maxwell is the authority on leadership today. His innovative yet timeless principles on how to effectively lead others have personally impacted my life and my business. This is a must-read for any organization that wants to succeed in the new millennium.” -Peter Lowe, President of Peter Lowe International and Peter Lowe’s SUCCESS Seminars
“My dear friend John Maxwell has proven his ability to lead leaders. I anticipate learning even more from his new book.” -Max Lucado, Author of Just Like Jesus