Gemba Walks For Service Excellence
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Gemba Walks For Service Excellence
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Author : Robert Petruska
language : en
Publisher: CRC Press
Release Date : 2018-02-05
Gemba Walks For Service Excellence written by Robert Petruska and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-02-05 with Business & Economics categories.
Your customers have become increasingly sophisticated and more connected than ever—broadcasting real-time feedback to a cloud of followers who are watching your every move. As savvy customers continue to demand more for less, organizations that choose to rest on their laurels will quickly see their market share evaporate. Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters guides readers on a journey towards organizational effectiveness that supports a culture of service excellence. It provides a fresh perspective on how to apply Gemba Walks—visiting the areas where the service provider interacts directly with the customer—to identify new service delighters and make a lasting positive impression on customers. Using an abundance of color pictures and hand-drawn graphics, Robert Petruska builds on his considerable experience implementing Lean and quality systems to demonstrate how to create the infrastructure required for service excellence to flourish. Presented in an easy-to-follow format that anyone in the service industry can enjoy, this workbook: Shares proven techniques used in Lean manufacturing that can easily be applied to the service industry Guides new employees and veterans alike through a journey filled with real-life stories that inspire confidence Contains hands-on exercises that allow you to immediately apply the ideas to your own work Includes downloadable resources with innovative "placemats" designed to provide stepping stones on a development path for your team to achieve a competitive advantage Filled with real-world examples and stories of service excellence, the book will help you develop the counterintuitive thinking needed to discover new sources of customer delight. Designed to be used with your entire team, this workbook will guide your organization, step by step, through a plan for assessing, prioritizing, and implementing innovative ideas that will lead to unprecedented levels of service excellence.
Gemba Walks For Service Excellence
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Author : Robert Petruska
language : en
Publisher: CRC Press
Release Date : 2018-02-05
Gemba Walks For Service Excellence written by Robert Petruska and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-02-05 with Business & Economics categories.
Your customers have become increasingly sophisticated and more connected than ever—broadcasting real-time feedback to a cloud of followers who are watching your every move. As savvy customers continue to demand more for less, organizations that choose to rest on their laurels will quickly see their market share evaporate. Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters guides readers on a journey towards organizational effectiveness that supports a culture of service excellence. It provides a fresh perspective on how to apply Gemba Walks—visiting the areas where the service provider interacts directly with the customer—to identify new service delighters and make a lasting positive impression on customers. Using an abundance of color pictures and hand-drawn graphics, Robert Petruska builds on his considerable experience implementing Lean and quality systems to demonstrate how to create the infrastructure required for service excellence to flourish. Presented in an easy-to-follow format that anyone in the service industry can enjoy, this workbook: Shares proven techniques used in Lean manufacturing that can easily be applied to the service industry Guides new employees and veterans alike through a journey filled with real-life stories that inspire confidence Contains hands-on exercises that allow you to immediately apply the ideas to your own work Includes downloadable resources with innovative "placemats" designed to provide stepping stones on a development path for your team to achieve a competitive advantage Filled with real-world examples and stories of service excellence, the book will help you develop the counterintuitive thinking needed to discover new sources of customer delight. Designed to be used with your entire team, this workbook will guide your organization, step by step, through a plan for assessing, prioritizing, and implementing innovative ideas that will lead to unprecedented levels of service excellence.
Gemba Walks
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Author : James P. Womack
language : en
Publisher:
Release Date : 2013
Gemba Walks written by James P. Womack and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Business & Economics categories.
In 12 new essays, ranging from the provocative to the practical and written specially for the second edition of Gemba Walks author and management expert Jim Womack reflects on the past 30 years of lean, and assesses the current state of lean today.He also shares thoughts on how lean thinking and practice can continue to make the world a better place by gaining traction in areas such as government and healthcare, provides practical guidance for how leaders everywhere can realize the full benefits of a lean management system, and shares hope for continued improvement on the path to better work and more value.Over the past 30 years, Womack has developed a method of going to visit the gemba at countless companies and keenly observing how people work together to create value. He has shared his thoughts and discoveries from these visits with the lean community through a monthly letter. With Gemba Walks second edition, Womack has selected and re-organized his key letters, as well as written 12 new essays.Gemba Walks shares his insights on topics ranging from the application of specific tools, to the role of management in sustaining lean, as well as the long-term prospects for this fundamental new way of creating value. Reading this book will reveal to readers a range of lean principles, as well as the basis for the critical lean practice of: go see, ask why, and show respect.Womack explains: - whatever happened to Toyota and what happens next to lean?- how lean got its name 25 years ago; a special essay co-authored by Jim and John Krafcik, president and CEO, Hyundai Motors America- work, management, and leadership -- what is the real work of the lean leader?- don't offshore or reshore -leanshore- why companies need fewer heroes and more farmers (who work daily to improve the processes and systems needed for perfect work and who take the time and effort to produce long-term improvement)- how "good" people who work in "bad" processes become as "bad" as the process itself- how the real practice of showing respect comes down to helping workers frame and solve their own problems- how the short-term gains from lean tools can be translated to enduring change from lean management.- how the lean manager has a "restless desire to continually rethink the organization's problems, probe their root causes, and lead experiments to test the best currently known countermeasures"By sharing his personal path of discovery, Womack sheds new light on the continued adoption and development of the most important new business system of the past fifty years. His journey will provide courage and inspiration for every lean practitioner today.
Gemba Walks The Toyota Way
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Author : Mohammed Hamed Ahmed Soliman
language : en
Publisher:
Release Date : 2020-10-13
Gemba Walks The Toyota Way written by Mohammed Hamed Ahmed Soliman and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-13 with categories.
Gemba is a Japanese word meaning the actual place where value-creating work happens. Many leaders use gemba only for solving problems, visiting only when there is an issue. Others practice gemba walks on a daily basis to follow up and monitor the situation. However, Toyota believes that leaders truly develop through daily experiences at the gemba. In reality, gemba is a principle for managing, developing and improving people and processes. It is a valuable tool that helps lean practitioners learn the true facts so they can base management decisions on the actual situation.
How To Do A Gemba Walk Coaching Gemba Walkers
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Author : Michael Bremer
language : en
Publisher: Independently Published
Release Date : 2018-09-18
How To Do A Gemba Walk Coaching Gemba Walkers written by Michael Bremer and has been published by Independently Published this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-09-18 with Business & Economics categories.
Taking a Gemba Walk to Go See, Ask Why, and Show Respect is a key way to more actively engage people in performance improvement activities. Even if you currently do Gemba Walks in all likelihood you fall short of what the best companies do. This
The Customer Driven Organization
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Author : Lance B. Coleman Sr.
language : en
Publisher: CRC Press
Release Date : 2017-07-27
The Customer Driven Organization written by Lance B. Coleman Sr. and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-07-27 with Business & Economics categories.
Does your organization provide customer satisfaction or does it inspire customer loyalty? Which is more important? See how lessons learned from the service sector were applied to manufacturing and other diverse settings, including the nonprofit sector and even on one‘s own home front.Exploring the Kano Model, The Customer-Driven Organization: Emplo
The Lean Handbook
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Author : Anthony Manos
language : en
Publisher: Quality Press
Release Date : 2010-11-19
The Lean Handbook written by Anthony Manos and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-11-19 with Business & Economics categories.
This handbook’s intention is to gather into a single reference the information related to the joint lean certification program of SME, AME, The Shingo Prize, and ASQ. This book will enhance your understanding of the certification’s Body of Knowledge (BOK) as a whole and give you a more holistic look at lean. This comprehensive handbook covers all the topics included in the BOK: cultural enablers, continuous process improvement, consistent lean enterprise culture, and business results. Written by a team of lean experts with years of experience in the field, it will be indispensible to anyone interested in implementing and sustaining a lean initiative. The book is written, by design, at the Bronze Level for certification knowledge. This means that the weightings used in the Lean BOK for the Bronze Certification were considered for the depth and breadth of material considered for each rubric. By addressing the Lean BOK at the Bronze Level, this book provides a basic understanding of the lean principles, systems, and tools at a tactical level to drive improvements with measureable results. Material from several lean practitioners with differing backgrounds and experience has been gathered to create this handbook, which serves as an ideal starting point for practitioners who want both a holistic view of lean in general and also specifically the BOK of this groundbreaking joint certification program.
Gemba Kaizen A Commonsense Low Cost Approach To Management
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Author : Masaaki Imai
language : en
Publisher: McGraw Hill Professional
Release Date : 1997-03-22
Gemba Kaizen A Commonsense Low Cost Approach To Management written by Masaaki Imai and has been published by McGraw Hill Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-03-22 with Business & Economics categories.
When it comes to making your business more profitable and successful, don't look to re-engineering for answers. A better way is to apply the concept of kaizen, which mean making simple, common-sense improvements and refinements to critical business processes.The result: greater productivity, quality, and profits achieved with minimal cost, time, and effort invested. In this book, you discover how to maximize the results of kaizen by applying it to gemba--business processes involved in the manufacture of products and the rendering of services--the areas of your business where, as the author puts it, the "real action" takes place.
Gemba Walks The Toyota Way The Place To Teach And Learn Management
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Author : Mohammed Hamed Ahmed Soliman
language : en
Publisher: Mohammed Hamed Ahmed Soliman
Release Date : 2020-10-12
Gemba Walks The Toyota Way The Place To Teach And Learn Management written by Mohammed Hamed Ahmed Soliman and has been published by Mohammed Hamed Ahmed Soliman this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-10-12 with Technology & Engineering categories.
Gemba is a Japanese word meaning the actual place where value-creating work happens. Many leaders use gemba only for solving problems, visiting only when there is an issue. Others practice gemba walks on a daily basis to follow up and monitor the situation. However, Toyota believes that leaders truly develop through daily experiences at the gemba. In reality, gemba is a principle for managing, developing and improving people and processes. It is a valuable tool that helps lean practitioners learn the true facts so they can base management decisions on the actual situation.
The Lean Expert
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Author : Joseph Niederstadt
language : en
Publisher: CRC Press
Release Date : 2014-12-03
The Lean Expert written by Joseph Niederstadt and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-03 with Business & Economics categories.
The Lean Expert: Educating and Elevating Lean Practitioners Throughout Your Organization outlines a method that can help organizations engage associates and empower them to achieve "expert status" in the nine core principles of Lean. By implementing the Lean Discipline Expert process detailed in the book, companies will demonstrate to their associates that they believe they are the organization’s greatest assets, while empowering them to make lasting improvements to the organization. The book provides a robust and proven process for creating a Lean culture. It outlines a method, with defined steps, for the development of Lean Discipline Resource People that will help associates achieve "expert status" in the core Lean principles of 5S–Visual Management, Value Stream Mapping, Standard Work, Total Productive Maintenance, Quick Changeover, Error Proofing, Process Problem Solving, Material Management, and Continuous Improvement. You will be able develop Lean strategies, create a Master Schedule, initiate activities for supporting goals and objectives, and complete a Train-the-Trainer class as well as achieve facilitation skills to teach, communicate, guide, and lead Lean overview training as well as comprehensive subject-matter training. In addition, you will understand how the Lean Discipline Expert process can help to support associate involvement at all levels and learn where and how the nine principles overlap and interact. By engaging and empowering various levels of associates throughout the organization, you will provide strength and ownership for your business and, most importantly, your associates. The book includes access to additional resources on the book’s page at www.crcpress.com. It includes a tracking mechanism for monitoring candidate progress, facilitation feedback forms, LDE checklists, and certificates of accomplishment you can use to acknowledge associates that achieve Lean Discipline Expert status.