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Dedication
by Karyn Ross, Jeffrey Liker
The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
Cover
Title Page
Copyright Page
Dedication
Contents
Acknowledgments
Prologue The Toyota Way as a General Management Philosophy
Chapter 1 What Is Service Excellence?
Chapter 2 The Toyota Way Continues to Evolve
Chapter 3 Principle 1: Philosophy of Long-Term Systems Thinking
Chapter 4 Developing Lean Processes: A Short Story
Chapter 5 Macroprocess Principles: Create a Cadence of High Value Flowing to Customers
Chapter 6 Microprocess Principles: Make Work Patterns Visible for Continuous Improvement
Chapter 7 Macrolevel People Principles: The Context for Exceptional People to Provide Exceptional Service
Chapter 8 Microlevel People Principles: Develop People to Become Masters of Their Craft
Chapter 9 Problem-Solving Principles: Strive Toward a Clear Direction Through Experimenting
Chapter 10 The Long Journey to a Customer-Focused Learning Organization
Notes
For Further Reading
Index
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For our family, friends, and teachers.
We need you to inspire and teach us.
Jeff Liker
Karyn Ross
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