Download or read book Engaging the Team at Zingerman s Mail Order written by Eduardo Lander and published by CRC Press. This book was released on 2023-10-03 with total page 68 pages. Available in PDF, EPUB and Kindle. Book excerpt: After decades of implementing Lean tools, organizations are getting serious about the heart and soul of Lean management. They are developing people to continuously improve. Most of the Lean tools, such as kanban, andon, and visual management, are designed to surface problems so you know what to work on to achieve your goal. Engaged, scientific-thinking team members solve them one by one. Toyota’s underlying assumption is that the world is complex and uncertain, and we never have the perfect solution, so whatever is implemented needs continual refinement as we learn and as the marketplace changes. If we can’t predict what is around the corner, then a key skill is being able to learn and to adapt to what appears. Where do we want to go? How can we ensure that everyone contributes to our journey? This book builds on Lean in a High-Variability Business. It is a shorter, focused introduction to developing scientific thinking through deliberate practice with Toyota Kata (TK). TK has practice routines (‘Starter Kata’) for both the learner trying to change how they approach problems to a more systematic, scientific approach, and the coach trying to teach them by helping them work toward actual goals. The focus is on the HOW of developing engaged managers and supervisors who in turn can develop an engaged workforce. There are many books about why engagement is important and descriptions of best practices, but few provide practical guidance on how to actually achieve it. And there are none in an easy-to-understand comic or graphic form. It is only through deliberate practice that we can develop a new, habitual way of thinking to avoid jumping to conclusions and let the facts and evidence guide us. Here's how one organization does it. You can too.

Download or read book Engaging the Team at Zingerman s Mail Order written by Eduardo Lander and published by . This book was released on 2023-10-03 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: After decades of implementing Lean tools, organizations are getting serious about the heart and soul of Lean management. They are developing people to continuously improve. Most of the Lean tools, such as kanban, andon, and visual management, are designed to surface problems so you know what to work on to achieve your goal. Engaged, scientific-thinking team members solve them one by one. Toyota's underlying assumption is that the world is complex and uncertain, and we never have the perfect solution, so whatever is implemented needs continual refinement as we learn and as the marketplace changes. If we can't predict what is around the corner, then a key skill is being able to learn and to adapt to what appears. Where do we want to go? How can we ensure that everyone contributes to our journey? This book builds on Lean in a High-Variability Business. It is a shorter, focused introduction to developing scientific thinking through deliberate practice with Toyota Kata (TK). TK has practice routines ('Starter Kata') for both the learner trying to change how they approach problems to a more systematic, scientific approach, and the coach trying to teach them by helping them work toward actual goals. The focus is on the HOW of developing engaged managers and supervisors who in turn can develop an engaged workforce. There are many books about why engagement is important and descriptions of best practices, but few provide practical guidance on how to actually achieve it. And there are none in an easy-to-understand comic or graphic form. It is only through deliberate practice that we can develop a new, habitual way of thinking to avoid jumping to conclusions and let the facts and evidence guide us. Here's how one organization does it. You can too.

Download or read book Lean in a High Variability Business written by Eduardo Lander and published by CRC Press. This book was released on 2021-11-30 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: "John Dewey famously pointed out, 'We don't learn from experience. We learn from reflecting on experience.' Here's your chance to learn as the three authors reflect on the (successful) struggle to build a Lean production and management system at Zingerman's Mail Order. Thousands of people visit and benchmark ZMO. This book delivers the backstory in a richly illustrated way." -- Mike Rother, author of the bestselling books Toyota Kata and The Toyota Kata Practice Guide This clever and highly engaging graphic novel details a story about one organization’s Lean journey with inspiration from the Toyota Way. Over the years, common misunderstandings about what Lean is, what the journey is like, and how to advance have proliferated. Often, these misunderstandings come from the way people simplistically talk and think about Lean as if it is some concrete thing that you insert into an organization and step back to watch the results. The authors, however, view the organization as a living system with interacting parts and constant exposure to the environment. It is dynamic, so it’s hard to predict what obstacles you will face next. Just when you think you have it solved, new challenges arise from the market, competitors, government regulations, and every direction you turn to. When you look at your organization in this way, you see Lean through a different lens. The goal is to make your processes and people into a more adaptive system so you can navigate through all the complexity and uncertainty to continually achieve your goals. This is how Toyota views things and they summarize the Toyota Way as continuous improvement and respect for people. Each person becomes a partner in struggling to learn and adapt, and specific tools are used in very different ways throughout the company to accomplish their goals. The story presented here focuses on a small company called Zingerman’s Mail Order (ZMO). Tom Root was one of the founders of this spin-off of the Zingerman’s delicatessen. The deli was founded to bring high-quality artisanal food to Ann Arbor, Michigan. The purpose of this book is not to provide a "recipe for implementation" – the authors want you to get a feeling for the struggle, for the learning process. They explain and demonstrate many Lean tools within the context of the journey and how they were adapted for this particular business. Toyota kata became the centerpiece of developing scientific thinking skills to begin to bring continuous improvement to life.

Download or read book Giving Wings to Her Team written by Tilo Schwarz and published by CRC Press. This book was released on 2023-06-01 with total page 342 pages. Available in PDF, EPUB and Kindle. Book excerpt: Denise dreamed of being the kind of leader who empowered and engaged her people, but was becoming frustrated and disillusioned. Denise -- a fast-rising, young consultant at a large advisory firm -- lands a job as a manager in industry. Crisis strikes as low-cost competitors take market share and general chaos generates late shipments. Denise goes into Lean consulting mode but quickly learns her supervisors are not buying it. They're not engaged, and they find the Lean tools confusing and a distraction from their goals of getting product out. It's going to take some magic -- magic that's available to you, the reader, too! Come with Denise on a journey of discovery and skill development, as she moves beyond the tools and concepts of Lean and focuses on daily practice that helps her supervisors achieve their goals. It's about an approach called Toyota Kata that helps anyone develop and apply scientific thinking -- an exploratory mindset of curiosity and experimentation. A mentor from an unlikely place appears and shares with Denise how to coach her team. Once her supervisors dig into real problems they face every day, they begin to engage. Step by step, with insightful inputs from her mentor, Denise starts developing the skills to become a coaching manager. She watches her team meet their current challenges and be ready for more. When you teach and practice scientific thinking and coaching skills you give wings to your team, and new worlds of opportunity open up. If you're a manager you'll identify with how the team in this story goes beyond general preaching about best practices, to practicing how to get to where they want to be. If you're a Lean practitioner frustrated with applying tools with a limited half life, you'll learn how to develop people so they can achieve their most important goals and keep going. And if you're already a Toyota Kata practitioner, well ... you will love this book!

Download or read book A Lapsed Anarchist s Approach to Building a Great Business written by Ari Weinzweig and published by Zingerman's Press. This book was released on 2010-10-15 with total page 361 pages. Available in PDF, EPUB and Kindle. Book excerpt: The first in a series of books by Zingerman's co-founding partner Ari Weinzweig examines the basic building blocks of the culture and structure we know now as Zingerman's. These approaches are applicable whether you're running a law office, a library, a restaurant, a record label, a software firm, or an organic farm. They are the behind-the-scenes "secret" stuff that goes into making a very special, sustainable business of any kind. Inc. Magazine calls it one of the Best Books for Business Owners.

Download or read book Zingerman s Guide to Giving Great Service written by Ari Weinzweig and published by Hyperion. This book was released on 2012-06-26 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: Entrepreneurial phenomenon Ari Weinzweig, co-founder of the much-loved Zingerman's Deli, shares the secrets to providing world-class customer service. Zingerman's in Ann Arbor, Michigan, is a beloved deli with some of the most loyal clientele around. It has been praised for its products and service in media outlets far and wide, including the New York Times, Men's Journal, Inc. Magazine, Esquire, Atlantic Monthly, USA Today, and Fast Company. And what started out as a small deli has grown to a flourishing restaurant, catering service, bakery, mail-order operation, creamery, and training business. Booming business and loyal customers are proof enough that the Zingerman's team knows a thing or two about customer service. Now in Zingerman's Guide to Giving Great Service, co-founder Ari Weinzweig shares the unique Zingerman method of treating customers, giving the reader step-by-step instructions on what to teach staff, how to train them, how to implement the training, how to measure their success, and finally, how to reward performance. Some of Zingerman's time-tested principles: Customers who get a great product but poor service won't be as loyal as those who are disappointed with a product but get great service. You'll get more complaints if people believe you care enough to listen to them. And that's a good thing. Employees who are rewarded, respected, and well cared for treat customers the same way.

Download or read book Zingerman s Bakehouse written by Amy Emberling and published by Chronicle Books. This book was released on 2017-10-03 with total page 259 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the must-have baking book for bakers of all skill levels. Since 1992, Michigan's renowned artisanal bakery, Zingerman's Bakehouse in Ann Arbor, has fed a fan base across the United States and beyond with their chewy-sweet brownies and gingersnaps, famous sour cream coffee cake, and fragrant loaves of Jewish rye, challah, and sourdough. It's no wonder Zingerman's is a cultural and culinary institution. Now, for the first time, to celebrate their 25th anniversary, the Zingerman's bakers share 65 meticulously tested, carefully detailed recipes in an ebook featuring more than 50 photographs and bountiful illustrations. Behind-the-scenes stories of the business enrich this collection of best-of-kind, delicious recipes for every "I can't believe I get to make this at home!" treat.

Download or read book The Great Game of Business written by Jack Stack and published by Profile Books. This book was released on 2013-07-04 with total page 386 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the early 1980s, Springfield Remanufacturing Corporation (SRC) in Springfield, Missouri, was a near bankrupt division of International Harvester. Today it's one of the most successful and competitive companies in the United States, with a share price 3000 times what it was thirty years ago. This miracle turnaround is all down to one man, Jack Stack, and his revolutionary system of Open-Book Management, in which every employee understands the company's key figures, can act on them and has a real stake in the business. In Stack's own words: 'When employees think, act and feel like owners ... everybody wins.' As a management strategy, 'the great game of business' is so simple and effective that it's been taken up by companies from Intel to Harley Davidson.

Download or read book Results Based Leadership written by David Ulrich and published by Harvard Business Press. This book was released on 1999-04-06 with total page 250 pages. Available in PDF, EPUB and Kindle. Book excerpt: A landmark book, Results-Based Leadership challenges the conventional wisdom surrounding leadership. Authors Ulrich, Zenger, and Smallwood--world-renowned experts in human resources and training--argue that it is not enough to gauge leaders by personal traits such as character, style, and values. Rather, effective leaders know how to connect these leadership attributes with results. Results-Based Leadership shows executives how to deliver results in four specific areas: results for employees, for the organization, for its customers, and for its investors. The authors provide action-oriented guidelines that readers can follow to develop and hone their own results-based leadership skills. By shifting our focus to the connection between the attributes and the results of leadership, this perceptive new guide fundamentally improves our understanding of effective leadership. Results-Based Leadership brings a refreshing clarity and directness to the leadership discussion, providing a hands-on program to help executives succeed with their leadership challenges.

Download or read book Contagious Culture Show Up Set the Tone and Intentionally Create an Organization that Thrives written by Anese Cavanaugh and published by McGraw Hill Professional. This book was released on 2015-11-13 with total page 333 pages. Available in PDF, EPUB and Kindle. Book excerpt: GET INSPIRED. GET EXCITED. GET RESULTS. A proven approach to corporate culture that’s positively contagious You are about to enter a new era of leadership. With more competiton, more connectedness, and more opportunities than ever before, this exciting new era demands a workplace culture that is collaborative, productive, energized, and contagious. A culture that encourages extraordinary growth and innovation. A culture that starts with you—showing up, setting the tone, and lighting the fire... This book is about answering that call and setting yourself up for success. It’s about improving your leadership presence and your impact, not just on others but yourself. It’s about creating the space you need to share your vision, state your intention, and jump-start your team. It’s about working yourself over—from the inside out—so you can become the strong, effective, inspiring leader you know you can be. This is Contagious Culture, a game-changing guide to transforming corporate culture from within, developed by the award-winning creator of The IEP Method to strengthen your “Intentional Energetic Presence.” This is more than a leadership book—this is your future calling. Award-winning organizational advisor Anese Cavanaugh reveals the secrets of IEP—Intentional Energetic Presence—for transforming your workplace and your life. The key to any company’s success lies in its culture. This game-changing guide shows you how to shape and revitalize this culture—by setting the tone, engaging the team, and creating a dynamic working environment that encourages growth, productivity, and innovation. It all starts with you... Using the book’s unique IEP Method, you can: Be the kind of leader people want to follow—not have to follow Craft your intention—and make a real impact Unleash your energy—and watch it spread like wildfire Unlock greater collaboration in your teams—and greater leadership in your people Show up for Others—by setting yourself up for success Bring out the best in everyone—including yourself Create a contagious work culture that people want to catch! With these proven step-by-step techniques, you can take control of the culture you work in and build a healthier, more functional environment—from the inside out. You’ll find helpful transformative tools and exercises for improving collaborations, opening communications, and implementing changes. You’ll discover the best methods for handling the toughest challenges, whether it’s hiring and firing, strategizing and organizing, busyness or burnout. Best of all, you’ll learn how to enhance your “Intentional Energetic Presence” (IEP) so you’ll always be fully present, purposeful, and prepared to share your vision with infectious energy and enthusiasm. Contagious Culture is so much more than a leadership guide. It’s a complete cultural mind-shift that’s not only exciting for you and your team—it’s absolutely, positively contagious.

Download or read book Learning to Lead Leading to Learn written by Katie Anderson and published by . This book was released on 2020-07-14 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: SPECIAL INTRODUCTORY PRICING: Enjoy first-week pricing of $18.95 on paperback books! Regular retail pricing of $23.95 becomes effective on July 22nd. It all began with the initial chance meeting of this book's author, Katie Anderson, and the book's subject, Isao Yoshino. She was an American leadership coach and consultant in her mid-career, with a newfound love of Japanese culture. He was an accomplished Japanese people-centered leader at the end of his corporate career, with a lifelong love for American culture and 40 years of inside experience with the Toyota Way. During the next five years, Anderson and Yoshino spent countless hours learning from each other, reflecting on the past, and envisioning the future. The resulting book - written by Anderson and focused on the profound lessons offered by her mentor Yoshino -- is a beautiful, one-of-a-kind tapestry. Much like the weaving of fabric -- where the beginning work is but a glimpse of the final pattern -- this book was created from many layers of intertwined conversations and reflections. If you've ever been mentored -- in business or in life -- by someone whose words, experiences, and perspectives changed you for the better, you know that an entire book of such selfless generosity and deep wisdom could change the world. For today's business professionals -- dedicated to continuous learning and people-centered leadership -- this is that book. Learning to Lead, Leading to Learn is a leadership book that defies generational or cultural divides, offering a refreshing, proven perspective for all those who dare to lead. The Best Leaders Never Lose the Humility for Learning Learning to Lead, Leading to Learn is much more than a collection of Isao Yoshino's personal stories and insights. It's a memorable, entertaining, and poignant way to highlight important leadership lessons, to record pivotal moments in Toyota's history, and to create something to help veteran and aspiring leaders reflect and learn about themselves. Yoshino's experiences help us understand how Toyota intentionally developed the culture of excellence for which it is renowned today, and how one person "learned to lead" so that he could lead with an intention to learn ... every day and in every way. "The only secret to Toyota is its attitude toward learning." -- Isao Yoshino Let the Past Inform the Future: The Role of Reflection in Leadership By looking back at the past, we can learn and therefore shape our future. Through each story in this unique and inspiring book, Anderson shares Yoshino's experiences with leadership and learning, and his efforts at self-improvement while empowering others. Through those stories, you'll hear his reflections on what he learned then ... and what he is re-learning now with a different perspective as he looks back at the totality of his career. A must-read for those who: -- Want to become more people-centered leaders -- Currently practice lean or continuous improvement methods -- Serve in leadership, coaching, or operational management roles -- Want to learn more about Toyota's history and culture -- Are inspired by heartwarming stories of personal discovery and leadership With a foreword by John Shook, Chairman of the Lean Global Network.

Download or read book Understanding and Managing Organizational Behviour Global Edition written by Jennifer M. George and published by Pearson Higher Ed. This book was released on 2014-09-10 with total page 661 pages. Available in PDF, EPUB and Kindle. Book excerpt: For one-semester, undergraduate/graduate level courses in Organizational Behavior. This title is a Pearson Global Edition. The Editorial team at Pearson has worked closely with educators around the world to include content which is especially relevant to students outside the United States. Vivid examples, thought-provoking activities—get students engaged in OB. George/Jones uses real-world examples, thought- and discussion-provoking learning activities to help students become more engaged in what they are learning. This text also provides the most contemporary and up-to-date account of the changing issues involved in managing people in organizations. The sixth edition features new cases, material addressing the economic crisis, and expanded coverage of ethics and workplace diversity. Accompanied by mymanagementlab! See the hands in the air, hear the roar of discussion–be a rock star in the classroom. mymanagementlab makes it easier for you to rock the classroom by helping you hold students accountable for class preparation, and getting students engaged in the material through an array of relevant teaching and media resources. Visit mymanagementlab.com for more information.

Download or read book Satisfaction Guaranteed written by Micheline Maynard and published by Simon and Schuster. This book was released on 2022-02-22 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: From an accomplished journalist, this illuminating chronicle of the trials, tribulations, and triumph of Zingerman’s—a beloved, $70 million-dollar Michigan-based gourmet food store with global reach—is “thoughtful reading for foodies and entrepreneurs” (Kirkus Reviews). Certain businesses are legendary, exerting immense influence in their field. Zingerman’s in Ann Arbor, Michigan, is one of those places. Over the years the flagship deli has expanded into a community of more than a dozen businesses, including a wildly successful mail order operation, restaurants, bakery, coffee roastery, creamery, candy maker, and events space—transforming Ann Arbor into a destination for food lovers. Founded in 1982 by Paul Saginaw and Ari Weinzweig, Zingerman’s philosophy of good food, excellent service, and sound finances has turned it into a company whose reach spans all corners of the gourmet food world.? Famous for its generous deli sandwiches, fresh bread, and flavorful coffee—all locally produced—Zingerman’s is also widely celebrated for its superb customer service and employee equity. The culture is one of respect and innovation, while maintaining very high standards. Every employee has access to the financial records, everyone has a voice, and everyone is heard. It has legions of enthusiastic customers, fans across the food world, and business principles and a work ethic that have been admired, analyzed, and copied. All that is revealed here, in Micheline Maynard’s Satisfaction Guaranteed. Discover how by 2019, Zingerman’s employed hundreds of employees and achieved close to $70 million in annual sales. When the pandemic struck, Zingerman’s growth momentarily screeched to a halt—but it survived by reinventing itself, while still serving its beloved food and selling its wide array of groceries. Now, as Zingerman’s looks forward to a half century in business, it is on track for stronger results than ever. A recipe for success in business and in life, Satisfaction Guaranteed provides a roadmap for manifesting joy and purpose in everything you do.

Download or read book Behind the Screen written by Sarah T. Roberts and published by Yale University Press. This book was released on 2019-06-25 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: An eye-opening look at the invisible workers who protect us from seeing humanity’s worst on today’s commercial internet Social media on the internet can be a nightmarish place. A primary shield against hateful language, violent videos, and online cruelty uploaded by users is not an algorithm. It is people. Mostly invisible by design, more than 100,000 commercial content moderators evaluate posts on mainstream social media platforms: enforcing internal policies, training artificial intelligence systems, and actively screening and removing offensive material—sometimes thousands of items per day. Sarah T. Roberts, an award-winning social media scholar, offers the first extensive ethnographic study of the commercial content moderation industry. Based on interviews with workers from Silicon Valley to the Philippines, at boutique firms and at major social media companies, she contextualizes this hidden industry and examines the emotional toll it takes on its workers. This revealing investigation of the people “behind the screen” offers insights into not only the reality of our commercial internet but the future of globalized labor in the digital age.

Download or read book Clarity First How Smart Leaders and Organizations Achieve Outstanding Performance written by Karen Martin and published by McGraw Hill Professional. This book was released on 2018-03-02 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Award-winning business performance improvement and Lean management expert Karen Martin diagnoses a ubiquitous business management and leadership problem—the lack of clarity—and outlines specific actions to dramatically improve organizational performance. Through her global consulting projects, keynote speeches, and work with thousands of leaders, Karen has seen first-hand how a pervasive lack of clarity strangles business performance and erodes employee engagement. Ambiguity is the corporate default state, a condition so prevalent that “tolerance for ambiguity” has become a clichéd job requirement. It doesn’t have to be this way. In Clarity First, Karen provides methods and insights for achieving clarity to unleash potential, innovate at higher levels, and solve the problems that matter to deliver outstanding business results. Both a visionary road map and practical guide, this book will help leaders: •Identify and communicate the organization’s true purpose •Set achievable priorities •Deliver greater customer value through more efficient processes •Provide greater transparency about true versus assumed performance •Build strong problem-solving and critical thinking capabilities throughout the organization •Develop personal clarity to be a more direct, purposeful, and successful leader Eliminating ambiguity is the first step for leaders and organizations to achieve strategic goals. Learn how to gain the clarity needed to make better decisions, lead more effectively, and boost organizational performance. When it comes to leading an outstanding organization, every great leader needs Clarity First.

Download or read book The Professional Product Owner written by Don McGreal and published by Addison-Wesley Professional. This book was released on 2018-06-04 with total page 421 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Professional Product Owner’s Guide to Maximizing Value with Scrum “This book presents a method of communicating our desires, cogently, coherently, and with a minimum of fuss and bother.” —Ken Schwaber, Chairman & Founder, Scrum.org The role of the Product Owner is more crucial than ever. But it’s about much more than mechanics: it’s about taking accountability and refocusing on value as the primary objective of all you do. In The Professional Product Owner, two leading experts in successful Scrum product ownership show exactly how to do this. You’ll learn how to identify where value can be found, measure it, and maximize it throughout your entire product lifecycle. Drawing on their combined 40+ years of experience in using agile and Scrum in product management, Don McGreal and Ralph Jocham guide you through all facets of envisioning, emerging, and maturing a product using the Scrum framework. McGreal and Jocham discuss strategy, showing how to connect Vision, Value, and Validation in ROI-focused agile product management. They lay out Scrum best-practices for managing complexity and continuously delivering value, and they define the concrete practices and tools you can use to manage Product Backlogs and release plans, all with the goal of making you a more successful Product Owner. Throughout, the authors share revealing personal experiences that illuminate obstacles to success and show how they can be overcome. Define success from the “outside in,” using external customer-driven measurements to guide development and maximize value Bring empowerment and entrepreneurship to the Product Owner’s role, and align everyone behind a shared business model Use Evidence-Based Management (EBMgt) to invest in the right places, make smarter decisions, and reduce risk Effectively apply Scrum’s Product Owner role, artifacts, and events Populate and manage Product Backlogs, and use just-in-time specifications Plan and manage releases, improve transparency, and reduce technical debt Scale your product, not your Scrum Use Scrum to inject autonomy, mastery, and purpose into your product team’s work Whatever your role in product management or agile development, this guide will help you deliver products that offer more value, more rapidly, and more often. Register your book for convenient access to downloads, updates, and/or corrections as they become available. See inside book for details.

Download or read book The Toyota Way to Service Excellence Lean Transformation in Service Organizations written by Jeffrey K. Liker and published by McGraw Hill Professional. This book was released on 2016-09-23 with total page 449 pages. Available in PDF, EPUB and Kindle. Book excerpt: The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way. 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.