Service Failure

Service Failure
Author: Jeff Toister
Publisher: AMACOM/American Management Association
Total Pages: 210
Release: 2013
Genre: Business & Economics
ISBN: 0814431992

What causes poor customer service? You might be surprised.

The Toyota Way to Service Excellence: Lean Transformation in Service Organizations

The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
Author: Jeffrey K. Liker
Publisher: McGraw Hill Professional
Total Pages: 449
Release: 2016-09-23
Genre: Business & Economics
ISBN: 1259641112

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.

Factory

Factory
Author:
Publisher:
Total Pages: 1030
Release: 1918
Genre: Factory management
ISBN:

The Jeffrey Journey - 2010 Edition

The Jeffrey Journey - 2010 Edition
Author: Helen Baldwin
Publisher: Milverstead Publishing LLC
Total Pages: 298
Release: 2010-02-27
Genre: Biography & Autobiography
ISBN: 0984284737

Revised and Updated - 2010 with new resources and dedications. In May, 1997, Randy and Helen Baldwin eagerly welcomed their third child, Jeffrey, as did his older siblings, Matthew and Katie. Jeffrey's arrival, unplanned but greatly anticipated, sparked a few adjustments in this family long removed from diaper duty, but Jeffrey was obviously a special gift. Eight weeks later, life took a completely unexpected downward spiral into the depths of despair when Jeffrey was diagnosed with Spinal Muscular Atrophy (SMA), a rare, progressive genetic neuromuscular disease with deadly ramifications. The neurologist handed over the utterly devastating news that Jeffrey had a severe case of the most destructive form without a morsel of hope that anything could be done to thwart the effects of the killer disease. Faced with the nightmare that their baby was expected to die within two years and that there was no treatment or cure, Randy and Helen took their faith in God to a higher level and embarked on a quest to defy SMA and its stranglehold on their precious baby's life. They sought the expertise of alternative practitioners and relentlessly relied on prayers for Jeffrey's health and for strength, courage, and wisdom for themselves and their family. The Jeffrey Journey is the story of how one family - with friends and family, prayer, and God's grace - rose to the challenge of caring for a dying child as they also realized the countless blessings left by their angel.