droga toyoty w uslugach

Review of “Toyota’s path to service excellence”

On how to reap the benefits of improvements, what lean techniques to use for continuous improvement and how to increase the value delivered to the customer, we will learn from a book that should become every manager’s reading: “Toyota’s Path to Service Excellence” by Jeffrey K. Liker and Karyn Ross.

It’s worth looking into because of the interesting analysis of service companies and the stories of practitioners sharing their experiences, which prove that lean principles, methods, techniques and tools work just as well in services as in manufacturing.