Gemba Walks for Service Excellence

Author: Robert Petruska
Publisher: CRC Press
ISBN: 1439886768
Format: PDF
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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 a CD 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.

DevOps

Author: Джен Ким, Патрик Дебуа, Джон Уиллис, Джез Хамбл
Publisher: "Манн, Иванов и Фербер"
ISBN: 500100750X
Format: PDF, ePub, Docs
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Цель книги – показать, как следует применять созданные с помощью DevOps преобразования,, в которых авторы участвовали или которые наблюдали со стороны, а также развеять множество мифов о том, почему DevOps не работает в тех или иных ситуациях.

The Customer Driven Organization

Author: Lance B. Coleman, Sr.
Publisher: CRC Press
ISBN: 1482217112
Format: PDF, Mobi
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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: Employing the Kano Model explains why just meeting customer needs is no longer enough for today’s organizations. It explains how to identify true customers—both internal and external. Readers will learn how to directly apply Kano principles in their own business environments or personal lives, to establish priorities, increase efficiency, improve communication, and expand on existing relationships. The book explains how to establish a value proposition for your organization and, more importantly, how and when to provide "delightful" service. Demonstrating how to incorporate the Kano philosophy into your day-to-day activities, this book is a must-read for any organization or individual looking to do more with less by achieving a truly customer-driven focus.

Lean For Dummies

Author: Natalie J. Sayer
Publisher: John Wiley & Sons
ISBN: 1118237722
Format: PDF, ePub, Mobi
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Take charge and engage your enterprise in a Lean transformation Have you thought about using Lean in your business or organization, but are not really sure how to implement it? Or perhaps you're already using Lean, but you need to get up to speed. Lean For Dummies shows you how to do more with less and create an enterprise that embraces change. In plain-English, this friendly guide explores the general overview of Lean, how flow and the value stream works, and the best ways to apply Lean to your enterprise. This revised edition includes the latest tools, advice, and information that can be used by everyone — from major corporations to small business, from non-profits and hospitals to manufacturers and service corporations. In addition, it takes a look at the successes and failures of earlier Lean pioneers — including Toyota, the inventors of Lean — and offer case studies and hands-on advice. The latest on the Six Sigma and Lean movements The role of technology and the expanding Lean toolbox Case studies enhance the material Lean For Dummies gives today's business owners and upper level management in companies of all sizes and in all industries, the tools and information they need to streamline process and operate more efficiently.

The Business Book

Author: DK
Publisher: Penguin
ISBN: 1465438386
Format: PDF, Mobi
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The Business Book clearly and simply explains all of the key theories that have shaped the world of business, management, and commerce. Using easy-to-follow graphics and artworks, succinct quotations, and thoroughly accessible text, The Business Book introduces the would-be entrepreneur and general reader alike to the work of great commercial thinkers, leaders, and gurus. The Business Book includes: - Almost 100 quotations from the great business thinkers and gurus - Information on every facet of business management, including alternative business models, with real life examples from the marketplace - A structure that takes the reader through every stage of business strategy, from start-up to delivering the goods The clear and concise summaries, graphics, and quotations in The Business Book will help even the complete novice understand the key ideas behind business success.

The Lean Certification Handbook

Author: Anthony Manos
Publisher: ASQ Quality Press
ISBN: 0873898044
Format: PDF, Kindle
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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.

The Operations Management Complete Toolbox Collection

Author: Randal Wilson
Publisher: FT Press
ISBN: 0133742695
Format: PDF, Mobi
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For operations managers, running a smooth and efficient organization is more crucial than ever -- and it's more difficult, too. Fortunately, there's a secret to success: a proven approach and toolset that can help operations managers free up resources, eliminate unnecessary meetings, and get more done faster. The approach is named "The Power of Completion," and the tools have been honed by expert project managers through decades of experience. In The Operations Manager's Toolbox, operations manager and PMP-certified project manager Randal Wilson shows how to apply the Project Management (PM) discipline to completing the crucial "smaller" tasks that can help the organization quickly drive substantial improvements in efficiency and performance. ¿ The Encyclopedia of Operations Management is the perfect "field manual" for every supply chain or operations management practitioner and student. The field's only single-volume reference, it's uniquely convenient and uniquely affordable. With nearly 1,500 well-organized definitions, it can help students quickly map all areas of operations and supply chain management, and prepare for case discussions, exams, and job interviews. For instructors, it serves as an invaluable desk reference and teaching aid that goes far beyond typical dictionaries. For working managers, it offers a shared language, with insights for improving any process and supporting any training program. ¿ It thoroughly covers: accounting, customer service, distribution, e-business, economics, finance, forecasting, human resources, industrial engineering, industrial relations, inventory management, healthcare management, Lean Sigma/Six Sigma, lean thinking, logistics, maintenance engineering, management information systems, marketing/sales, new product development, operations research, organizational behavior/management, personal time management, production planning and control, purchasing, reliability engineering, quality management, service management, simulation, statistics, strategic management, systems engineering, supply and supply chain management, theory of constraints, transportation, and warehousing. Multiple figures, graphs, equations, Excel formulas, VBA scripts, and references support both learning and application.

Designing for Growth

Author: Jeanne Liedtka
Publisher: Columbia University Press
ISBN: 0231158386
Format: PDF, ePub
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Outlines the popular business trend through which abstract ideas are developed into practical applications for maximum growth, sharing coverage of its mindset, techniques and vocabulary to reveal how design thinking can address a range of problems and become a core component of successful business practice.

The Kaizen Event Planner

Author: Karen Martin
Publisher: CRC Press
ISBN: 9781439827826
Format: PDF, ePub, Docs
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Kaizen Events are an effective way to train organizations to break unproductive habits and adopt a continuous improvement philosophy while, at the same time, achieve breakthrough performance-level results. Through Kaizen Events, cross-functional teams learn how to make improvements in a methodological way. They learn how to quickly study a process, identify and prioritize improvement opportunities, implement change, and sustain their gains. Most importantly, they learn how to work with one another to solve problems rapidly and in a highly effective way. In The Kaizen Event Planner: Achieving Rapid Improvement in Office, Service, and Technical Environments, authors Karen Martin and Mike Osterling provide a practical how-to guide for planning and executing Kaizen Events in non-manufacturing settings, and conducting post-Event follow-ups to sustain the improvements made. Geared to continuous improvement professionals and leaders within the office areas of manufacturing, the service sector and knowledge-worker environments, this book provides the methodology and practical tools for generating measurable results, while building a motivated workforce and laying the foundation for continuous improvement. The Kaizen Event Planner provides those responsible for improving office, service, and technical processes with the skills to effectively scope the activity, engage the right people, and facilitate successful Events! An accompanying CD provides immediate access to a number of Excel-based tools.

Staying Lean

Author: Peter Hines
Publisher: CRC Press
ISBN: 9781439826188
Format: PDF
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The first edition of this highly acclaimed publication received a Shingo Research and Professional Publication Prize in 2009. Explaining how to create and sustain a Lean business, it followed Cogent Power’s first two Lean Roadmaps along their journey. Since then, much has changed. Several members of Cogent Power’s senior management have moved on, steel prices have declined, and the credit crisis has sparked an unstable global economy. Set against these developments, Staying Lean: Thriving, Not Just Surviving, Second Edition reports on Cogent Power’s response to these issues—detailing how they worked through their third Lean Roadmap. It also: Guides readers with readily reproducible advice and an easy-to-follow model for sustaining Lean improvements Presents a case study of a successful multinational Lean implementation Covers a six-year Lean transformation from start to finish, illustrating the application of three distinct roadmaps Focusing on how to sustain change, the new edition of this bestselling reference, illustrates the experience of a multi-national company that successfully implemented Lean in its manufacturing and commercial operations. Based on a model of sustainable change, the text defines by example the elements of successful Lean management that are often difficult to emulate as well as the more visible features of process management.