The Toyota Way to Service Excellence - Jeffrey K. Liker Karyn Ross

The Toyota Way to Service Excellence: Lean Transformation in Service Organizations — Jeffrey K. Liker & Karyn Ross

Transform your service organization with Toyota’s proven Lean principles. This book shows how teams in healthcare, finance, insurance, telecom, and other service industries can improve operations, enhance customer experience, and create lasting value. Using Toyota’s 4P model—Philosophy, Processes, People & Partners, and Problem Solving—Liker and Ross provide actionable strategies for frontline staff, managers, and executives. Packed with case studies and practical tools, it’s a step-by-step guide to service excellence.

What you’ll learn:

• How to implement Lean practices in service-based organizations

• Using the 4P model to guide culture, processes, and problem-solving

• Methods to continuously improve customer experience and operational efficiency

• How to engage employees at all levels to deliver excellence

• Real-world examples from multiple service industries

Who should read this book:

• Service professionals and managers

• Executives seeking operational improvements

• Teams focused on customer satisfaction and process efficiency

• Anyone aiming to create a culture of continuous improvement

Why buy The Toyota Way from Readers’ Republik:

• Fast delivery across Kenya

• Trusted local service with secure payment options

• Curated collection of top business and management books