How to Coach for Creativity and Service Excellence

The workbook will guide the reader through a structured, systematic, easy-to-understand, habit-building approach, and function as the reader's 'coach'.

Autorentext

Coauthor of the Shingo-Award winning The Toyota Way to Service Excellence, Karyn Ross is an internationally recognized consultant, coach and lean practitioner. Karyn has taught organizations of all sizes, in sectors as diverse as insurance, HR, transportation, government, healthcare and retail how to use creativity combined with Toyota Way principles, practices and tools. This powerful combination enables organizations to deliver the peak services that each of their customers wants, now and for the future, and differentiates them from their competitors.

While many other Lean consultants focus on implementing tools, Karyn teaches people how to use Practical Creativity(TM) to continuously strive towards service excellence. By developing each person's capability through Coached Practice, Karyn focuses on the means: the 'how', and not just the 'ends' or the results, because 'how we get there is as important as where we are going'.

A practicing artist, with an MFA in Sculpture, Karyn specializes in developing people's creativity, lean and coaching skills so that each organization can flourish, thrive and grow and fulfill its purpose for the long-term.

Inhalt

Welcome Section (Preface)

Part 1: Introduction: It takes 21 Days To Make a Habit! Time to Get Started!

Day 1: Lean Service Basics

Part 2: Time to Practice!

Day 2: Always Start with Purpose

Day 3: A Vision Gives Us Something to Strive Towards Together!

Day 4: Service is About Others

Day 5: Service Value Streams Tend to Be Circular

Day 6: Creating Peak Services vs Simply Solving Problems

Day 7: Start with What Should be Happening (Target)

Day 8: Do You REALLY Know What's Going On?

Day 9: The Importance of 'Making It Visible': Both Process and Mindsets!

Day 10: The Importance of 'Making it Visible': Minding the Gap!

Day 11: Striving for Single-Piece Flow in Service Processes

Day 12: Barriers to Flow in Service Processes: Part 1

Day 13: Barriers to Flow in Service Processes: Part 2

Day 14: Barriers to Flow in Services: Part 3

Day 15: Leveling Work in Services: Part 1

Day 16: Leveling Work in Services: Part 2

Day 17: Leveling Work in Services: Part 3

Day 18: Standardized Work in Services: Part 1

Day 19: Standardized Work in Services: Part 2

Day 20: Time to Reflect!

Part 3: Conclusion: Where am I - and my learner - now? What's Next?

Day 21: What Did We Learn?