A Framework for Lean in Services
Lean manufacturing has become standard practice in many industries. To help service providers Karyn Ross and I wrote The Toyota Way to Service Excellence. I will summarize the model and principles of lean service excellence.
In this session you will learn…
- What is lean in services?
- The Toyota Way to Service Excellence Model
- How to think about lean in services
About the Facilitator:
Dr. Jeffrey K. Liker is Professor Emeritus of Industrial and Operations Engineering at the University of Michigan and President of Liker Lean Advisors. He is author of the international best-seller, The Toyota Way: 14 Management Principles from the World’s Greatest Manufacturer, 2004 (26 languages, over 950,000 copies sold), and has coauthored nine other books about Toyota including Toyota Culture, The Toyota Product Development System, The Toyota Way to Lean Leadership (2011) and Developing Lean Leaders at all Levels: A Practical Guide (2014). . In 2016 he published The Toyota Way to Service Excellence and coauthored a lean transformation business novel called Trenches. His articles and books have won thirteen Shingo Prizes for Research Excellence. In 2012 he was inducted into the Association of Manufacturing Excellence Hall of Fame and in 2016 inducted into the Shingo Academy.