Gemba Walks for Service Excellence : The Step-by-Step Guide for Identifying Service Delighters

Lean LeadershipFormal LeaderGetting StartedTo Find Out Where You StandGemba WalksStanding in the Circle: A Fundamental Lean PrincipleGemba Walk: Design for the CustomerValue PropositionsEssentials for Service ExcellenceService Innovation MindsetsExample 1: Valuing CustomersExample 2: Acting on Customer Surveys (as in Right Now)Example 3: Practicing Positivity at WorkExample 4: Valuing TimeExample 5: Enabling Changes That Tie into the Human Performance SystemInnovation PlansLeading and Lagging IndicatorsGoing ForwardIndex.
Abstract: Lean LeadershipFormal LeaderGetting StartedTo Find Out Where You StandGemba WalksStanding in the Circle: A Fundamental Lean PrincipleGemba Walk: Design for the CustomerValue PropositionsEssentials for Service ExcellenceService Innovation MindsetsExample 1: Valuing CustomersExample 2: Acting on Customer Surveys (as in Right Now)Example 3: Practicing Positivity at WorkExample 4: Valuing TimeExample 5: Enabling Changes That Tie into the Human Performance SystemInnovation PlansLeading and Lagging IndicatorsGoing ForwardIndex