Tag: Service
Free Webinar Recording: How to Coach for Creativity & Service Excellence
I'm happy to be playing the role of host for a free webinar being held next Tuesday, March 28... presented by Karyn Ross, co-author of the Shingo Award-winning book The Toyota Way to Service Excellence. Her webinar is titled: "How to Coach for Creativity & Service Excellence"
Who Ever Asks “Let’s Plus/Delta” That Doctor Appointment or Hospital Stay?
It's a pretty common facilitation technique to do a "plus / delta" discussion at the end of a meeting, exercise, etc.
In the plus column...
Service and Quality Start with Who?
A Lean thinking friend's wife had emergency surgery (she is going to be fine) and my friend sent some pictures of Lean-related things he...
How to Design Poor Service: Expect 100% Utilization of People or...
tl;dr: The blog post criticizes the focus on 100% utilization of resources in businesses like American Airlines and Verizon FIOS, arguing that it leads...
