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Author Petruska, Robert.

Title Gemba walks for service excellence : the step-by-step guide for identifying service delighters / Robert Petruska. [O'Reilly electronic resource]

Imprint Boca Raton, Fla. : CRC Press, ©2012.
To Access:
Availalbe on O'Reilly for Public Libraries
Bookmark link: https://library.naperville-lib.org:444/record=b3164101~S1
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Description 1 online resource
Note Title from title screen.
Includes index and link to CD content.
Bibliography Includes bibliographical references.
Contents Lean Leadership; Formal Leader; Getting Started; To Find Out Where You Stand Gemba Walks; Standing in the Circle: A Fundamental Lean Principle; Gemba Walk: Design for the Customer Value Propositions Essentials for Service Excellence Service Innovation Mindsets; Example 1: Valuing Customers; Example 2: Acting on Customer Surveys (as in Right Now); Example 3: Practicing Positivity at Work; Example 4: Valuing Time; Example 5: Enabling Changes That Tie into the Human Performance System; Innovation Plans; Leading and Lagging Indicators; Going Forward Index
Subject Customer services.
Organizational effectiveness.
Customer relations.
Service à la clientèle.
Efficacité organisationnelle.
Customer relations
Customer services
Organizational effectiveness
ISBN 9781439886762 (electronic bk.)
1439886768 (electronic bk.)
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