“The Toyota Way to Service Excellence: Lean Transformation in Service Organizations” by Jeffrey K. Liker and Karyn Ross is a comprehensive guide that applies the principles of Lean management, originally developed by Toyota, to service-based industries. The book provides practical advice and tools for organizations to improve their service quality, streamline operations, and enhance customer satisfaction.
Liker and Ross use the famous 4P model (Philosophy, People, Process, and Problem Solving) to help organizations develop Lean practices. The book includes fascinating case studies from various service industries, such as healthcare, insurance, financial services, and telecommunications, demonstrating how Lean principles can be successfully implemented in service environments.