El modelo Toyota para la excelencia en los servicios

Jeffrey K. Liker, Karyn Ross

The Toyota method, a successful management philosophy, shows service companies how to gain value and get better results. A must-have for service professionals, this ground-breaking Jeffrey Liker guide takes the lean principles of the Toyota approach and applies them to sectors where quality of service is crucial to success.

Liker's famous 4P model will make it easy for you to implement lean in your organization, whether you are an executive, a manager, or a front-line worker who deals with customers regularly. These practice-proven techniques are designed to help make continuous service improvements, streamline operations, and deliver increased value to customers.

The book also shows real success stories in organizations of all kinds, such as healthcare, insurance, financial services or telecommunications, among others.