Name: Gemba Walks for Service Excellence: The Step-By-Step Guide for Identifying Service Delighters [With CDROM] (en Inglés)
Price: 885.61 MXN
Availability: InStock
Author: Petruska, Robert
ISBN: 9781439886748

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portada Gemba Walks for Service Excellence: The Step-By-Step Guide for Identifying Service Delighters [With CDROM] (en Inglés)

Formato

Libro Físico

Autor

Robert Petruska

Editorial

Productivity Press

Idioma

Inglés

N° páginas

100

Encuadernación

Tapa Blanda

Dimensiones

27.7 x 21.3 x 1.0 cm

Peso

0.41 kg.

ISBN

1439886741

ISBN13

9781439886748

Categorías

Garantía y gestión de la calidad empresarial
Atención al cliente
Producción e ingeniería industrial

Gemba Walks for Service Excellence: The Step-By-Step Guide for Identifying Service Delighters [With CDROM] (en Inglés)

Robert Petruska (Autor) · Productivity Press · Tapa Blanda

Libro Físico

$ 885.61

$ 1,476.02

Ahorras: $ 590.41

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Origen: Reino Unido (Costos de importación incluídos en el precio)

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Reseña del libro "Gemba Walks for Service Excellence: The Step-By-Step Guide for Identifying Service Delighters [With CDROM] (en Inglés)"

Your customers have become increasingly sophisticated and more connected than ever--broadcasting real-time feedback to a cloud of followers who are watching your every move. As savvy customers continue to demand more for less, organizations that choose to rest on their laurels will quickly see their market share evaporate.Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delighters guides readers on a journey towards organizational effectiveness that supports a culture of service excellence. It provides a fresh perspective on how to apply Gemba Walks--visiting the areas where the service provider interacts directly with the customer--to identify new service delighters and make a lasting positive impression on customers.Using an abundance of color pictures and hand-drawn graphics, Robert Petruska builds on his considerable experience implementing Lean and quality systems to demonstrate how to create the infrastructure required for service excellence to flourish. Presented in an easy-to-follow format that anyone in the service industry can enjoy, this workbook: Shares proven techniques used in Lean manufacturing that can easily be applied to the service industry Guides new employees and veterans alike through a journey filled with real-life stories that inspire confidence Contains hands-on exercises that allow you to immediately apply the ideas to your own work Includes downloadable resources with innovative "placemats" designed to provide stepping stones on a development path for your team to achieve a competitive advantage Filled with real-world examples and stories of service excellence, the book will help you develop the counterintuitive thinking needed to discover new sources of customer delight. Designed to be used with your entire team, this workbook will guide your organization, step by step, through a plan for assessing, prioritizing, and implementing innovative ideas that will lead to unprecedented levels of service excellence.