9781439886748

Gemba Walks for Service Excellence: The Step-by-step Guide for Identifying Service Delighters

by
  • ISBN13:

    9781439886748

  • ISBN10:

    1439886741

  • Edition: CD
  • Format: Paperback
  • Copyright: 2012-06-25
  • Publisher: Taylor & Francis

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Supplemental Materials

What is included with this book?

  • The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.
  • The Rental copy of this book is not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

Summary

This book provides a fresh perspective on how to apply Gemba Walks to identify new service delighters and make a positive impression on customers. It takes readers on a journey towards organizational effectiveness that supports a culture of service excellence. Using simple yet dynamic graphics, the author illustrates how to create the infrastructure needed for service excellence to flourish. Designed to be used with your entire team, this workbook guides you through a step-by-step plan for assessing, prioritizing, and implementing innovative ideas that will lead to customer delight.

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