The Toyota way to service excellence: lean transformation in service organizations

Prologue : the Toyota Way as a general management philosophy

1. What is service excellence?

2. The Toyota Way continues to evolve

3. Principle 1 : philosophy of long-term systems thinking

4. Developing lean processes : a short story

5. Macroprocess principles : create a cadence of high value flowing to customers

6. Microprocess principles : make work patterns visible for continuous improvement

7. Macrolevel people principles : the context for exceptional people to provide exceptional service

8. Microlevel people principles : develop people to become masters of their craft

9. Problem-solving principles : strive toward a clear direction through experimenting

10. The long journey to a customer-focused learning organization.