The other day I was invited to coach a two-and-a-half hour visioning meeting. I was super excited for the event. The group was working to create three innovative ways to serve future customers—and the meeting was planned to be totally interactive. Problem was, I was going to be five hundred…
Have you been in the following situation: Your manager calls you into her office, sits you down and says, “I have exciting news…and a great opportunity! You’re going to coach Vice President XYZ!” Although on the outside you smile a huge smile and thank your manager for the opportunity, inside,…
Karyn’s story: I’m Karyn Ross, author of the forthcoming book How to Coach for Creativity and Service Excellence: A Lean Coaching Workbook, and co-author of Shingo-Award-winning The Toyota Way to Service Excellence. People often ask me how I learned Lean. They’re usually surprised to find out (and you may be…
They're delivering a one-two punch to defects. They're ridding the earth of process waste. They're on the front lines delivering customer service perfection. They're in leadership striving to make a difference in the world. They're kicking process improvement butt! The Wonder Women of Quality are here! This month in the…
This month’s book is The Toyota Way to Service Excellence: Lean Transformation in Service Organizations by Jeffrey Liker and Karyn Ross. About the Book: “A culture of service excellence is a slow build, takes constant vigilance to sustain, but is the only true path to greatness.” If your idea of…