Gemba walks for service excellence: the step-by-step guide for identifying service delighters
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Boca Raton, Fla. u.a.
CRC Press
2012
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XIV, 85 S. Ill., graph. Darst. 28 cm |
| ISBN: | 9781439886748 |
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| 100 | 1 | |a Petruska, Robert |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Gemba walks for service excellence |b the step-by-step guide for identifying service delighters |c Robert Petruska |
| 264 | 1 | |a Boca Raton, Fla. u.a. |b CRC Press |c 2012 | |
| 300 | |a XIV, 85 S. |b Ill., graph. Darst. |c 28 cm | ||
| 336 | |b txt |2 rdacontent | ||
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| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Organizational effectiveness | |
| 650 | 4 | |a Customer relations | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025749149&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
| 999 | |a oai:aleph.bib-bvb.de:BVB01-025749149 | ||
Datensatz im Suchindex
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| adam_text | Titel: Gemba walks for service excellence
Autor: Petruska, Robert
Jahr: 2012
Contents
Preface....................................................................................................vii
Acknowledgments...................................................................................ix
Introduction............................................................................................xi
1 Lean Leadership.................................................................................1
Formal Leader....................................................................................................3
Getting Started...................................................................................................4
To Find Out Where You Stand..........................................................................4
2 Gemba Walks...................................................................................11
Standing in the Circle: A Fundamental Lean Principle..................................12
Gemba Walk: Design for the Customer...........................................................14
3 Value Propositions...........................................................................45
4 Essentials for Service Excellence.....................................................59
5 Service Innovation Mindsets...........................................................71
Example 1: Valuing Customers.......................................................................73
Example 2: Acting on Customer Surveys (as in Right Now)..........................74
Example 3: Practicing Positivity at Work.........................................................74
Example 4: Valuing Time................................................................................75
Example 5: Enabling Changes That Tie into the Human
Performance System................................................................................75
Innovation Plans..............................................................................................76
Leading and Lagging Indicators......................................................................77
Going Forward.................................................................................................77
About the Author....................................................................................79
Index......................................................................................................81
|
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| dewey-full | 658.8/12 |
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| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
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| id | DE-604.BV040770780 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T00:33:34Z |
| institution | BVB |
| isbn | 9781439886748 |
| language | English |
| lccn | 2012002430 |
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| spelling | Petruska, Robert Verfasser aut Gemba walks for service excellence the step-by-step guide for identifying service delighters Robert Petruska Boca Raton, Fla. u.a. CRC Press 2012 XIV, 85 S. Ill., graph. Darst. 28 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Customer services Organizational effectiveness Customer relations HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025749149&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Petruska, Robert Gemba walks for service excellence the step-by-step guide for identifying service delighters Customer services Organizational effectiveness Customer relations |
| title | Gemba walks for service excellence the step-by-step guide for identifying service delighters |
| title_auth | Gemba walks for service excellence the step-by-step guide for identifying service delighters |
| title_exact_search | Gemba walks for service excellence the step-by-step guide for identifying service delighters |
| title_full | Gemba walks for service excellence the step-by-step guide for identifying service delighters Robert Petruska |
| title_fullStr | Gemba walks for service excellence the step-by-step guide for identifying service delighters Robert Petruska |
| title_full_unstemmed | Gemba walks for service excellence the step-by-step guide for identifying service delighters Robert Petruska |
| title_short | Gemba walks for service excellence |
| title_sort | gemba walks for service excellence the step by step guide for identifying service delighters |
| title_sub | the step-by-step guide for identifying service delighters |
| topic | Customer services Organizational effectiveness Customer relations |
| topic_facet | Customer services Organizational effectiveness Customer relations |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=025749149&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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