Die Service System Toolbox: Lean Thinking, Systems Thinking und Design Thinking
Saved in:
| Main Author: | |
|---|---|
| Other Authors: | |
| Format: | Book |
| Language: | German |
| Published: |
Schmallenberg
Ralf Gerke-Cantow
2019
Norderstedt Bod - Books on Demand 2019 |
| Edition: | Erste Auflage |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | 333 Seiten Illustrationen, Diagramme |
| ISBN: | 9783000626128 3000626123 |
Staff View
MARC
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| 250 | |a Erste Auflage | ||
| 263 | |a 201904 | ||
| 264 | 1 | |a Schmallenberg |b Ralf Gerke-Cantow |c 2019 | |
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| 653 | |a Design Thinking | ||
| 653 | |a Lean | ||
| 653 | |a Lean Thinking | ||
| 653 | |a Service | ||
| 653 | |a Systems Thinking | ||
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| 999 | |a oai:aleph.bib-bvb.de:BVB01-031062471 | ||
Record in the Search Index
| _version_ | 1804179745976352768 |
|---|---|
| adam_text | INHALTSVERZEICHNIS
TEIL
1:
LEAN
IM
SERVICE
..................................................................................
8
1.1
GRUNDPRINZIPIEN
IM
SERVICE
............................................................
8
1.2
LEAN
THINKING
..................................................................................
9
1.3
SYSTEMS
THINKING
............................................................................
16
1.4
SERVICE
DESIGN
THINKING
...............................................................
18
1.5
WERT
UND
ZWECK
...............................................................................
23
1.6
MENSCHEN
UND
DIENSTLEISTUNG
......................................................
28
1.7
IT
IN
DER
DIENSTLEISTUNG
..................................................................
32
1.8
INTEGRATION
VON
KUNDEN,
LEAN,
SYSTEM,
DESIGN,
MENSCHEN,
UND
IT
.....................................................
35
1.9
DIE
SERVICE-KREUZUNG
....................................................................
43
TEIL
2
GRUNDPRINZIPIEN
UND
MODELLE
.....................................................
48
2.1
FUER
SERVICE
RELEVANTE
LEAN
PRINZIPIEN
.........................................
48
2.1.1
GEMBA
UND
SEHEN
LERNEN
.......................................................
48
2.1.2
SERVICE,
KAIZEN
UND
KATA
.......................................................
50
2.1.3
VERSCHWENDUNG
(MUDA)
.........................................................
55
2.1.4
VARIATION
..................................................................................
67
2.1.5
RUNNER-,
REPEATER-
UND
STRANGER-AKTIVITAETSANALYSE
...........
72
2.1.6
LITTLES
GESETZ
.....................................................
76
2.1.7 PLAN
FUER
JEDE
AUFGABE
(PFET)
................................................
78
2.1.8
DAS
UMGEKEHRTE
DREIECK
........................................................
79
2.1.9
LEADER
STANDARD
WORK
(UND
KULTURBILDUNG)
.........................
80
2.1.10
DIE
TOYOTA
REGELN
UND
*DEN
HASEN
JAGEN
*
.........................
83
2.2
FUER
DEN
SERVICE
RELEVANTE
SYSTEMPRINZIPIEN
..............................
87
2.2.1
SEDDONS
SECHS
CHECK
PHASEN
..............................................
87
2.2.2
CATWOE
.................................................................................
94
2.2.3
SYSTEMGRENZE
.........................................................................
95
2.2.4
ERFORDERLICHE
VIELFALT
..............................................................
97
2.2.5 DAS
VIABLE
SYSTEM
MODEL
(VSM)
-
DAS
LEBENSFAEHIGE
SYSTEM-MODELL
.....................................................................................
98
2.2.6
PETER
SENGES
SYSTEM
REGELN
................................................
99
2.3
FUER
DEN
SERVICE
RELEVANTE
DESIGN
THINKING
PRINZIPIEN
................
104
2.3.1
EINFUEHRUNG
IN
DESIGN
THINKING
...........................................
104
2.3.2 DIE
SERVICE
DESIGN
METHODIK
...............................................
109
TEIL
3:
SERVICE-ANALYSE
UND
MAPPING
........................................................
113
3.1
UEBERBLICK
UEBER
DIE
LEAN-SERVICE
METHODE
.................................
113
3.2
EIN
SERVICE
MAPPING
RAHMEN
.....................................................
116
3.3
LEVEL
1:
SYSTEMUEBERLEGUNGEN
UND
MAKRO
MAPS
.......................
119
3.4
LEVEL
2:
PROZESS-MAPS
................................................................
128
3.4.1
LEVEL
2:
TRANSAKTIONALES
MAPPING
..........................................
137
3.4.2
LEVEL
2:
INTERAKTIVES
MAPPING
...............................................
153
3.4.3
LEVEL
2:
BENUTZERSPEZIFISCHES
PROZESS-MAPPING
................
164
3.4.4
LEVEL
2:
IDEALISIERTES
MAPPING
..............................................
174
3.5
LEVEL
3:
DETAIL
MAPPING
................................................................
181
TEIL
4:
TOOLS
FUER
LEAN
SERVICE
SYSTEME
....................................................
186
4.1
DIRFIT
UND
LERNEN:
GOODMAN,
ARGYRIS
UND
SPEAR
...................
186
4.2
KINGMAN-GLEICHUNG
UND
WARTESCHLANGEN
.................................
188
4.3
KAPAZITAETSMANAGEMENT
IM
SERVICE
.............................................
203
4.4
VARIATION,
FEHLER
UND
KOMPLEXITAET
IM
SERVICE:
WARUM
PROBLEME
AUFTRETEN
..................................................................................................
219
4.5
DEMINGS
PROFUNDES
WISSEN
UND
MEHR
ZU
WARUM
DINGE
FALSCHLAUFEN
.............................................................................................
222
4.6
STANDARD
ARBEIT
UND
STANDARDARBEITSANWEISUNGEN
IM
SERVICE....
224
4.7
5S
...................................................................................................
231
4.8
KONTROLLDIAGRAMME
FUER
DEN
SERVICE
UND
*DURCH
ZUFALL
GETAEUSCHT
*
...............................................................................................
236
4.9
FEHLER
UND
POKAYOKE
..........................................
242
4.10
A3
PROBLEMLOESUNG
UND
BERICHTE
................................................
248
X
4.11
KAIZEN
UND
WISSENSMANAGEMENT
..............................................
253
4.12
KAIZEN
EVENTS
ODER
VERBESSERUNGS-EVENTS
..............................
256
4.13
IDEEN
MANAGEMENT
.....................................................................
263
4.14
DAS
KANO
MODELL
..........................................................................
266
4.15
ANSATZPUNKTE
FUER
QUALITAET
..........................................................
268
4.16 DIE
RATER
DIMENSIONEN
UND
SERVICELUECKEN
............................
270
4.17
LOYALITAET
UND
KUNDENBINDUNG
....................................................
273
4.18
DEN
FLUSS
DES
KUNDENFEEDBACKS
UND
BESCHWERDEN
MAPPEN
277
4.19
TOTAL
PRODUCTIVE
ADMINISTRATION,
OEE
UND
OPE
.......................
280
4.20
BESTAND
(UND
INFORMATIONS-BESTAND)
IM
SERVICE
......................
287
4.21
LAYOUT,
SPAGHETTI
DIAGRAMME
UND
FEINSCHLIFF
.........................
296
4.22
MULITMOMENTAUFNAHMEN
.............................................................
303
4.23
KOMMUNIKATIONSBOARD
................................................................
304
4.24
RUESTZEITREDUKTION
IM
SERVICE
.....................................................
306
4.25
HEIJUNKA
IM
BUERO
.........................................................................
308
4.26
STRATEGIE-
(POLICY-)
DEPLOYMENT
..................................................
311
LITERATURVERZEICHNIS
...................................................................................
316
INDEX
328
|
| any_adam_object | 1 |
| author | Bicheno, John |
| author2 | Gerke-Cantow, Ralf 1972- |
| author2_role | trl |
| author2_variant | r g c rgc |
| author_GND | (DE-588)121554414 (DE-588)131370030 |
| author_facet | Bicheno, John Gerke-Cantow, Ralf 1972- |
| author_role | aut |
| author_sort | Bicheno, John |
| author_variant | j b jb |
| building | Verbundindex |
| bvnumber | BV045678964 |
| classification_rvk | QQ 250 |
| ctrlnum | (OCoLC)1102426657 (DE-599)DNB1183598998 |
| discipline | Wirtschaftswissenschaften |
| edition | Erste Auflage |
| format | Book |
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| id | DE-604.BV045678964 |
| illustrated | Illustrated |
| indexdate | 2024-07-10T08:24:45Z |
| institution | BVB |
| isbn | 9783000626128 3000626123 |
| language | German |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-031062471 |
| oclc_num | 1102426657 |
| open_access_boolean | |
| owner | DE-860 DE-Aug4 DE-898 DE-BY-UBR |
| owner_facet | DE-860 DE-Aug4 DE-898 DE-BY-UBR |
| physical | 333 Seiten Illustrationen, Diagramme |
| publishDate | 2019 |
| publishDateSearch | 2019 |
| publishDateSort | 2019 |
| publisher | Ralf Gerke-Cantow Bod - Books on Demand |
| record_format | marc |
| spelling | Bicheno, John (DE-588)121554414 aut The Service System Toolbox Die Service System Toolbox Lean Thinking, Systems Thinking und Design Thinking John Bicheno. Aus dem Englischen übertragen, überarbeitet und erweitert von Ralf Gerke-Cantow Erste Auflage 201904 Schmallenberg Ralf Gerke-Cantow 2019 Norderstedt Bod - Books on Demand 2019 333 Seiten Illustrationen, Diagramme txt rdacontent n rdamedia nc rdacarrier Lean Management (DE-588)4300840-9 gnd rswk-swf Design Thinking (DE-588)1052824455 gnd rswk-swf Dienstleistungsbetrieb (DE-588)4012181-1 gnd rswk-swf Design Thinking Lean Lean Thinking Service Systems Thinking Dienstleistungsbetrieb (DE-588)4012181-1 s Lean Management (DE-588)4300840-9 s Design Thinking (DE-588)1052824455 s DE-604 Gerke-Cantow, Ralf 1972- (DE-588)131370030 trl oth In Beziehung stehende Ressource 9780956830708 DNB Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=031062471&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Bicheno, John Die Service System Toolbox Lean Thinking, Systems Thinking und Design Thinking Lean Management (DE-588)4300840-9 gnd Design Thinking (DE-588)1052824455 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| subject_GND | (DE-588)4300840-9 (DE-588)1052824455 (DE-588)4012181-1 |
| title | Die Service System Toolbox Lean Thinking, Systems Thinking und Design Thinking |
| title_alt | The Service System Toolbox |
| title_auth | Die Service System Toolbox Lean Thinking, Systems Thinking und Design Thinking |
| title_exact_search | Die Service System Toolbox Lean Thinking, Systems Thinking und Design Thinking |
| title_full | Die Service System Toolbox Lean Thinking, Systems Thinking und Design Thinking John Bicheno. Aus dem Englischen übertragen, überarbeitet und erweitert von Ralf Gerke-Cantow |
| title_fullStr | Die Service System Toolbox Lean Thinking, Systems Thinking und Design Thinking John Bicheno. Aus dem Englischen übertragen, überarbeitet und erweitert von Ralf Gerke-Cantow |
| title_full_unstemmed | Die Service System Toolbox Lean Thinking, Systems Thinking und Design Thinking John Bicheno. Aus dem Englischen übertragen, überarbeitet und erweitert von Ralf Gerke-Cantow |
| title_short | Die Service System Toolbox |
| title_sort | die service system toolbox lean thinking systems thinking und design thinking |
| title_sub | Lean Thinking, Systems Thinking und Design Thinking |
| topic | Lean Management (DE-588)4300840-9 gnd Design Thinking (DE-588)1052824455 gnd Dienstleistungsbetrieb (DE-588)4012181-1 gnd |
| topic_facet | Lean Management Design Thinking Dienstleistungsbetrieb |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=031062471&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT bichenojohn theservicesystemtoolbox AT gerkecantowralf theservicesystemtoolbox AT bichenojohn dieservicesystemtoolboxleanthinkingsystemsthinkingunddesignthinking AT gerkecantowralf dieservicesystemtoolboxleanthinkingsystemsthinkingunddesignthinking |