Your customers have become increasingly sophisticated and more connected than ever—broadcasting real-time feedback to a cloud of followers who are watching your every move. As savvy customers continue to demand more for less, organizations that choose to rest on their laurels will quickly see their market share evaporate.
Gemba Walks for Service Excellence: The Step-by-Step Guide for Identifying Service Delightersguides readers on a journey towards organizational effectiveness that supports a culture of service excellence. It provides a fresh perspective on how to apply Gemba Walks—visiting the areas where the service provider interacts directly with the customer—to identify new service delighters and make a lasting positive impression on customers.
Using an abundance of color pictures and hand-drawn graphics, Robert Petruska builds on his considerable experience implementing Lean and quality systems to demonstrate how to create the infrastructure required for service excellence to flourish. Presented in an easy-to-follow format that anyone in the service industry can enjoy, this workbook:
Filled with real-world examples and stories of service excellence, the book will help you develop the counterintuitive thinking needed to discover new sources of customer delight. Designed to be used with your entire team, this workbook will guide your organization, step by step, through a plan for assessing, prioritizing, and implementing innovative ideas that will lead to unprecedented levels of service excellence.
To Find Out Where You Stand
Gemba WalksStanding in the Circle: A Fundamental Lean Principle
Gemba Walk: Design for the Customer
Essentials for Service Excellence
Service Innovation MindsetsExample 1: Valuing Customers
Example 2: Acting on Customer Surveys (as in Right Now)
Example 3: Practicing Positivity at Work
Example 4: Valuing Time
Example 5: Enabling Changes That Tie into the Human Performance System
Leading and Lagging Indicators