96 pages | 120 B/W Illus.
How to Coach for Creativity and Service Excellence: A Lean Coaching Workbook is a self-contained workbook, enabling the reader to complete twenty-one days of practical exercises and activities focused on creativity, lean and coaching (one set per day). This will enable the reader to develop their capability and confidence to be creative, adapt lean principles, practices and tools to their unique service organization and coach others to do the same. The workbook will guide the reader through a structured, systematic, easy-to-understand, habit-building approach, and function as the reader’s ‘coach’.
As an international lean consultant, highly experienced coach and coauthor of The Toyota Way to Service Excellence, Karyn Ross is often asked to help service organizations that are struggling to translate lean principles into the sustainable practices that will meet their - and their customers' - unique needs, now and for the long-term. Over the years, Karyn has found that the best way for organizations to overcome this struggle is to develop a network of coaches who can help people at all levels:
• Learn by ‘doing’. Although we tend to think that changing people’s thinking (mindset) first will change what they do, the reverse is actually true: changing what we do, and seeing the different result - changes how we think.
• Adapt lean in a way that makes sense for their service organization. Lean practitioners working in service organizations often come from manufacturing backgrounds. They may have difficulty adapting lean manufacturing practices to meet the special ‘people’ considerations found in services. As well, difficulty ‘translating’ lean language into the pictures, language and stories that resonate in their particular business also often occurs.
• Practice continuously to make a habit. Change is difficult. Improving anything requires constant practice. Without a coach to help develop the discipline and stamina needed to turn new behaviors into habits, most people will revert to old ways of ‘doing’…and with that, old ways of ‘thinking’.
That’s where this book comes in: functioning as the reader’s personal ‘coach’ and guiding them through the daily practice required to make new behaviors (and the resulting new thinking) a habit, so that they can coach their organization to success!
Written in a workbook style, each chapter contains a short section of theory (including examples drawn from a wide variety of service sectors), then exercises and activities that the reader will complete right in the workbook to turn theory into the practice that ensures real learning. As the reader ‘works’ their way through the book, they will reclaim their creativity, learn Karyn’s tried-and-true 15-minute a day coaching approach and adapt lean principles, practices and tools to their particular service organization.
Welcome Section (Preface)
Part 1: Introduction: It takes 21 Days To Make a Habit! Time to Get Started!
Day 1: Lean Service Basics
Part 2: Time to Practice!
Day 2: Always Start with Purpose
Day 3: A Vision Gives Us Something to Strive Towards Together!
Day 4: Service is About Others
Day 5: Service Value Streams Tend to Be Circular
Day 6: Creating Peak Services vs Simply Solving Problems
Day 7: Start with What Should be Happening (Target)
Day 8: Do You REALLY Know What’s Going On?
Day 9: The Importance of ‘Making It Visible’: Both Process and Mindsets!
Day 10: The Importance of ‘Making it Visible’: Minding the Gap!
Day 11: Striving for Single-Piece Flow in Service Processes
Day 12: Barriers to Flow in Service Processes: Part 1
Day 13: Barriers to Flow in Service Processes: Part 2
Day 14: Barriers to Flow in Services: Part 3
Day 15: Leveling Work in Services: Part 1
Day 16: Leveling Work in Services: Part 2
Day 17: Leveling Work in Services: Part 3
Day 18: Standardized Work in Services: Part 1
Day 19: Standardized Work in Services: Part 2
Day 20: Time to Reflect!
Part 3: Conclusion: Where am I - and my learner - now? What’s Next?
Day 21: What Did We Learn?