Author Description

Whatever the industry in question, when the framework of this book is adopted the CEO, senior leadership team and all team members will gain complete visibility of service improvements and why the organisation needs them recognition of which improvements are already in the pipeline understanding how they are delivered and who is accountable for delivering them. All improvements will then be aligned with the organization’s strategic objectives. This book covers: Why continually improving services will lead to enhancing the organization’s performance and productivity What are services and products? What is the relationship between the two? Why do products always need services? What is a service product? A thorough set of methodologies used in identifying improvement opportunities, explaining why they might be important, how to project manage them and how to keep the momentum going Toyota Production System (TPS), Lean, Six Sigma, Value Stream Mapping and many more tools and practices What data can be extracted, where to draw conclusions and turn them into opportunities How and why the organization must include staff members in identifying problems and solutions What organizations should do if they have capacity and capability constraints when addressing problems and opportunities.