Description
Book SynopsisHow to Coach for Creativity and Service Excellence: A Lean Coaching Workbook is a self-contained workbook, in which the reader completes 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 guides the reader through a structured, systematic, easy-to-understand, habit-building approach, and function as the reader's coach'. 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.
As an internationally acclaimed lean consultant, highly experienced coach and coauthor of The Toyota Way to Service Excellence, Karyn Ross
Table of Contents
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?
