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How to Coach for Creativity and Service Excellence

Karyn Ross
€107.99
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Author_Karyn Ross
behavioral change facilitation
Bigger Idea
Bullet Point List
Business Quotes
Category=KJMB
Category=KJMV5
Category=KJU
Coaching Process
Coaching Section
Coaching Session
Customer Service Interaction
Daily Huddles
daily lean practice for services
Divergent Thinking
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eq_business-finance-law
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eq_nobargain
eq_non-fiction
Fast Casual Restaurant
Frowny Faces
Huddle Boards
KPI
Lean Coaching
lean service transformation
organizational coaching models
Overburden
PDCA Cycle
Peak Services
Phone System
process visualization techniques
Sakichi Toyoda
Service Excellence
service operations management
Service Representatives
Single Piece Flow
standardized work implementation
Today's Digital Age
Today’s Digital Age
Visual Boards
Visual Management System

Product details

  • ISBN 9780367136567
  • Weight: 500g
  • Dimensions: 210 x 280mm
  • Publication Date: 28 Jan 2019
  • Publisher: Taylor & Francis Ltd
  • Publication City/Country: GB
  • Product Form: Hardback
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Description

How 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 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’. Changing what we do – and seeing the different result - changes how we think, not the opposite!

• Adapt lean in a way that makes sense for their service organization. Lean practitioners working in service organizations may have difficulty adapting lean manufacturing practices to meet the special ‘people’ considerations found in services.

• Practice continuously to make a habit. Coaching helps people develop the discipline and stamina needed to turn new behaviors into habits.

That’s the beauty of this book! It functions as the reader’s personal ‘coach’, 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!
About Karyn Ross
Coauthor of the Shingo-Award winning The Toyota Way to Service Excellence, Karyn Ross is an internationally recognized consultant, coach and lean practitioner. Karyn has taught organizations of all sizes, in sectors as diverse as insurance, HR, transportation, government, healthcare and retail how to use creativity combined with Toyota Way principles, practices and tools. This powerful combination enables organizations to deliver the peak services that each of their customers wants, now and for the future, and differentiates them from their competitors. While many other Lean consultants focus on implementing tools, Karyn teaches people how to use Practical Creativity™ to continuously strive towards service excellence. By developing each person’s capability through Coached Practice, Karyn focuses on the means: the ‘how’, and not just the ‘ends’ or the results, because 'how we get there is as important as where we are going'. A practicing artist, with an MFA in Sculpture, Karyn specializes in developing people’s creativity, lean and coaching skills so that each organization can flourish, thrive and grow and fulfill its purpose for the long-term.

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