Gemba Walks for Service Excellence (Record no. 1172)

MARC details
000 -LEADER
fixed length control field 02791 a2200301 4500
001 - CONTROL NUMBER
control field 1439886741
005 - DATE AND TIME OF LATEST TRANSACTION
control field 20250317100400.0
008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION
fixed length control field 250312042012GB 70 eng
020 ## - INTERNATIONAL STANDARD BOOK NUMBER
International Standard Book Number 9781439886748
037 ## - SOURCE OF ACQUISITION
Source of stock number/acquisition Taylor & Francis
Terms of availability GBP 39.99
Form of issue BB
040 ## - CATALOGING SOURCE
Original cataloging agency 01
041 ## - LANGUAGE CODE
Language code of text/sound track or separate title eng
072 7# - SUBJECT CATEGORY CODE
Subject category code TBC
Source thema
072 7# - SUBJECT CATEGORY CODE
Subject category code KJMV5
Source thema
072 7# - SUBJECT CATEGORY CODE
Subject category code TDP
Source thema
072 7# - SUBJECT CATEGORY CODE
Subject category code TBC
Source bic
072 7# - SUBJECT CATEGORY CODE
Subject category code KJMV5
Source bic
072 7# - SUBJECT CATEGORY CODE
Subject category code TDP
Source bic
072 7# - SUBJECT CATEGORY CODE
Subject category code BUS053000
Source bisac
072 7# - SUBJECT CATEGORY CODE
Subject category code TEC009060
Source bisac
072 7# - SUBJECT CATEGORY CODE
Subject category code 658.812
Source bisac
100 1# - MAIN ENTRY--PERSONAL NAME
Personal name Robert Petruska
245 10 - TITLE STATEMENT
Title Gemba Walks for Service Excellence
Remainder of title The Step-by-Step Guide for Identifying Service Delighters
250 ## - EDITION STATEMENT
Edition statement 1
260 ## - PUBLICATION, DISTRIBUTION, ETC.
Place of publication, distribution, etc. Oxford
Name of publisher, distributor, etc. Productivity Press
Date of publication, distribution, etc. 20120625
300 ## - PHYSICAL DESCRIPTION
Extent 100 p
520 ## - SUMMARY, ETC.
Expansion of summary note 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 Delighters guides 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: Shares proven techniques used in Lean manufacturing that can easily be applied to the service industry Guides new employees and veterans alike through a journey filled with real-life stories that inspire confidence Contains hands-on exercises that allow you to immediately apply the ideas to your own work Includes downloadable resources with innovative "placemats" designed to provide stepping stones on a development path for your team to achieve a competitive advantage 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.

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