Gemba Walks for Service Excellence - The Step-by-Step Guide for Identifying Service Delighters

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 infras