Karyn Ross Consulting

Lean For Service Excellence

Contact Us For Your Free Consultation
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About Karyn Ross Consulting

KRC is a different kind of consulting company.

Our fully customized approach teaches your team how to use creativity to discover and deliver the
peak service experiences
that will satisfy each of your customers, differentiate your company
from your competitors, and fulfill your organization's purpose for the long term.

Service Excellence

Use Toyota Way to Service Excellence principles and practices to create a company-wide culture of service excellence.

Customer Satisfaction

Provide flawless service delivery to retain your current customers and grow your business by attracting new ones.

Service Process Improvement

Continuously enhance your team’s ability to deliver exactly what each customer wants, when they want it, right the first time.

Innovation

Develop your team’s ability to create new services and service delivery experiences your customers don’t yet know they want.

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Use The 4P’s to Transform Your Service Organization!

The Toyota Way to Service Excellence

A must-read for service professionals of every level, this essential book takes the proven Lean principles of the bestselling Toyota Way series and applies them directly to the industries where quality of service is crucial for success. Jeff Liker and Karyn Ross show you how to develop Lean practices throughout your organization using the famous 4P model. Whether you are an executive, manager, consultant, or frontline worker who deals with customers every day, you’ll learn how take advantage of all Lean has to offer.

With this book as your guide, you’ll gain a clear understanding of Lean and discover the principles, practices and tools needed to develop people and processes that surprise and delight each of your customers. These ground-tested techniques are designed to help you make continuous improvements in your services, streamline your operations, and add ever-increasing value to your customers. Fascinating case studies of Lean-driven success in a range of service industries, including healthcare, insurance, financial services, and telecommunications, illustrate that Lean principles and practices work as well in services as they do in manufacturing.

Drawn from original research and real-world examples, The Toyota Way to Service Excellence will help you make the leap to Lean.

Join Karyn at Anderson’s Bookshop in Naperville, IL on September 25th at 2 pm for an author talk and book signing.

Buy Now

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Our Philosophy

Practical Creativity™

Creativity is about turning vision into reality. In order to do that, first you have to have a vision – an idea – and second, you have to be able to turn that idea into a tangible reality – a product or service experience. At Karyn Ross Consulting, we specialize in teaching people Practical Creativity: how to generate creative, new ideas AND use lean principles, practices and tools to turn those ideas into the real, peak service experiences that customers crave. Here’s how it works:

Generating creative new ideas

A lot of people think that creativity is for someone else. Think again. We are all creative beings. That’s what makes us human. At KRC we help your people rediscover their creativity through deliberate, coached practice. As your people develop the Creativity Habit™ they’ll regularly generate the new ideas that form the basis of peak service experiences.

Turning ideas into reality

Many people think that creativity isn’t practical. That’s because they associate creativity with generating ideas only. At KRC we understand that generating ideas is only a starting point. KRC teaches your people how to use The Toyota Way to Service Excellence to put their ideas into practice and actually deliver the peak service experiences each of your customers desires.

At KRC we know that no customer ever wants to hear the words “I can’t”. Practical Creativity™ gives your people the ability, experience and tools to both generate ideas AND put them into practice. Our approach ensures that they can confidently answer each customer’s request with “Of course we can. Let’s figure out how!”

Pablo Picasso said, “Everything you can imagine is real.” With KRC’s Practical Creativity™ approach, just imagine what your people will be able to create for your customers.

 

our-team

Our Approach

Working together with your leadership team and your service providers in your workplace, we teach your organization an integrated, systematic approach to using creativity to deliver the peak service experiences each of your customers expects.

Click below to learn more!

How KRC Works With Your Business

How KRC Works With Your Business

An Integrated Approach to Using Creativity to Deliver Service Excellence View Details
How KRC Helps You Help Your Customers

How KRC Helps You Help Your Customers

Customized for You Based on Your Customer and Business Needs View Details
How KRC Helps You Grow Your Business

How KRC Helps You Grow Your Business

Service Excellence Attracts and Retains Customers View Details
Our Mission and Values

Our Mission and Values

Helping People Improve The World View Details
How KRC Works With Your Business

How KRC Works With Your Business

An Integrated Approach to Using Creativity to Deliver Service Excellence

Karyn Ross Consulting realizes that your business is unique and that service excellence means something different to each customer and each business.

Although it may seem impossible to imagine that there are ways to satisfy every customer, at Karyn Ross Consulting, we specialize in teaching your team how to use creativity to find the specific service solutions that meet each of their needs.

Where do we start?

Where the services for your customers are created: On your service floor, working directly with your team, we immediately begin teaching them to identify and improve the services that are causing your customers to be anything less than satisfied. They’ll start by tackling the biggest service problems first and immediately begin developing their critical thinking and creative problem solving skills. This approach ensures that your customers quickly experience the service they want, and your company sees the results it expects.

With your leadership team: To create a vision of what service excellence looks like for your specific company, we first work with your leaders to craft the short, medium and long term goals and strategies that will allow service excellence to differentiate your company from the competition. We then teach your leaders how to coach their team members to continuously develop their creative thinking skills. This enables the entire organization to systematically and strategically solve service problems and innovate to satisfy customers. You’ll strive, in alignment, towards your company’s vision of service excellence.

At Karyn Ross Consulting, success means that your team is confident, capable, and continuously using creativity to satisfy and deliver service excellence to each of your customers now and for the long term.

How KRC Helps You Help Your Customers

How KRC Helps You Help Your Customers

Customized for You Based on Your Customer and Business Needs

No customer wants to hear the words “I can’t”. Your customers do business with you because they expect your company to be able to meet each of their service needs no matter how great or small.

Coaching for Creativity
At KRC we believe that creating a culture of service excellence through creativity requires consistent coaching and practice at all levels. Through that coached practice everyone in your organization will continuously develop their critical thinking and problem solving skills. To that end we will work directly with your team, in your workplace, providing the frequent, hands-on coaching that will teach them both how to find creative solutions to meet each customer’s needs and, as well, learn how to coach others. As your team develops their skills and confidence, finding the creative solutions each of your customers expect will soon become a habit.

Toyota Way to Service Excellence Consulting
As coauthor of the Toyota Way to Service Excellence, Karyn Ross has the unique ability to help your business use the 4Ps (Purpose, Process, People and Problem Solving) and 17 principles to create an aligned, integrated, and deliberate culture of service excellence. Systematically integrating purpose, process, people and problem solving will allow you to link all levels of your company – from leadership to customer facing service reps – in striving towards fulfilling your company’s vision of service excellence.

Tailored Approach For Each Customer
Because KRC understands that the vision of service excellence is different for each business we serve, we provide a tailored approach for each of our customers. Based on your needs, we can help you:

• Deeply understand each of your customer’s service needs
• Develop and strengthen your company’s long-term purpose and mission
• Create your company’s specific vision of service excellence
• Craft the short, medium and long-term strategies for striving towards that vision of
• Help your team learn to use Toyota Way to Service Excellences principles and practices
• Teach your team how to use creativity to identify and solve service problems and innovate so that customer’s changing needs are always being met

To learn more about how we can help your specific company and your customers, please give us a call at 630-881-3068.

How KRC Helps You Grow Your Business

How KRC Helps You Grow Your Business

Service Excellence Attracts and Retains Customers

Did you know that dissatisfaction with service is one of the major reasons that customers stop doing business with a company? In fact, in 2012, at least 51% of customers switched service providers because of poor customer service experiences, causing $1.3 billion to be transferred between companies. In today’s marketplace, service excellence is no longer a ‘nice to have’, but a requirement.

At Karyn Ross Consulting, we focus your company on service excellence because that is the key to growing your business by retaining current customers and attracting new ones.

How KRC Helps You Retain Current Customers
• Because customers may not let you know that they’re dissatisfied, but simply leave, KRC helps you proactively understand each customer’s changing service needs. That way adjustments can be made before dissatisfaction occurs.
• KRC immediately begins working with your team, in your workplace, where your services are created, so that they can resolve any areas of current service dissatisfaction.
• Finally, KRC teaches you how to use the integrated Toyota Way to Service Excellence lean principles, practices and tools to ensure that your team proactively and continuously strives towards your company’s vision of service excellence.

How KRC Helps You Attract New Customers
• Customer needs are constantly changing. KRC helps you identify and create the new service offerings that will differentiate your company from others in your market niche.
• As your team learns how to use creativity to turn ‘I can’ts’ into ‘Of course we can’s’, they’ll create deep, personal relationships with each of their customers; those customers will happily recommend your company to all their friends.
• As your reputation for service excellence grows, you’ll benefit and grow as a result of customers switching away from other companies who haven’t focused on service excellence as a differentiator.

Many companies say that they are focused on customer service. At KRC, we make sure that on a day-to-day, moment-to-moment basis, your company really is.

And that’s exactly what each of your customers want. Now and for the future.

Our Mission and Values

Our Mission and Values

Helping People Improve The World

Our Mission

Karyn Ross Consulting will respect each person’s humanity while supporting them as they gain confidence in working together in new ways. By teaching people to be creative thinkers, we enable them to solve problems, make improvements, build relationships and create communities inside and outside of work.

Creativity Values

Synthesis: Bringing together, not taking apart; ‘And’ instead of ‘Either/Or’; creativity values making connections to build peaceful communities.

Multiplicity of Perspectives: Every being is different and every single being is put here on earth to fulfill its unique purpose; creativity values an open heart to every being’s unique and necessary contribution to the whole.

‘I can’: Everything you can imagine is real (Pablo Picasso); The difficult is what takes a long time, the impossible just takes a little longer (Fridtjof Nansen). There is always a way: we simply need to discover it; creativity values an open mind to the spirit of challenge and the possibility inherent in seeming impossibilities.

Responsibility: Creating the world we live in – now and for the future – is each of our responsibilities; with every choice we make, we are actively creating that world; creativity values living and working in ways that will enable life to flourish forever (John R. Ehrenfeld).

We’re put here on earth to help each other. As we continually improve ourselves and help each other, we work together to improve the world.

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Our Belief

How we get there is as important as where we are going.

Karyn Ross – Karyn Ross Consulting
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 Click Here to Download Our Brochure

our-service

Who We Are

I'm Karyn Ross.

Karyn RossI’m a purpose-driven consultant and lean coach. As well, I’m the coauthor of The Toyota Way to Service Excellence: Lean Transformation in Service Organizations. I started Karyn Ross Consulting to help businesses use creativity to grow and fulfill their purpose by focusing on service excellence.

An experienced consultant, coach and lean practitioner, I’ve taught organizations in sectors such as financial services, HR, transportation and retail how to use creativity combined with Toyota Way principles and tools to make sure that every customer receives exactly what they want, when they want it, right the first time.

While many other Lean consultants focus on implementing tools, I’m passionate about teaching your team how to use creativity to discover and deliver the solutions that will satisfy each of your customers on an ongoing basis. I focus on the means – the ‘how’ – and not just the ‘ends’ or the results – so that your team is confident in their ability to create peak service experiences now and in the future.

A practicing artist, with an MFA in Sculpture, my specialty is developing your team’s creativity and critical thinking skills so that they can continuously solve problems and innovate, a powerful combination for delivering service excellence.

At Karyn Ross Consulting, our goal is to help your company find YOUR way, because, “how we get there is as important as where we are going”.

work

Our Work

Touch each piece below to discover more!

get-connected

Get Connected

      By teaching people to be creative thinkers, we enable them to solve problems, make improvements, build relationships and create communities inside and outside of work!

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Recommendations

  • Dennis Gawlik, Service Operations Executive

    Few people get the opportunity to work with someone who not only understands lean but practices it too – correctly. Often, individuals get all wadded up on a particular tool or concept and lose track of the bigger picture. Not Karyn. I have worked with Karyn for a couple of years and have partnered with her on an approach to making lean practical, applicable and fun. She knows many of the lean thought leaders personally while also being able to understand individual situational needs of the people she works with. None of the standard formulaic methods that you get from most consultants. Rather, Karyn creates tailored programs that use classic lean concepts, embedded in The Toyota Way, that focus on identifying and meeting the needs of the customer while focusing on continuous improvement. She understands the theory and application while also knowing that there is no substitute for Going and Seeing at the Gemba. Karyn is a true pleasure to work with and can help most journeyers progress along their path towards True North. Oh, and she is a wicked artist!

    Dennis Gawlik, Service Operations Executive
  • Leslie Heckler, Senior Manager Business Process Improvement - Paychex, Inc.

    Karyn Ross is a lean practitioner, educator and coach with a passion for making the world a better place. She has outstanding lean expertise and the unique ability to turn lean thinking into delivering business results. With a focus on the service sector, Karyn applies Lean/Toyota Way principles to help organizations deliver value to their customers. Karyn’s inherent commitment to people as the heart and soul of how she coaches a team is core to her phenomenal success. Not only will your organization achieve its business goals, your people will learn how to sustain and elevate those results. If you or your organization has an opportunity to partner with Karyn, I suggest you do so; it will be an experience in driving business success you’ll not want to miss!

    Leslie Heckler, Senior Manager Business Process Improvement - Paychex, Inc.
  • Tabitha Doran - LEAN Coach

    The best coaches whether it be in sports, business, or life, not only teach you how to think for yourself, they make you feel valued as a person.  Working with Karyn, she never lets me forget what I CAN do.  She makes me feel safe to try, fail and try again.  What I value the most about her work is she doesn’t give me the solution to my problem, she guides me to it, which forces me to learn along the way.  Get your boots on because Karyn will walk with you to see your work where it happens, identify problems and help you reach your business or personal goals.

    With Karyn, you are not just a customer, you are a valued and respected human being.

    Tabitha Doran - LEAN Coach
  • Marty Stowe, Chief Service Officer - National Payroll and HR Outsourcing Company

     We engaged Karyn Ross and her company shortly after a major consolidation of our organization. Specifically we brought Karyn in to help us instill a new culture across our national organization using the principles of LEAN. Our goal was to seek out new and better ways to focus and serve our customers while at the same time ensuring that we were as efficient and effective as possible in this pursuit. Karyn immediately helped us train key employees to think and practice LEAN methodologies while at the same time provided Senior Executives a new way to think about how we can better service our client base and grow our company while maintaining a keen eye on the bottomline. Karyn’s work has been a true success story at our company and we continue to engage Karyn on an ongoing basis to help us develop our focus, execution, and customer-centric culture.

    Marty Stowe, Chief Service Officer - National Payroll and HR Outsourcing Company
  • Corinne Visscher, Owner - Bridge Barn Consulting

    Karyn is an amazingly positive person with an abundance of knowledge about releasing creativity to make improvements. She is a true leader and supports a fresh new perspective in the continuous improvement field!

    Corinne Visscher, Owner - Bridge Barn Consulting
  • Dennis Gawlik, Service Operations Executive

    Few people get the opportunity to work with someone who not only understands lean but practices it too – correctly. Often, individuals get all wadded up on a particular tool or concept and lose track of the bigger picture. Not Karyn. I have worked with Karyn for a couple of years and have partnered with her on an approach to making lean practical, applicable and fun. She knows many of the lean thought leaders personally while also being able to understand individual situational needs of the people she works with. None of the standard formulaic methods that you get from most consultants. Rather, Karyn creates tailored programs that use classic lean concepts, embedded in The Toyota Way, that focus on identifying and meeting the needs of the customer while focusing on continuous improvement. She understands the theory and application while also knowing that there is no substitute for Going and Seeing at the Gemba. Karyn is a true pleasure to work with and can help most journeyers progress along their path towards True North. Oh, and she is a wicked artist!

    Dennis Gawlik, Service Operations Executive
  • Leslie Heckler, Senior Manager Business Process Improvement - Paychex, Inc.

    Karyn Ross is a lean practitioner, educator and coach with a passion for making the world a better place. She has outstanding lean expertise and the unique ability to turn lean thinking into delivering business results. With a focus on the service sector, Karyn applies Lean/Toyota Way principles to help organizations deliver value to their customers. Karyn’s inherent commitment to people as the heart and soul of how she coaches a team is core to her phenomenal success. Not only will your organization achieve its business goals, your people will learn how to sustain and elevate those results. If you or your organization has an opportunity to partner with Karyn, I suggest you do so; it will be an experience in driving business success you’ll not want to miss!

    Leslie Heckler, Senior Manager Business Process Improvement - Paychex, Inc.
  • Tabitha Doran - LEAN Coach

    The best coaches whether it be in sports, business, or life, not only teach you how to think for yourself, they make you feel valued as a person.  Working with Karyn, she never lets me forget what I CAN do.  She makes me feel safe to try, fail and try again.  What I value the most about her work is she doesn’t give me the solution to my problem, she guides me to it, which forces me to learn along the way.  Get your boots on because Karyn will walk with you to see your work where it happens, identify problems and help you reach your business or personal goals.

    With Karyn, you are not just a customer, you are a valued and respected human being.

    Tabitha Doran - LEAN Coach
  • Marty Stowe, Chief Service Officer - National Payroll and HR Outsourcing Company

     We engaged Karyn Ross and her company shortly after a major consolidation of our organization. Specifically we brought Karyn in to help us instill a new culture across our national organization using the principles of LEAN. Our goal was to seek out new and better ways to focus and serve our customers while at the same time ensuring that we were as efficient and effective as possible in this pursuit. Karyn immediately helped us train key employees to think and practice LEAN methodologies while at the same time provided Senior Executives a new way to think about how we can better service our client base and grow our company while maintaining a keen eye on the bottomline. Karyn’s work has been a true success story at our company and we continue to engage Karyn on an ongoing basis to help us develop our focus, execution, and customer-centric culture.

    Marty Stowe, Chief Service Officer - National Payroll and HR Outsourcing Company
  • Corinne Visscher, Owner - Bridge Barn Consulting

    Karyn is an amazingly positive person with an abundance of knowledge about releasing creativity to make improvements. She is a true leader and supports a fresh new perspective in the continuous improvement field!

    Corinne Visscher, Owner - Bridge Barn Consulting

Karyn Ross Consulting

Contact Us For Your Free Consultation