about-brooklyn

About Karyn Ross Consulting

KRC is a different kind of consulting company.

At KRC we teach you how to use creativity combined with The Toyota Way to Service Excellence lean principles and practices.
This enables you 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.

Creativity

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

Customer Satisfaction

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

Service Excellence

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

Service Process Improvement

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

our-approach

Our Approach

Practical Creativity™

It’s much more than just problem-solving or continuous improvement!

At KRC we understand that creating and delivering the peak services that your customers want and need now and for the future is about turning vision into reality. That’s why we teach you how to generate creative, new ideas and how use Toyota Way/lean principles to turn those ideas into peak services and new products.

Generating creative new ideas

A lot of people think that creativity is only for artists. Think again. We are all creative beings. That’s what makes us human. At KRC we help people rediscover their creativity and turn it into a Creativity Habit™ through daily, deliberate, practice with a coach.

Turning ideas into reality

Then we teach you how to use The Toyota Way to Service Excellence principles and practices to turn ideas into reality to deliver the peak service experiences each of your customers desires. That’s practical!

We all know that no customer ever wants to hear the words “I can’t”.

KRC’s Practical Creativity™ approach ensures that you and your team can confidently answer each customer’s request with “Of course we can. Let’s figure out how!”

 

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How KRC Can Help You

At KRC we're dedicated to helping your business flourish, thrive and grow now and for the long-term.

To learn more about how Coached Practice quickly creates the capability and confidence
your organization needs for ongoing success, click on the tiles below.

Start With Purpose

Start With Purpose

Your Vision of Service Excellence View Details
Learn By Doing

Learn By Doing

Immediate Practice in Your Workplace View Details
Success Through Coaching

Success Through Coaching

Making Practical Creativity a Habit View Details
KRC's Mission and Values

KRC's Mission and Values

Helping People Improve The World View Details
Start With Purpose

Start With Purpose

Your Vision of Service Excellence

Does everyone in your organization have a deep understanding of your purpose?

Does your company have a Vision of Service Excellence?

Most don’t. Although many companies have vision or mission statements, they’re usually focused internally – on what the company wants to achieve – not externally – on what their customers want and need – now and for the long-term.

At KRC, we believe that service – and service excellence – is ultimately about putting the needs of others – your valued customers – above your own. And, in order to do that everyone must have both a deep understanding of the organization’s purpose and a shared Vision of Service Excellence.

That’s why KRC always starts by helping your team create your Vision of Service Excellence. Firmly rooted in both your company’s values and a deep understanding of your customers’ needs, your Vision of Service Excellence will give everyone a clear and simple picture of what service excellence looks like and what they’re striving together towards.

Learn By Doing

Learn By Doing

Immediate Practice in Your Workplace

At KRC we don’t believe in the need for long, upfront theoretical training classes, or in the use of simulations.

What we know is that people learn best by trying things out for themselves, working on real-life problems with the help of an experienced coach. Learning this way gives people the confidence that can only come from doing. It also prevents the problems associated with trying to translate concepts learned in training into actual practice.

With KRC’s Practical Creativity approach there’s no wait time, and no separation between theory and practice. Working on their processes, in their workplace, people immediately begin generating creative new ideas and using Toyota Way lean principles to turn those ideas into peak services for their customers.

Success Through Coaching

Success Through Coaching

Making Practical Creativity a Habit

Changing how we do things and working in new ways is difficult for most people to accomplish on their own. And sustaining those changes over time is even more difficult. Unless they become habits.

At KRC, we’ve found that the best way to nurture the capability, confidence and independence people need to create those new habits is through Coached Practice.

Our short, frequent Coached Practice sessions:
• Give people a structured, systematic way to develop discipline and stamina
• Support and nurture their efforts and confidence as they learn by doing
• Provide the immediate expert guidance that enables correct practice
• Teach people how to think and apply for themselves in diverse situations

Coached Practice. That’s what differentiates KRC’s approach from others and why our clients are so successful in continuously creating the peak services their customers want for the long-term.

(And we’ve got lots of experience coaching through Skype and FaceTime too!)

KRC's Mission and Values

KRC's Mission and Values

Helping People Improve The World

Our Mission

Help People Improve the World.

KRC 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.

Our Values

Synthesis: Bringing together, not taking apart; ‘And’ instead of ‘Either/Or’; Making connections that build peaceful communities.

Multiplicity of Perspectives: Every being is different and put here on earth to fulfill its unique purpose and make a 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 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; KRC values finding ways of living and working 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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“How we get there is as important as where we are going.”

our-services

Our Services

All of KRC's services are designed to enable everyone in your organization to put their learning into practice immediately.

In-person and remote options available.

Coaching

We help you develop a strong coaching culture by coaching you to coach!.

Consulting

We help you align your organization so that everyone strives towards your vision of service excellence together.

Workshops

Our workshops are customized to meet your needs and involve immediate, hands-on practice in your organization.

Custom Services

Don’t see what your business needs here? We’ll work with you to create a custom option that meets your needs.

our-service

Who We Are

Karyn RossI’m Karyn Ross, coauthor of the Shingo Award-winning,  The Toyota Way to Service Excellence: Lean Transformation in Service Organizations. 

An internationally experienced consultant, coach and lean practitioner, I’ve taught organizations of all sizes, in sectors as diverse as insurance, HR, transportation 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, I teach your team how to use Practical Creativity to continuously strive towards service excellence. By developing each person’s capability through Coached Practice, I focus 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, I specialize in developing your team’s creativity and divergent thinking skills so that your organization can flourish, thrive and grow and fulfill it’s purpose.

The Toyota Way To Service Excellence

A Shingo prize-winning must-read for executives, managers, consultants and front-line workers, 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. Using the famous 4P model, Jeff Liker and Karyn Ross show you how to develop the Lean practices your organization needs to develop people and processes that surprise and delight each of your customers.

Fascinating case studies drawn from original research and real-world examples 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.

 

recent-activities

Karyn’s Recent Activities

Check out Karyn's latest keynotes, presentations, podcasts, webinars and white papers!

ELEC 2017 – November 7 – 10, 2017 – Nijmegen, the Netherlands
2017 Colorado Lean Summit – 9/14/17
Iowa Lean Consortium – Kata for Creativity and Service Excellence Workshop – 9/12 & 13, Ankeny, IA
Gemba Academy Podcast: How to Apply Lean Through Virtual Coaching
CBC Radio Interview – Does Your Business Need a Lean Coach?
Whitepaper – PrimePay Uses the Power of Lean to Satisfy It’s Customers
Lean Service Executive Panel – 8/29/17 – Sao Paolo Brazil
3rd International Forum on Lean Management – 8/23 – 8/24/17 Argentina
work

Karyn’s Writing

Click on a photo to read Karyn's Fresh Starts, blog posts, articles and interviews.

9/19/17 – People aren’t numbers…
9/18/17 – Are you tired of failure?
9/11/17 – What you’re really saying is…I can’t…
9/8/17 – Are you bringing your ‘whole self’ to work?
9/7/17 – Here’s how to get your employees to care!
9/5/17 – Two Steps Forward…One step back…
9/4/17 – Stop waiting for ‘system’ fixes…You can start improving NOW!
8/28/17 – Go to the service gemba and see (and hear) for yourself!
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Helping People Improve The World

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Featured Clients

Dietmar Goellner, CEO, Goellner, Inc., Karyn Ross, Karyn Ross Consulting, Noah Goellner, Global Director of Continuous Improvement, Goellner, Inc




Hennig’s Commitment to Service Excellence

Although many organizations use lean in manufacturing, Hennig has taken the commitment to serving customers one step further and harnesses the power of Lean in their service operations as well.  Hennig’s vision statement "To Make Our Customers Successful" is the company's roadmap to both what they want to be and how they are going to get there.

About Hennig

Since 1950, Hennig Worldwide has been designing and producing custom machine protection and chip/coolant management products for state-of-the-art machine tools, creating regional jobs, serving their local communities, and supporting the global needs of machine tool customers.


Karyn Ross, Karyn Ross Consulting, Neha Singh, CEO, PACE

PACE Embraces Leadership Coaching

PACE’s vision is to help as many organizations as possible achieve success. Already a well-known, successful partner for change management and continuous improvement in Northern Ontario, PACE is taking the next step on their own - and their clients’ journey - by focusing on leadership coaching.

About Pace

Located in Sudbury, Ontario, Canada, PACE (Partners in Achieving Change Excellence) helps clients in the human services and mining industries achieve success by combining change management and operational excellence training and consulting.


Dan, Elaine (owner), Nicole, Sarah, Oliver




Ekemp Uses Lean in Small Business for Big Benefits

Ekemp uses lean to develop creative ways to satisfy their customers, increase efficiency and stay one-step-ahead of the competition. Ekemp has found that as a small business of five, finding the best ways to work together as a team is what will help them fulfill their Vision of Service Excellence: ‘Helping You Today for a Brighter Tomorrow!

About Ekemp

Located in Bury, UK, EKemp (EK Employment Law Consultants) provides services to insolvency practitioners in fulfilling their obligations in relation to the employees of insolvent companies and to directors of insolvent companies who might be seeking to claim redundancy.


Karyn Ross, Joe Pellicano, Director, Strategic Initiatives




PrimePay Uses the Power of Lean to Satisfy Customers

Understanding that service excellence is today’s differentiator, PrimePay has used lean principles, practices and tools to create the best way to flow value to each of their customers for the past two and a half years. The PrimePay team knows that focusing on service to their customers will help them fulfill their goal of empowering small businesses to succeed.

About PrimePay

PrimePay is a company of 500 employees headquartered in West Chester, PA. PrimePay offers payroll, time and attendance, HR services, and employee benefits service and are especially focused on serving small businesses with between one and one hundred employees.


get-connected

Connect with Us!

      By teaching people to creatively use The Toyota Way to Service Excellence principles and practices, 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

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