Last week I had the great pleasure to be interviewed about The Toyota Way to Service Excellence: Lean Transformation in Service Organizations, by Joel Gross from The KaiZone.
Joel really dug into the book and asked many great questions including:
- The beginning of the book focuses heavily on purpose. How would you describe your personal mission statement for writing the book?
- Do we need to think differently when applying The Toyota Way in service environments rather than manufacturing environment? How do we need to do that taking into account the model of four different types of services?
- How can we find consultants that will help us the most in services?