The Toyota Way to Service Excellence: Lean Transformation in Service Organizations By Jeffrey K. Liker Karyn Ross
The world’s bestselling Lean expert shows service-based organizations how to go Lean, gain value, and get results—The Toyota Way.
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.
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The Next Person You Meet in Heaven: The Sequel to The Five People You Meet in Heaven By Mitch AlbomKSh1,195.00Add to cart
In this enchanting sequel to the number one bestseller The Five People You Meet in Heaven, Mitch Albom tells the story of Eddie’s heavenly reunion with Annie—the little girl he saved on earth—in an unforgettable novel of how our lives and losses intersect.
Fifteen years ago, in Mitch Albom’s beloved novel, The Five People You Meet in Heaven, the world fell in love with Eddie, a grizzled war veteran- turned-amusement park mechanic who died saving the life of a young girl named Annie. Eddie’s journey to heaven taught him that every life matters. Now, in this magical sequel, Mitch Albom reveals Annie’s story.
The accident that killed Eddie left an indelible mark on Annie. It took her left hand, which needed to be surgically reattached. Injured, scarred, and unable to remember why, Annie’s life is forever changed by a guilt-ravaged mother who whisks her away from the world she knew. Bullied by her peers and haunted by something she cannot recall, Annie struggles to find acceptance as she grows. When, as a young woman, she reconnects with Paulo, her childhood love, she believes she has finally found happiness.
As the novel opens, Annie is marrying Paulo. But when her wedding night day ends in an unimaginable accident, Annie finds herself on her own heavenly journey—and an inevitable reunion with Eddie, one of the five people who will show her how her life mattered in ways she could not have fathomed.
Poignant and beautiful, filled with unexpected twists, The Next Person You Meet in Heaven reminds us that not only does every life matter, but that every ending is also a beginning—we only need to open our eyes to see it.
The art of war by Sun Tzu (Small)KSh1,150.00Add to cart
The art of war is of vital importance to the state. It is a matter of life and death, a road either to safety or to ruin. Hence under no circumstances can it be neglected.
The art of war is governed by five constant factors, all of which need to be taken into account. They are: the Moral Law; Heaven; Earth; the Commander; Method and discipline.
The Five People You Meet in Heaven By Mitch AlbomKSh1,350.00Add to cart
Eddie is a wounded war veteran, an old man who has lived, in his mind, an uninspired life. His job is fixing rides at a seaside amusement park. On his 83rd birthday, a tragic accident kills him, as he tries to save a little girl from a falling cart. He awakes in the afterlife, where he learns that heaven is not a destination. It’s a place where your life is explained to you by five people, some of whom you knew, others who may have been strangers. One by one, from childhood to soldier to old age, Eddie’s five people revisit their connections to him on earth, illuminating the mysteries of his meaningless life, and revealing the haunting secret behind the eternal question: Why was I here?
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I Swear By Apollo;Margaret A OgolaKSh750.00Read more
“kill a man if you must but never deprive him of hope—for with that you kill him anyway and in a much more cruel way.” the dawn of the 21st century and a country struggles to rise from the vortex of inefficiency, corruption and filth that dogged it up to the close of the last century in this sequel to the award-winning the river and the source, margaret ogola weaves around the lives of the grandchildren of mark and elizabeth sigu—lives that mirror the tribulations and aspirations of a people going through re-examination of their values and attitudes in search of their true human identity and place in a fast-changing world.
Never Eat Alone…And Other Secrets To Success, One Relationship At A Time Keith FerrazziKSh1,750.00Add to cart
The bestselling business classic on the power of relationships, updated with in-depth advice for making connections in the digital world.do you want to get ahead in life? Climb the ladder to personal success?the secret, master networker keith ferrazzi claims, is in reaching out to other people. As ferrazzi discovered in early life, what distinguishes highly successful people from everyone else is the way they use the power of relationships‚aiso that everyone wins.innever eat alone, ferrazzi lays out the specific steps‚aiand inner mindset‚aihe uses to reach out to connect with the thousands of colleagues, friends, and associates on his contacts list, people he has helped and who have helped him. And in the time sincenever eat alonewas published in 2005, the rise of social media and new, collaborative management styles have only made ferrazzi‚aos advice more essential for anyone hoping to get ahead in business.the son of a small-town steelworker and a cleaning lady, ferrazzi first used his remarkable ability to connect with others to pave the way to yale, a harvard m.b.a., and several top executive posts. Not yet out of his thirties, he developed a network of relationships that stretched from washington‚aos corridors of power to hollywood‚aos a-list, leading to him being named one of crain‚aos 40 under 40 and selected as a global leader for tomorrow by the davos world economic forum.ferrazzi‚aos form of connecting to the world around him is based on generosity, helping friends connect with other friends. Ferrazzi distinguishes genuine relationship-building from the crude, desperate glad-handing usually associated with ‚aunetworking.‚au he then distills his system of reaching out to people into practical, proven principles. Among them:don‚aot keep score:it‚aos never simply about getting what you want. It‚aos about getting what you want and making sure that the people who are important to you get what they want, too.‚auping‚au constantly:the ins and outs of reaching out to those in your circle of contacts all the time‚ainot just when you need something.never eat alone:the dynamics of status are the same whether you‚aore working at a corporation or attending a social event‚ai‚auinvisibility‚au is a fate worse than failure.become the ‚auking of content‚au:how to use social media sites like linkedin, twitter, and facebook to make meaningful connections, spark engagement, and curate a network of people who can help you with your interests and goals.in the course of this book, ferrazzi outlines the timeless strategies shared by the world‚aos most connected individuals, from winston churchill to bill clinton, vernon jordan to the dalai lama.chock-full of specific advice on handling rejection, getting past gatekeepers, becoming a ‚auconference commando,‚au and more, this new edition ofnever eat alonewill remain a classic alongside alongsidehow to win friends and influence peoplefor years to come.
Animal Farm;George Orwell (EAP)KSh595.00Add to cart
Mr Jones of Manor Farm is so lazy and drunken that one day he forgets to feed his livestock The ensuing rebellion under the leadership of the pigs Napoleon and Snowball leads to the animals taking over the farm Vowing to eliminate the terrible inequities of the farmyard the renamed Animal Farm is organised to benefit all who walk on four legs