Author: Mike Rother
Publisher: McGraw Hill Professional
ISBN: 0071639853
Category : Business & Economics
Languages : en
Pages : 363
Book Description
"Toyota Kata gets to the essence of how Toyota manages continuous improvement and human ingenuity, through its improvement kata and coaching kata. Mike Rother explains why typical companies fail to understand the core of lean and make limited progress—and what it takes to make it a real part of your culture." —Jeffrey K. Liker, bestselling author of The Toyota Way "[Toyota Kata is] one of the stepping stones that will usher in a new era of management thinking." —The Systems Thinker "How any organization in any industry can progress from old-fashioned management by results to a strikingly different and better way." —James P. Womack, Chairman and Founder, Lean Enterprise Institute "Practicing the improvement kata is perhaps the best way we've found so far for actualizing PDCA in an organization." —John Shook, Chairman and CEO, Lean Enterprise Institute This game-changing book puts you behind the curtain at Toyota, providing new insight into the legendary automaker's management practices and offering practical guidance for leading and developing people in a way that makes the best use of their brainpower. Drawing on six years of research into Toyota's employee-management routines, Toyota Kata examines and elucidates, for the first time, the company's organizational routines--called kata--that power its success with continuous improvement and adaptation. The book also reaches beyond Toyota to explain issues of human behavior in organizations and provide specific answers to questions such as: How can we make improvement and adaptation part of everyday work throughout the organization? How can we develop and utilize the capability of everyone in the organization to repeatedly work toward and achieve new levels of performance? How can we give an organization the power to handle dynamic, unpredictable situations and keep satisfying customers? Mike Rother explains how to improve our prevailing management approach through the use of two kata: Improvement Kata--a repeating routine of establishing challenging target conditions, working step-by-step through obstacles, and always learning from the problems we encounter; and Coaching Kata: a pattern of teaching the improvement kata to employees at every level to ensure it motivates their ways of thinking and acting. With clear detail, an abundance of practical examples, and a cohesive explanation from start to finish, Toyota Kata gives executives and managers at any level actionable routines of thought and behavior that produce superior results and sustained competitive advantage.
Toyota Kata: Managing People for Improvement, Adaptiveness and Superior Results
Author: Mike Rother
Publisher: McGraw Hill Professional
ISBN: 0071639853
Category : Business & Economics
Languages : en
Pages : 363
Book Description
"Toyota Kata gets to the essence of how Toyota manages continuous improvement and human ingenuity, through its improvement kata and coaching kata. Mike Rother explains why typical companies fail to understand the core of lean and make limited progress—and what it takes to make it a real part of your culture." —Jeffrey K. Liker, bestselling author of The Toyota Way "[Toyota Kata is] one of the stepping stones that will usher in a new era of management thinking." —The Systems Thinker "How any organization in any industry can progress from old-fashioned management by results to a strikingly different and better way." —James P. Womack, Chairman and Founder, Lean Enterprise Institute "Practicing the improvement kata is perhaps the best way we've found so far for actualizing PDCA in an organization." —John Shook, Chairman and CEO, Lean Enterprise Institute This game-changing book puts you behind the curtain at Toyota, providing new insight into the legendary automaker's management practices and offering practical guidance for leading and developing people in a way that makes the best use of their brainpower. Drawing on six years of research into Toyota's employee-management routines, Toyota Kata examines and elucidates, for the first time, the company's organizational routines--called kata--that power its success with continuous improvement and adaptation. The book also reaches beyond Toyota to explain issues of human behavior in organizations and provide specific answers to questions such as: How can we make improvement and adaptation part of everyday work throughout the organization? How can we develop and utilize the capability of everyone in the organization to repeatedly work toward and achieve new levels of performance? How can we give an organization the power to handle dynamic, unpredictable situations and keep satisfying customers? Mike Rother explains how to improve our prevailing management approach through the use of two kata: Improvement Kata--a repeating routine of establishing challenging target conditions, working step-by-step through obstacles, and always learning from the problems we encounter; and Coaching Kata: a pattern of teaching the improvement kata to employees at every level to ensure it motivates their ways of thinking and acting. With clear detail, an abundance of practical examples, and a cohesive explanation from start to finish, Toyota Kata gives executives and managers at any level actionable routines of thought and behavior that produce superior results and sustained competitive advantage.
Publisher: McGraw Hill Professional
ISBN: 0071639853
Category : Business & Economics
Languages : en
Pages : 363
Book Description
"Toyota Kata gets to the essence of how Toyota manages continuous improvement and human ingenuity, through its improvement kata and coaching kata. Mike Rother explains why typical companies fail to understand the core of lean and make limited progress—and what it takes to make it a real part of your culture." —Jeffrey K. Liker, bestselling author of The Toyota Way "[Toyota Kata is] one of the stepping stones that will usher in a new era of management thinking." —The Systems Thinker "How any organization in any industry can progress from old-fashioned management by results to a strikingly different and better way." —James P. Womack, Chairman and Founder, Lean Enterprise Institute "Practicing the improvement kata is perhaps the best way we've found so far for actualizing PDCA in an organization." —John Shook, Chairman and CEO, Lean Enterprise Institute This game-changing book puts you behind the curtain at Toyota, providing new insight into the legendary automaker's management practices and offering practical guidance for leading and developing people in a way that makes the best use of their brainpower. Drawing on six years of research into Toyota's employee-management routines, Toyota Kata examines and elucidates, for the first time, the company's organizational routines--called kata--that power its success with continuous improvement and adaptation. The book also reaches beyond Toyota to explain issues of human behavior in organizations and provide specific answers to questions such as: How can we make improvement and adaptation part of everyday work throughout the organization? How can we develop and utilize the capability of everyone in the organization to repeatedly work toward and achieve new levels of performance? How can we give an organization the power to handle dynamic, unpredictable situations and keep satisfying customers? Mike Rother explains how to improve our prevailing management approach through the use of two kata: Improvement Kata--a repeating routine of establishing challenging target conditions, working step-by-step through obstacles, and always learning from the problems we encounter; and Coaching Kata: a pattern of teaching the improvement kata to employees at every level to ensure it motivates their ways of thinking and acting. With clear detail, an abundance of practical examples, and a cohesive explanation from start to finish, Toyota Kata gives executives and managers at any level actionable routines of thought and behavior that produce superior results and sustained competitive advantage.
The Toyota Kata Practice Guide
Author: Mike Rother
Publisher: McGraw-Hill Companies
ISBN: 9781264983810
Category :
Languages : en
Pages : 0
Book Description
Take the Kata path to scientific thinking and superior results! In this long-awaited companion to the groundbreaking book Toyota Kata, Mike Rother takes you to the next level of developing business mindset and capability for the 21st Century. Much more than a list of management concepts, The Toyota Kata Practice Guide walks you through the process of making improvement, adaptation, and even innovation routine behavior. Designed to help a coach (the manager) and a learner work together for developing new skillsets, The Toyota Kata Practice Guide delivers the information, insight, and frameworks you need to: * Form habits that help you solve problems and achieve challenging goals * Modify the thought patterns that drive your behavior* Develop an organizational mindset that drives superior results The Improvement Kata gives learners the means to experiment their way through obstacles and achieve tough goals; the Coaching Kata gives managers the means to accelerate and cement their people's learning. In the new age of business, increasing efficiency and decreasing costs is no longer the end game. A manager's job today is to develop patterns of thinking and acting in their people that lead to success with any challenge. Consistent, mindful practice is the best way to do it--and The Toyota Kata Practice Guide is the best way to get there.
Publisher: McGraw-Hill Companies
ISBN: 9781264983810
Category :
Languages : en
Pages : 0
Book Description
Take the Kata path to scientific thinking and superior results! In this long-awaited companion to the groundbreaking book Toyota Kata, Mike Rother takes you to the next level of developing business mindset and capability for the 21st Century. Much more than a list of management concepts, The Toyota Kata Practice Guide walks you through the process of making improvement, adaptation, and even innovation routine behavior. Designed to help a coach (the manager) and a learner work together for developing new skillsets, The Toyota Kata Practice Guide delivers the information, insight, and frameworks you need to: * Form habits that help you solve problems and achieve challenging goals * Modify the thought patterns that drive your behavior* Develop an organizational mindset that drives superior results The Improvement Kata gives learners the means to experiment their way through obstacles and achieve tough goals; the Coaching Kata gives managers the means to accelerate and cement their people's learning. In the new age of business, increasing efficiency and decreasing costs is no longer the end game. A manager's job today is to develop patterns of thinking and acting in their people that lead to success with any challenge. Consistent, mindful practice is the best way to do it--and The Toyota Kata Practice Guide is the best way to get there.
Toyota Kata Culture: Building Organizational Capability and Mindset through Kata Coaching
Author: Mike Rother
Publisher: McGraw Hill Professional
ISBN: 1259860450
Category : Business & Economics
Languages : en
Pages : 185
Book Description
Take advantage of your organization’s brainpower with Kata-driven continuous improvement “This is the first book I have read that provides a clear picture of what it takes to develop and mobilize creative capability across an organization, to achieve challenging goals.” Jeffrey K. Liker, author of The Toyota Way (from the Foreword) Nobody drives continuous improvement in real, tangible ways like Toyota, where everyone at every level works toward common, customer-related goals. At Toyota, continuous improvement is habitual. In his groundbreaking book Toyota Kata, Mike Rother revealed management practices that drive Toyota’s success in providing value to their customers. Now, Rother and coauthor Gerd Aulinger provide the routines and know-how for scaling these practices across your entire organization. It all builds on five simple foundational questions at every level: What is the target condition? What is the actual condition? What obstacles stand in the way of the target condition? What is the next step? What have you learned from taking that step? Illustrated cover to cover, Toyota Kata Culture helps you visualize exactly how these methods work—so you can start putting them into action right away. You’ll learn how to develop your own iterative process of trial and adjustment, build a deliberate, scientific-thinking culture that grows capability, and make aligned strategic continuous improvement part of everyday work. Achieve your goals and differentiate your organization by following the proven formula laid out in Toyota Kata Culture.
Publisher: McGraw Hill Professional
ISBN: 1259860450
Category : Business & Economics
Languages : en
Pages : 185
Book Description
Take advantage of your organization’s brainpower with Kata-driven continuous improvement “This is the first book I have read that provides a clear picture of what it takes to develop and mobilize creative capability across an organization, to achieve challenging goals.” Jeffrey K. Liker, author of The Toyota Way (from the Foreword) Nobody drives continuous improvement in real, tangible ways like Toyota, where everyone at every level works toward common, customer-related goals. At Toyota, continuous improvement is habitual. In his groundbreaking book Toyota Kata, Mike Rother revealed management practices that drive Toyota’s success in providing value to their customers. Now, Rother and coauthor Gerd Aulinger provide the routines and know-how for scaling these practices across your entire organization. It all builds on five simple foundational questions at every level: What is the target condition? What is the actual condition? What obstacles stand in the way of the target condition? What is the next step? What have you learned from taking that step? Illustrated cover to cover, Toyota Kata Culture helps you visualize exactly how these methods work—so you can start putting them into action right away. You’ll learn how to develop your own iterative process of trial and adjustment, build a deliberate, scientific-thinking culture that grows capability, and make aligned strategic continuous improvement part of everyday work. Achieve your goals and differentiate your organization by following the proven formula laid out in Toyota Kata Culture.
The 7 Kata
Author: Conrad Soltero
Publisher: CRC Press
ISBN: 1466570547
Category : Business & Economics
Languages : en
Pages : 232
Book Description
The biggest competitive advantage an organization can achieve comes from the synergies created by employees skilled in enhancing organizational dynamics. The Seven Kata: Toyota Kata, TWI, and Lean Training supplies time-tested tools and advice to help readers adapt to changing conditions and outcompete their rivals. It explains why a mix of the ski
Publisher: CRC Press
ISBN: 1466570547
Category : Business & Economics
Languages : en
Pages : 232
Book Description
The biggest competitive advantage an organization can achieve comes from the synergies created by employees skilled in enhancing organizational dynamics. The Seven Kata: Toyota Kata, TWI, and Lean Training supplies time-tested tools and advice to help readers adapt to changing conditions and outcompete their rivals. It explains why a mix of the ski
Level Up Agile with Toyota Kata
Author: Jesper BOEG
Publisher:
ISBN: 9781797406183
Category :
Languages : en
Pages : 345
Book Description
Have you experienced initial success with your Agile change initiative but found that improvement seems to have plateaued? Did you set out to become Agile but failed to truly understand what it means across organizational levels beyond vague terms like "empowerment," "high-performance teams" and "trust"? Are improvement efforts based on projects or workshops but failing to become an integrated part of your daily work and culture? Are leaders not given the responsibility and framework to become active drivers of organizational improvement and are Scrum Masters acting more like facilitators than active improvement drivers? Are your improvement efforts grounded in reactive problem solving and good intentions but failing to deliver true and measurable results? All these questions indicate that there is a "missing link" between Agile and its Lean foundations: an underpinning of continuous improvement that so many Agilists want but rarely find they can execute. Toyota Kata provides this practical framework, the keystone of culture, that allows an organization to attain that elusive state of continuous improvement. This book is based on the last six years of experience working with Toyota Kata in an Agile setting, helping teams, departments, business units and organizations learn how to set ambitious and measurable improvement goals and work iteratively toward them. Applying Toyota Kata to the context of innovation and knowledge work requires us to rethink some of the original elements. To that end, the book is packed with examples and cases that allow you to move beyond abstract theoretical principles. You learn a lot from mistakes but not all mistakes must be repeated by everybody (and I have made many). "I find myself paying attention and learning again, and I encourage you to do so too."-Mike Rother, author of three books on Toyota Kata"My electronic copy of the book is full of marginal commentary and highlighted sections. I found so much here to absorb and apply."-Diana Larsen, Co-founder of the Agile Fluency Model and author"Inspiring, insightful and actionable alternative to the often failing agile transformations"-Tomas Eilsø, Enterprise SAFe coach"This book is by far the most comprehensive and thoughtful approach I have seen to applying Toyota Kata in Agile IT organizations. You will find yourself going back to this book over and over again to mine the treasure trove of experience and knowledge that Jesper has meticulously laid out. In my opinion this text will be regarded as a standard that both Agile practitioners and business leaders refer to in years to come."-Michael Blaha, Director of DevOps Provation Medical"Agile practitioners take note: By 'mastering' Scrum, Kanban, or SAFe you have taken the first step. Now, read this book to continue your journey!"-Adam Light, Lean & Agile Consultant and Speaker and Toyota Kata coach"This book brilliantly shows how to apply Toyota Kata in knowledge work. This is a must read for agile leaders"-Håkan Forss, Lean/Agile coach passionate about continuous learning and LEGO
Publisher:
ISBN: 9781797406183
Category :
Languages : en
Pages : 345
Book Description
Have you experienced initial success with your Agile change initiative but found that improvement seems to have plateaued? Did you set out to become Agile but failed to truly understand what it means across organizational levels beyond vague terms like "empowerment," "high-performance teams" and "trust"? Are improvement efforts based on projects or workshops but failing to become an integrated part of your daily work and culture? Are leaders not given the responsibility and framework to become active drivers of organizational improvement and are Scrum Masters acting more like facilitators than active improvement drivers? Are your improvement efforts grounded in reactive problem solving and good intentions but failing to deliver true and measurable results? All these questions indicate that there is a "missing link" between Agile and its Lean foundations: an underpinning of continuous improvement that so many Agilists want but rarely find they can execute. Toyota Kata provides this practical framework, the keystone of culture, that allows an organization to attain that elusive state of continuous improvement. This book is based on the last six years of experience working with Toyota Kata in an Agile setting, helping teams, departments, business units and organizations learn how to set ambitious and measurable improvement goals and work iteratively toward them. Applying Toyota Kata to the context of innovation and knowledge work requires us to rethink some of the original elements. To that end, the book is packed with examples and cases that allow you to move beyond abstract theoretical principles. You learn a lot from mistakes but not all mistakes must be repeated by everybody (and I have made many). "I find myself paying attention and learning again, and I encourage you to do so too."-Mike Rother, author of three books on Toyota Kata"My electronic copy of the book is full of marginal commentary and highlighted sections. I found so much here to absorb and apply."-Diana Larsen, Co-founder of the Agile Fluency Model and author"Inspiring, insightful and actionable alternative to the often failing agile transformations"-Tomas Eilsø, Enterprise SAFe coach"This book is by far the most comprehensive and thoughtful approach I have seen to applying Toyota Kata in Agile IT organizations. You will find yourself going back to this book over and over again to mine the treasure trove of experience and knowledge that Jesper has meticulously laid out. In my opinion this text will be regarded as a standard that both Agile practitioners and business leaders refer to in years to come."-Michael Blaha, Director of DevOps Provation Medical"Agile practitioners take note: By 'mastering' Scrum, Kanban, or SAFe you have taken the first step. Now, read this book to continue your journey!"-Adam Light, Lean & Agile Consultant and Speaker and Toyota Kata coach"This book brilliantly shows how to apply Toyota Kata in knowledge work. This is a must read for agile leaders"-Håkan Forss, Lean/Agile coach passionate about continuous learning and LEGO
Managing to Learn
Author: John Shook
Publisher: Lean Enterprise Institute
ISBN: 1934109207
Category : Decision making
Languages : en
Pages : 154
Book Description
"The process by which a company identifies, frames, acts and reviews progress on problems, projects and proposals can be found in the structure of the A3 process ... follow the story of a manager ... and his report ... which will reveal how the A3 can be used as a management process to create a standard method for innovating, planning, problem-solving, and building structures for a broader and deeper form of thinking - a practical and repeatable approach to organizational learning"--Publisher's description.
Publisher: Lean Enterprise Institute
ISBN: 1934109207
Category : Decision making
Languages : en
Pages : 154
Book Description
"The process by which a company identifies, frames, acts and reviews progress on problems, projects and proposals can be found in the structure of the A3 process ... follow the story of a manager ... and his report ... which will reveal how the A3 can be used as a management process to create a standard method for innovating, planning, problem-solving, and building structures for a broader and deeper form of thinking - a practical and repeatable approach to organizational learning"--Publisher's description.
Moving the Needle With Lean OKRs
Author: Bart den Haak
Publisher: Business Expert Press
ISBN: 1637421168
Category : Business & Economics
Languages : en
Pages : 392
Book Description
Leaders in the digital era are faced with breaking into new markets, disrupting existing ones, and doing so with more precision than ever before just to keep up with their competitors. To innovate more quickly, to rapidly experiment with ideas and technology, to pivot seemingly overnight, you need to have a system in place that can help you execute your most ambitious strategy. While OKRs (Objective and Key Results) have made huge waves recently, practical implementation of OKRs remains elusive for many. Lean OKRs are the evolved version of the OKR strategy execution tool that has powered the transformational journeys of giants like Google and Facebook. It is the lightweight method that turns good ideas into great execution, heightens employee engagement, aligns teams, and achieves measurable, breakthrough results. Lean OKRs presents insightful anecdotes, creative exercises, clear figures and step-by-step models. Designed as a comprehensive guide, it covers everything from theoretical roots to practical execution, including company-wide strategy alignment and emotional management. Applicable to small companies as well as large organisations, Lean OKRs drives innovation through behavioral changes, empowering and motivating teams through focused daily OKR practices that are simple to put into action. Practical and to the point, this book integrates a unique combination of structural and leadership strategies, resulting in a new approach to OKRs that conquers the hurdles experienced by most business leaders today.
Publisher: Business Expert Press
ISBN: 1637421168
Category : Business & Economics
Languages : en
Pages : 392
Book Description
Leaders in the digital era are faced with breaking into new markets, disrupting existing ones, and doing so with more precision than ever before just to keep up with their competitors. To innovate more quickly, to rapidly experiment with ideas and technology, to pivot seemingly overnight, you need to have a system in place that can help you execute your most ambitious strategy. While OKRs (Objective and Key Results) have made huge waves recently, practical implementation of OKRs remains elusive for many. Lean OKRs are the evolved version of the OKR strategy execution tool that has powered the transformational journeys of giants like Google and Facebook. It is the lightweight method that turns good ideas into great execution, heightens employee engagement, aligns teams, and achieves measurable, breakthrough results. Lean OKRs presents insightful anecdotes, creative exercises, clear figures and step-by-step models. Designed as a comprehensive guide, it covers everything from theoretical roots to practical execution, including company-wide strategy alignment and emotional management. Applicable to small companies as well as large organisations, Lean OKRs drives innovation through behavioral changes, empowering and motivating teams through focused daily OKR practices that are simple to put into action. Practical and to the point, this book integrates a unique combination of structural and leadership strategies, resulting in a new approach to OKRs that conquers the hurdles experienced by most business leaders today.
Creating Kata
Author: David Nielsen
Publisher: Lulu.com
ISBN: 0557027004
Category : Sports & Recreation
Languages : en
Pages : 85
Book Description
Discusses how Karate Masters from the past created the many Kata practiced today and shows the reader how to create their own Kata in the traditional manner verses the sports manner of today.
Publisher: Lulu.com
ISBN: 0557027004
Category : Sports & Recreation
Languages : en
Pages : 85
Book Description
Discusses how Karate Masters from the past created the many Kata practiced today and shows the reader how to create their own Kata in the traditional manner verses the sports manner of today.
Learning to See
Author: Mike Rother
Publisher: Lean Enterprise Institute
ISBN: 0966784308
Category : Business & Economics
Languages : en
Pages : 115
Book Description
Lean production is the gold standard in production systems, but has proven famously difficult to implement in North America. Mass production relies on large inventories, uses "push" processes and struggles with long lead times. Moving towards a system that eliminates muda ("waste") caused by overproduction, while challenging, proves necessary for improved efficiency. Often overlooked, value stream mapping is the essential planning stage for any Lean transformation. In Mike Rother and John Shook's essential guide, you follow the value stream mapping undertaken for Acme Stamping, for its current and future state. Fully illustrated and well-organized, Learning to See is a must-see for the value stream manager.
Publisher: Lean Enterprise Institute
ISBN: 0966784308
Category : Business & Economics
Languages : en
Pages : 115
Book Description
Lean production is the gold standard in production systems, but has proven famously difficult to implement in North America. Mass production relies on large inventories, uses "push" processes and struggles with long lead times. Moving towards a system that eliminates muda ("waste") caused by overproduction, while challenging, proves necessary for improved efficiency. Often overlooked, value stream mapping is the essential planning stage for any Lean transformation. In Mike Rother and John Shook's essential guide, you follow the value stream mapping undertaken for Acme Stamping, for its current and future state. Fully illustrated and well-organized, Learning to See is a must-see for the value stream manager.
The Toyota Way to Service Excellence: Lean Transformation in Service Organizations
Author: Jeffrey K. Liker
Publisher: McGraw Hill Professional
ISBN: 1259641112
Category : Business & Economics
Languages : en
Pages : 449
Book Description
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.
Publisher: McGraw Hill Professional
ISBN: 1259641112
Category : Business & Economics
Languages : en
Pages : 449
Book Description
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.