ABSTRACT

https://s3-euw1-ap-pe-df-pch-content-public-p.s3.eu-west-1.amazonaws.com/9780429436932/9840589e-5c3c-4116-a3b8-4751b7572a5d/content/unfig21_2.tif" xmlns:xlink="https://www.w3.org/1999/xlink"/>I know it’s hard to believe, but today is the last of our twenty-one days of ‘learning by doing.’ Congratulations and good job! You’ve had the excitement of beginning, worked through ‘the slog’ of maintaining the enthusiasm and the discipline to keep going, and learned, by doing, how to coach for creativity and service excellence. You’ve helped the person you’re coaching develop a Vision of Service Excellence, deeply understand what peak services means to each of their customers, set targets, understand the current state and see the gaps that need to be closed. You’ve also helped that person adapt and adopt Lean principles and practices such as visual management, flow, leveling, and standardized work, to their particular service organization and situation. Quite an accomplishment – and a lot of learning! I’m sure that some things went as planned and the results were what you expected. Other things probably turned out differently!