How To Coach For Creativity And Service Excellence

How to Coach for Creativity and Service Excellence: A Lean Coaching Workbook is a self-contained workbook, in which the reader completes twenty-one days of practical exercises and activities focused on creativity, lean and coaching (one set per day). This will enable the reader to develop their capability and confidence to be creative, adapt lean principles, practices and tools to their unique service organization and coach others to do the same. The workbook guides the reader through a structured, systematic, easy-to-understand, habit-building approach, and function as the reader’s ‘coach’. As the reader ‘works’ their way through the book, they will reclaim their creativity, learn Karyn’s tried-and-true 15-minute a day coaching approach and adapt lean principles, practices and tools to their particular service organization. As an internationally acclaimed lean consultant, highly experienced coach and coauthor of The Toyota Way to Service Excellence, Karyn Ross is often asked to help service organizations that are struggling to translate lean principles into the sustainable practices that will meet their - and their customers' - unique needs, now and for the long-term. Over the years, Karyn has found that the best way for organizations to overcome this struggle is to develop a network of coaches who can help people at all levels: • Learn by ‘doing’. Changing what we do – and seeing the different result - changes how we think, not the opposite! • Adapt lean in a way that makes sense for their service organization. Lean practitioners working in service organizations may have difficulty adapting lean manufacturing practices to meet the special ‘people’ considerations found in services. • Practice continuously to make a habit. Coaching helps people develop the discipline and stamina needed to turn new behaviors into habits. That’s the beauty of this book! It functions as the reader’s personal ‘coach’, guiding them through the daily practice required to make new behaviors (and the resulting new thinking) a habit, so that they can coach their organization to success!

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.

Struggling to apply Lean effectively in your office environment? Office Lean is a book for anyone who wants to apply Lean better in contexts where the work is both intangible and complex. it explains in simple terms, what Lean is -- and what Lean isn’t -- enabling office professionals to understand how it can be successfully applied to their complex office-based work environments. Contrary to popular opinion, Lean is not only for mass manufacturing or healthcare. It applies just as much to the digital world of "knowledge work" industries such as banking and financial services, software development, and government. But the fundamental concepts, straight from the factory floor, need a fair amount of translation to be effectively applied in cube farms. Overturning the common perception that Lean is about imposing rigid rules, or simply eliminating waste in the name of "efficiency", Eakin presents Lean as a dynamic, flexible, people-centric philosophy that delivers outstanding business results by improving employee engagement and customer experience. Office Lean helps Lean practitioners (leaders/managers and coaches/consultants) working in professional office environments access the amazing, transformative results Lean can bring to their specific domains. It combines clear explanations of the core concepts of the Lean philosophy with relevant, practical examples from the fields of accounting, finance, insurance, IT and government.

Kindness and leadership aren’t often synonymous. Ask someone to describe "good leadership" to you and you will hear many adjectives used: authentic, bold, challenging, charismatic, decisive, empowering, fearless, goal-oriented, humble, inspiring, original, passionate, role-model, strategic and transparent, to name of a few. And though there are many more that come to mind, kindness isn’t one of them. And here’s the problem with that. Leaders lead. And the way a leader leads – how they do what they do – influences those they lead. From the president of the country, to the president of a company, from middle managers, right down to front-line supervisors, what a leader models – how they think, speak and act – influences the people they lead. Leaders who think, speak and act unkindly give legitimacy and permission to those they lead to think, speak, and act in exactly the same unkind ways. Today, in a world where a leaders’ words and actions travel quickly through social media channels such as Twitter, their influence – unkind or kind – is amplified through repeated views and sharing. In an increasingly fragmented, polarized and divided world, we need leaders who will bring people together not divide them. Leaders who value and model cooperation and collaboration over competition. And who model ways to think kindly, speak kindly and act kindly. We need kindness to become synonymous with good leadership. So that when someone is asked to describe the traits of a good leader, kindness will be the first word that comes to mind. Essentially, the purpose of this book is to teach leaders how to lead with kindness so they can influence the people they lead to create kinder workplaces, organizations and the world. Each chapter contains a mixture of theory, case studies and reflections from leaders and the people they influence. As well, the book follows the fictional stories of Kay’La Janson and Kevin Landrell, as they become leaders in a failing organization that is ultimately turned around through kind leadership. Between chapters there are a series of practical exercises based on concepts presented in the previous chapter with space to record outcomes and reflections on the practice process. This book gives you a deep theoretical understanding of the importance of leading with kindness and also provides practical exercises for you to use to turn theory into practice. Because "change means doing things differently," and because we only really "learn by doing" to create kinder organizations, kinder communities and a kinder world, leaders must be able to begin practicing kindness right away. By the time you finish the book, you will feel confident in your ability to lead with kindness and also to address organizational problems at work, at home and in the community, with kindness.

Embedding Culture and Quality for High Performing Organizations (978-1-138-48338-5, K349105) Shelving Guide: The aim of this book is to bridge two different core disciplines: quality management and cross-cultural management, based on how multinational corporations work, and how culture determines individual practices and values. Understanding these previously separate fields is essential to keeping multinational cultures innovative and sustainable. The authors’ research blends corporate and cultural perspectives to promote quality management practices that build organizational excellence. Whereas most books currently on the market are based on corporate culture and quality management, this book uniquely considers cross-cultural impacts on organizational effectiveness and global human resource management. This book provides opportunities for business practitioners and researchers to learn practices that are effective in building sustainable organizational excellence. It offers a practice guide to building a quality management program that emphasizes culturally-diverse work environments, cross-cultural management, and organizational excellence.

This book covers a multitude of timeless leadership concepts distilled from numerous great thinkers. It was written while serving in executive leadership for the Presbytery of Donegal, a region of PCUSA churches in Pennsylvania. It's a quick read that drills down to some outstanding leadership principles. These concepts and principles will be useful in whatever leadership role you hold.

Creative Career Coaching: Theory into Practice is an innovative book for career development students and professionals aiming to creatively progress their coaching practice. Without losing sight of fundamental coaching values and practices, it encourages career development professionals to adapt their practice by harnessing imagination, intuition and critical reflection to engage clients. Hambly and Bomford consider the usefulness of creativity alongside traditional coaching models to reach "harder to help" groups. They consider a whole-brain approach to creativity, emphasising the need for coaches to adapt their client-facing skills for individual cases. They work through how clients make career decisions, how to use labour market information to motivate clients, how to frame a creative coaching session using techniques such as metaphor, visualisation and role play, how to use practical tools and techniques to resolve a client’s individual needs, and how to deliver on digital platforms. Combining the latest neuroscientific research with activities, summaries and case studies, this book provides a practical, skills-based approach to coaching. Creative Career Coaching: Theory into Practice is the first book to summarise the Creative Career Coaching Model. It will be an indispensable resource for students of career development, career coaching, coaching psychology and advice and guidance courses. It will also be of interest to career coaches in practice seeking to enhance their skills.

Increase the creativity and skill level of customer service representatives, demonstrate what excellent customer service is, provide insights and practice to improve customer service, develop your own organization's bank of customer service learning situations.