How Service Organizations Move From Mediocrity to Excellence, With Jeffrey Liker

Tune in to hear Tracy’s interview with author Jeffrey Liker who just published The Toyota Way to Service Excellence.

Find out about an app that facilitates seamless communication with bad grammar. Check out why Pearl Harbor airmen met up with a Black Belt from the Hawaiian Electric Company. Listen in as we answer a learner’s question about indirect vs direct voice of the customer and keep thinking about Hawaii as you join us for another good gab at the Just-in-Time Cafe Podcast. Aloha!

Also Listen On:

Timeline

* 1:54 Appetizer of Day

* WhatsApp

* 5:21 In the News

* USAF Creates Change With Continuous Improvement Senior Leaders Course

* 8:46 Q&A;

* “Why are customer complaints considered indirect data collection?”

* 11:50 Today’s Special

* Interview with Jeffrey Liker, Co-author of The Toyota Way to Service Excellence

* Best Books to Buy: The Toyota Way to Service Excellence by Jeffrey Liker & Karyn Ross

Podcast Transcript

Tracy O’Rourke: Hi everyone! I’m Tracy O’Rourke.

Elisabeth Swan: I’m Elisabeth Swan.

Tracy O’Rourke: And we are with GoLeanSixSigma.com and you’re listening to the Just-In-Time Café Podcast where we bring you fabulous apps, books, and people so you can build your problem-solving muscles.

Elisabeth Swan: The Café is hopping, Tracy.

Tracy O’Rourke: I know. I see you’ve got your podcast mug with you.

Elisabeth Swan: I got one for you too.

Tracy O’Rourke: You’re so nice. Thank you. I’ll grab the menu and I’ll meet you in our coffee oasis.

Elisabeth Swan: I’ll be right there.

What’s on the Menu (Podcast Agenda)

Tracy O’Rourke: All right, Elisabeth. We’re all settled in. So can you be so kind as to tell us what’s on the menu today?

Elisabeth Swan: Of course, Tracy. This month, we review an app that facilitates seamless communication through bad grammar.

And then for In the News segment, we’re going to find out why Pearl Harbor Airman meetup with a Black Belt from the Hawaiian Electric Company. That’s an interesting one. It all sounds really warm and sunny.

Either way, we’ll fill the question from a learner about customer complaints.

And for Today’s Special, Tracy, you get to interview Jeffrey Liker who brought us the seminal book, The Toyota Way back in 2001 and just recently came out with The Toyota Way to Service Excellence.

So stay tune. Lots of great info coming your way.

Elisabeth Swan: Awesome.

Tracy O’Rourke: Let’s get to the Appetizer.

Appetizer of the Day: WhatsApp

Elisabeth Swan: OK, Tracy. I know you’ve been using this one for a while. So, why don’t you tell everybody about WhatsApp?

Tracy O’Rourke: Yeah. It’s more of a pun than bad grammar. But this app is really fun. First of all, it’s a messenger app. It’s free. It’s available on mostly Android and other smartphones. More than one billion people in over 180 countries use this app to stay in touch with friends and family an...