$200 – $450

Kata for Creativity and Service Excellence

Event Information

Share this event

Date and Time

Location

Location

FFA Enrichment Center

1055 SW Prairie Trail Pkwy

Ankeny, IA 50023

View Map

Event description

Description

No customer wants to hear the words “I can’t”. Customers do business with a company because they expect them to be able to meet each of their service needs no matter how great or small. Unfortunately, many service interactions end with the service provider telling the customer that their request cannot be met. Take a walk in gemba in any service organization, and chances are what you will hear is service providers telling customers. “I can’t, I can’t, I can’t, I can’t…”

Service excellence, however, means that we are able to satisfy each customer’s service request, no matter how impossible it seems. So it’s imperative that service providers learn how to move from “I can’t” to “Of course we can! Let’s figure out how.” And that’s where the coaching kata and improvement kata come in. Through the IK and CK, we can teach service providers how to create innovative service solutions that can meet each customer’s needs. Service providers will develop what I call the ‘creativity habit’.

Because each organization and their customers are unique, each will have a different vision of service excellence. As explained in The Toyota Way to Service Excellence (chapter 9), the IK and CK are an integral part of Hoshin Kanri (strategic policy deployment). As the organization develops the ‘creativity habit’ and strives toward their vision of service excellence they’ll be able to find creative ways to provide the services that each of their customers wants so that they can fulfill their purpose over the long term

TOPICS TO BE COVERED:

  1. Setting a Vision of Service Excellence
  2. Practical Creativity Part 1: "Generating Ideas from Past Knowledge and Experience"
  3. Practical Creativity Part 2: "Using the Improvement and Coaching Kata to Deliver Service Excellence" (Toyota Way to Service Excellence 4Ps and 17 principles)


WHAT CAN I EXPECT TO LEARN?

  1. How to set a vision for service excellence based on deeply understanding customer needs and the organization's long-term purpose and values
  2. How to develop people's creativity and critical thinking skills on an ongoing basis
  3. How to use the Improvement and Coaching Kata to deliver the peak service experiences that all customers crave

WHO SHOULD ATTEND?

This interactive workshop is designed to meet the needs of service organizations and service portions of manufacturing organizations.

WORKSHOP FACILITATOR - KARYN ROSS

Karyn is the coauthor of The Toyota Way to Service Excellence: Lean Transformation in Service Organizations. An experienced consultant, highly skilled coach and accomplished lean practitioner, Karyn specializes in teaching organizations how to use creativity combined with the ground-tested principles and practices of lean process improvement. She has successfully taught lean for services across all levels of the organization in service sectors as diverse as financial services, HR, transportation and retail.

A Lean Leadership leader at The Leadership Network, Karyn is also a regular contributor to the Lean Leadership Ways Industry Week blog, and has written for The Lean Management Journal and Industrial Engineer magazine. Ross is also a practicing artist and blogs regularly about creativity and lean on her website: www.karynrossconsulting.com.

FAQs

What's the refund policy?

4 business days or more - full refund
Less than 4 business days- no refund

Organizational members may send someone from their organization in their place, individual membership are non-transferable. To cancel please send an email to coordinator@iowalean.org


Event Cost:

$200 Members
$450 Non-Members

Share with friends

Date and Time

Location

FFA Enrichment Center

1055 SW Prairie Trail Pkwy

Ankeny, IA 50023

View Map

Save This Event

Event Saved