Featured Product
This Week in Quality Digest Live
Lean Features
Gleb Tsipursky
Here’s the true path to junior staff success
Tina Behers
First, leaders must overcome their fear of failure
Emily Newton
Understand your Wi-Fi environment
Megan Wallin-Kerth
Watch and learn
Bryan Christiansen
MTTR meaning and formula (with calculator!)

More Features

Lean News
Helping organizations improve quality and performance
Quality doesn’t have to sacrifice efficiency
Weighing supply and customer satisfaction
Specifically designed for defense and aerospace CNC machining and manufacturing
From excess inventory and nonvalue work to $2 million in cost savings
Tactics aim to improve job quality and retain a high-performing workforce
Sept. 28–29, 2022, at the MassMutual Center in Springfield, MA
Enables system-level modeling with 2D and 3D visualization, reducing engineering effort, risk, and cost
It is a smart way to eliminate waste and maximize value

More News

Productivity Press


How to Coach for Creativity and Service Excellence: A Lean Coaching Workbook

Adapt lean in a way that makes sense for your service organization

Published: Monday, March 25, 2019 - 12:00

(Productivity Press: New York) -- How to Coach for Creativity and Service Excellence: A Lean Coaching Workbook, by Karyn Ross (Productivity Press, 2019), is a self-contained workbook, in which the reader completes 21 days of practical exercises and activities focused on creativity, lean, and coaching (one set per day).

The workbook guides the reader through a structured, systematic, easy-to-understand, habit-building approach, and functions as the reader’s coach. As the reader “works” her way through the book, she will reclaim her creativity, learn Ross’s tried-and-true, 15-minutes-a-day coaching approach, and adapt lean principles, practices, and tools to her service organization.

Ross, co-author of the Shingo Award-winning book, The Toyota Way to Service Excellence (McGraw-Hill Education, 2016), is an internationally recognized consultant, coach, and lean practitioner. She is often asked to help translate lean principles into sustainable practices that will meet the current and long-term needs of service organizations and their customers. Ross has found that the best way for organizations to achieve these goals 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 organizations. Lean practitioners working in service organizations may have difficulty adapting lean manufacturing practices to meet the special “people considerations” found in service businesses.
Practice continuously to develop the discipline required for new behavior (and the resulting new thinking) to become habit.

About the author

Karyn Ross has taught organizations of all sizes—in sectors as diverse as insurance, HR, transportation, government, healthcare, and retail—how to use creativity combined with lean principles, practices, and tools. An artist with a master’s degree in fine arts, sculpture, Ross teaches people how to use Practical Creativity as they strive toward service excellence. By developing each person’s capability through coached practice, Ross focuses on the means, the how, and not just the end or the results, because how we get there is as important as where we are going.


About The Author

Productivity Press’s picture

Productivity Press

For more than 25 years, Productivity Press has developed the largest catalog available anywhere of publications and learning tools about lean methodology, continuous improvement, and operational excellence. It is currently the premier source of authoritative information on organizational transformation. Productivity Press is an imprint of CRC Press, a premier global publisher of science, technology, and medical resources. Its aim is to broaden thinking and advance understanding in the sciences, providing researchers, academics, professionals, and students with the tools they need to share ideas and realize their potential. CRC Press is a member of Taylor & Francis Group, an informa business.