By October 25, 2016 3 Comments Read More →

Podcast #266 – Karyn Ross on Lean for Service Excellence

rossMy guest for Episode #266 of the podcast is Karyn Ross (@KRCLean4Service on Twitter), co-author of the new book (with Jeff Liker): The Toyota Way to Service Excellence: Lean Transformation in Service Organizations.

Update January 2017, the book is now a recipient of the Shingo Professional Publication Award. Congratulations!

I have an extra copy of the book to give away (the publisher sent me two copies). I’ll give one away to one person who tweets about the podcast before Friday 10/28 using the link below (or clicking here):

Check out @MarkGraban's podcast with @KRCLean4Service on her new book about #Lean service - #LeanBlogContest Click To Tweet

Karyn first learned about and applied Lean in companies like Paychex and Zurich Insurance and has worked with other service sector companies as a consultant.

In this episode, we’ll discuss her book and the important applications of Lean in service settings. Karyn says delighting customers requires something different than a “mechanistic Lean implementation” approach – and I agree completely. I hope you enjoy the conversation as much as I did.

Streaming Player (Run Time 55:00)

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For a link to this episode, refer people to

Topics, Quotes, and Links for this episode:

  • Karyn’s consulting website
  • Her article “‘Leaning Out’ Processes? Or Creating Service Excellence?
  • Please tell us about your background… how did you get introduced to Lean?
  • How did this book come to be?
  • Are there any common mistakes that you see happening out there in the name of Lean or Lean being mistakenly applied?
  • Maasaki Imai’s book Kaizen
  • Rich Sheridan podcast about Menlo Innovations
  • “How we get there is as important as where we’re going”
  • Why she and Jeff Liker were “overwhelmed with stories about mechanistic Lean”
  • “Lean is more important in services because you often can’t see the work…” – you need to focus on service and the customer
  • “Learned helplessness” or “mandated helplessness?”
  • My post she mentions about how to design poor service
  • Getting away from the culture of “I can’t”
  • Learning by doing with a coach is important… a “sensei” (one who has gone before you)
  • “Lean transformation isn’t an end in itself…” – satisfying customers and delighting them are more important
  • Service means, of course, serving other people

For earlier episodes of my podcast, visit the main Podcast page, which includes information on how to subscribe via RSS, through Android appsor via Apple iTunes.  You can also subscribe and listen via Stitcher.

Thanks for listening!

Video with Karyn Ross

Thanks for reading! I’d love to hear your thoughts. Please scroll down to post a comment. Click here to be notified about posts via email. Learn more about Mark Graban’s speaking, writing, and consulting.

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Mark Graban's passion is creating a better, safer, more cost effective healthcare system for patients and better workplaces for all. Mark is a consultant, author, and speaker in the "Lean healthcare" methodology. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. His most recent project is an book titled Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also the VP of Improvement & Innovation Services for the technology company KaiNexus.

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3 Comments on "Podcast #266 – Karyn Ross on Lean for Service Excellence"

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  1. Mark Graban

    We have a winner of the book:

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