Free Webinar Recording: How to Coach for Creativity & Service Excellence


I'm happy to have played the role of host for a free webinar that was held Tuesday, March 28… hosted by KaiNexus.

The webinar presenter is Karyn Ross, co-author of the Shingo Award-winning book The Toyota Way to Service Excellence: Lean Transformation in Service Organizations.

Her webinar is titled:

How to Coach for Creativity & Service Excellence

Click here to see slides and the recording.

In this webinar, you will learn:

  1. What creativity is (and isn't) and what service excellence is (and isn't)
  2. Why changing behavior first leads to mindset changes, not the other way around!
  3. How to develop creative problem solving and critical thinking skills in daily 15 min coaching sessions
  4. How using creativity combined with The Toyota Way to Service Excellence principles delivers peak service experiences for customers

Here is the YouTube recording:

You can read a blog post that previewed the webinar (and includes a short podcast chat I did with here).

Here is a drawing that Karyn did about the webinar and these concepts:

Here is a podcast I did with her last year about the book:

Podcast #266 – Karyn Ross on Lean for Service Excellence

I hope you enjoyed the webinar!

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Mark Graban is an internationally-recognized consultant, author, and professional speaker who has worked in healthcare, manufacturing, and startups. His latest book is Measures of Success: React Less, Lead Better, Improve More. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. He also published the anthology Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also a Senior Advisor to the technology company KaiNexus.

1 Comment
  1. Mark Graban says

    The webinar was a hit based on the feedback from attendees and this public praise:

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