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:
In this webinar, you will learn:
- What creativity is (and isn't) and what service excellence is (and isn't)
- Why changing behavior first leads to mindset changes, not the other way around!
- How to develop creative problem solving and critical thinking skills in daily 15 min coaching sessions
- 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:
I hope you enjoyed the webinar!
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Check out my latest book, The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation: