Creating Lean Dealers: The Lean Route to Satisfied Customers, Productive Employees and Profitable Retailers (Lean Action Guide) - Softcover

David Brunt; John Kiff

 
9780955147319: Creating Lean Dealers: The Lean Route to Satisfied Customers, Productive Employees and Profitable Retailers (Lean Action Guide)
Softcover
ISBN 10: 095514731X ISBN 13: 9780955147319
Publisher: Lean Enterprise Academy Ltd, 2007

Synopsis

Creating Lean Dealers is a DIY guide to enable dealers to achieve such a step-change for themselves. It works through, using examples, diagrams and detailed instructions, how to transform performance in service and repair. Then it goes on to describe how the same logic can be applied to all other areas of the dealer business to give a win-win-win for customers, dealer staff and shareholders. The journey to becoming a Lean dealer begins by getting a real understanding of two things: The ability of the processes in the dealership to deliver right first time on time at every step - a measure that authors David Brunt and John Kiff call ‘Customer Fulfilment’ because it is the core of what customers value. The actual demand on those processes and separating it into different types. The next step is to use these measures, together with a map of the ‘current state’ of the process, to define and prioritise what the problems are and then address them, with the teams who do the work, in a structured way using the Plan-Do-Check-Act method of improvement.

"synopsis" may belong to another edition of this title.

Publisher
Lean Enterprise Academy Ltd
Publication date
2007
Language
English
ISBN 10 
095514731X
ISBN 13 
9780955147319
Binding
Spiral-bound
Edition number
1
Number of pages
115