How to Coach for Creativity & Service Excellence

Mark Graban (Host)VP of Improvement & Innovation Services

Mark@KaiNexus.com@MarkGraban

Karyn Ross (Presenter)Co-Author, The Toyota Way to Service Excellence

karyn@karynrossconsulting.com@KRCLean4Service

Agenda & Logistics

• Presentation(45minutes)• Q&A(10minutes)– UsetheGoToWebinarMeetingPaneltosubmitaquestionatanytime

• Recordinglink&slideswillbesentviaemail– Also– seethe“Handouts”featureandChatbox

About Karyn RossAnexperiencedleanconsultant,coachandpractitioner,Karyn isthecoauthor,withJeffLiker,oftheShingoAward-winningTheToyotaWaytoServiceExcellence:LeanTransformationinServiceOrganizations.Focusedspecificallyonservices,Karyn hasworkedwithsmall,mediumandlargeorganizationsinsectorsasdiverseasinsurance,financialservices,HR,transportationandretail.Usingheruniqueapproach,Karyn teachespeoplehowtocombinecreativitywithleanpracticestoensurethateverycustomerreceivesexactlywhattheywant,whentheywantit,rightthefirsttimewithapersonal,humantouch.Apracticingartist,withanMFAinSculpture,Karyn liveswithherfamilyinNaperville,Illinois.

• Service Excellence: What it is…and...isn’t

• What creativity is...and isn’t• Why we need to change ‘what we

do’ in order to ‘change our minds’

• 15 minutes a day...to develop creative-problem solving and critical thinking ability

• How to use creativity and The Toyota Way to Service Excellence to deliver peak services for customers

üLean processesüWhat they want,

when they want it, right the first time with no hassle!

üLuxury experiences at coach prices!üSame or lower price than

competitor

üCaring, human, personal, realconnectionsü I’m not a machine, I’m a

human being

They want it all – and they want it their way - NOW!“Peak Service Experiences”

They never want to hear the words… “I can’t…”

Creativity is combining previous knowledge and/or experiences in new ways to generate ideas about how to do things differently.

And…YOU are creative! (Oh yes, YOU are!)

•What creativity is not…• Flashes of ‘inspiration’ that come out of nowhere…• Lightning bolts that come down from the sky…• Something that ‘happens to’ other people but not me...

The Karyn Ross definition of creativity:

Solving Problems &Continuous Improvement

Creating Peak Services for Customers

“Necessity is the mother of invention”

“Invention is the mother of necessity”

• Internally & short-term focused• Asks questions like: How can we

increase customer satisfaction scores? How can we reduce number of complaints?

• Customer & long-term focused• Asks questions like: How can we

make sure that no customer ever leaves? How can we make sure customers are always satisfied?

Training

• Theory first…change people’s minds by ‘convincing’ them of benefits...

• Batching: All theory up front at once!• Convergent Thinking:

• Same response each time• ‘Either/Or’ Thinking• Can’t Do…Thinking

• Learning by ‘doing with support’: coachee changes their own mind!

• Just-in-time: Theory at time needed• Divergent Thinking:

• Multiple possibilities• ‘And’ Thinking• Can Do…Thinking!

Coaching

Daily 15 minute sessions• Coach ‘challenges’ learner to try new things• Learner feels supported and ‘nurtured’ as they try!

Coaching for Creativity: Generate ideas & develop “And” & “Can Do” thinking• Coaching question examples:

• How could we accomplish that? • What other possibilities are there? • How could we combine these ideas?

Coaching for Service Excellence: Use Toyota Way/Lean Principles to turn ideas into reality• Coaching question examples:

• How does that idea help create flow? • How can we make it visual?

The story of how the guys at National Taxi Limo used creativity and Toyota Way Principles to create and deliver what their driver partners needed!

ü Peak services are what today’s customers want…and...today’s organizations need to deliver!

• Service Excellence is focused on creating and delivering the services our customers want now and for the long-term

• Creativity is about combining previous knowledge and understanding in new and unusual ways

• In order to ‘change our thinking’ we need to ‘change our behavior’ first!

• 15 minutes of coaching a day develops people’s creativity and ability to use Toyota Way/lean principles to strive towards Service Excellence!

www.karynrossconsulting.comkaryn@karynrossconsulting.com630-881-3068

Reach out with questions at any time!I’m always here to help!

Announcements (Then Q&A)

Our Next Webinar"PersonalLeadershipattheNexusofLeanandZen"– KevinMeyer– TuesdayApril25,1PMET

• KaiNexus.com/webinars

Ask Us Anything!• MarkGraban&Dr.GregJacobson• NextEpisodeApril4,1pmET• Register&submitquestionsviahttp://kainexus.com/webinars

• PastepisodesavailableonYouTube

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Thanks!• Web:

– www.kainexus.com– blog.kainexus.com– www.karynrossconsulting.com

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@MarkGrabanMark@KaiNexus.com

Karyn Rosskaryn@karynrossconsulting.com

@KRCLean4Service