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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	(45	minutes)
• Q&A	(10	minutes)
– Use	the	GoToWebinar
Meeting	Panel	to	
submit	a	question	at
any	time
• Recording	link	&	slides	will	be	sent	via	email
– Also	– see	the	“Handouts”	feature	and	Chat	box
About Karyn Ross
An	experienced	lean	consultant,	coach	and	
practitioner,	Karyn is	the	coauthor,	with	Jeff	Liker,	
of	the	Shingo	Award-winning	The	Toyota	Way	to	
Service	Excellence:	Lean	Transformation	in	Service	
Organizations.	Focused	specifically	on	services,	
Karyn has	worked	with	small,	medium	and	large	
organizations	in	sectors	as	diverse	as	insurance,	
financial	services,	HR,	transportation	and	retail.	
Using	her	unique	approach,	Karyn teaches	people	
how	to	combine	creativity	with	lean	practices	to	
ensure	that	every	customer	receives	exactly	what	
they	want,	when	they	want	it,	right	the	first	time	
with	a	personal,	human	touch.	A	practicing	artist,	
with	an	MFA	in	Sculpture,	Karyn lives	with	her	
family	in	Naperville,	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 processes
üWhat 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, real
connections
ü 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.com
karyn@karynrossconsulting.com
630-881-3068
Reach out with questions at any time!
I’m always here to help!
Announcements
(Then Q&A)
Our Next Webinar
"Personal	Leadership	at	the	
Nexus	of	Lean	and	Zen"
– Kevin	Meyer
– Tuesday	April	25,	1	PM	ET
• KaiNexus.com/webinars
Ask Us Anything!
• Mark	Graban	&	Dr.	Greg	Jacobson
• Next	Episode	April	4,	1	pm	ET
• Register	&	submit	questions	via	
http://kainexus.com/webinars
• Past	episodes	available	
on	YouTube
Other Resources
www.KaiNexus.com
Podcasts
• www.KaiNexus.com/podcasts
• Subscribe	via:
– iTunes
– Google	Play
– Stitcher
Thanks!
• Web:
– www.kainexus.com
– blog.kainexus.com
– www.karynrossconsulting.com
• Webinars	on	Demand:
– www.kainexus.com/webinars
• Social	Media:
– www.twitter.com/kainexus
– www.linkedin.com/company/kainexus
– www.facebook.com/kainexus
@MarkGraban
Mark@KaiNexus.com
Karyn Ross
karyn@karynrossconsulting.com
@KRCLean4Service

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How to Coach for Creativity & Service Excellence

  • 1. 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
  • 2. Agenda & Logistics • Presentation (45 minutes) • Q&A (10 minutes) – Use the GoToWebinar Meeting Panel to submit a question at any time • Recording link & slides will be sent via email – Also – see the “Handouts” feature and Chat box
  • 3. About Karyn Ross An experienced lean consultant, coach and practitioner, Karyn is the coauthor, with Jeff Liker, of the Shingo Award-winning The Toyota Way to Service Excellence: Lean Transformation in Service Organizations. Focused specifically on services, Karyn has worked with small, medium and large organizations in sectors as diverse as insurance, financial services, HR, transportation and retail. Using her unique approach, Karyn teaches people how to combine creativity with lean practices to ensure that every customer receives exactly what they want, when they want it, right the first time with a personal, human touch. A practicing artist, with an MFA in Sculpture, Karyn lives with her family in Naperville, Illinois.
  • 4. • 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
  • 5. üLean processes üWhat 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, real connections ü I’m not a machine, I’m a human being They want it all – and they want it their way - NOW! “Peak Service Experiences”
  • 6. They never want to hear the words… “I can’t…”
  • 7. 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:
  • 8. 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?
  • 9. 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
  • 10. 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?
  • 11. 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!
  • 12. 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!
  • 15. Our Next Webinar "Personal Leadership at the Nexus of Lean and Zen" – Kevin Meyer – Tuesday April 25, 1 PM ET • KaiNexus.com/webinars
  • 16. Ask Us Anything! • Mark Graban & Dr. Greg Jacobson • Next Episode April 4, 1 pm ET • Register & submit questions via http://kainexus.com/webinars • Past episodes available on YouTube
  • 19. Thanks! • Web: – www.kainexus.com – blog.kainexus.com – www.karynrossconsulting.com • Webinars on Demand: – www.kainexus.com/webinars • Social Media: – www.twitter.com/kainexus – www.linkedin.com/company/kainexus – www.facebook.com/kainexus @MarkGraban Mark@KaiNexus.com Karyn Ross karyn@karynrossconsulting.com @KRCLean4Service