Finding Your Creative Side to Deliver Service Excellence

Finding Your Creative Side to Deliver Service Excellence

By Discovery Lean Six Sigma

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Finding Your Creative Side to Deliver Service Excellence

Whether you work in healthcare, politics, construction, or really just about any industry, providing Service Excellence is particularly important for your business.

If you’re not sure what Service Excellence is yet, I invite you to check out our post What is Service Excellence, where we shared our interview with Karyn Ross, the co-author of the Shingo Award-winning book The Toyota Way to Service Excellence: Lean Transformation in Service Organizations, which she co-wrote with Jeff Liker. Ross is a purpose-driven consultant and Lean coach at and she spoke to our VP of Improvement & Innovation Services Mark Graban, in a recent KaiNexus webinar titled, How to Coach for Creativity & Service Excellence.

In addition to explaining what Service Excellence is and isn’t in the webinar, Ross also spoke about creativity. Ross defines creativity as combining previous knowledge and/or experiences in new ways to generate ideas about how to do things differently. Doing things differently isn’t as impossible as most people tend to make themselves believe. Ross said that many of the products and services once thought to be impossible are now commonplace.

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“Think about 30 years ago, 40 years ago, what would someone have said if you would have explained to them that you were going to carry around a small, handheld computer, it had a phone in it and it had a camera in it,” Ross said. “Unfortunately, most people I know don’t think that they’re creative. When I’m doing a presentation or a workshop and I ask people to raise their hand if they think they are creative, do you know what happens? Well, most people look away, or they look down at their feet, or they pretend they haven’t even heard the question. Very few people are willing to raise their hand and say, ‘Yes, I’m creative.’ And that’s actually the saddest thing to me because I believe that as human beings we’re all innately creative, we just were born that way.”

Part of the problem is false beliefs that creativity happens like flashes of inspiration that come out of nowhere like lightning bolts, or that creativity is something that happens to other people.

By: Jeff Roussel
Posted: May 31, 2017, 11:27 am

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