Improving performance in service organizations : how to implement a lean transformation / Joyce A. Miller, Tatiana Bogatova, Bruce Carnohan.

Improving performance through a lean transformation
Establishing a context for improving organizational performance
From knowledge to practice
Overview : understanding basic concepts of lean thinking
Value streams, wasteful activities, and unacceptable results
Performance measures
Value stream and process flow mapping
Problem solving to identify improvement opportunities
Implementing improvements and tracking results
Creating a culture of organizational learning and your lean transformation
Case studies of lean transformations in service organizations.