This book is one the best for understanding Lean applications in Services. It is not the techniques that makes this book great. These are known.
The real strengths of this book are the questions it raises, the examples it provides, and its perspective on application and implementation.
The questions raised are from a consumer's point of view - getting problems solved completely, when and where we want them solved, without investing too much of our 'unpaid' time. The book also clearly demonstrates how Lean can result in a 'win win' for producers and consumers.
The examples illustrated are very helpful and insighful. They also cover a wide range - from Help Desks to Retail to Air Travel.
Above all, the language is simple, the explanations down to earth. And yet, very insightful and thought provoking.
Indeed, the book is very well crafted.
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