"I recommend the book as a quick read for people who have some familiarity with lean manufacturing but are wondering how they can adapt some of those principles and methods in their non-manufacturing business".reader testimonial"The book is geared toward mid- and top-level executives, along with operations executives, quality professionals, trainers, and human resource personnel."reader testimonial

• Part I: Focusing on the Customer, 1. New Toyota Center Seeking To Make Sales & Marketing Lean, 2. Transforming a Service Firm, 3. Revamping Design Process Increases Speed and Quality, 4. Call Center's Transformation Produces Award for Service, 5. New Restaurant Owner Sees His Future in a Lean Lunch, Part II: Improving Flow, 6. Ambulance Office Responds To Calls for Improvements, 7. Whether Office or Factory, The Same Principles Apply, 8. Neither Culture Nor Equipment Stops Postal Transformation, 9. Builders Seek to Demolish Inefficiency, Part III: Taking the Right Steps, 10. First Steps to Making Your Office Lean, 11. 5S Techniques Can Clean Up The Hard Drive of a Computer, 12. Simple, Early Wins Help Build Support for Office Lean Efforts, 13. Tips for White Collar Kaizens, 14. Invoicing and Receiving Receive the Kaizen Treatment, 15. Delphi Lean Strategy Evolves To Go Beyond the Shop Floor, 16. Improving Flow in an Office Setting, 17. Spreadsheets & Data are Tools In Quest for the Lean Office, 18. Publisher Makes Key Concepts A Daily Part of Its Newspapers, Citations, Index