How to coach for creativity and service excellence workshop

February 26, 2020 | 9:00 am to 4:00 pm
Contact AME: 224-232-5980 |
AME Consortia Members: $325
AME Member: $425
Non-Member: $475


UCSF Medical Center
530 Parnassus Ave.
Lange Room, 5th Floor in the Library
San Francisco, CA

AME SF Bay Area ConsoritiumAME's San Francisco Bay Area Consortium Presents "How to Coach for Creativity and Service Excellence Workshop."

We learn by doing. This workshop is designed to give participants hands-on practice using the approach described in Karyn’s book, How to Coach for Creativity and Service Excellence: A Lean Coaching Workbook. All exercises are designed both to develop the participant’s confidence and to be used in the participant’s organization following the workshop. This is a highly interactive session!


Through learning-by-doing, participants will practice the basics of:

  • Lean in Services: Creating Flow in Circular Value Stream
  • Creativity: Generating new and better ideas
  • Coaching: Challenging and nurturing people to turn ideas into better ways to work


Each participantwill need to order a copy of How to Coach for Creativity and Service Excellence.

How to Coach for Creativity and Service Excellence: A Lean Coaching Workbook is a self-contained workbook, enabling the reader to complete twenty-one days of practical exercises and activities focused on creativity, lean and coaching (one set per day). The workbook will guide the reader through a structured, systematic, easy-to-understand, habit-building approach, and function as the reader’s ‘coach’. As you ‘work’ your way through the book, you will reclaim your creativity, learn Karyn’s tried-and-true 15-minute a day coaching approach and adapt lean principles, practices and tools to your own particular organization.



Welcome & Introductions

Drawing it Out: Getting to Know Each Other AND Getting our Creative Juices Flowing!
Theory Thought Starters

Why we need to focus on Service Excellence
Why we need to focus on Creativity
Why Coaching is essential
Overview of Karyn’s Daily 15-minute coaching approach

Learn by Doing: Put it Into Practice

Review Target Problem(s)
Peak Service (Or Not) Analysis
Theory Thought Starter

Circular Value Streams: A Common Challenge to Flow in Services
What’s the Problem (Equation)?
Target – Actual = Gap (Problem) Theory
Learn by Doing: Put it Into Practice

Use the Problem Equation to Define the Gap using Simulation Round 1’s data
Dear Diary

Write a diary entry about the concepts presented so far
Lunch (provided)


What’s Your Problem?

Introduction to Business Problem(s) to work on
Learn by Doing: Put it Into Practice

Create the Long List of “I Can’t’s”
Theory Thought Starter

The Elements of Creativity
Divergent Thinking
“And” vs “Either/Or” Thinking
Learn by Doing: Put it Into Practice

Divergent Thinking Exercise
Generate creative ideas to get closer to the Target

Learn by Doing: Put It Into Practice

Choosing the first Next Step to complete a PDCA Cycle for
Work on Target Problem(s)

Go to workplace to observe Target Problem areas (TBD)
Complete as many Next Step PDCA Cycles as possible
Conduct Coaching Sessions between each Next Step
Time to Reflect

Share-back of work on Target Problems

Written Reflection

Group discussion of Reflections


This event is hosted by AME Consortium member UCSF Healthcare.


An experienced lean consultant, coach and practitioner, Karyn Ross 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.

Visit Karyn's website to learn more.