Join us for a virtual MLC Book Club - From Page to Practice!

Virtual | Free For Members | 4:00 - 5:00 pm

What we are Reading: Zingerman’s Guide to Giving Great Service

Zingerman's Guide to Giving Great Service by Ari Weinzweig is a practical, engaging blueprint for building a world-class customer experience, written by the co-founder of the legendary Zingerman's Delicatessen. Through real-world stories, Weinzweig shares actionable strategies on leadership, culture, and hospitality, proving that exceptional service starts with treating employees well and embracing customer complaints as opportunities.  

Note: Reading the book is encouraged but not required.

Facilitator:

Ruth Archer
Director of Continuous Improvement | Michigan Technological University

Ruth Archer is the Director of Continuous Improvement at Michigan Technological University and a Lean Six Sigma Master Black Belt. She manages the continuous improvement activities for the university, where she is responsible for facilitating improvements that close the gap between current state and the university's strategic goals, fostering the continuous process of people development, and promoting collaborative partnerships and sharing Lean expertise in the state, the nation, and the global community. In addition, she teaches several courses on Lean culture and tools. Archer is also the president of the Superior Leadership Institute, where she coaches others for leadership excellence and creates and delivers training on Lean and continuous improvement, leadership development, and managerial skills. 

Archer holds a BS in Electrical Engineering, an MBA, and a PhD in Business Administration with a specialization in organizational psychology. She is the Lean Higher Education Americas Steering Committee Professional Development Officer and former Chair, and a former examiner for the Michigan Performance Excellence (MIPEx) award and the Baldrige National Quality Award. Archer also holds a Lean Systems certification through the University of Kentucky and a change management certification through PROSCI.

Before working at Michigan Tech, Archer served in the United States Air Force, where she held multiple positions, including aircraft master technician and quality maintenance inspector, test equipment designer, aircraft electromagnetic signature collector, radar capability modeler, current and future radar engineer, executive officer, and AFROTC instructor.

What is the Book Club - From Page to Practice

Join the MLC Book Club: From Page to Practice—a collaborative learning experience where we explore impactful Lean books and translate key concepts into real-world application. Each session goes beyond discussion, helping you walk away with practical insights and actionable ideas you can immediately bring back to your organization.

Non-MLC members welcome too.

• Meet and greet other Lean thinkers
• Join us with a topic that you need help brainstorming
• Learn about MLC and upcoming events
• Networking, networking, networking!

New To The MLC?

At the MLC, we do our best to be inclusive at every level of experience, whether it’s a conference, Gemba walk or any other of our membership activities.

An individual or organizational membership gives you a year’s worth of great Lean learning and networking at low- or no-cost!