How Toyota Turns Workers Into Problem Solvers


HBS Working Knowledge: Operations

Interview with HBS Professor Steven Spear

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Mark Graban is an internationally-recognized consultant, author, and professional speaker who has worked in healthcare, manufacturing, and startups. His latest book is Measures of Success: React Less, Lead Better, Improve More. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. He also published the anthology Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also a Senior Advisor to the technology company KaiNexus.

  1. Anonymous says

    Toyota is so much into lean that its quality has deteriorated.
    My 2000 toyota with 42,000 miles now experienced interior moulding delaminating.
    The customer response is that is too bad because it passed 36,000 miles.
    This sounds like GM in the making.
    I suggest you sell your Toyota and look for a company that backs up and takes responsibility of their defective products and pay attention to their customer

  2. Mark Graban says

    I don’t understand the post, that “Toyota is so much into lean that quality has deteriorated.” Lean is all about quality. It’s too bad that you have a problem with your Toyota. I doubt the response would be any warmer or more helpful from any other car company. Toyota, or any car company, should view you as a lifetime customer and make some accommodations for you, but it’s easier (unfortunately) for them to hide behind a consistent policy.

    If Toyota’s quality is better, they should be able to offer a longer warranty, but the market doesn’t demand that. Remember, Toyota’s challenge has been to not grow too quickly….

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