Quote from Under the Hood of Toyota's Recall: 'A Tremendous Expansion of Complexity'. Watch the video
Prof. Takahiro Fujimoto says:
(Quote)
I would probably say middle managers, particularly at headquarters, started to deviate from the Toyota Way by being arrogant, being overconfident, and also they started not to listen to the problems that customers raised. Toyota is a problem-finding, problem-solving company. This culture is still there in the factories and in product development centers. But in some parts of the headquarters, someone started to say, "Hey, this is our problem. I am responsible for finding my problems and solving my problems. It's not [for] you [outside Toyota] to find our problems."
Sometimes I'm critical of Toyota. But they get angry. They always say, "We want to find problems. So please, give us any clues on the problems you see." But if I actually say, "This is a problem for you," they say, "This is none of your business. We have to find the problem. Not you." This attitude was growing for some time, I think, in some parts of headquarters. That was very dangerous. It is a good time to correct this kind of attitude and go back to the basics of the Toyota system.
(Unquote)
No comments:
Post a Comment