Artful Making: What Managers Need to Know About How Artists Work

totality of interaction between the automaker and the cus-

tomer, possibly extending over the life of many individual

cars. “Play” denotes an experience for customers and the act

of making that experience. The ensemble member on the

Toyota line plays in this sense. He or she is part of the mak-

ing, and part of the total experience of the customer—part of

the play.

If the product and the process of making are the same, it

follows that attention to the process is the most important

aspect of making. An impeccable process will yield a valuable

product. This emphasis on process clarifies the artful making

shift away from rigid plans and prescribed goals, ...