Chapter 18Principle 12: Go and See for Yourself to Thoroughly Understand the Situation (Genchi Genbutsu)
Observe the production floor without preconceptions and with a blank mind. Repeat "why" five times to every matter.
In my Toyota interviews, when I asked what distinguishes the Toyota Way from other management approaches, the most common first response was genchi genbutsu—whether I was in manufacturing, product development, sales, distribution, or public affairs. You cannot be sure you really understand any part of any business problem unless you go and see for yourself firsthand. It is unacceptable to take anything for granted or to rely on the reports of others.
I have often heard the ...
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