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The Toyota Way to Service Excellence: Lean Transformation in Service Organizations by Karyn Ross, Jeffrey Liker

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Chapter 9

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Problem-Solving Principles: Strive Toward a Clear Direction Through Experimenting

One area where I think we are especially distinctive is failure. I believe we are the best place in the world to fail (we have plenty of practice!), and failure and invention are inseparable twins. To invent you have to experiment, and if you know in advance that it’s going to work, it’s not an experiment.

—Jeff Bezos, Amazon founder

PROBLEM SOLVING AS SCIENCE

Toyota Business Practices (Chapter 2) is Toyota’s problem-solving method. When someone says “I am a problem solver,” they often mean they are fire fighters—fixing things that are broken. This is not ...

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