Toyota Way 4P model

Toyota Way 4P model

1. Philosophy

   • Delivering service excellence is a long-term philosophy, not a strategy focusing only on short-term financial rewards:
     • What is your organization’s purpose, and how will the company contribute to society through the service it delivers?

2. Process

   • Processes at all organizational levels must be designed and continually refined to deliver the services that customers want, striving toward single-piece flow:
     • Macrolevel. The architecture of the entire value stream must support service excellence.
     • Microlevel. All team members throughout the enterprise must be actively engaged in seeing gaps between the desired state and the actual state of services and then working toward closing them

3. People

   • especting people in an organization means challenging them to stretch to new levels of service excellence through constant coaching, not “empowering” them through training and then “getting out of their way:”
     • Macrolevel. Overall organizational design must support customer-focused continuous improvement and respect for people.
       • Microlevel. Process-level PDCA, with coaching, develops team member capabilities.

4. Problem solving

   • Problem-solving efforts across the organization must be aligned to deliver service excellence:
     • Macrolevel. Objectives are aligned to company strategy through a clearly articulated, long-term business strategy (hoshin kanri).
       • Microlevel. All improvement efforts support the delivery of service excellence as defined at the macrolevel.