Page 338 - The Toyota Way Fieldbook

Chapter 13. Problem Solving the Toyota Way 313

Issue Typical Scope Examples Implementation Process

Small-size Issues that • Elimination of • Primarily an individual
issues, appear minor issues and effort
virtually repeatedly waste • May be a joint effort or
unlimited throughout the • Small continuous small team
quantity, low day. May cause improvement such • Generally initiated by
difficulty to small amounts as 5S, visual individuals or small teams
resolve of waste every factory, or • Supported largely by
cycle. Range in improvement of direct supervisor
opportunity standardized work • Payment award and
from very small • Andon process to implementation through
to fairly stop the line and fix the suggestion program
significant. problems
immediately

Table 13-3. Toyota Approach to Small Issues

Telling the Problem-Solving Story

Toyota associates learn that the problem-solving process is like telling a story.
Every good story has an introduction or lead-in, character development and
substance in the middle, a conclusion, and perhaps a hint of a sequel . The prob-
lem-solving process has distinct chapters or steps. And like a good story, a good
problem-solving process will flow smoothly between each step, with a clear con-
nection from one to the other. The completion of one step will lead to the next
step, and there will be no break in the continuity. Here are the “chapters” of the
problem-solving story:

◆ Develop a thorough understanding of the current situation and define the
problem.
◆ Complete a thorough root cause analysis.
◆ Thoroughly consider alternative solutions while building consensus.
◆ Plan-Do-Check-Act (PDCA):
● Plan: Develop an action plan
● Do: Implement solutions rapidly
● Check: Verify result
● Act: Make necessary adjustments to solutions and action plan and
determine future steps
◆ Reflect and learn from the process.
There may be additional information contained in the story, but it will gener-
ally fall under one of these categories. As with good stories, each problem-solving