Chapter 2. Changing the Game
In the previous chapter, we looked at ways of developing a living service culture. That is the starting point for the journey to living service. In this chapter, we shall now explain how we are doing things differently – or changing the game.
Think back to how Toyota transformed the automotive industry with its approach to lean production. The idea that you build quality into every component – rather than checking for quality after the car is built – seems obvious now. But, at the time, the thinking behind management ideas such as Total Quality Management was revolutionary. The Toyota Production System (TPS) changed the game for car manufacturers. But it also changed the expectations of everyone who drives a car. Today, ...
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