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How to drive superior user experience the Toyota way

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How to drive superior user experience the Toyota way

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Toyota’s commitment to creating and delivering value to their customers starts with superior employee experience.

Toyota identified the strategic requirement to ensure they had the necessary data to understand how their employees use and experience IT, combined with the right tools and processes to mature and shift-left towards continuous and pro-active people-centric IT.

Arnaud Pire, Toyota Motor Europe’s Senior Manager IT, Service Delivery and Operations overviewed the organisational change management required to align and standardise support across Europe, how they approached a major Windows 10 migration, and what steps they take in their IT organisation to instil the Toyota way of “continuous improvement and respect for people”.

Toyota’s commitment to creating and delivering value to their customers starts with superior employee experience.

Toyota identified the strategic requirement to ensure they had the necessary data to understand how their employees use and experience IT, combined with the right tools and processes to mature and shift-left towards continuous and pro-active people-centric IT.

Arnaud Pire, Toyota Motor Europe’s Senior Manager IT, Service Delivery and Operations overviewed the organisational change management required to align and standardise support across Europe, how they approached a major Windows 10 migration, and what steps they take in their IT organisation to instil the Toyota way of “continuous improvement and respect for people”.

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How to drive superior user experience the Toyota way

  1. 1. Arnaud Pire Senior Manager IT, Service Delivery & Operations Toyota Motor Europe How to Drive Superior User Experience the Toyota Way
  2. 2. The Toyota Way defines our unique approach to digital employee experience Genchi Genbutsu Kaizen Quality Kaizen /kʌɪˈzɛn/ 改善 a Japanese business philosophy of continuous improvement of working practices. Genchi Genbutsu 現地現物 Sometimes referred to as "go and see." It suggests that in order to truly understand a situation one needs to observe what is happening at the site where work actually takes place: the genba (現場). One definition is that it is "collecting facts and data at the actual site of the work or problem." The Toyota Way: “a set of management principles & mindset based on continuous improvement & respect for people”
  3. 3. Excellent quality Customer retention / recommendation Sustainable continuous improvement Process and standardisation Hard facts coming directly from the point of occurrenceGenchi Genbutsu Kaizen Quality The Toyota Way defines our unique approach to digital employee experience
  4. 4. Snapshot of 2017 WannaCry, difficulty to locate assets Unable to patch/manage PC (SCCM agent) Process deviation, asset state incorrect Help desk agent unable to directly support user issues No understanding of overall workplace technology quality or user experience Software deployed and not used
  5. 5. The Toyota Way The continuous improvement path
  6. 6. SECURITY ü All software packaged ü Device control ü Application control Major organisation re-structure to unify service delivery teams across Europe, whilst Windows10 migration Before Hardware PC images Packages Software Management Support 1 brand, 12 models 3 images A Few Toyota Motor Europe 3 brand, many models Many None Local HQ Affiliated Distributors 10,000+ (98% outdated) During 2017 2018 2019 2020 Prepare Roll-Out Evergreen
  7. 7. 1 brand, 12 models 3 images A Few Toyota Motor Europe Major organisation re-structure to unify service delivery teams across Europe, whilst Windows10 migration After Hardware PC images Packages Software Management Support HQ Affiliated Distributors Before Hardware PC images Packages Software Management Support 3 brand, 12 models Many None Local HQ Affiliated Distributors 10000 (98% outdated) 1 brand, 5 models TME Toyota Motor Europe Local 1 image All software 700+
  8. 8. Enabling Kaizen and Genchi Genbutsu Selecting Nexthink to empower Toyota’s key principles
  9. 9. Excellent quality Customer retention / recommendation Sustainable continuous improvement Process and standardisation Hard facts coming directly from the point of occurrenceGenchi Genbutsu Kaizen Quality The Toyota Way defines our unique approach to digital employee experience
  10. 10. Why Nexthink Customer satisfaction Ability to capture user sentiment in context Hard facts from the point of occurrence Visibility from Digital Experience Score Excellent quality Focus on end-user perspective Process and standardisation Process deviation identification Sustainable continuous improvement ü Digital Experience Score ü Visualise sustainability ü Pro-active investigation ü Fix issues [KAIZEN] [KAIZEN] [QUALITY] [GENCHI GENBUTSU] [GENCHI GENBUTSU]
  11. 11. Implementing Nexthink into our tech eco-system and leveraging its capability via managed service Architecture Why we selected Nexthink managed service ü TME limited resources ü Nexthink’s technical expertise
  12. 12. Implementing Nexthink to drive Toyota’s key principles of Kaizen and Genchi Genbutsu ü Gain visibility of user experience ü Leverage automation to shift to L1 and resolve incidents faster ü Integrate Nexthink to maximise tools and enrich CMDB ü Engage users in a contextual manner ü Boost security Scoring key aspects of workplace technology to drive continuous improvement Security 9.43 Hardware 8.21 Infrastructure 7.00 Software 8.94 CMDB quality Automation to drive efficiency in support teams
  13. 13. The Toyota Way Driving into 2020
  14. 14. Key focusses to drive continued improvements in DEX Evergreen Kaizen through digital experience score Asset process roll- out @ affiliates Digital workplace adoption measures Activate CMDB quality KPIs Chat bot
  15. 15. Nexthink empowers Toyota Motor Europe to overcome challenges and continually improve digital employee experience in line with its key principles
  16. 16. Thank you

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