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”.

1. Arnaud Pire
Senior Manager IT, Service Delivery & Operations
Toyota Motor Europe
How to Drive Superior User
Experience the Toyota Way

3. 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”

4. 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

5. 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

6. The Toyota Way
The continuous
improvement path

7. 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

8. 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+

9. Enabling Kaizen and Genchi Genbutsu
Selecting Nexthink to empower
Toyota’s key principles

10. 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

11. 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]

12. 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

13. 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

14. The Toyota Way
Driving into 2020

15. 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

16. Nexthink empowers Toyota Motor Europe
to overcome challenges and continually
improve digital employee experience in
line with its key principles

17. Thank you