Nayima - Use Reliable Technology

Use only reliable, thoroughly tested technology,

that serves your people and process

A few quotes about technology in the "Toyota Way":

• "...we're conservative in our approach to applying automation. You can kaizen people very easily, but it's hard to kaizen a machine. Our process got far more productive and efficient, bu the machine didn't. So, the machine had to come out."
• "First work out the manual process, and then automate it.... And always supplement the system information with 'Genchi Genbutsu' or 'Go look, go see'"

Technology has to be very reliable, because with continuous flow and "pull", the slighest technical problem with break the process and create lots of waste and unevenness. Therefore, new technology is only introduced when is has been thoroughly tested.

Technology is not seen as a competitive advantage by Toyota; people and process are. Technology is easy to copy or acquire; people and processes are not. Therefore, technology is only introduced when it's very clear how it will bring value to people and processes.

Some examples in the book:

• The Chicago parts distribution center was the most automated of Toyota's centers, yet was one of the least productive ones. The automated system led to too large batches and wait time. It couldn't cope when the shipment cycle was reduced. The automated system was removed.
• The Cincinatti parts distribution center has very little automation, but is the most productive center, relying on people using visual control, pull systems and continuous flow

It all sounds very conservative and could lead to stagnation, were it not for the balancing force of Hansei (constant reflection) and Kaizen (continuous improvement), so that people are always trying to improve. If technology can help the improvement and, after thorough testing, is proven to be effective and reliable, the technology is implemented swiftly. If technology gets in the way of people or process, it must go.

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This principle was one that suprised many people at the Agile Open session. Many IT people like to work with the "latest and greatest". The attraction of new technology can be in the "shiny new toy" aspect, the fun of discovering and learning new stuff or being among the first adopters. Yet, new technology always has its warts, teething problems and is incomplete.