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Driving Change: Improving Toyota Express Service with the Toyota Production System
At Ken Mills Toyota, Driving Change is about continually looking for better ways to improve the experience for our customers.
As part of this commitment, our team recently worked with TSSC Australia to explore how the principles of the Toyota Production System (TPS) could be applied within a dealership environment.
The focus was simple: how can we make Toyota Express Service more efficient for our customers while maintaining the quality and care they expect from Ken Mills Toyota?
Applying the Toyota Production System to Express Service
The Toyota Production System is built around continuous improvement, efficiency and identifying ways to remove unnecessary steps from a process.
Working alongside TSSC Australia, our team reviewed the Express Service process from start to finish.
We looked closely at how our technicians move through each stage of a vehicle service, how tools and equipment are positioned, how tasks are coordinated and where time could be saved without compromising the quality of the work being completed.
By making practical changes to the way the process operates, we were able to dramatically reduce the time required to complete an Express Service.
Less Waiting, Same Focus on Quality
For our customers, the benefit is simple - a more efficient servicing experience and less time waiting for their vehicle.
Importantly, improving efficiency doesn’t mean cutting corners.
The aim was to refine the process around our technicians so they could complete the required work more efficiently while continuing to deliver the high standard of Toyota servicing our customers expect.
It is a great example of how small changes behind the scenes can make a significant difference to the customer experience.
Continuous Improvement at Ken Mills Toyota
One of the key principles behind Toyota is the idea of continuous improvement, or always looking for opportunities to do things better.
For Ken Mills Toyota, that extends beyond the vehicles we sell.
It means looking at every part of our dealership and asking how we can improve the experience for our customers - whether that is purchasing a vehicle, booking a service or getting back on the road sooner.
Our work with TSSC Australia and the Toyota Production System is another example of how we are Driving Change across our dealerships.
Watch the video to see how our team applied Toyota Production System principles to the Express Service process and the difference those changes made.
Toyota Servicing on the Sunshine Coast
Ken Mills Toyota provides Toyota servicing and maintenance from our Maroochydore and Nambour locations.
Whether your Toyota is due for scheduled servicing, maintenance or you would like to learn more about our Express Service options, speak with the Ken Mills Toyota Service team.
Ken Mills Toyota - Driving Change to become the #1 Choice for Locals.