The Toyota Way in Action
I’ve been slowly working my way back through old 99% Invisible episodes and I came across one that really grabbed me. Probably because it resonates with a lot of what I’ve been doing and thinking about lately.
In this episode the story is about how Virgina Mason, a hospital in Seattle, used learnings from Toyota’s production process to make their hospital better (and save money, etc) by striving to reduce waste (in this case patient waiting rooms, etc.) and construct an environment that put the customer (the patients) first.
This entire, multiyear overhaul started with a ball of blue yarn. The staff met with a Toyota Production System sensei and he took out the ball of blue yarn and a map of the hospital and told the staff to trace the path a cancer patient would take on a typical visit for chemotherapy treatment. When they were finished, it was an immensely powerful visual experience...
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