{"id":5085,"date":"2010-10-12T05:12:40","date_gmt":"2010-10-12T11:12:40","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=5085"},"modified":"2016-12-25T01:10:48","modified_gmt":"2016-12-25T06:10:48","slug":"effortless-customer-experience","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/effortless-customer-experience\/5085\/","title":{"rendered":"Toyota Financial Services Effortless Customer Experience"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>We recently bought a new car &#8211; yes, a Toyota. To buy it, we went through Toyota Financial Services. This week, we received a letter welcoming us and giving us some information on our car <a title=\"finance pareto and wealth distributions\" href=\"https:\/\/staging.opexlearning.com\/resources\/personal-finance-the-pareto-principle\/9323\/\">payment bill<\/a>. At the bottom of that letter was this:<\/p>\n<blockquote><p>We are committed to ensuring your experience with us is as effortless as possible so you can focus on some of the more important things in your life.<\/p><\/blockquote>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-5088 alignright\" title=\"toyota-logo\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2010\/09\/toyota-logo.jpg\" alt=\"\" width=\"154\" height=\"118\" \/>That simple promise sums-up the type of experience I&#8217;d like with bills, customer service, and other daily annoyances: help me get back to the more important things in life, instead of having to deal with the urgent but unimportant.<\/p>\n<p>I became interested in the history of Toyota Financial Services and so I did some digging around and found interesting information on Toyota Financial Services:<\/p>\n<blockquote><p>About five years ago, Toyota Financial Services (TFS) began an incremental process of establishing a leadership strategy that reflects both an orientation toward performance and a firm foundation for development. The strategic initiative started when the CEO, George Borst, and the organization&#8217;s human resource department (HR) realized that TFS needed to change the way talent was being managed and developed. TFS also recognized that several things needed to occur to accomplish this.<\/p>\n<p>Merely acknowledging that an organization needs to change rarely leads to deep and fundamental change. Fundamental change requires a large amount of preparation and work. That is why TFS&#8217;s approach has taken<br \/>\nyears, not months, to implement. For every two steps TFS took forward, it took one step backward. It is no exaggeration to say that without extensive efforts to prepare the organization for change, TFS&#8217;s initiative could easily have failed.<\/p>\n<p>Organizational change begins with the organization&#8217;s culture, whether that culture is approached directly or\u00a0indirectly. Some attributes of TFS&#8217;s culture are<\/p>\n<ul>\n<li>A high respect for people and\u00a0relationships (very associate focused).<\/li>\n<li>A focus on improving quality\u00a0of life and supporting the communities\u00a0in which we live.<\/li>\n<li>Zero tolerance when it comes to\u00a0issues of integrity.<\/li>\n<li>The pursuit of kaizen, a philosophy\u00a0of continuous improvement.\u00a0TFS is always striving to be better.\u00a0This translates into placing a high\u00a0value on performance and results.<\/li>\n<\/ul>\n<\/blockquote>\n<p>Then came this interesting tidbit about how cultural values can clash against one another:<\/p>\n<blockquote><p>For example, respecting people\u00a0and relationships is a strong value, as\u00a0is continuous improvement. But these\u00a0values were sometimes seen as conflicting.\u00a0As a result, strong performance\u00a0was sometimes treated about\u00a0the same as average or even poor performance.<\/p>\n<p>This led associates to question\u00a0why they should work harder\u00a0when strong performance was not\u00a0rewarded. Consequently, associates\u00a0felt a sense of entitlement. Factors\u00a0such as length of tenure had become\u00a0key drivers for career advancement.\u00a0Changing the way management\u00a0and associates thought about TFS&#8217;s\u00a0value of performance required a delicate\u00a0balance\u201dhonoring the parts of\u00a0TFS&#8217;s culture that would serve as the\u00a0foundation for change while redefining<br \/>\nother aspects. In essence, what\u00a0TFS needed to do was create a culture\u00a0in which leaders could<\/p>\n<ul>\n<li>Hold associates and managers\u00a0accountable for performance, and\u00a0align rewards and consequences\u00a0accordingly.<\/li>\n<li>Differentiate based on performance,\u00a0and develop associates differently\u00a0based on their individual needs.<\/li>\n<li>Produce strong managers who\u00a0value the development of people.<\/li>\n<li>Provide regular and honest\u00a0feedback to associates to help them\u00a0maximize their performance.<\/li>\n<\/ul>\n<\/blockquote>\n<p>What&#8217;s fascinating about this article is that is shows how Toyota Financial Services was like prior to leadership development and what it was like after. In the article, there was no sugar-coating or anything attempt to look better than reality, just the facts. It shows the growth of Toyota Financial Services into the what it is today.<\/p>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>We recently bought a new car &#8211; yes, a Toyota. To buy it, we went through Toyota Financial Services. This week, we received a letter welcoming us and giving us some information on our car payment bill. At the bottom of that letter was this: We are committed to ensuring your experience with us is [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[203,131,613],"tags":[1039,478],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Toyota Financial Services and Lean<\/title>\n<meta name=\"description\" content=\"Toyota Financial Services and Lean Leadership development and their 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