December Membership Luncheon

Speaker: Toshiyuki Kitamura, Group Manager, TSSC, Toyota Motors North America

We invite you to learn how Toyota's customer service model can help your business improve with the goal of building high-engagement, high-performing cultures that improve quality, productivity, and reduce lead time.


Toyota Production System & The Serve Denton Way Story: Serve Denton's mission is to partner with nonprofits to help make their services more accessible for people in need. While the end users are the people coming to the Center for assistance, customers are the nonprofits to whom they provide high-quality space at an affordable cost. As a service provider, customer satisfaction is a crucial measure of success. When they opened the Serve Denton Center, they asked themselves, "Who is the best in the world at customer service?" that they could emulate. Toyota Motor Corporation quickly rose to the top of the list. Through their research, they discovered their program to teach nonprofits the Toyota Production System (TPS). So, Serve Denton reached out to Toyota, and they eagerly agreed to work with them and help create the "Serve Denton Way," which they use daily to guide their efforts to continuously improve processes. The Serve Denton Way has helped them eliminate waste and improve the value provided to customers.