Taxi Drivers in Japan: Total Customer Dedication

This ABC piece on Japanese taxi drivers is a lovely reflection of a culture built around total commitment to the customer. Japanese society embodies the ideals at the heart of quality management: continual improvement and genuine customer focus. It is the same thinking that produced the Toyota Production System and the practice of Kaizen.

Service professional delivering work onsite — Japan’s culture of total customer commitment, exemplified by its taxi drivers, produced the Toyota Production System and the practice of Kaizen (continual improvement).

The lesson is that quality is cultural as much as procedural. A well-designed ISO 9001 quality management system gives that mindset a structure, turning customer focus and continual improvement into habits the whole organisation can sustain.

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