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Toyota's real achievement is not merely the creation and use of the tools themselves; it is in making all its work a series of nested, ongoing experiments, be the work as routine as installing seats in cars or as complex, idiosyncratic, and large scale as designing and launching a new model or factory.
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A woodsman was once asked, "What would you do if you had just five minutes to chop down a tree?" He answered, "I would spend the first two and a half minutes sharpening my axe."
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At a car dealership, the person who sells the car is the hero, and also gets the commission. But if the mechanics don't service that car well, the customer won't return.
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