How Lexus Keeps Scooping Up Those Dependability Awards
The Lexus brand is widely known for producing some of the most reliable vehicles available today. This is thanks to a culture that pays attention to detail and exceptional training. Staff members also take a lot of pride in the products they produce because they are a representation of their skills and work.
8 Years in a Row
Lexus was ranked by J.D. Power as the most dependable car brand in 2019. However, this is not new. Lexus has done this 8 years now in a row. Not very many car manufacturers are able to stay consistent with such kind of results in this era. The claimed supremacy by Lexus is attributed to its manufacturing culture and other factors that the company holds dear to its heart.
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The 2019 Study
In 2019, Lexus owners that had used their cars for about three years since they bought them reported that they had experienced 106 problems in the last 12 months for every 100 vehicles studied. This was 30 points above the industry average and 143 points above the worst-performing car brand.
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Top Earners
The Lexus GX topped as the best premium mid-size SUV while the Lexus ES was ranked as the most reliable premium compact car. Consumer Reports also ranked Lexus as the most dependable brand in 2019. Other publications also had the NX compact SUV and the GS in their top 10 most dependable vehicles 0f 2020.
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Monozukuri
While explaining how Lexus does it, Lexus' General Manager at TMMC, Steven MacNeil, said that Lexus draws its inspiration from the Japanese word 'monozukuri'. When directly translated, it means 'the making of things'. Its deeper meaning implies a certain level of intention and care for excellence within a particular process. It also refers to a dedication to pride and skill in the final product regardless of the impact this has on the brand's bottom line.
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Attention to Detail
According to MacNeil, taking pride in skillful processes means that workers need to pay attention to details. They need to sweat the small stuff. MacNeil and his team have been previously told that they have some type of OCD. This is because they pay a lot of attention to their preparation, efficiency, and quality as they go into mass production. Bolts are torqued to the exact specification and engines tested in environments that are free of dust.
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Exceptional Training
Nothing is left to chance by Lexus when training new staff. To ensure they maintain the exact specifications, the car brand sends them to critical skill modules through which they have to practice until they achieve proficiency. This could be learning how to paint, hose route, or tighten connectors. They are then sent to a team leader who matures and mentors them through their skills.
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Takumi Masters
Training doesn't stop at that. In Japan, Lexus refers to its top tier of skillful staff members as Takumi masters. The term Takumi translates to 'artisan'. These staff members carry a high level of skill and refined senses that take time to hone. Rather than doing 10,000 hours of practice, Takumi masters go through 60,000 hours of training to become experts and earn their titles. They are the ones given the responsibility of mentoring new staff. One of their tests involves folding an origami cat in 90 seconds using their non-dominant hand.
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Responding to Customer Feedback
The brand's constant desire for continuous improvement comes from its ability to respond quickly and effectively to customer feedback. According to Macneil, staff members visit dealers across different parts of the country and have face-to-face conversations with them. They get to hear what customers are saying about their cars. They bring this back to the plant where they make changes through product specifications.
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Thorough Testing
Lexus has always been thorough in how finished vehicles and parts are tested. This helps the brand to meet the set quality standards. MacNeil adds that all engines are dry-tested and transmissions wet-tested before they are installed into the vehicles. Not many OEMs do that. Lexus stays meticulous to ensure that the powertrain meets all the specifications before being used in a car. Once the vehicle is done, it's taken to the test track where it's tested for vibration, power, noise, harshness, and other metrics.
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Healthy Competition
In addition to ranking car brands, J.D. Power also awards automotive assembly facilities that perform well. The award is referred to as the J.D. Power Plant Quality Awards and it means quite a great deal among Lexus plants. They're all in competition globally to scoop the most. TMMC is currently just one award away from beating Toyota Motor Kyushu, its sister plant in Japan, for having the most awards. According to MacNeil, this has helped push for consistent improvement across the world.
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