Zipcar Interview

Peter Merholz interviews Scott Griffith, CEO of Zipcar.

There’s always an evolutionary process in the background. One thing that we’ve done is really started to employ what Toyota calls their kaizen techniques. Anyone in the company can raise their hand and say, “I see an inefficient process,” or “I see a user experience issue,” and if we call a meeting and really review how we’re doing it now and review how we can improve it, that through better systems, better processes, or some unique application of the technology we’re not using yet, we could really change either the consistency of the delivery of our service, our member experience, or improve it overall.

[via Service Design Mailing List]

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