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Session 805: How Toyota Optimizes Service Processes for Exceptional End-User Support

Friday, April 24 at 10:15 AM

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Toyota is recognized as a worldwide leader in process management. This session features a case study on how the Toyota Way and Toyota Production System are used to improve ITSM at Toyota Motor North America. Attendees will learn about specific methods and techniques for identifying waste, gaining efficiencies, and optimizing IT service processes – Kaizen, the Deming cycle, root-cause analysis, 3 Forms of Waste, and more – all within a framework of respect for people.

SupportWorld Live speaker photo for Mitch-Cartmell

Mitch Cartmell

PMO Manager


Mitch Cartmell is a Program Manager with SAIC, providing IT Services to Toyota Motor North America, including Corporate and Dealer Service Desks, Deskside Support, IT Field Support and Technical Support Services. Prior to Toyota, Mitch has delivered complex IT solutions to Neiman Marcus, American Airlines, Southwest Airlines and Wells Fargo Bank. Mitch is passionate about operational excellence, and draws upon experience with 6 Sigma, ITIL Foundations and process engineering to achieve best-in-class solutions. Mitch holds a BS Industrial Engineering from Oklahoma University.

SupportWorld Live speaker photo for Connie-Brandenburg

Connie Brandenburg

IT National Manager

Toyota Motor North America

Connie Brandenburg is an IT National Manager for Toyota Motor North America where she manages both the Corporate and Dealer Service Desks and Walk-Up Support. Leveraging Toyota Production System experience, Connie led her team through a seamless deskside move-in to Toyota's new Plano, TX campus for over 5,000 users, and was recognized by top TMNA executives. Her ITIL certifications coupled with her Toyota Way mindset have resulted in continuous improvement opportunities for both service desk and walk-up support. Her passion for running has resulted in the completion of several half-marathons which helps to balance her love for cooking with her husband.