One System One Voice 
Intermediate level
Advanced level

Customer Back Model – daily operating model

Integrating customers in everyone's activities
Monday, Oct. 9 Location Code
8:00am-12:00pm Sheraton, 3rd floor, Fairfax MW/13

This experiential learning practicum is an in-depth study of the operating model used years ago to develop the current thinking that Toyota people utilize daily.


Hear how change agents often believe they can copy what they see at Toyota today and via training/workshops their people will apply thinking like Toyota people. Too often the training focuses on the application of tools rather than teaching people how to think. Attendees will learn how the model enables people to think and understand how their role impacts customer outcomes, and the relationships of value chains, standards and problem solving. The Customer Back Model© serves as a methodology to teach thinking and as a visual management model.


One System One Voice is a learning-oriented group dedicated to organizational transformation. The firm coaches and counsels leaders about understanding the change in thinking and behavior required to transform to a one-system, one-voice culture. It also counsels leaders about techniques to move people through the stages of change from not being on board to being an advocate.

Presenters: Larry Anderson / Ron Oslin

Larry Anderson is a gold-certified (SME/AME/ASQ/Shingo) lean senior management and training professional with over 40 years of experience. He serves as a senior examiner/team lead for both the Shingo Prize for Operational Excellence and the AME Excellence Award. He is certified by the Shingo Institute to facilitate all institute workshops, is past chair of the SME/AME/ASQ/Shingo Lean Certification Oversight and Appeals Committee, and serves as president of the Southwest Region of AME. Anderson pursued the masters in engineering management program at the University of Louisville and holds a BSME degree from Texas Tech University. 

Ron Oslin is a leadership coach/therapist at Capital One. He joined Capital One in 2007 with more than 20 years of lean application in manufacturing and service. He began his process learning journey in 1982 as an intern with Dr. Edward Deming and honed his leadership skills as a leader at Toyota. Oslin has held roles as CEO, COO and transformation leader in several organizations and has applied lean methodologies in printing, auto manufacturing, marine heating and air conditioning manufacturing, health care, education and banking. Oslin co-authored ‘Motivational Interviewing and Lean Coaching' (Target magazine, 2015). He received his bachelor’s degree from Virginia Commonwealth University.