A3 Thinking
Structured thinking on a single page
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What Is A3 Thinking?
A structured problem-solving and communication approach that fits on a single A3-size paper (11×17 inches).
A3 Thinking is both a paper size and a problem-solving methodology developed at Toyota. The A3 report forces clear, concise thinking by constraining the problem, analysis, and solution to a single page. But the real value isn't the paper—it's the thinking process and dialogue it enables.
The A3 process typically follows 8 steps: (1) clarify the background, (2) define the problem, (3) set a goal, (4) analyze root causes, (5) develop countermeasures, (6) implement, (7) check results, and (8) standardize and share learning. Each step builds on the previous one, creating a logical story.
A3 Thinking emphasizes nemawashi (building consensus through pre-discussion) and catch-ball (iterative dialogue between presenter and mentor). The report is never "done"—it evolves through multiple drafts as thinking deepens. This makes A3 both a problem-solving method and a people development method.
- •Complex problems requiring structured analysis
- •Building consensus across stakeholders
- •Developing problem-solving capabilities in people
- •Documenting thinking for organizational learning
- •Proposals, status reports, and strategic planning
- •Trivial problems with obvious solutions
- •When you need to act immediately (do A3 after for learning)
- •Personal tasks that don't need organizational buy-in
- •If you're going to use it as a template without the thinking
- •Filling in boxes without real thinking
- •Working alone instead of getting input
- •Jumping from problem to solution (skipping analysis)
- •Treating it as a form rather than a thinking process
- •Not following up to check if countermeasures worked
Standard Example
A3 Title: Reduce Customer Hold Time in Support Queue
Background: Customer support receives 400 calls/day. Executive priority is improving NPS score, which correlates with hold time.
Current Condition:
• Average hold time: 8.5 minutes
• Customer satisfaction: 72%
• 23% of callers abandon before connecting
Target Condition:
• Average hold time: < 3 minutes by Q2
• Customer satisfaction: > 85%
• Abandonment rate: < 10%
Root Cause Analysis:
• 5 Whys revealed: Agents spend 40% of call time searching for information across 6 different systems
Countermeasures:
1. Create unified knowledge base (searchable)
2. Implement call-back option during peak times
3. Add skill-based routing for complex issues
Implementation Plan:
• Week 1-2: Knowledge base pilot with 5 agents
• Week 3-4: Full rollout + training
• Week 5+: Monitor and adjust
Results: (To be completed after implementation)
Follow-Up: Share across regional support centers
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