I’m sure you’ve all heard about the recent news with Toyota.
by prakhar via Flickr
Recalls happen. It’s a statistical certainty that companies are going to have recalls from time to time. Usually it’s something minor in nature but recently Toyota has had multiple issues regarding accelerators sticking and potential braking system issues.
The part I’m in mourning about are reports that Toyota required extensive outside pressure to act in some cases. These are big safety issues.
According to US Transportation Secretary Ray LaHood, when government officials spoke to the North American offices of Toyota they were unresponsive. It took a trip to Japan in order to get some attention on the issue. I feel the icon Toyota once was for me is now tainted. Did I just have an unrealistic view of the company and their operations before?
My questions are as follows:
- Why didn’t a company who is touted for kaizen have a feedback mechanism in place so they were the first to know about the problems?
- What institutional processes are broken that made Toyota a bit “safety deaf” according to LaHood? This isn’t a matter of individual mistakes, the results indicate organizational process deficiencies.
- What happened and what lessons should we learn from recent events?
I’m looking forward to your opinions in the comments section.
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{ 12 comments… read them below or add one }
So you rather trust government officials than Toyota?
Perhaps I didn’t make myself clear.
I am lamenting the fact that Toyota wasn’t able to get this taken care of internally without the need for government intervention.
Second, are you insinuating that LaHood was misrepresenting or lying about Toyota being slow to act?
So you rather trust government officials than Toyota?
Perhaps I didn’t make myself clear.
I am lamenting the fact that Toyota wasn’t able to get this taken care of internally without the need for government intervention.
Second, are you insinuating that LaHood was misrepresenting or lying about Toyota being slow to act?
It’s jarring to consider that feedback mechanisms are not in place for Toyota from the beginning to get the recall and repair cycle under way. I find it intriguing the LaHood (who, I might add, doesn’t come across as being completely altruistic in this mess) felt compelled to reveal that Toyota needed to be reassured that a recall was ‘in their best interests’. The notion that possible bad PR from an announced recall was of utmost concern to Toyota may hold the key to why this icon didn’t meet your expectations, or mine for that matter.
Of course, considering Isiah Thomas once endorsed Toyota vehicles, I can’t say I’m totally shocked with the mismanagement!
It’s jarring to consider that feedback mechanisms are not in place for Toyota from the beginning to get the recall and repair cycle under way. I find it intriguing the LaHood (who, I might add, doesn’t come across as being completely altruistic in this mess) felt compelled to reveal that Toyota needed to be reassured that a recall was ‘in their best interests’. The notion that possible bad PR from an announced recall was of utmost concern to Toyota may hold the key to why this icon didn’t meet your expectations, or mine for that matter.
Of course, considering Isiah Thomas once endorsed Toyota vehicles, I can’t say I’m totally shocked with the mismanagement!
Hi Josh,
Like you said they tout their products and processes, and maybe they think that no issues will ever arise, come on it’s Toyota!
So far Toyota has recalled about 7,000,000 vehicles and actually it is the same number they have sold in 2009!
Lesson to learn is Kaizen has to be revised, and my next car won’t be Toyota..
Let’s wait and see the final conclusion, however I expect that it will not be disclosed.
Hi Josh,
Like you said they tout their products and processes, and maybe they think that no issues will ever arise, come on it’s Toyota!
So far Toyota has recalled about 7,000,000 vehicles and actually it is the same number they have sold in 2009!
Lesson to learn is Kaizen has to be revised, and my next car won’t be Toyota..
Let’s wait and see the final conclusion, however I expect that it will not be disclosed.
Josh, I have to admit, I was shocked and saddened when I heard about the recalls. Actually, it was the fact Toyota wasn’t the one who pushed for it that bothered me. This points to a systemic change in Toyota. How many of us refer to Toyota when we talk about process improvement? If Toyota has fallen from grace, clearly in support of something OTHER then taking care of their customers, who will be next? I think their brand may be irreparably tarnished. Whatever it takes, whatever it costs, they need to step up and prove their customers are the most important thing to them.
Right now, their actions speak so loudly I can’t hear anything they are saying.
Best Regards,
Derek
http://thecriticalpath.info
http://twitter.com/derekhuether
Josh, I have to admit, I was shocked and saddened when I heard about the recalls. Actually, it was the fact Toyota wasn’t the one who pushed for it that bothered me. This points to a systemic change in Toyota. How many of us refer to Toyota when we talk about process improvement? If Toyota has fallen from grace, clearly in support of something OTHER then taking care of their customers, who will be next? I think their brand may be irreparably tarnished. Whatever it takes, whatever it costs, they need to step up and prove their customers are the most important thing to them.
Right now, their actions speak so loudly I can’t hear anything they are saying.
Best Regards,
Derek
http://thecriticalpath.info
http://twitter.com/derekhuether
Honda extends airbag recall to 437,000 cars
http://news.bbc.co.uk/2/hi/business/8507450.stm
Honda extends airbag recall to 437,000 cars
http://news.bbc.co.uk/2/hi/business/8507450.stm
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