Toyota’s quality focus and slow response ?

A recent report, written by respected outsiders, but commissioned by Toyota, claims that the attributes of stability and predictability, that create quality products, may be to blame for the slow response to customer complaints regarding brake pads or sudden unintended acceleration (SUA).  Toyota treats complaints as everyone’s problem, but seemed to react defensively to complaints. A chapter in a Japanese edition of the book “Toyota Supply Chain Management” (Iyer,Seshadri and Vasher, McGraw Hill Japan 2011) suggests that the company should extend its supply chain to include the end customer and leverage information technology to permit quick flows if feedback upstream. Others suggest a need to separate quality from responsibility to respond to customers. What changes should Toyota make to permit a more responsive posture to customer feedback ? Does the US government report regarding SUA absolving the company of most technical issues suggest that it’s quality processes need not be tampered with ? Were most of Toyota’s problems the result of US government overreaction and ownership of General Motors at that time ?

About aviyer2010

Professor
This entry was posted in Global Contexts, Operations Management, Supply Chain Issues and tagged , , , , . Bookmark the permalink.

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