Page 217 - Toyota Under Fire

TOYOT A UNDER FIRE

customer quality. The investments in training and kaizen during
the recession were clearly paying off.
It should be clear that many changes were made, and they
were not of the superficial variety to give the public the impres-
sion that something was being done. Fundamental changes in
engineering, long-term investments in training, shifts in power
toward the regions, and enormous investments in communica-
tions are investments in the future that most likely would not
have an immediate impact on results. Table 4.2 provides an over-
view of the many investments Toyota made to address the true
root causes of the crises.

TABLE 4.2 OVERVIEW OF TOYOTA
RESPONSE TO THE RECALL CRISIS

PURPOSE FOR IMPROVING
SAFETY—CUSTOMER
TOYOTA CHANGES RESPONSIVENESS
OVERALL STRATEGY AND GUIDANCE
Akio Toyoda’s special commit- Set global policy
tee for global quality
External advisory committee Outside eyes on quality and safety
REGIONAL INFLUENCE AND CONTROL
“Chief quality officer” and Respond quickly/appropriately
“regional product safety to safety issues and stay
executive” roles informed locally and globally
Additional American chief Engineering decisions made at
engineers in the United States the gemba by Americans, who
have the best feel “under the
skin” for American needs
Board of directors member as Voice of region directly on
liaison for each region board of directors

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