Page 218 - Toyota Under Fire
P. 218
RESPONSE AND THE ROAD TO RECOVER Y
PURPOSE FOR IMPROVING
SAFETY—CUSTOMER
TOYOTA CHANGES RESPONSIVENESS
ENGINEERING AND QUALITY PROCESSES
Swift Market Analysis Response Initially investigate SUA; expan-
Teams (SMART) ded to all customer concerns
100 engineers assigned to new “Going and seeing” + under-
design quality innovation divi- standing customer concerns to
sion affect product development
Extra four weeks full prototype Thoroughly evaluate vehicle from
quality and safety review human factors view
1,000 engineers reassigned to Increase engineering focus on
quality quality and safety
Regional quality field offices in Each office investigates customer
North America complaints and has a technical
specialty (e.g., cold-weather per-
formance in New York State)
Collaborative Safety Research Funded research in collabora-
Center (Michigan) tion with safety institutes and
universities to improve vehicle
safety generally
Hired top U.S. engineering firm Independent review of technical
Exponent SUA and safety issues
Manufacturing took responsibility As last stop, takes ownership of
for quality of delivered vehicles vehicle quality and safety
PEOPLE DEVELOPMENT
Assistant manager role for men- More personalized mentoring
toring junior engineers like earlier times in Toyota
Customer-first regional training General awareness training on
centers safety and quality philosophy
and quality professional training
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