Page 270 - Toyota Under Fire

INDEX

Layoffs, 26, 33–36 National Highway Traffic Administra-
Lentz, Jim, 28n, 102, 132, 137, 164, tion (NHTSA) (cont’d):
177–178, 182–183, 235–236 TMA interactions with, 168
Lessons from the crisis, 199–236 Toyota’s relationship with, 108–
culture and crisis response, 201– 109
215 Nemawashi, 169
culture of responsibility, 214–218 Niedermeyer, Edward, 80–81, 89,
globalizing culture, 224–226 117–118, 198, 204, 228
and sensationalism and rumor Niimi, Atsushi (Art), 24–26, 29–30,
mongering, 226–234 185, 215, 216
weaknesses in cultures, 218–224 Nissan, 26
Listening to customers, 162, 172–180 North American Quality Task Force,
Loftus, Elizabeth, 92 174, 175
Los Angeles Times, 83, 90–91, 107, North Carolina Police Accident Re-
108, 120–121 port Database, 87–88
NUMMI (New United Motor Manu-
McDonald, Kevin, 227 facturing, Inc.), 19–20, 34–36,
McIntosh, Renee, 205 224
Machine That Changed the World, The
(Womack, Jones, and Roos), Ohno, Taiichi, 5–7, 9, 14, 16, 41, 58,
19n, 20 168, 219, 235
Maintenance kaizen, 13 Oil crises, 23–24, 215–216
Managing complexity, 51–55 Okuda, Hiroshi, 27
Maynard, Micheline, 82, 227–229 Opportunity (see Turning crisis into
Media reports, 90, 106–107, 114, opportunity)
150, 170, 228–233 Organizational structure, 164–168
Michels, Mike, 138
Miller, Irv, 102–105, 171 Perception gap, 105–109, 171–172
Mistakes, eliminating, 4, 5 Person, George, 149
Monozukuri, 32 Personnel costs, 38–39
Mulally, Alan, 26 Plan-Do-Check-Act (PDCA) cycle,
8, 9
NASA, 70, 79, 82, 85, 89–90, 97, Political theater, 115–121, 230–231
119, 148-149, 231–232 Princeton, Indiana plant (TMMI),
National Highway Traffic Administra- 43–49, 55
tion (NHTSA), 231–232 Prius, 2, 22, 91, 112–114, 145–147
accusations against, 90–91 Profitability, 2, 32–37, 41–43, 51, 56–57
complaint database of, 84–87, 91–93 “Pull” system, 5
countering misinformation on
SUAs, 147–151 Quality awards, 22, 159, 195-197
and floor mats problem, 66, 67, Quality circles, 40–41, 50–51, 136,
69, 119 185–186
independence of, 206 Quality initiatives, 2, 7, 178, 182–
Prius complaints to, 112 813
and sticky pedal publicity, 102– Quality of products, 1–2, 22, 106,
105, 111 155–162, 195–196

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