Page 271 - Toyota Under Fire

INDEX

Reacting to the crisis, 129–137 Safety awards, 196
Recall crisis, 61–126 Safety Research & Strategies, 83–84
communications problems, 102–105 St. Angelo, Steve, 114, 141-142, 174,
electronic systems, 70–79, 81–84, 208–209
90–94 Sales, 18, 24–26, 59–60, 192–195
floor mats, 64–70 San Antonio, Texas plant (TMMTX),
forensic investigations of SUA, 34, 43, 49–51, 54–55, 57–58
86–90 Sasaki, Shinichi, 173
Japan–U.S. disconnect, 99–101 Saylor accident, 61–66
myths and reality of recalls, 121–122 Schmidt, Richard, 87–88, 228–229
NHTSA database, 84–86 Schmitt, Bertel, 145
perception gap, 105–109 Shared sacrifice mode (TEMA),
political theater, 115–121 38–39
Prius brake complaints, 112–115 Sikes, James, 145–147
Saylor accident, 61–66 Silver Book, 86–87
sticky pedal problem, 95–99, Slater, Rodney, 143
101–112 SMART (Swift Market Analysis Re-
SUA across industry, 79–81 sponse Teams), 175–177, 208
time line of, 123–125 Smith, Rhonda, 116–120
Toyota’s culpability for, 94 Spear, Steven, 234n
(See also specific topics, e.g. Root Spirit of challenge, 12, 203–205
causes of the crisis) Standardized work, 9–10, 16, 52
Recalls (in general), 155–158, 160– Sticky pedal problem, 95–99, 101–
161, 227 112, 157, 160
Recession (see Great Recession) Strickland, David, 142, 232
Reid, Jason, 56 Success, culture and, 218–220
Reliability ratings, 159–160 Sudden unintended acceleration
Research and development (R&D), (SUA), 92–94
36–37, 181–182, 184–185 alleged cases of, 145–147
Respect, 12, 15–17, 35, 205–206 and electronic systems, 70–79
Response to the crisis, 127–198 and floor mats, 64–70
and company culture, 201–214 forensic investigations of, 86–90
Contain Phase, 137–153 Gilbert’s story of, 143–145
effectiveness of, 188–198 across industry, 79–81
overview of, 186–188 media reports of, 90, 106–107
React Phase, 129–137 misinformation on, 147–151
Turning Crisis into Opportunity in NHTSA database, 85–86, 93
Phase, 153–198 Saylor accident, 61–66
Responsibility, 163, 214–218 and sticky pedal problem, 95–99,
Roos, Daniel, 19n 101–112
Root causes of the crisis, 163–180 Suppliers, working with, 54–59
communication, 170–172
decision making, 169–170 Tabar, Kristen, 75–76
listening to customers, 172–180 Takt, 52–55
organizational structure, 164–168 Tatar, George, 68, 70
Ross, Brian, 144 Teamwork, 15, 211–212

240