Page 92 - Toyota Under Fire

CHAPTER 3

The Recall Crisis

We recognize that a full understanding of situations and
problems requires extensive study and the gathering of all
relevant quantitative and qualitative facts with Genchi-
Genbutsu.
—The Toyota Way 2001

On August, 28, 2009, in San Di-
ego, California, Mark Saylor and his wife, daughter, and brother-
in-law were killed when their Lexus, on loan from a dealer who
was servicing the family’s own vehicle, careened out of control at
more than 100 mph, collided with another vehicle, and crashed
into a ravine, setting the car ablaze. The family’s high-speed
tragedy was recorded live for all to hear via a 911 call. Such a
dramatic event understandably captured the nation’s attention—
especially since Mark Saylor was a veteran California Highway
Patrol officer. If a police officer couldn’t save his family from an
out-of-control car, many hearing the news felt, no one could. If
it could happen to them, it was impossible not to think, it could
happen to me.

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