How Did Toyota's Problem-Solving Methods Fail?

Thursday, February 04, 2010

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Toyota’s recall of 2.3 million vehicles is sending shockwaves through the automobile industry. We look at why a company that has built its reputation on customer service and problem-solving is in so much trouble now and whether those strengths could help it get back on its feet.

Jeffrey Liker is professor at the University of Michigan’s College of Engineering and co-author of "The Toyota Way."

Ken Bensinger is reporter at The Los Angeles Times and co-author of a series of investigative reports on Toyota’s runaway cases.


Ken Bensinger and Jeffrey Liker

Produced by:

Marine Olivesi

Comments [1]

Joe Birch

After listening to, and reading much on the Toyota acceleration problems, it seems to me it is next to impossible to figure out just how bad the problem is. There are so many people today who will jump on any bandwagon that might get them some money through a law suit, I think it is difficult to find the bottom line here. It is a fact that the three big Japanese car companies have been a BIG thorn in the side of the American auto makers for years now. The Japanese have been making better cars and their repeat sales and owner satisfaction are testimony to that. The American auto industry is loving this. The story of the woman I saw on Brian Williams' NBC nightly news last night is a case in point to what some people will testify to. It is not possible that if she had done all of the things she said she did that her car would keep accelerating, traveling 6 mi. on the freeway up to 100 mi. per hr. during her adventure. The real problem for me is that so many people are willing to believe without question many of these unlogical stories. There is no doubt in my mind that Toyota has a problem, but it is not near the problem we are making it.

Feb. 24 2010 04:09 PM

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