{"id":9489,"date":"2011-11-15T05:28:22","date_gmt":"2011-11-15T11:28:22","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=9489"},"modified":"2016-11-30T02:11:43","modified_gmt":"2016-11-30T07:11:43","slug":"toyota-venza-recall-quality-advisory","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/toyota-venza-recall-quality-advisory\/9489\/","title":{"rendered":"Toyota Venza Recall: Quality Safety Advisory Board"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>After a disappointing earnings call where Toyota&#8217;s profit dropped by 18%, Toyota announces that they will be recalling 420,000 vehicles because of a crankshaft problem. Specifically,<\/p>\n<blockquote><p>The safety recall to replace the crankshaft pulley on the V-6 engine affects 283,200 Toyota and 137,000 Lexus vehicles in the U.S., the company said. Worldwide it covers 550,000 cars. <sup class='footnote'><a href='#fn-9489-1' id='fnref-9489-1' onclick='return fdfootnote_show(9489)'>1<\/a><\/sup><\/p><\/blockquote>\n<p>This means that total safety recalls by Toyota will bring that number to over 9 million cars recalled. This is disappointing indeed.<\/p>\n<p>In a previous post, we discussed some of <a title=\"toyota recall, centralization, decentralization\" href=\"https:\/\/staging.opexlearning.com\/resources\/toyota-organizational-structure-centralized-decentralized\/8750\/\">Toyota&#8217;s global centralization and decentralization challenges as a root cause of their quality problems<\/a>, today we&#8217;ll discuss the second of the findings from the Toyota Quality Advisory Panel. In their opinion, the attention given to outside complains held less importance than complains from within the company.<\/p>\n<hr \/>\n<p>Please read our series on the findings from the Toyota Quality Advisory Board:<\/p>\n<ol>\n<li><a title=\"toyota recall, root cause\" href=\"https:\/\/staging.opexlearning.com\/resources\/toyota-recommendation-north-american-quality-advisory-panel\/8732\/\">Toyota North American Quality Advisory Panel Conclusions<\/a>: The high-level summary of the findings from the quality advisory panel.<\/li>\n<li><a title=\"local and global centralization and decentralization\" href=\"https:\/\/staging.opexlearning.com\/resources\/toyota-organizational-structure-centralized-decentralized\/8750\/\">Balance Between Local and Global Management Control<\/a>: How can Toyota best balance decision making between Toyota Motor Corporation in Japan and its regional operations in the North America and the world?<\/li>\n<li><a title=\"internal versus external feedback, toyota\" href=\"https:\/\/staging.opexlearning.com\/resources\/toyota-venza-recall-quality-advisory\/9489\/\">Responses to Problems Raised by Internal and External Sources<\/a>: The panel found that problems raised by sources external to Toyota were not treated as seriously as those found within Toyota. The panel claims that this violates the tenets of the Toyota Production System.<\/li>\n<li><a title=\"toyota safety rating, quality toyota vehicles\" href=\"https:\/\/staging.opexlearning.com\/resources\/toyota-safety-ratings-quality-advisory-panel\/9493\/\">Management Responsibility for Quality and Safety<\/a>: Because Toyota treated Safety as a subset of Quality, the panel believes that this has led to the blurring of the lines and makes the question Who is Responsible?\u009d more difficult to answer; consequently, this has led to the old adage of if everyone is responsible, then nobody is accountable\u009d.<\/li>\n<li><a title=\"toyota safety, software, hardware, electronics\" href=\"https:\/\/staging.opexlearning.com\/resources\/toyota-software-electronics-engineering-quality-issues\/9495\/\">The Challenges of Integrating Electronics and Software<\/a>: Has the integration of software led to safety problems?<\/li>\n<li><a title=\"toyota supplier portal\" href=\"https:\/\/staging.opexlearning.com\/resources\/toyota-supplier-quality-advisory-panel-opinion\/9497\/\">Management of Supplier Product Quality<\/a>: As Toyota becomes more and more decentralized, has Toyota maintained the rigorous supplier quality requirements it once had?<\/li>\n<\/ol>\n<hr \/>\n<p>According to the Panel, Toyota held outside feedback in less esteem than feedback from within. In the Panel&#8217;s words,<\/p>\n<blockquote><p>The Panel has observed that Toyota did not adequately apply\u00a0the key principles of the TPS (Toyota Production System) and the Toyota Way to its\u00a0management and decision-making practices. The Toyota Way\u00a0is founded on the core pillars of continuous improvement and\u00a0<a title=\"Respect for People, Underutilized People, and Waste\" href=\"https:\/\/staging.opexlearning.com\/resources\/respect-for-people-underutilized-people-and-waste\/1499\/\">respect for people<\/a>. A fundamental principle of continuous\u00a0improvement is <a title=\"genchi genbutsu, go and see\" href=\"https:\/\/staging.opexlearning.com\/resources\/genchi-genbutsu-go-and-see-part-1\/2896\/\">genchi genbutsu<\/a>, which means that one must\u00a0go and see\u009d the source of the problem in order to determine\u00a0its <a title=\"Ask Why' Five Times About Every Matter\u009d\" href=\"https:\/\/staging.opexlearning.com\/resources\/ask-why-five-times-about-every-matter\/382\/\">root cause<\/a>. The Panel feels that Toyota applied this and\u00a0other aspects of the TPS and the Toyota Way too narrowly in\u00a0two respects.<\/p><\/blockquote>\n<p>Apparently, hubris and pride on Toyota&#8217;s part had to do with why feedback was treated differently depending on the source:<\/p>\n<blockquote><p>First, while it is clear that Toyota applies the TPS process and\u00a0the Toyota Way to problems or flaws found internally, Toyota\u00a0does not appear to treat feedback from external sources, including customers, independent rating agencies, and regulators,\u00a0the same way. For example, it doesn&#8217;t appear that Toyota\u00a0applied genchi genbutsu as quickly and thoroughly as it could\u00a0have in investigating and seeking out the root causes of customer\u00a0complaints regarding issues such as UA. On the vehicle\u00a0assembly line in Toyota factories, when a problem on a vehicle\u00a0is spotted, any line worker can pull a rope called an <a title=\"It's the People also, not just the Tools\" href=\"https:\/\/staging.opexlearning.com\/resources\/its-the-people-also-not-just-the-tools\/484\/\">andon\u00a0cord<\/a>\u009d to stop production so that the problem can be quickly\u00a0fixed. But when external sources have complained about quality\u00a0and safety issues, it has often taken Toyota too long to pull a\u00a0metaphorical andon cord and quickly try to solve the problem.\u00a0Instead, Toyota initially reacted to consumer complaints such\u00a0as UA, sticky pedals,\u009d and other issues with a degree of skepticism\u00a0and defensiveness.<\/p><\/blockquote>\n<p>Continuing, the quality advisory panel points out that Toyota failed to apply TPS to its decision making process, allowing defects in its vehicles to continue despite outside feedback that was largely met with doubt:<\/p>\n<blockquote><p>Second, Toyota did not apply the principles of TPS and\u00a0the Toyota Way adequately to identify and avoid repeating\u00a0management decision-making errors with the same\u00a0thoroughness and dedication with which it applies them in\u00a0its manufacturing process. Although Toyota is in the car\u00a0manufacturing business, it\u201dlike most modern corporations\u201dis also a decision factory. Toyota&#8217;s reputation in North America\u00a0increasingly will be based as much on the quality of its decision\u00a0making as on the quality of its vehicles.<\/p><\/blockquote>\n<p>The above conclusion from the quality advisory panel is both pointed and cuts to the core of Toyota. On the one hand, Toyota is well known for its manufacturing rigor, yet on the other hand, the principles the Toyota Production System is founded upon wasn&#8217;t applied outside of manufacturing, leading to poor quality problems to continue.<\/p>\n<p>In the next part of our series, we&#8217;ll explore the panel&#8217;s conclusion on Toyota&#8217;s worldview regarding Management Responsibilities for Quality and Safety.<\/p>\n<div class='footnotes' id='footnotes-9489'>\n<div class='footnotedivider'><\/div>\n<ol>\n<li id='fn-9489-1'> source: LA Times, <a href=\"http:\/\/www.latimes.com\/business\/autos\/la-fi-autos-toyota-recall-20111110,0,4042639.story\" target=\"_blank\">http:\/\/www.latimes.com\/business\/autos\/la-fi-autos-toyota-recall-20111110,0,4042639.story<\/a> <span class='footnotereverse'><a href='#fnref-9489-1'>&#8617;<\/a><\/span><\/li>\n<\/ol>\n<\/div>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>After a disappointing earnings call where Toyota&#8217;s profit dropped by 18%, Toyota announces that they will be recalling 420,000 vehicles because of a crankshaft problem. Specifically, The safety recall to replace the crankshaft pulley on the V-6 engine affects 283,200 Toyota and 137,000 Lexus vehicles in the U.S., the company said. Worldwide it covers 550,000 [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":9490,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[120,16],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Toyota Venza Recall | Quality Advisory Board | 2011 Toyota Defects<\/title>\n<meta name=\"description\" content=\"Article discusses why Toyota began producing defective cars. 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