Toyota quality paradox

Toyota has been lined up for a maximum fine of $16.4 million by US regulators  for failing to report a fault within the statutory time. In the scheme of things the fine is a flea bite for Toyota, but the impact on the hard earned brand reputation of the current quality issues will be substantial.

It is paradoxical that Toyota is being fined for a quality failure, as the impact of Toyota in the quality of the auto industry over the last 30 years has been immense, Toyota has led the “Lean” revolution in manufacturing, and  has been remarkably open and prepared to assist all comers, especially   competitors.

Years ago, the US quality guru, W. Edwards Deming who was the primary architect of the quality revolution in Japan after the war, noted that as companies focus on increasing market share and profitability in the short term,  customer service and quality will suffer in the long term.  It would appear that this is what has happened to Toyota. As they consolidated as the largest auto manufacturer in the world, demand for their cars and light commercials  outstripped supply, simply because of their superior quality and the way they met customer expectations in a range of areas. Under commercial pressure to meet demand, Toyotas  increase in production capacity outran their  increase in management capacity. I’m pretty sure that the fine will be an internal wake-up call, and the quality culture of Toyota will re-assert itself.  

About strategyaudit

StrategyAudit is a boutique strategy and marketing consultancy concentrating on the challenges of the medium sized manufacturing businesses that make up the backbone of our economy. The particular focus is on their strategic and marketing development. as well as the business and operational efficiency improvements necessary for day to day commercial survival. We not only give advice, we go down "into the weeds" to ensure and enable implementation.
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