Lessons in Customer Service

Volkswagen are turning Toyota’s recall problem into a trend for car makers that achieve No 1 in global sales volume.

In Australia in the last 6-9 months the following sequence of events have impacted Volkswagen:

  • Articles slowly appear on TV and print
  • VW Australia immediate denial “Our vehicles are safe”
  • Coronial inquest into a death
  • VW Slow to respond
  • Class action legal process
  • Government Authority concern is now escalating
  • New rumors that the recall population is deficient.

It will be interesting to see Volkswagon’s culture on display as they counter this crisis.

Toyota released a Hoshin-Kanri re-alignment after the Toyoda fronted the US congressional inquiry. In Non-Toyota speak this meant a significant change in direction and re-focused the whole company.

I understand The Gap in Toyota’s response was for the suppliers to retain training and skills after the GFC lay-offs.  Toyota pride themselves in retaining many idle workers during the GFC and investing this time in making many improvements in a low volume build environment. This process of improving develops their people and is reinforced with training to ensure an understanding and context of the tools.

(c) Can Stock Photo

Robert Chittenden

Author: Robert Chittenden

Robert Chittenden is a Senior Lean Consultant at TXM Lean Solutions