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