case study: toyota's crisis and its biggest recall ever!
DESCRIPTION
A case study on Toyota, emphasizing on the major issues that it suffered including the BIGGEST RECALL EVER, and merely discussing the deficiencies and suggested solutions. This case study is solved on the basis of information collected from the internet.TRANSCRIPT
MAN IS A SOCI
AL ANIM
AL
Communicating being
its LIFEBLOOD.
While Communication simply means:
The
OR EXCHANGING
OF INFORMATION
BY SPEAKING
WRITING OR
USING SOME OTHER
MEDIUM
MEDIUMS
EFFECTIVE COMMUNICATIONLEADS TO BETTER
UNDERSTANDING, AND PREFERABLE RESULTS.
CLASS ACTIVITY
CHINESE WHISPER
AND AS WE SUFFERED FROM THE BARRIERS OF COMMUNICATION, SO DID A WELL-
KNOWN MULTINATIONAL CORPORATION.
Formerly,
Giving cars a
personality, just
like people,
is somethi
ng incredib
ly worthw
hile.-Akio
ToyodaPresident and
CEO
CORPORATE STORY
LOOKING TO THE
FUTURE OF PEOPLE,
CARS AND COMMUNITI
ES
VISION
MISSIONTO ATTRACT AND ATTAIN CUSTOMERS WITH HIGH-
VALUED PRODUCTS AND SERVICES AND
THE MOST SATISFYING OWNERSHIP
EXPERIENCE IN AMERICA.
STRENGTHSWORLD’S
MOST ADMIRED AUTO COMPANY.WELL REPUTED IN SAFETY AND
QUALITY.CONSUMER
LOYALTY.
RECENT PROBLEMS:HIGH-PROFLIE RECALL
INVOLVING 8 PREMIUM MODELS CHAOTIC COMMUNICATION
TORRENT OF MEDIA ATTENTIONDAMAGE TO TOYOTA’S
REPUTATION OF SAFETY AND QUALITY
PRODUCTION AND SALES STOPPED
FLAWS IN AUTOMOBILES: FLOOR MAT INCURSION
STICKY ACCELERATOR PEDAL
HYBRID ANTI-LOCK BRAKE
SOFTWARE
BRAKE SYSTEM FAILURE
SPARE TYRE SEPARATION
MEDIA INTERVEN
TION
HENCE, TARNISHED REPUTATION
INVESTIGATIONS:•NHTSA STARTED
FORMAL INVESTIGATIONS: •AN ESTIMATED 218000 UNITS ARE INVOLVED• PROVIDED AN
INTERIM SOLUTION
MEASURE TO CONSUMERS
•EMPHASIZED ON NEED OF
PERMANENT SOLUTION BY
TOYOTA
oSALES STOPPEDoCONSUMER LOYALTY SHAKENoPROFIT RATIO DECREASEDoHIGH COST OF RECALLS
CONSEQUENTLY,
TOYOTA’S REACTION:WIDENED DEALER
PROFIT MARGINS, TO SALES AND COVER UP
FOR ANY LOSSES. ANNOUNCED RECALL FOR ABOUT 8M CARS
REPRESENTATIVE NOT PROMPTLY AVAILABLE
FOR COMMENTMISLEADING REPORTS
FORWARDED BY EMPLOYESS TO
OWNERS APOLOGETIC SPEECH
BY THE PRESIDENT
CARRIED OUT
BIGGEST RECALL EVER
TOYOTA’S CRISIS IS BIGGER THAN A SIMPLE
REPAIR JOB.
WHAT ARE THE DEFICINCIES IN
TOYOTA’S COMMUNICATION
STRATEGY?
α LACK OF DIRECT COMUNICATION
WITH BUYERS
α IGNORANCE TO AND SLUGGISH
REACTION TO QUERIES BY BUYERS
αMEDIA INTERFERENCE
α LACK OF COMMUNICATION
BETWEEN OWNERS AND EMPLOYEES
DEFICIENCIES:
α INABILITY TO FIGURE OUT PROBLEM
α INABILITY AND MISMANAGEMENT TO
CONTROL LARGE ORGANIZATION,
AFTER TAKING OVER GENERAL
MOTORS
α MISLEADING AND INACCURATE
INFORMATION BY EMPLOYEES
SOLUTIONSGETTING IN
DIRECT CONTACT WITH EACH CUSTOMER
PROMPTLY SOLVING ALL
QUERIES
IMPROVING COMMUNICATION BETWEEN OWNERS AND
EMPLOYEES
CREATE EFFICICENT SYSTEM OF REPAIR
AND MAINTAINENCE
HENCE, GET BACK ON TRACK ON THE TOYOTA
WAY!
Hence, HAPPILY EVER AFTER!
PRESENTED BY:
MALKA LAKHANAYESHA SIKANDERMAHNOOR ADIL
MISHA HANIFSANA SYED