Toyota's Inexcusable Failure

by BILL WADDELL

Many of us in the lean community - all of us long admirers of Toyota and ardent proponents of the business and manufacturing model they spawned - have had to make excuses for Toyota and rationalize some of their failings recently.  The latest one, however, demonstrates just how far they have slipped from the principles that propelled them to greatness.

3.8 million cars recalled due to floor mats, of all things, getting caught up in the accelerator.  What makes it so inexcusable is that it is not the first time.  "Toyota recalled 55,000 Camry and Lexus ES 350 models in 2007 because of complaints of unintended acceleration caused by the mats sticking under the accelerator pedal. The NHTSA said consumers continued to report instances of uncontrolled acceleration in Toyota models after that recall."

So much for quality, and so much for continuous improvement and learning.  This is a lapse in fundamental execution that even Chrysler on its worst day would have likely avoided.  Ohno and Shingo must be spinning in their graves at what boils down to sheer apathy.  The original Toyodas would consider resigning on the spot in shame over such an embarrassment.  Just how far the company has fallen from those founding principles, and just how much work Akio Toyoda has ahead of him to put his grandfather Kiichiro's company back on track is apparent.

The saddest part is the failure of Toyota to adhere to their own values will become fodder for those who look to rationalize their failed manufacturing practices.   I can almost hear them braying in Detroit already: "See, Toyota isn't so great."

On the bright side, if anyone knows how to pull of a lean transformation, it ought to be Toyota.  I wish them good luck on their return journey to lean.

Comments

[Jim Fernandez]

No. You must be under the wrong impression. You thought Toyota was Lean. No company is Lean. We are only trying to get Leaner. I think it just proves the statement that Lean is not a destination, it's a journey.

[Bill Waddell]

True enough, Jim, but this looks to me as though Toyota has thrown it into reverse as they roll along the journey.

[john gordon]

I'm glad it's not my Lexus 300 ES

[Bill Waddell]

John,

I'm you're OK with the Lexus, but you might want to swap floor mats with that old Chevy you have on blocks in the back yard just to be on the safe side.

[Just Some Guy]

What is worse--people pointing to every failure of Toyota as a "reason" lean does not work or people putting Toyota up on a pedestal and then over-reacting to every failure?

Pointing out the failures of others is so easy, isn't it?

[Karen Wilhelm]

Braying? I trumpeting or muttering, perhaps, but not that. However, any of those is just deflection or excuse-making, and not good enough. Amazing what a lasting impression the poor quality of American cars of 20 years ago had on the buying public. Toyota would have to go a long way to equal that.

[Bill Waddell]

Hi Karen,

I chose the word "braying" because it denotes the noise made by a jackass, which I felt apprpriate in describing anyone who would use Toyota's mistakes to rationalize their own failure to adopt the principles that Toyota followed to become so dominant.

[Tony]

Interesting that a trade mag (Desktop Engineering IIRC) just had an article on Toyota building more prototypes, and relying less on digital simulations.

The article gave examples of Prius troubles, and engine deposits that the simulations did not expect. Plus, it noted the fact that nothing replaces a physical, working prototype tested in various places (cold winters, hot summers, etc).

[david foster]

Proto vs simulation...there was an article in new Forbes on use of simulation (detailed metallurgy plus statistical methods) to supplant physical testing for turbine blades, etc.

[Tommaso]

Hey, the people at Toyota are just that "people" and people make mistakes! This time mistakes were made at the top, maybe trying to imitate American CEOs. Has anyone devised a poka-yoke for these type of people mistakes?

[jeux drole]

I found that Toyota says the problem may arise when condensed moisture from the positive crankcase ventilation port seeps into the brake system vacuum port and freezes. It their mistake and i believe mistakes done by everyone.

[Martin B]

From the article that Tony mentions:

"So the company decided to keep using CAE but also go 'back to basics,' using what worked in the past. The approach is summed in the idea of genchi genbutsu, or 'go and see,' says Lyons. 'In other words, we ramped back up on physical prototyping.'"

[Matt McKnight]

I find the whole situation extremely confusing. There doesn't seem to be anything significantly different about the floor mats in my 2006 Prius than in any other car I have or have had, except that they seem better anchored to the floor. Articles about the crashes (not all Toyotas) seem to indicate that the wrong floor mats were used or that people stacked other mats. All cars with similar accelerator pedals are susceptible to that idiocy.
If you've ever taken a car to the track, they generally force you to remove the floor mats (as well as any other loose object). Maybe it's a good idea, instead of obsessing about appearance.

I think the good to come out of it is they are publicizing the "hold the power button for three seconds to shut off the car while in motion" feature. I have wondered how long the conventions for keyless driving would take to develop so that it could be easily operated without special instructions.

[Taggs]

Holy Crap, this reminds me of the story about the semi wedged under a bridge and everyone scratchs their head as to how to get it out until a boy comes by and suggests letting the air out of the tires. The rubber peddle is an injection molded part that mounts onto a metal arm. Build a new mold and make a shorter peddle. As far as your quality issues. I have had Toyota pickups. I had to get a new chevy diesel to pull a bigger trailer. I have had more trouble with the chevy than all of my Toyotas combined. Maybe another quick fix would be to put a cheaper, thinner floormat in the Toyota like the one I have in my chevy.

[Nantha]

Toyota moved on from their number one initiative/moto in solving customer problems to becoming the largest car company over the last few years. Toyota is not 'God'. People make mistakes and learn from mistakes. The idea is LEARNING FROM YOUR MISTAKES. I am sure Toyota will sense check their ambitious targets against the core fundamentals of their existence and bounce back.

[TotallyUnAmerican]

This is what happens when you have american workers build your cars. Tsk Tsk

[Alex]

Even though Toyota hasn't become as bad as American car companies of 20 years ago, they still failed to handle the problem in a timely or convenient manner. They will handle this problem in 3-4 months due to bad publicity in the media, however they have had this problem for about 2-4 years. The lack of quality control that Toyota has traditionally promised is evident.