Toyota recalls an opportunity to shine?

Talk about looking for silver linings. Matt Vella of BusinessWeek takes Toyota's one million vehicle recall and turns it on its ear. Public relations expert Mark Hass of Hass MS&L points out that recalls don't carry the stigmas they once did. According to Hass, unless automakers attempt to hide pertinent information or defects from a recall, they stand to benefit from good PR by actually being open about problems and dealing with them promptly. A company's promise to service all affected vehicles, for example, can reflect one of its strengths. States Joe Barkai, a program director of IDC, a manufacturing insight group,  " Toyota is better structured to fix these types of problems. They're very good at executing decisions, everybody falls in line. For domestic manufacturers, it still takes a long time to learn those lessons."
Other factors including as the 2000 - 2001 Explorer rollover recall "deflating" future public outcries over recalls and Toyota's kaizen philosophy, are detailed at the link. Also worth noting are comments by BW readers who had a quite different take on the matter (read: accusations of media bias).

What's your view? You know the drill...

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[Source: BusinessWeek]

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