Quality management case study – Toyota

Qualitymanagement case study –Toyota

Qualitymanagement case study –Toyota

The Toyota Motors company has been well renowned for thehigh-quality products their produce due to their core conceptsincorporated in the Toyota’s Production System (TPS) (Monden,2011). The company seeks to put the customer first and hascontinually advocated for continuous improvements of the products,services as well as the employees. The TPS encompasses the totalquality management process, ensuring that high quality of products.The prestige and respect that the company held have however wavereddue to the multiple recalls of several millions of vehicles, becauseof the issue. Several manufacturing flaws such as software glitchesaffected the braking, pedal entrapment as well as sticky gas pedalswere reported. The customers have expressed concerns over unexpectedacceleration, having their vehicles be runaways. The issues becomeapparent when one of the models was involved in an accident thatresulted in the death of the passengers.

Toyotahas since recalled vehicles that had the manufacturing flaws and hadstopped the sale of all models. Their investigation concluded thatthe issue was with pedals that had been manufactured by one of theirsuppliers. The relations between Toyota and the suppliers had becomeless collaborative with the rapid growth and failure to vet andapprove the suppliers’ designed products. They have taken up todeveloping pedals that can accommodate the specifications from Toyotaand have begun replacing the malfunctioning brakes with a redesignedunit altogether (Gu, 2010). To maintain the high standards ofquality, Toyota opted to cut on the external subcontracting andengineering.

Toyota’smanagement, decision making as well as information is highlycentralized at the headquarters which has resulted in the topmanagement being less sensitive to the markets in the overseas.Giving the example of vehicles in Japan being recalled much early bya year than in other markets, Toyota failed the customers. Toyota iseradicating the problem by decentralizing the management like thecase of North America ensuring that regional executives independentlystrengthen their quality management activities as they see fit(Voehl, &amp Elshennawy, 2010). From the Toyota case, any leadershipshould be vigilant to maintain the values and practices of theorganization and that sustainability is by renewed commitment tohigh-quality production and adaptation to the challenges.


Gu, X. X. G. (2010).Toyota recalls: revealing the value of secure supply chain(Doctoral

dissertation, Massachusetts Institute of Technology).

Monden, Y. (2011).Toyota production system: an integrated approach to just-in-time.CRC


Voehl, F., &ampElshennawy, A. (2010). Lean service. Introduction to ServiceEngineering, 381-