Hello,

I have been stuck on a case study question for a really long time and I was hoping to get some help!! Please see below!!

Case study 4

Measuring and managing process performance

"Toyota lost its way..."

Toyota Motor Corporation, the Japanese car maker, has built its reputation on manufacturing reliable cars. However, between November 2009 and January 2010, Toyota was forced to recall their cars due to "sticking" pedals causing unintended vehicle acceleration, resulting in well-published road accidents. The market repercussions were severe with loss of sales. More importantly however, the brand's core competency the Toyota's success was built upon, its reputation for product's reliability, was affected where it mattered the most to its customers - at their own safety.

If there is an enduring lesson from Toyota Motor Corp.'s recall, it is that the Japanese auto appears not to have sufficient preventive quality management mechanisms in place, instead allowing the problem to escalate seemingly out of control.

Required: 1. Briefly discuss how the management of Toyota might use the quality cost reporting in rebuilding Toyota's reputation of building reliable cars.

2. Identify at least four types of activities (for example - testing) that the management of Toyota should consider for its quality cost report and briefly discuss your choice.

The key findings from the "Quality - 2020 Report: Automotive Industry's View on the Current State of Quality and a Strategic Path Forward", have been provided as follows, which you might find useful in answering the questions.