[Information] On March 1st, 2010, Akio Toyoda, the global automobile company, came to China to explain Toyota’s product recall to the global market some time ago, and formally apologized to domestic consumers (click to enter the apology content of Akio Toyoda to China consumers). At the apology meeting, he explained the recalled models in China, apologized to China consumers, and said that China is still Toyota’s largest market, and the production and sales plan for China will continue.
Akio Toyoda’s explanation on how to avoid product quality problems in the future;
For Toyota, customers are paramount. For customers who buy their favorite cars, safety performance and quality are the most important. Toyota’s improvement measures in the future are to strengthen quality management. In particular, I think we should return to customer first and improve the situation from the customer’s point of view. There are several specific measures.
First,Set up a special organization directly under the president, that is, I, the Special Committee on Global Quality. The Committee is composed of newly appointed quality special members from various regions. It is the work of the Global Quality Committee to summarize and improve the contents of quality management from the design, manufacture, sales and after-sales service of automobiles. By setting up such a committee, we believe that we can better listen to customers’ voices and make rectification measures according to the characteristics of each region.In China, we will also appoint a special quality committee to participate in this activity.
Second,As a concrete measure of quality improvement, in order to convey the customer’s voice to the company’s quality development headquarters more directly, quickly and accurately, we should strengthen the technical strength investigation system, send technicians to the local technical analysis and customer quality technical engineering department, and strengthen the technical ability of the after-sales service department of the dealership, which should be continuously improved in combination with local conditions. In addition, in the recall decision-making process, in the future, we should reflect the voices of consumers in various regions more, and let relevant people who know more about the local market participate in the decision-making, so as to make better, faster and more accurate decisions.
Third,Talent cultivation. With regard to quality management, Toyota Motor Corporation has a "customer first" training center, and the same training function will be set up in all centers around the world, including China, in order to train talents who can really carry out quality assurance activities from the customer’s perspective.
Solutions to sudden acceleration models in overseas markets in the future
For the vehicles that we are about to put into production in the future, it has been decided that all of them will be equipped with the BOS priority system. For the problems that have occurred in the American market, we also combined with the guidance of the authorities, and combined with some relevant opinions, we also equipped some recalled vehicles with the BOS priority system.
Solutions to sudden acceleration models in the domestic market in the future
In China, we will also consider adding this kind of brake priority system according to the time sequence of the related production models in the future, and when the models are modified in the future.
At the press conference, in addition to the participants, some consumers of Toyota models also came together, and the coming consumers were more excited because these consumers claimed to have used Toyota models after the accident.Nobody cares.",the following is our live shot on the Internet."Car owners seek justice"Video:
More exciting videos are all on the car home video platform.
Event background:
1. Toyota has recalled more than ten models in North America. (There are three main reasons for the recall in ten models: design defects of foot pads, brake pedal problems and accelerator pedal problems.)
2. After the announcement of the recall, it dealt a heavy blow to investors’ confidence. Toyota Motor Co., Ltd. fell 1.2% to 3,450 yen on Monday, and since January 21st, the stock has fallen by about 17%. Toyota Group’s global sales in 2009 was 7.813 million vehicles, down 12.9% year-on-year; The output was 7.234 million vehicles, down 21.7% year-on-year.
3. Following the overseas recall, Toyota recalled its models in the domestic market (due to the accelerator pedal problem).
4. Akio Toyoda went to the United States to formally accept questions from American lawmakers and apologize for the recall of the American market and accidents caused by hidden dangers of vehicles.
5. The fourth point may also be one of the important reasons why Akio Toyoda came to China to apologize quickly: issuing a risk warning notice about the defects of some models of Toyota Motor Corporation.
6. Since 2009, Toyota has recalled many models in China, among which the recall of Toyota has aroused widespread concern among consumers.
Three reasons for overseas recall:
The first is about foot pads.The areas involved are limited to the United States and Canada, and China is not included in the target range. Because the consumption habits in the United States are different from those in China, the floor mats used are all-weather rubber products with considerable thickness. If they are used under irregular conditions, the accelerator pedal will get stuck. Toyota has carried out independent replacement and maintenance. As there are no mats of the same design used in China, consumers are requested to continue to take advantage of Toyota and Lexus brand products on the premise of correctly using Toyota boutique mats.
The second is about the accelerator pedal. In some cases, it may happen that the accelerator pedal is reset slowly or can’t completely return to the waiting state, so we implemented the recall. The market involved in the accelerator pedal incident in China is our joint venture RAV4 vehicle, which is about 15,000 vehicles. We reported this part to the relevant departments and recalled it.
The third braking system. Due to the improper braking procedure of Toyota’s (anti-braking system), if ABS works, the braking effect will be lower when ABS starts than before, so the recall was implemented. China and hybrid vehicles do not use the same braking procedure, which is not included in this list.
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Although Akio Toyoda’s coming to China is contrary to his reluctance to attend a hearing in the US Congress, his coming to China this time is not due to pressure from any side, but his initiative. However, judging from the above events, Akio Toyoda actually had to come to the China market to apologize, but such an apology was too simple for domestic consumers, and many people in the industry and consumers expressed dissatisfaction.
In addition, Toyota’s answer to the domestic media about how to improve the product quality was still the same as that of the trip to North America, and the answer was empty, so we didn’t get a relatively satisfactory answer. (Click to enter: Akio Toyoda answers a reporter’s question) And an apology in less than an hour is really too short for China consumers with diverse problems.
However, although Akio Toyoda left us in a hurry, at least we got the recognition of product defects from Akio Toyoda and a more appropriate explanation for the global mass recall. At the same time, we also hope that Toyota can rectify as soon as possible, improve product quality quickly, and discover defective models and safety hazards in time, so as to truly guarantee the rights and interests of consumers. (Text/car home He Kuan)
Akio Toyoda introduced:
On June 23, 2009, Toyota Motor Corporation held a board meeting at the company headquarters in Toyota City, Aichi Prefecture, Japan, and officially approved Akio Toyoda to be promoted to the new president of the company. Akio Toyoda, 52, is the grandson of the late founder of Toyota, Ichiro Toyoda.
Toyota Motor, starting from the loom factory of Toyota Gizzo, not only created a legend of an automobile company, but also concentrated the process of Japanese industrial history in 80 years. However, today, this legend is undergoing an unprecedented test.
In 2009, the car company faced a loss for the first time, which made the fourth generation of the family, Akio Toyoda, surface, and the Japanese media described the handover as "great government return". For Akio Toyoda, 52, nothing is more challenging than taking over at this moment. Now Toyota’s "recall door" has once again put Toyota Motor Corporation in trouble, and Akio Toyoda’s performance deserves everyone’s attention.
