Toyota’s large scale recall issue has been in spotlight in the past weeks, but this may have brought a valuable lesson to a CEO of a major car manufacturing company.
At the Geneva Motor Show this week, I have picked up interesting thoughts from an interview with Mr. Carlos Ghosn, CEO of Nissan;
We don’t consider that it is a problem for one car manufacturer, but it’s an issue for the whole industry. Because all of the sudden, we ask “OK, What can we do to improve our own company?”, “How can we react in a way which is more transparent?”, “How can we react in a way which is much faster?”
Today, it is happening in one company, but at the same time we’re trying to learn for our own future about what is acceptable and what is not.
Because, recalls you’re going have recalls. Nobody can guarantee that there is never going to be a situation where there is no recall.
Mr. Ghosn went on saying;
Nobody can say that I have my own processes and they are going to be stable forever. We always look at what can we better, and revise our processes, just our processes, and particularly empower the people who are in front of the consumers, who are near the field to make decision quickly. Not waiting for the information to go through the hierarchy to the top level of the company before getting an answer. If you think a consumer is facing a problem, fix it. Immediately. Then we deal with the internal issues.
I’d expect that Nissan and other car manufacturers take good lessons from Toyota recall issue this time and they’ll prove what they will have learned, should a recall happen to them. It’s them to prove.