Feb 04, 2010
Recent headlines have reminded us that “business continuity” isn’t always about conventional emergencies like fires or floods. Sometimes, it involves corporate crises like the massive Toyota recall. But the common denominator is that both scenarios require contingency plans.
With two active safety recalls – both involving the accelerator pedal – Toyota is scrambling to quell customer anxiety, remedy recalled vehicles and save their reputation.
If handled incorrectly, the business impact of the massive recall will be dire. Toyota already stumbled by waiting almost a week before addressing the public about the vehicles' problems, and the information initially disseminated was confusing and limited.
But now, seemingly regaining their composure and focus, Toyota has posted an open letter to customers on www.toyota.com/recall , in which Jim Lenz, president and chief operating officer of Toyota Motor Sales U.S.A., apologized for the concern the recall has caused and launched a four-point plan to address the situation. He writes:
1. The precision parts we’ve engineered to reinforce the pedals are already being shipped and dealers are being trained to make the repair.
2. We’re writing to all customers affected by the Pedal recall, as well as the Floor Mat recall, to let them know how to schedule a convenient appointment with their local dealer.
3. Many of our dealers will be working extended hours – some of them 24/7 – and adding staff to get through the repairs as quickly as possible.
4. We’ve temporarily halted production of these models to focus fully on fixing this problem in the vehicles that are on the road.
Toyota also launched print and TV ads and utilized social-media networks to get their message out. Lenz appeared on the "Today" show to address the recall and Toyota’s Facebook page posted a video of Lentz speaking about the issue.
Toyota's mea culpa seems to be working, but will it be enough?
Fixing Toyota's reputation will undoubtedly take much longer.
Feb 04, 2010
Recent headlines have reminded us that “business continuity” isn’t always about conventional emergencies like fires or floods. Sometimes, it involves corporate crises like the massive Toyota recall. But the common denominator is that both scenarios require contingency plans.
With two active safety recalls – both involving the accelerator pedal – Toyota is scrambling to quell customer anxiety, remedy recalled vehicles and save their reputation.
If handled incorrectly, the business impact of the massive recall will be dire. Toyota already stumbled by waiting almost a week before addressing the public about the vehicles' problems, and the information initially disseminated was confusing and limited.
But now, seemingly regaining their composure and focus, Toyota has posted an open letter to customers on www.toyota.com/recall , in which Jim Lenz, president and chief operating officer of Toyota Motor Sales U.S.A., apologized for the concern the recall has caused and launched a four-point plan to address the situation. He writes:
1. The precision parts we’ve engineered to reinforce the pedals are already being shipped and dealers are being trained to make the repair.
2. We’re writing to all customers affected by the Pedal recall, as well as the Floor Mat recall, to let them know how to schedule a convenient appointment with their local dealer.
3. Many of our dealers will be working extended hours – some of them 24/7 – and adding staff to get through the repairs as quickly as possible.
4. We’ve temporarily halted production of these models to focus fully on fixing this problem in the vehicles that are on the road.
Toyota also launched print and TV ads and utilized social-media networks to get their message out. Lenz appeared on the "Today" show to address the recall and Toyota’s Facebook page posted a video of Lentz speaking about the issue.
Toyota's mea culpa seems to be working, but will it be enough?
Fixing Toyota's reputation will undoubtedly take much longer.
การแปล กรุณารอสักครู่..
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Feb 04, 2010
Recent headlines have reminded us that “business continuity” isn’t always about conventional emergencies like fires or floods. Sometimes, it involves corporate crises like the massive Toyota recall. But the common denominator is that both scenarios require contingency plans.
With two active safety recalls – both involving the accelerator pedal – Toyota is scrambling to quell customer anxiety, remedy recalled vehicles and save their reputation.
If handled incorrectly, the business impact of the massive recall will be dire. Toyota already stumbled by waiting almost a week before addressing the public about the vehicles' problems, and the information initially disseminated was confusing and limited.
But now, seemingly regaining their composure and focus, Toyota has posted an open letter to customers on www.toyota.com/recall , in which Jim Lenz, president and chief operating officer of Toyota Motor Sales U.S.A., apologized for the concern the recall has caused and launched a four-point plan to address the situation. He writes:
1. The precision parts we’ve engineered to reinforce the pedals are already being shipped and dealers are being trained to make the repair.
2. We’re writing to all customers affected by the Pedal recall, as well as the Floor Mat recall, to let them know how to schedule a convenient appointment with their local dealer.
3. Many of our dealers will be working extended hours – some of them 24/7 – and adding staff to get through the repairs as quickly as possible.
4. We’ve temporarily halted production of these models to focus fully on fixing this problem in the vehicles that are on the road.
Toyota also launched print and TV ads and utilized social-media networks to get their message out. Lenz appeared on the "Today" show to address the recall and Toyota’s Facebook page posted a video of Lentz speaking about the issue.
Toyota's mea culpa seems to be working, but will it be enough?
Fixing Toyota's reputation will undoubtedly take much longer.
การแปล กรุณารอสักครู่..
