Toyota USA COO's hearing at the House
すみません、今日は、フィギュアスケートを見ていたので、遅くなってしまったので、英文のまま失礼します。Good points- He showed heartful apology to the victims, and sincere attitude to fix the problems ASAP, including setting up independent committee and asking outside experts to look into the problems,- He clarified that Toyota USA was in no position to make decisions on recalling, but the structure would be changed soon, so that the local companies would have more say in the decision making,- He pointed his family members are also Toyota users, and he does share concerns with many Toyota users, and was willing to get the problems fixed. (taking the issue as a personal issue works well.)- He was quite honest that Toyota caused these problems because of the lack of technical experts as it switched to quick expansion strategy, the same line the Washington Post reported about a week ago. What he could have done betterIt was very intense 2 hour Q&A, I understand that, but he should have kept, all during the session, that the concerns of the questioners focused on why the problems cannot be fixed yet, or Toyota takes such a long time to figure out all the problem, which is not finalized yet. (he didn't get speed matters as well.) -> He was focusing to answer specific questions too much not paying enough attention to the intentions of the questioners, so one congressman who was talking about a victim in his constituency didn't get the answer he wanted -- Toyota would investigate the victim's car right away -- for a while. -> Maybe this is partly a technical problem, but it is hard to understand that to reproduce the same problem would take time due to the technical difficulties (around the end, he mentioned the stickyness would be dried and gone by the time the dealer comes and check the problem car, so the technical people took time to figure that out). Further the problems are not one -- sticky accelation and others, which makes the questioners hard to understand (the COO was keep asking which issue are you talking about?). It would be much better, if he could have brought real broken accelators or pictures (as he could have expected to drive the congresspeople to focus on the issue in the picture or the parts, not allowing them to talk about whatever issue they want), and even a powerpoint to clarifying things like what are the status of major problems (e.g., sticky accelation: found in Lexus etc, investigated 10,000 cars, reproducing the problem successful in Jan 2010, now under recall, instructing dealers to replace such and such parts with no cost to customers), to show Toyota is really taking the issue seriously and taking actions accordingly. I don't think he needs to put all the information or read on the powerpoint, but should show some example, including embarassing ones, in order not to give impression that Toyota is hiding something, the notion already in the congresspeople's mind.
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