Crisis Management Plan for Toyota and Sandwich Shop Owner

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Crisis
Management

1
Table of Contents
Scenario A.......................................................................................................................................2
I. Crisis Management Plan –....................................................................................................2
II. Distribution and Implementation of Plan..........................................................................2
III. Defining Evaluation Tools................................................................................................3
IV. Futuristic Precautions........................................................................................................3
Scenario B........................................................................................................................................3
I. Crisis Management Plan –....................................................................................................3
II. Distribution and Implementation of Plan..........................................................................4
III. Defining Evaluation Tools................................................................................................4
IV. Futuristic Precautions........................................................................................................5
References........................................................................................................................................6
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Scenario A
In 2009/2010, due to faulty accelerators of their brand of vehicle, Toyota had to recall nine
million vehicles.
I. Crisis Management Plan –
In the end of the year 2009 and beginning of 2010, Toyota received a number of complaints
from various customers around the world, mainly beginning with the United States, of
unintended acceleration in the vehicles. The company performed quality checks and
identified fault in the vehicles due to an incorrect and out-of-place floor mat into foot pedal
and a mechanical sticking of acceleration pedal. The company initiated the management of
the crisis by recalling 5.2 million cars for floor mat problem, 2.3 million for pedal issues and
over 1.3 million containing both, making the overall count to around 9 million (Piotrowski &
Guyette Jr, 2010).
The action plan was to get the Toyota service and authorized centres a free replacement and
fix for the issues, with quality test and performance checks. The communication was first
brought up with Defect Information Report that Toyota unveils in October 2009, later the
dealers and retailers were conveyed the message to communicate with the clientele.
Respective concerned parties were informed, the quality teams were established and trainings
with high impact performance initiations were executed (Bowen & Zheng, 2015). The
manufacturers of parts were replaced by the company and the economic impact on Toyota
was quite remarkable. There were various lawsuits that were settled, the internal systems
were enhanced for mitigating similar risk cases and report in time.
II. Distribution and Implementation of Plan
The plan of replacement and getting the parts and defects fixed was performed through
distribution centres of Toyota. The dealers, Company and Franchise operated service centres
were communicated the plan of free replacement and quality check (Iyer, Seshadri, &
Vasher, 2009). The material was supplied and confirmation of changing parts with customers
were data managed.
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