Finbarr O’Neill, president of J.D. Power & Associates, said in an op-ed piece in today’s New York Times that success brings risk and while some of Toyota’s competitors may delight in the company’s stumbles, most realize they could be next.
As for Toyota, he advised the company to return to what made it great in the first place. It must hear what customers are saying from the showroom and service departments to call centers around the globe.
But hearing the voice of the customer is not enough, O’Neill continued. The voice must not be filtered by self-serving internal sensors that may lead the company astray.
O’Neill is the former president and CEO of Mitsubishi Motors Sales North America as well as of Hyundai Motor North America.
To read the article, please click on
http://www.nytimes.com/2010/03/25/opinion/25iht-edoneill.html?scp=1&sq=learning%20the%20hard%20way&st=cse
