Toyota – How not to do business!

Learning from Dogs was created by a few people who felt compelled to promote the values of “integrity”, which is often in short supply in the modern world, though perhaps it always has been to some extent in all civilisations. Is dishonesty an eternal part of Human Nature? We like to think not …..

Well, “Integrity” includes being honest, open and dedicated to the truth, even if this is personally inconvenient. It may seem a somewhat forlorn hope to promote something that for an important minority of people is and will probably remain an alien concept, these being people who put self above group. However, the recent Toyota fiasco reminds me that perhaps integrity’s time has indeed arrived, for this is THE INFORMATION AGE. It is NO LONGER easy to hide the truth, which tends to come out now with greater frequency due to a variety of factors including most importantly the Internet. But there are other reasons, too. To take Britain, for example, we now have the “Freedom of Information Act”, which – despite some limitations – has done wonders in allowing the free press (another essential ingredient of course, and sadly lacking in so many countries) to reveal wrong-doing, principally by appallingly-incompetent governments.

As for Toyota, what has staggered me is that the company KNEW of these accelerator & brake problems several years ago. Indeed, people began having crashes as far back as 2006. Yet only recently has it done anything serious about putting things right.  One has to wonder what on earth possessed the Toyota bosses to think that they could get away with it, which on the face of it seems to be exactly what they were trying to do. Who was advising them? It seems to me to have been INEVITABLE that the truth about their cars’ problems  would come out, so even from a cynical and selfish point of view they should have recalled the defective cars at least two years ago. But quite APART from the wisdom of doing that in practical, business terms (the result of delay being to devastate the company’s image to a far greater extent than would otherwise have been the case) there was a MORAL aspect to the problem, too. By ALLOWING the problems to go unresolved they put people at risk. And not just ANY people, but their customers! As has been said before, but sadly with all too much frequency, “You couldn’t make this up.”

How could the world’s number one car manufacturer get it so utterly and totally wrong, both from a moral and practical point of view? I am wondering if Toyota can recover from this. Yes, I know they are big, but there are PLENTY OF CHOICES for people seeking to buy a vehicle. Who in their right mind is now going to buy a car from a company which A) made defective cars (and MILLIONS of them) and B) HID THE TRUTH while people were dying in crashes?

One reason may again be the Japanese obsession with “face”. It was probably difficult for the world’s number one company, which seemed capable of nothing but success, to admit publicly that it had got things badly wrong. The Chairman is now admitting this, but to be frank it reminds me of the old expression about getting blood out of a stone, or being dragged kicking and screaming to the confessional.  And from what I read today he seems to be blaming the troubles on the fact that “the company may have grown too quickly.” I could describe this utterance with an extremely rude word or two but as this is a family site I will refrain. Let’s just say that the company WASN’T HONEST.

I remember as a kid growing up in the shattered London of the1950s the lessons I got from teachers and parents. One of those which stuck in my mind was “Honesty is the best policy.” This has never been more true as it is now. For the Brave New World we dream of honesty is a sine qua non. We must be honest with ourselves, our friends, families, companies and the public. There is no other way to happiness. Will Toyota’s disaster be a lesson for other companies?  NOBODY can get it right all the time and there is no dishonour in the occasional failure, only in the lies involved in trying to cover it up. How many times has this been demonstrated? Had Nixon come clean at once about Watergate he might have survived, but the cover-up was worse than the deed.

On a practical note, I sincerely hope that the families of those killed or maimed in Toyota accidents will sting the company for every yen they can; that is no more than the company deserves.

By Chris Snuggs

[BBC News had an item on the 24th that makes interesting watching. Ed.]

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