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SPECIAL FEATURE Toyota South Africa Motors campaign to correct accelerator mechanism TMC globally has been able to achieve strong growth, positioning product quality as its corporate mainstay and earning acceptance in markets throughout the world, based on the reliability of its products. However, as TMC grew, its customer base expanded and diversified, and customer expectations increased. At some point, the company believes it was not sufficiently aware of these elevated customer expectations. These factors form the backdrop for the recent issues related to safety and confidence. TMC views these issues as an opportunity for renewal and improvement and every single employee participated proactively in meeting the challenge of redressing the issues. Following the floor mat issue in the United States (US) in November 2009, TMC announced a voluntary safety recall on 21 January 2010 on some Toyota-brand vehicle models sold in the US for the accelerator pedal issue. On 9 February 2010, TMC announced a recall in Japan, the US and Europe on four models, including the new Prius, for a brake issue. On 10 February, TSAM announced a recall on three models in South Africa to correct the accelerator mechanism. Details of the issues and countermeasures for these markets are listed in Table 1 below: 4 Toyota South Africa Motors Sustainability Report 2010 The list of affected vehicles was the result of an exhaustive technical study which covered all Toyota vehicles on sale in South Africa. The affected passenger vehicle models were: • Toyota Corolla (February 2007 to January 2010) – 45 040 vehicles • Toyota Auris (June 2006 to January 2010) – 6 665 vehicles • Toyota Verso (October 2008 to • January 2010) – 841 vehicles Total vehicles recalled – 52 546 vehicles Recall service campaign – Corolla, Auris and Verso The Corolla, Auris and Verso vehicles were recalled as part of a service campaign to correct a potentially faulty accelerator pedal mechanism. This was done as a proactive precaution and was based on the fact that the mechanism was similar in operation to those which had proven faulty in other regions. In these regions the mechanisms, in severe circumstances, deteriorated and became harder to depress, slow to return to idle or had, in just a handful of cases, become stuck in a partially depressed position. Issues Countermeasures Floor mat If improperly secured in the vehicle, some floor mats used in the US may move forward and hold the accelerator pedal down in a fully or partially open position. Accelerator pedal In the accelerator-pedal assembly of affected vehicles, condensation resulting from cold-weather use of the heater or other causes may form on the worn surface of what is known as a friction device. If this occurs, there is a possibility that, in the worst case, the accelerator pedal returns slowly, or does not return, to its idle position. Anti-lock Braking System (ABS) Table 1 Braking performance may be reduced, resulting in increased braking distance (compared to performance before ABS activation) when vehicles switch at low speed to hydraulic braking-only to activate ABS, which is used to stabilise handling on slippery surfaces, such as snowy and icy roads. • • • • • Above and below: The potentially faulty accelerator pedal mechanism. In more detail, the problem related to the operation between the mechanism’s friction shoe that provides pedal feel and ensures pedal stability, and the adjoining surface. Exchange for the proper floor mat. Reconfigure the shape of the accelerator pedal. Change the shape of the driver’s side footwell on some models. Install a precision-cut steel reinforcement bar into the accelerator-pedal assembly that creates a space to reduce the surface tension between the friction device and a component called the pedal arm. The bar also strengthens the reaction force of the spring that returns the accelerator pedal to its non-pressed position. Correct ABS software programme to prevent a reduction in braking performance.
The corrective action took the form of a small precision-cut steel plate that was placed in the assembly to alleviate the friction between the friction shoe and the adjoining surface. This prevents the problem from surfacing in vehicles equipped with this steel bar for the life of the vehicle. Reasons for the recall service action in South Africa TSAM chose to participate in this worldwide recall service action as a precautionary measure. The action took place despite the fact that the problem had not surfaced to the same result in the hot and dry climate of South Africa. “We would like to apologise to all Toyota vehicle owners for the uncertainty and inconvenience that this process may have caused. We value the trust and confidence that Toyota owners have put in our brand over the past five decades and we will do everything in our power to honour that,” said Dr Johan van Zyl, President and CEO of TSAM. Actions taken TSAM and its nationwide dealer network immediately started contacting owners of the identified vehicles to inform them of the recall service action. All Toyota dealers in South Africa and the countries that TSAM serves were involved. These include Botswana, Namibia, Lesotho and Swaziland. Owners were given the opportunity to contact their nearest Toyota dealer at their convenience and schedule a time for the insertion of the steel bar. Repairs started on 23 February 2010 and more than 90% of the affected vehicles had been repaired by 31 August 2010. There are two major reasons why the balance of the affected vehicles have not yet been repaired. Many fleet owners with large fleets of working vehicles opted to postpone the corrective action in order to schedule the repairs for when it suits them. Cars that have been resold more than once are very difficult to trace, meaning that TSAM has not been able to get in contact with every affected vehicle owner. However, regardless of when or from whom an affected car was purchased, owners can bring in their vehicle for the corrective action at no cost. The full cost of the corrective process was borne by TSAM. No owner was required to pay, regardless of the state of his or her service plan, warranty or the ownership status of the vehicle. As further support to the campaign, concerned customers were able to visit www.toyota.co.za or phone the Customer Contact Centre on 0800 139 111 for upto-date information on the recall service campaign. “We would like to apologise in advance to our customers for the inconvenience this campaign might cause them. We believe the action of fitting the accelerator pedal component with a safeguard mechanism is in line with our commitment to customer safety and satisfaction and we trust that our customers will continue to experience the trouble free motoring they have come to expect from Toyota,” said Dr Van Zyl. In the case of the locally produced Corolla models, before the recall announcement TSAM had already implemented the corrective action in all vehicles in production. This means that no newly sold Corolla from the date of the recall and onwards requires the corrective action. This also applies to the Auris and Verso models that TSAM imports from Europe, where the vehicles in production at the time of the recall and onwards received the necessary upgrades. This programme was a preventative measure from TSAM. Customers should experience no difference between the pedal feel and operation before or after the service action. Special service campaign – Prius In an unrelated service action, TSAM decided to recall all new generation Prius models (August 2009 to February 2010) for a software upgrade to the electronic brake system. This action involved 216 vehicles. This upgrade addressed the delayed brake feel on slippery surfaces that was experienced elsewhere in the world. TSAM contacted each Prius owner to inform them of this upgrade and scheduled a convenient appointment time at their closest Prius dealer. All 216 affected vehicles were repaired by the beginning of June 2010. GLOBAL STRATEGY SPECIAL FEATURE Special Committee for Global Quality launched to achieve a more safety and confidence-based customer interface Any time a problem should occur, it is TMC’s practice to thoroughly determine the root cause, take corrective actions and press ahead with further improvements. This is an article of faith that has been firmly embraced since the foundation of the company. In response to the recent series of problems, TMC formed the Special Committee for Global Quality, chaired by President Akio Toyoda, on 30 March 2010. The purpose of the committee is to listen more respectfully than ever to customers from every region. It demonstrates the company’s concerted commitment to a fundamental review of operational attitudes and establishing a customer interface across TMC’s entities worldwide, in every business sector. Improvement plans worked out by the committee will be verified and assessed by four external advisors as well. In line with this, TSAM also instituted its own quality committee that reports back to the global committee on these matters. TMC’s internal functions, including newly appointed Chief Quality Officers, represent customer voices from North America, Europe, China, Asia, Oceania, the Middle East, Africa and Latin America. Key objectives identified by the Special Committee for Global Quality • • • • • Genchi Genbutsu, Early Detection and Early Resolution based on customers’ voices; Human resource development that reinforces TMC’s Customer First approach; Assessment by outside experts; Product development focused on customer safety and confidence; and Independence of quality management activities in each region of the world. Toyota South Africa Motors Sustainability Report 2010 5
Page 2 and 3: About this Report This is the sixth
Page 4 and 5: MESSAGE Executive message from the
Page 8 and 9: SPECIAL FEATURE 30 years of market
Page 10 and 11: ABOUT THE COMPANY About the Company
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SOCIAL ASPECTS of the Kavango-Zambe
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Independent Assurance Statement To
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Global Reporting Initiative Index G
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Glossary of terms and acronyms 3R R
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