Here's an interesting article from Inside Line.
Toyota's recalls and public relations woes have many Detroit auto executives secretly smirking — or, at the very least, wondering if its once-sterling reputation will be tarnished. One pondered out loud if Toyota might lose female buyers, who flock to the brand for its quality, but might be turned away by news of the sexual harassment suit.
Indeed, some experts think Toyota's image is in danger. In late July, Fitch Ratings said the increasing number of recalls could mar the company's brand image. But Toyota's ever-increasing sales and market share suggest the public perception persists that the Japanese automaker produces bulletproof quality. Why? Perhaps it is because Toyota has built years of goodwill.
And it takes a long time to change the perception and for perceptions to reflect reality.
Just ask General Motors. Shifting perception is its most formidable challenge.
Evidence is mounting that GM quality is improving. A University of Michigan analysis of customer attitudes found that General Motors has been doing a better job of impressing buyers. Quality surveys, such as J. D. Power and Associates Initial Quality Survey (quality in the first 30 days of ownership) and Dependability Survey (over years of ownership) show GM improving, especially with the Buick and Cadillac brands.
Nevertheless, the perception that GM's quality lags behind Toyota's by quantum amounts persists.
S.
Quality Control
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