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33 2010.2.10p.3 2010.2.18p.11 2010.3.28p.7 2010.3.30p.3 2010.3.31p.9 2010.5.20p.10 2010.3.8p.9 2010.1.25 230 8 p.13 2010.2.28p.9 2010.2.26p.3 2010.3.4p.14 2010.2.16p.13 Study on the Massive Recall of Vehicles: The three Massive Recalls of Toyota s Vehicles in the United States Susumu ITO ABSTRACT This paper examines the cause of vehicle recalls, the background of massive recalls, efforts to improve the quality of vehicles, and the improvement of response to customer. It deals with the massive recall issues of Toyota Motor Corporation that occurred in the United States. The defects of Toyota s vehicles were due to design faults and a defective part. The recalls arose from hard work of design engineers, the complexity of vehicle, and the lack of quality people. Toyota's massive recalls in the United States occurred at the end of 2009 and start of 2010 and decreased profit margins. I point out that the massive recalls are produced through design faults and common parts. After the massive recalls, Toyota places the highest priority on improving quality to restore the trust of their customers and takes the ways and means to make better cars. To improve the recall decision-making process, it is necessary that top management can listen to customers' voices around the world and the management of each region is able to make a decision on the necessity of a recall. It is important for the management of car manufacturers to respond to the complaints of their customers promptly and to take the quality and safety of vehicles from the perspective of customer safety first. The key to making high quality vehicles is to develop quality people.