Toyota Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Toyota Case Study Analysis

Media of Communication:

Asstated above, the company usedthe print media for communicating the recall to its customers. However, the company could have utilized a better medium of communication to its customers by selecting an appropriate media, such as electronic media, which includes: T.V. interviews, press conference, advertisements or infomercials on television and radio and emailing or calling the clients etc. (EJ Umble, RR Haft, MM Umble, 2003).

Pros:

Verbal communication with consumers could have a huge impact on the customers’ perspective regarding the company’s purpose of the recall and making them understand and acknowledge that how does the company value its customers.
A better understanding of the company’s perspective could be shared with each customer using a phone call or a television advertisement or infomercial.

Cons:

Huge amount is required to call and arrange televsion ads in multiple countries,with the large base of international customers.
It could be an extensively time consuming task to communicate to millions of customers.

Historical Events:

The historical events regarding recall and the company’s response alomg with the measures taken by the company to ensure the customers’ safety could be discussed to changetheir perspective about the products and the services of the company.

Pros:

A detailed summary of historical events could lead to achange in customers’ perspectiveregarding the company’s value proposition.

Improvement in the market position that has been affected due to frequent recalls with the creation of a perspective that it had happened historically and was managed efficiently and effectively.

Cons:

Customers may get more aggressive after having a knowledge of the previous recall events and may feel a threat totheir safety if they use the future products of the company.

Negotiations with Media Officials:

Management could negotiate with media officials to reduce the negative comments published by media organizations,which have caused increased outrage and anger.

Pros:

Reduction in the media accusations could lead to a change in the customers’ perspective regarding the company.

Cons:

Approaching the media may put an impression of media manipulation in the customers.
Media officials could deny reducing their negative comments and even increase their accusations.

Detailed review of each car model

The company could ensure the consumers about the safety measures it will take by inspecting each of the new model thoroughly before getting them launched in the market for sale.

Pros:

Ensuring the customers’ safety could improve the sales and lead the company to revive its market position.

Cons:

Delay in the sales due to the review process could result in the company being deprived of potential financial resources and benefits.

Recommendations and Conclusion

On the basisof theabove analysis, the company is recommended to pursue drafting of a second letter with an improved content, including the discussions regarding the accountability and the responsibility of the losses being faced by its customers, along with the compensation and a shift of contents’ focus from the company to its customers. A second letter could prove to be a second chance for the firm to revive its market position. The company is also recommended to create advertisementsand have a press conference by inviting the media and answering the questions and clearing the customers’ doubts and misunderstanding or fears regarding the company’s future products and its capabilities with an inclusion of an apology for the inconvenience caused to its customers by the company.. The firm should alo negotiate with media and convince them to reduce the negative comments about it.

Toyotacould revive its position by an effective communication, using effective media channels and a pusuasive content. The firm could change the customers’ perspectives by making them realizethat how much it values its customers, through an effective communication.

Implementation

Neither an effective content nor media of communication could solve the problem being faced by Toyota. The problem that the company is currently facing could be solved by an effective implementation of the plan. In order to change the customers' perspective and reviving its market position; Toyota is supposed to draft and release another recall message, which requires a critical evaluation of the problems with the previous letter. After analyzing the letter’s content, the company must draw a new content, taking customers' perspective under consideration, and release that message using various effective sources of mass communication, including TV ads and interviews, phone calls or emails and infomercials etc. The company should also arrange meetings with media officialsin an attemptto convince them to change or minimize their negative statements regarding the company.. In this way Toyota could revive its market positionby changing the customers' perspective.(EJ Umble, RR Haft, MM Umble, 2003)............................

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