The company’s management also appears negligent towards the variously reported defects within their cars. The company appears not to have a clear strategy towards solving the acceleration problems reported with their cars. From the case study, the company’s management appears to cover up the reported malfunctions in their car.
The Mitsubishi case study reveals the need for maintaining and ensuring the quality of products. The product developed by Mitsubishi appears to fail to satisfy it's stated and or implied need. As per the user-based quality, various customers of the car have complained about the car’s sudden acceleration problems. Customers have voiced their complaints and dissatisfaction about the Mitsubishi Diamante’s malfunctioning system. The product does not to conform to its design specification. Meanwhile, the company’s management fails to engage its engineers comprehensively so that they can address the malfunctions. As a result of the flailing quality associated with their car, the Mitsubishi Company’s reputation has received a knockdown (WSJ 2000, p.1). This is evident through its slumps in sales.
The Mitsubishi Company also appears to flack on its service quality. The company fails itself on various dimensions of service quality (Jones & Robinson 2012, p.69). The company’s management does not appear dedicated to resolving the customers’ complains about the acceleration problem reliably. The company’s management does not appear to be responsive in addressing the issues raised by the customer but instead engage in the cover up mechanisms. The company is not assuring. It does not convey trust and confidence to its clients. Company executives have termed Toyoda who is their customer as rude and a liar for making complaints about their car. The company has proceeded to file lawsuits against Toyoda who went online to register support for the complaint against the accelerated problem (Kunii 2000, p.1). This appears rude and intimidating for customers who may want to make similar complaints to the company in future.