Toyota does not measure quality by warranty claims alone. Their KPIs include:
The roots of Toyota’s quality culture begin with Sakichi Toyoda, the inventor of the automatic loom. His philosophy was simple but profound: “Errors are opportunities for learning.” He invented a mechanism that would stop the loom instantly if a thread broke. This prevented the machine from producing defective fabric. This concept—stopping the process to fix the problem—is the bedrock of TQM in Toyota today. total quality management in toyota company pdf