Can a quick and robust resolution of the problems identified by the driverless car users is the key activity to guarantee customer satisfaction?
Keeping in mind that every product has a launch date
and companies rush to push out products by that date, they could not do enough
quality control of every part. Actually, recalls because these companies way too
much, so I think if these companies were aware of the faults, they would not
have sold those products in the first place. But in the supply chain when someone fails
in quality control that impacts the end product. And that is exactly what
happened in each of these cases. More important we can see the recalls happened
in Ford, GM, Chrysler and they were QA9000 certified (The Greatest Quality Management System Failures in History,
n.d.). And we see other
examples like that, this shows getting certified of processes does not
guarantee that those processes are precisely being followed.
So, if every supplier in the supply chain would establish quality control and auditors to make sure that quality control is doing
their job accurately then the risk would go down significantly. I cannot say
there will not be any risks or all these incidents could have been avoided,
but having quality control in every point would have increased the chance of
getting a defect-free product significantly.
A lot of companies are working on driverless
technologies, companies such as Uber, Tesla, Weymo all are working on
driverless technologies. From customers who would consider an autonomous car to focus on the convenience, the driverless functionality and safety is another
factor people care about. While convenience is limited to not focusing on
steering or traffic but safety is not that simple. Autonomous driving is mostly
about artificial intelligence and technology.
While customers may not specifically ask for a car
that never hits a pedestrian or a car in front that hits another car that hit
break suddenly, but this would be implicit and trial run on that will take a
lot of time. Until these cars are thoroughly tested in maximum possible
scenarios. So, just addressing what customers want will not be sufficient until
the cars are totally safe in all possible circumstances. In fact, while companies already started real-life testing one autonomous car killed a woman in Arizona ( Wong,2018).
Companies need to continue the test of the technology to make the cars safer before
they can launch or start selling.
References -
The Greatest Quality Management System Failures in
History. Retrieved from: http://qualitymanagementsystem.com/total-quality-management/the-greatest-quality-management-system-failures-in-history/
Lavin,S and Wong,J ( March,2019). Self-driving Uber
kills Arizona woman in first fatal crash involving pedestrian. Retrieved from https://www.theguardian.com/technology/2018/mar/19/uber-self-driving-car-kills-woman-arizona-tempe
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