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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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