Toyota Motor Company is known as the creator and banner bearer for total quality management (TQM) and set the standard for other companies to adopt this method of operation, however in 2014 the company agreed to pay out $1.2 billion to settle lawsuits arising from a problem with the gas pedals sticking in some models of their vehicles. The problem had been reported to Toyota car agencies by customers but nothing was done on a company-wide basis. Which area of TQM was the primary contributor to the gas pedal crisis?
A. The company failed to address improving customer satisfaction.
B. The company failed to strengthen supplier partnerships.
C. The company failed to include employee participation on an international level.
D. The company failed to engage in a program of continuous improvement.
Answer: D
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