How did Toyota’s problem-solving methods fail?

Toyota’s recall of 2.3 million vehicles is sending shockwaves through the automobile industry. We look at why a company that has built its reputation on customer service and problem-solving is in so much trouble now and whether those strengths could help it get back on its feet.

Jeffrey Liker is professor at the University of Michigan’s College of Engineering and co-author of “The Toyota Way.”

Ken Bensinger is reporter at The Los Angeles Times and co-author of a series of investigative reports on Toyota’s runaway cases.