8

CONFIGURATION

Properly Connecting Core and Support Work Processes

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In 2002, GM used an ignition switch that failed to keep cars powered on, which led to moving stalls on highways. Drivers lost control of their cars, and the faulty switch prevented airbags from deploying. For the next eleven years, GM received notices from customers, dealers, the press, and its own employees about the faulty switches. Committee after committee at GM discussed the issue, but nothing was done.

For eleven years, no one took the responsibility to resolve the problem. For eleven years, legal, safety, quality control, manufacturing, engineering, the Product Recall Committee, ...

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