Cash for Clunkers. Automotive Bailouts. Clean Car Technology Investements. Saturn Fails. Everyone knows the domestic automotive industry has been in a turmoil for many years, but I have to wonder, “Is there anyone steering the ship at GM, Toyota, & Chrysler?” I have mentioned repeatedly that GM, Toyota & Chrysler have been huge silent problem sinkholes for years. They’ve had cultures where problems were avoided and their silence embraced. This is a huge challenge in today’s marketplace.
In today’s paper I couldn’t help but read an AP article titled, “Why so quiet Chrysler execs?” Its a silent problem expose at its finest. Here are few of the excerpts.
Chrysler has been sending its dealers back to class, reminding them about the importance of courtesy and communication. Always return phone calls. Limit wait times. Open doors for customers. But the automaker isn’t following its own advice.
Dealers are left to wonder what they’ll be selling this time next year, even as they struggle to unload unpopular models from their lots.
The lack of communication is a symptom of an automaker so focused on its grand plan that it may be overlooking the basics of running the business. The lack of information is compounded by frequent shuffling of managers.
Dealers are impatient for details of Marchionne’s five-year plan - to be announced on Nove. 4. Many say calls to headquarters have gone unreturned…
The silence is a sign that Fiat was unprepared to take over Chrysler, said Aaron Bragman, an auto industry analyst with IHS Global Insight.
This story simply reinforces what I and many already knew, “Chrysler is in Trouble!” The reason they’re in trouble is multifold, especially the lack of leadership. I however am convinced that a major source of their demise relates to the silent problems that have been allowed to fester and morph and multiply over weeks, months and decades. Silent Problems are the equivalent of the hemlock tonic being passed around and consumed in too many organizations.
The way out of the woods is dfficult. The means to staying out of the woods is to complete a Silent Problem Audit, and begin to address the silent problem issues before they turn into a Without Warning Event.
