I’ve written before about General Motors (GM) and its closed-loop quality management strengths in the product life-cycle management space, specifically with dimensional planning and validation. I believe the automaker has strong quality management capabilities and was surprised to hear the recent recall news. But even companies with a mature quality program can make mistakes.

Some of those mistakes may have been made five years ago or more and can still cause problems today. In an announcement this week, GM recalled nearly 260,000 vehicles. Issues with the power windows and locks have reportedly caused 28 fires, leaving no one injured but many nervous about driving their Chevrolet Trailblazers, GMC Envoys, and others. Salt and chemicals used on roads during winters are causing corrosion, which is resulting in short circuits and small fires.

As product recalls effect not only service departments but also organizations as a whole, it’s important to have a solid closed-loop quality management system in place. Communication from cross-functional teams is critical for rectifying any issues in a timely manner. Let’s analyze GM’s product recall through the lens of a closed-loop quality management system.

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