Torrance, California – Toyota Motor Sales U.S.A. has established a new Swift Market Analysis Response Team (SMART) business process that uses its product engineers, field technical specialists and specially-trained technicians to quickly and aggressively investigate reports of unintended acceleration of its vehicles in the U.S.
The rapid-response team will attempt to contact customers within 24 hours of receiving a complaint to arrange for a comprehensive on-site vehicle analysis. The team members are drawn from a group of 200 technical associates located across Toyota’s North American operations and will work in close partnership with Toyota and Lexus dealers. As part of the program, dealerships will use business processes and materials to address owner concerns or reported experiences of unintended acceleration.
The size and configuration of each SMART team will vary based on the specific circumstances of each report and vehicle involved. Engineers from Toyota in Japan are also expected to assist in some evaluations, as are specialists from other fields if warranted by initial findings. The teams will also work in close partnership with law enforcement agencies and federal regulators with jurisdiction over crashes or incidents when requested.