Today I read this article about Ford recalling vehicles because of a potential fire hazard due to a cruise control switch. Last week I saw Toyota did a recall on a bunch of their floormats that could get wedged under the gas pedal and cause the car's speed to keep increasing. I don't know what you think or feel when you read articles like that, but I always get a little bit sick to my stomach with sympathy for the engineers who worked on that product. Because no matter how diligent you are, nothing is completely fail-safe or fool-proof. The Challenger and Columbia proved that. All companies and government agencies occasionally have quality problems, and the good ones manage to have fewer quality problems than others. There, but for the grace of God, go I.
Just to let you know, before a company makes any kind of recall, probably a whole team of engineers and lawyers have reviewed all the data, estimated the likelihood of the incident happening, the severity of the incident, estimated how much it will cost the company, estimated how much it will damage the company's reputation, and done a whole host of other things I probably don't even know about.
The Monday morning quarterback type might think "How could the company let this happen?" Well, let me tell you, there are a multitude of reasons why this could happen. Whatever the article says is the root cause is probably not the whole story or is a badly interpreted story. Below is just a start on the list of reasons why/how this could happen. Disclaimer: just to be clear, I am not an employee for any auto company and am not speaking these as fact for them. These are just possibilities.
- There was a failure mode no one had seen before or could imagine would happen, so no actions could be taken to prevent it.
- The failure modes and effects analysis was done by inexperienced people or not reviewed properly.
- Testing was run incorrectly in the lab.
- The design was perfect, but the supplier produced "bad" parts.
- Someone working on the project was so incompetent that others could not compensate for him/her.
- Design requirements changed at the last minute, causing a scramble of activity around redesign and retesting, and something got lost in the shuffle.
- The person/lab who did the testing and/or reviewed the results on that part had a bad day and missed something.
- Not enough resources were on the project, causing some of the work that should have been done to not be done.
- Marketing wanted it done ASAP or launching to market was considered business critical, so a few corners were cut to meet the schedule.
- The business people said "full steam ahead" when the engineers were saying "no". If the business people have more power, then it's "carry on" and "we're willing to accept that risk".
P.S. Almost always, the people who make the mess are not the ones who have to clean it up after the disaster strikes. More's the pity.