Training for improving service quality at Honda

Topics: Learning, Quality management, Term Pages: 5 (1573 words) Published: May 28, 2014
Case study 5 Training for improving service quality at Honda Introduction
This case is about Honda American Motor Company which tries to improve quality due to blended learning approach. They split it in three different phase. 1. Phase one: The first phase takes place online. For two to three weeks, learners access a series of online modules that introduce the logical processes for effective problem solving and decision making. Learner progress is essentially self-paced, but since the content is driven from a Web server, the instructor can follow the progress of each learner and provide on-going encouragement and support. During phase one, learners are also asked to identify situations to which they intend to apply the techniques so they can focus on these situations when they attend the workshop. This powerful combination of initial learning and preparation for applying the concepts to real-life issues ensures the following phase will not only be efficient but also build deep understanding and significant motivation to use the ideas on the job after training.

2. Phase two: The second phase takes place at the workshop. Guided by the instructor, learners spend two days deepening their understanding of the concepts, discussing best practices and additional techniques for problem solving and decision making, and practicing on detailed case scenarios. Since skill transfer and results occur most rapidly when starting with the learner’s on-the-job issues, a significant portion of the session is spent working on the problems, decisions and plans identified in phase one. Simultaneously, learners receive coaching and feedback from the instructor and one another. Learners leave the session ready to fully apply the concepts and with a plan in hand to move successfully from the workshop to consistent use of the concepts back on the job.

3. Phase three: The final phase takes place back online. In the three weeks following the session, learners resolve the on-the-job issues they began to work on during the workshop. They document for instructor review, feedback and approval the specific techniques they used to resolve the issues. During phase three, learners have access to a host of online support tools and information. They can contact the instructor with questions at any time. The goal of this phase is to ensure use of the learned concepts and build confidence.

Advantages of Honda’s blended learning approach
Quality of individual output is improved.
Employees have the same way of thinking and working -> Makes it easier to work with manager and all the co-workers. Deep understanding and strong motivation from the employees
Personalized support
Reduce their time away from the job
Take advantages of expanding technology capabilities and infrastructure Assure tangible transfer of skills
Format which best support the overall emphasis on growth and quality


After the presentation of our case some questions have been asked by the students of the class. We have discussed about them and tried to bring some explanations. There were different kinds of questions.

The first kind was about the learning model itself. The main questions were the followings: 1. How can you measure the quality improvements? Overall and in figures? 2. Is the learning time too short?

3. Can you find in the library some video clips?
4. Is it not to theoretical this learning system?

For the first one we think that it is really difficult to measure in term of figure this kind of program. Indeed it is not a small part of Honda’s employees that are training but the whole company. In addition it is not a program for the short term but for the long term. The global quality of Hondo production will increase due to the learning program that means that the customers will be more satisfy. In the long run they will come back to the company to buy their next car. It will take years to quantify the real impact on the turnover. However it is...

Bibliography: IBT, 16.04.2014
Reuters, 16.04.2014
Toyota US, 16.04.2014
Cars recall, 03.02.2014
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