Corporate risk management and organizational decision making

Case of large Japanese automakers

Abstract

This paper reviews examples of Japanese automobile companies to determine, from the perspective of corporate risk management, how product complaints are linked to organizational improvement processes. As a result, it was discovered that it was easy to “politicize” claims processing by changing it from a search for causes and improvements to a political process that is difficult to tie to organizational improvement. Further, additional discussion of the causes of “politicization” is included.