CASE STUDY

MITSUBUSHI MONTERO SPORT (SUA)

Submitted by:
Francisco, Sharmaine M.
Gammad, Darell John B.
Geronimo, Patrick James R.
Hermosura, Linmuel Benjamin C.
Rotao, Hannah Grace G.
Siscar, Christian Jason M,

Submitted to:
Ms. Glenda Sin
I. Introduction
Profile of the Business
Mitsubishi Corporation (MC) is a global integrated business enterprise that develops and operates
businesses across virtually every industry, including industrial finance, energy, metals, machinery,
chemicals, and daily living essentials. MCs current activities have expanded far beyond its traditional
trading operations to include investments and business management in diverse fields including natural
resources development, manufacturing of industrial goods, retail, new energy, infrastructure, finance and
new technology-related businesses. With over 200 offices and subsidiaries in some 90 countries
worldwide and a network of approximately 1,200 group companies, MC employs a multinational
workforce of over 70,000 people.
Reason for Choosing the Particular Study
Mitsubishi Montero Sport SUA are with defect in its design which strains susceptibility for pedal
misapplication, cruise control, and floor mat design, thus, causing the previous array of unfortunate events
such as the incidence of a number of accidents involving Mitsubishi Montero Sport vehicles and the
unexplained reason for the aforesaid incidents. The purpose of choosing this particular study is to discuss
and examine the uncertain release of Mitsubishi Montero Sport motor vehicles although there is a
mechanical malfunctions pertaining to the said model.
Importance of the Study
The objective of the study is to determine the medium of release of Mitsubishi Motors Philippines
on their product Mitsubishi Montero Sport in the marketplace granting that there is a primary defect on its
pedal displacement design, cruise control, and floor mat design. To define the resolution of the case
concerning the number of incidence happened in the Philippines with an unexplainable reason for its
incident.
Benefits of the Study
1. Powerful Social Proof
This case study will give consumers the confidence to trust a product or service by providing relatable
human evidence of its value. This case study puts the value in action, taking users on a specific journey
through the usage of a specific product or service. It is a work of mouth validation that marketers want,
and consumers rely on to make decisions. A rich customer narrative, loaded with direct quotes and
characterizing details, helps prospects relate to the product or service, and impresses them to imagine it
benefiting their lives.
2. Opportunities for Customer Advocacy
Destroy any apprehension, we might have about approaching customers to share their experiences.
This case study can be used as part of a mutually beneficial customer appreciation that build stronger
relationships. With this approach, we will not ask for a favor from our customer, because we offer a
benefit. Our customers will be excited about us, which can be included in our case study for content
marketing with a brief explanation of what we are doing.
II. Statement of the Problem
Safety

A number of accidents occurring in the Philippines involving the Mitsubishi Challenger, locally
marketed as Montero Sport, were reported concerns regarding the safety of the car model and
filing of several lawsuits against Mitsubishi Motors Philippines Corporation.
Incident Management

As of November 2017, over 100 complaints against Mitsubishi Motors Philippines were filed by
Montero Sport owners. The incident has since been the subject of an investigation by
the Department of Trade and Industry (DTI).
There are also several Sudden Unintended Acceleration (SUA) incidents involving 2009 to 2011
Montero way back in the year 2010 to 2012. However, no such incidences have surfaced in other
countries just because the units that are involved in the incidents are locally made and not
imported.
Quality Assurance

Mitsubishi has asserted that the vehicles are safe to use and any sudden acceleration claims were
of no basis. The company however offered a free inspection for Montero owners affected by the
incident.

III. Root Cause of the Problem

Reliability Engineering

Mitsubishi Motors Corporation show that the alleged sudden unintended acceleration (SUA)
incidents involving the previous-generation Montero Sport were likely because of "pedal
misapplication."
The only plausible root-cause identified that could simultaneously cause unintended acceleration
and perceived brake failure, which is a combination of driver and mechanical error, where the
driver pressed the accelerator pedal, believing their foot to be on the brake pedal. Even if the
vehicle suddenly accelerated, the driver could still control the vehicle by using the brakes,
depressing the clutch pedal or shifting the transmission into neutral.
In addition, is the installation of the floor mat, wherein it is not in appropriate size.

IV. Quality Improvement

Existing Product
1. Redesigning the interior parts of the Montero Sport, specifically the pedal and the floor mat
The design of the brake pedal must not in the same level of the gas pedal because if the driver
rattled, he/she would not hesitate which pedal should be step on. Also, changing of appropriate floor mat
for the car to avoid misapplication of the matting.
2. Fixing the electrical malfunctions concerning the Cruise Control mode
The mechanic of Mitsubishi Motors must fix the Cruise Control Mode because enabling and
disabling the switch of the Cruise Control is necessary for the driver to do because of he/she enables the
 switch and disengage the engine without disabling the Cruise Mode, the tendency is when he/she engage
the engine, the Cruise Control is still on which may cause for the car to accelerate the designated speed it
wants.
Improvement Plan

DMAIC DEFINE MEASURE ANALYZE IMPROVE CONTROL

Purpose -Redesigning the -Actuation of the Sudden unintended
Interior Parts ofthe acceleration and acceleration and
car model. brake pedals. perceived brake
-Changing the -In depth cruise failure.
system of the control system.
computer box -Car floor mat
installation.
Primary Ergonomic Design Ergonomic Data Manual
Tools Model Measuring System transmission

V. Tools and Techniques for Improvement

Techniques
The Mitsubishi Motors Philippines uses the Six Sigma technique to be able to eliminate the major
cause of defects and errors in manufacturing and service of their product so that the SUA incident would
not happen again to their recent products. The company had an error on their Quality Check and Quality
Design and Control that is used to build their products. Designing Quality Goods and Services is very
important when it comes to creating a product because the customers safety and satisfaction and the
company sales will suffer if the companys products has a defect in performing.
Tools
Pareto Diagram

VI. Cost of Improvement

The cost of the materials to be used for improving the product will range more or less P10,000. It
includes floor mat, cruise control switch, pedals, and the labor fee. It will be using high quality materials
for the recovery of the misapplications of the car model.

VII. Implementation
PROJECT CHARTER
I. Project Overview
1. Project Name: Redesigning of Interior Parts of the Montero Sport
2. Project Charter Authors: Siscar, Christian Jason M.
Rotao, Hannah Grace
Francisco, Sharmaine
Hermosura, Limuel Benjamin C.
Gammad, Darell John B.
Geronimo, Patrick James
 3. Creation Date: November 23, 2017
4. Last Revision Date: November 24, 2017
5. Project Requestor: Ms. Glenda Sin
6. Project Managers: Siscar, Christian Jason M.
Rotao, Hannah Grace G.
Francisco, Sharmaine
Hermosura, Limuel Benjamin C.
Gammad, Darell John B.
Geronimo, Patrick James
7. Date of Approval: November 2017
8. Proposed Project: Start date: December 2017
End date: January 2018

II. Project Details

1. Problem Statement/Business Case
There are several unintended acceleration incidents occurred in the Philippines involving
the Mitsubishi Montero Sport regarding the safety of the car model.
2. Project Description
The scheme of restructuring the labor in storeroom will contain the following deeds:
Redesigning the interior parts of the Montero Sport, specifically the pedals and the
floor mat.
Fixing the electrical malfunctions concerning the Cruise Control.
3. Project Purpose
The condition of the Montero Sport as ordered by Department of Trade and Industry
(DTI) in dreadful essential of developing and redesigning of the interior parts to ascertain the
safety of the vehicle. This scheme targets to report the restructuring of the model due to its
sudden unintended acceleration
4. Project Goals & Outcomes
The objectives and probable outcomes of this scheme would be:
To lessen the sudden unintended acceleration incidents.
To improve more the safety features of the said car model.
To recover cost-effectiveness of its parts.
To bring back the high rating of the customers of the car model.

VIII. Conclusion
IX. Recommendation
X. Appendices