Just before the end of the day, a phone call came from someone who had taken delivery of car air conditioners. 
"A part fell off your air conditioner! What's the deal?" 
Further asking revealed that some the air conditioners in the new-car assembly process were damaged.

The sense of mission suddenly shouldered dictated what needed to be done. 
If they were already installed, the only thing to do was to open the hood of each car and check inside. 
The associate who had received the call and his superior immediately assembled an investigation team. 
Five associates raced to the site without even taking the time to change clothes.

It was five hours by car. 
Night had fallen by the time they reached the customer's factory. 
There was an endless field of new cars, and no time to hesitate.
Flashlights in hand, they began to check by sight and touch.

By around sunup the group had grown to 15 associates, but by the time they finished their work, the sun had gone down again. 
Luckily enough, there were zero defectives other than the one problem vehicle. Shipping took place on time.

Meanwhile, a response meeting was taking place at the manufacturing plant where the product was made.

All production processes – over 40 of them – were thoroughly inspected.
Eventually, the cause was found to have been in the welding process. 
Then when the on-site investigation team returned, countermeasures were decided on.

Shipping resumed 48 hours after the problem was discovered. 
The DENSO executive who paid a visit at a later date to apologize received unexpected words of appreciation.

"Seeing your employees come together as one to resolve the problem only strengthened our confidence in you. DENSO is the first company to respond to a problem to this degree."

Two weeks thereafter, safe and comfortable new cars made their showy debut. 
The relationship of trust with the customer continues even now.