The entire Matt Hole "interview" is very interesting and informative. He's an engineer through and through, and has introduced quite a number of changes to the way the factory works, to the benefit of all stakeholders.
Each car has a VQA (Vehicle Quality Audit) with a threshold score of 200 (anything a customer would see is a score of 500, so 200 is really minor) "What's good is that the guy's aren't saying: 'Well it would only be 150 if we had these parts'. Now they say 'It is a 1200, so what can we do to ensure that the supply of those headrests isn't two days late, and what can we do when we package up the mirrors to ensure they aren't scratched ...'.
Really basic stuff, but MMC don't seem to have had this approach / culture before, so the change is refreshingly positive.
