Transcript
History of TOYOTA
Inventor Sakichi Toyoda invented the Toyoda automatic loom, a type of loom that works automatically without human operators.
His son, Kiichiro Toyoda, realised his father’s dream of making motor car.
Model A1 Prototype was completed in 1935. This marks the start of Toyota Motor's history.
Model AA in Launched in 1936, and in 1937 begin full-scale car production.
SAKICHI TOYODA
A1 Prototype Passenger Car
AA Sedan
TMC HQTMC HQTMC HQTMC HQ
Nagoya OfficeNagoya OfficeNagoya OfficeNagoya Office
Establishment
August 28, 1937
No. of Staff 69,478(Consolidated
316,121)
Toyota Motor CorporationToyota Motor CorporationToyota Motor CorporationToyota Motor Corporation
(March, 2008)
Tahara PlantTahara Plant(Lexus)(Lexus)
Tahara PlantTahara Plant(Lexus)(Lexus)
Toyota World OperationsToyota World OperationsToyota World OperationsToyota World Operations
TKM
Toyota 3-S Facilities 71
Toyota 2-S Facilities 6
Toyota 1-S Facilities 8
Total Toyota Facilities 85
Total dealers CR Staff 350 approx
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1965 1970 1975 1980 1985 1990 1995 2000 2005 2007
Sales in Japan Overseas Sales TTL(Unit x 1,000)
Toyota Vehicle SalesToyota Vehicle SalesToyota Vehicle SalesToyota Vehicle Sales
PhilosophyPhilosophyPhilosophyPhilosophy
“Customer First”—The basis for all corporate activities
“Customer First”—The basis for all corporate activities
3S Exclusive 1S
AM CR (Service) AM CR (Sales & Enquiry)
CRE Sales CRE Service * CRE Planning
Head CR
AM CR
CRE Sales
Dealership Category
Average Sales volume
No of CRE Service Required
BSales (800 to 1500/
yr) 2
’37年~ ’ 82年~ ’ 89年~ ’ 01年~
CR Div. establishedCR Div. established (1982)(1982)
Each of us should put our full hearts into our work, to move toward the dream of “zero” customer inconvenience
Kiichiro Toyoda Shoichiro Toyoda
2001
Toyota Way
Katsuaki Watanabe
1992
Toyota Basic Principles
● Founded 1937 ● 1982 TMC-TMS merger
1935
Toyoda code
“Work as if you could see the delighted faces and hear the voices of customers around the world”
2005
CF Activities
““Customer First” management conceptCustomer First” management concept““Customer First” management conceptCustomer First” management concept
“Listen directly to consumers, so that their desires are reflected in our products”
““Some important terms of Some important terms of Toyota”Toyota”
““Some important terms of Some important terms of Toyota”Toyota”
CustomerCustomer
Satisfactory resolutionSatisfactory resolutionSatisfactory resolutionSatisfactory resolution
Improved customer loyaltyImproved customer loyaltyImproved customer loyaltyImproved customer loyalty
Improved brand imageImproved brand imageImproved brand imageImproved brand image
Return profit to customers (good products, good services)
Expanded market shareExpanded market shareExpanded market shareExpanded market share
Aiming to be “the most admired in town”Aiming to be “the most admired in town”- Toyota Global Vision 2020 -- Toyota Global Vision 2020 -
Aiming to be “the most admired in town”Aiming to be “the most admired in town”- Toyota Global Vision 2020 -- Toyota Global Vision 2020 -
Role Players ResponsibilitiesResponsible for all CR functions, strategic planning, development & implementation of CR training. Coordinate with TKM for all CR activities and monitor customer satisfaction reports.Respond to all sales related positive/ negative comments. Recording complaints on TKM format & Generation of reports.Develop & implement countermeasure along with Sales dept. for prevention of customer concerns recurrence.Respond to all service related positive/ negative comments. Recording complaints on TKM format & Generation of reports Develop & implement countermeasure along with Service dept. for prevention of customer concerns recurrence.Development and implementation of CR training .Follow up and update customer satisfaction feedback in SSI & CSI Tracker.Post Sales/ Service follow- up call to customers.Registering customer complaints in TKM format & Tools.
Head – Customer Relations
Assistant Manager - CR (Sales & Enquiry)
Assistant Manager – CR (Service)
Assistant Manager – CR (Service)
CR Executive - Planning
Toyota India (TKM)Toyota India (TKM)Toyota India (TKM)Toyota India (TKM)
TOYOTA In India
As a joint venture between Kirloskar Group and Toyota
Motor Corporation, Toyota Kirloskar Motor Private
Limited (TKM) started its operation in 1997.
TKM aims to play a major role in the development of the
automotive industry and the creation of employment
opportunities, not only through its dealer network, but
also through ancillary industries.
Based on our philosophy of " harmonious growth",
Toyota Motor Corporation is committed to passing on the
DNA of the Toyota Way, which is defined by our
"customer first" approach. This approach has helped us
to successfully form firm relationship with our suppliers
and dealers for a solid business base in India.
Toyota Dealership’s in India
Continues……….. Joint venture between Kirloskar Group and Toyota
Motor Corporation. TKM aims to play a major role in the development of
the automotive industry and the creation of employment opportunities, through its dealer network and through ancillary industries.
Date Of Establishment:- October 6, 1997 and got started in 1999.
Paid-In Capital:- Rs. 7 billion Shareholders:-Toyota Motor Corporation (89%
equity) Kirloskar Group (11% equity)
Toyota Kirloskar Motor Pvt. LTD
Started its operations on 21st December
2001 at Calicut. by establishing a 3-S
facility, of global standards, Mr. Sachio
Yamasaki, Managing Director, Toyota
Kirloskar Motor inaugurated the
dealership.
AmanaToyota Calicut
Amana Toyota Kannur
Expanded and intensified operations to
Kannur and Kasaragod districts by
establishing a 3-S (Sales/Service/Spares)
facility at Kannur, which was inaugurated
on 21st May 2006 by Mr. Toyoshima San
(MD, TKM)
Both the 3-S facilities are ISO 14001 certified
and committed towards protection of environment by
minimizing their impact through conservation of natural resources, prevention of pollution and
continual improvement
3-S Facility of Amana Toyota
At Calicut At Kannur
Major achievements
Platinum award for the Best Toyota Dealer in the country-2006
Vice Chairman’s award for the outstanding performance in 2007 (2nd best toyota dealer in India)
All India Best Dealer – “C” Category - 2003
Major achievements of Amana Toyota All India Best Dealer 2003 – “C” Category Mr. Aji – Service Advisor – emerged National
Champion in the 1st National Championship for Service Advisor Category – 2003
Winner – Best TDMS Award 2003 & 2004 Customer Service Performance Award-2004
– “Single Star”
1st Runner-up of the TSM Kaizen Marathon Conference 2004
Winner – Highest Sales Satisfaction Award – 2004
Certified with ISO 14001, since March, 2004 Dealer Principal Mr. VPK Abdulla received
the “Nehru Award” from Nehru Peace Foundation, for the year 2004 for the outstanding social contributions.
Customer Service Department Recognized with TSM Basic Certification in the year 2005
Superior award for Customer Satisfaction for 2005
Won “Jo Jeetha Wohi Sikandher” award for Sales Performance in December 2005
Customer Service award – single star for 2005
Mr. Raju – Body & Paint Technician – emerged 2nd Runner-up in the 1st National Championship for Body & Paint Technician Category – 2005
Platinum Award for becoming “All India Best Dealer” in the year 2006
Best New Dealership award for the year 2006 for Kannur Unit
Customer Service Performance award, “3 star” for the year 2006
Business performance award for Sales, for the year 2006 on achieving Nenkei targets
Sales Satisfaction award for the year 2006 Mr. Shaji (Paint Technician) emerged champion in the
South Zone Skill contest Mr. Shaji (Paint Technician) emerged National
champion in the National Skill contest held in July 2007. He will represent India at the Asia-Pacific championships to be held at Bangkok and the International championships in Japan
Vice Chairman Award for the year 2007 Vice Chairman Award, 2nd CR Award in the year 2008 Triple Crown Award, Best Sales Award, Consistent
Award in the year 2009
Our objectives
To be dynamic and growth oriented
To create a distinguished climate within the Organization
To be law-abiding company and comply with all statutory requirements organization for others to emulate
To continuously strive and create a pollution free environment
To be a front-runner in providing match less service To sustain and eventually surge ahead in the business
activities carried out To be a benchmark
Area of Operation
The six Northern Districts of Kerala known as “Malabar”
Palakkad Malappuram Calicut Wayanad Kannur Kasargode
Manpower
The employees who work as a team is the strength of theorganization. They are treated with respect and we give
themopportunity for input on how to continually
improve themselves and the organization.
Present employee strength: * 274 (both units)
Present manpower growth rate: 15% yearly
Present Attrition rate : Less than 4%
* 175 (Calicut) + 99 (Kannur)
M2
M3
A1
A2
A3
B1
B2
B3
B4
C1
C2
C3
C4
D1
D2
D3
D4
E1
E2
E3
E4
PDS Incharge
JC (B&P)TSM
Co.Ordinator
Senior Accountant
Trainees
Technician
Washing Supervisor
CGT/QC
Sub Store Incharge (BP)
Attender
Drivers
AM Accounts
Accountant
AM Hr & Admin
MRS Staff
Parts Officer
HR Executive
Telephone Operator
Parts Picker
Attender
T.D Co.Ordinator
Insurance Renewal
Data Entry Operator
Driver Supervisor
Vehicle Washer
Warranty Asst.
GM Sales GM Service
Maintenance Manager
Sales Manager
Accounts Manager
EDP Manager
Manager B&P
Parts Manager
Sr.Service Manager
CR. Manager
Service Manager
TM. Executive
Sales OfficerDSA Co
Ordinator
Team Leader
Sr.Sales Officer
Retail Finance
TL Tele Mktg
TL Data Entry
System Analyst
Product MgrInernal Auditor
Loby Incharge
Purchase Manager
Trainer
Asst Sales Mgr
Marketing Manager
Mktg Executive
JC (Gen)
Event Co.Ordinator
Electrician
EDP Asst.
Mechanic
CHAIRMAN / MD
DIRECTOR / GM Operations
Sr.Mgr HR/Admin
AM CR
CRE
Receptionist
BP Technician
M1
Helper
Accounts Assistant
Accounts Clerk
Sr.Service Advisor
Accident Claim Ex.
Sub Store Incharge
AM Reception
Service Advisor
Attender
SUPER WHITE
GREY MICA METALIC
LIGHT BLUE
WHITE
SILVER MICA METALIC
CHAMPAIGN MICA METALIC
DARK RED MICA METALIC
THANK YOU
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