Amana ppt

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

0

1000

2000

3000

4000

5000

6000

7000

8000

9000

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