TOYOTA Corporate Philosophy

Toyota Corporate Philosophy

Toyota wholeheartedly offers its vehicles to the
customers. The sale of a vehicle can be considered
complete only when the customer has used it and
is fully satisfied with it.
The Toyota corporate philosophy sets the following
priorities:
1. Customer
2. Dealer/Distributor
3. Maker

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TQS
The TQS (Toyota Quality Service) activities have
been designed to bind the dealer and TMC
together to promote customer satisfaction as
follows:
• Providing No. 1 quality products:
This means to provide vehicles that meet the
needs of the customers and are also suited to the
environment in which they are to be used.
• No. 1 after-sales service:
This means to provide the best service in the area.
It also means to provide caring service that
exceeds the service provided by your competitors
so that the customers' vehicles are always kept in
top condition. Thus, the customers will always be
able to operate their vehicles with confidence.
• Caring service
Customers have four expectations regarding
service:
1. Cordial treatment
2. Accurate and reliable service
3. Reasonable charges
4. Efficient and speedy service
Many customers also expect "something extra",
such as being helpful, giving extra service in the
form of oiling squeaky door hinges, or giving
professional tips on driving in the mountains.
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Increasing your customer's satisfaction will not only

help your company prosper. It will also increase
your own job satisfaction.
This means that your customer's satisfaction is
reflected in your company's evaluation. It effects to
your benefits.
For example, your working environment might
improve, you may receive better treatment (salary,
promotions, etc.) from your company, and you
could obtain greater job security.

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What is the TOYOTA Technician?
Technician of TOYOTA
You are a professional technician working in a
Toyota workshop. You do your job as a professional.
Compared to technicians at other companies, you,
as a Toyota professional, differ in at least two
respects:
1. You put into practice the "Customer First"
philosophy
• You make every effort to raise the level of your
customers' satisfaction with their Toyota vehicles
by providing them with No. 1 After-Sales Service.
• You always think of what you can do to increase
your customers' satisfaction, and then put your
ideas into practice.
• You provide speedy and highly reliable service.
• You treat your customers' vehicles
conscientiously.
• You offer professional advice on any problems
discovered during service.
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2. You live up to the professional standards of

pride and responsibility.
No matter what the job, you will do it reliably and as
speedily as possible, and at the minimum cost.
• You understand the technician's role.
You provide after-sales service to always maintain
the customers' vehicles in top condition so that
they will be able to operate the vehicles with
confidence.
• You take pride in your work.
Automotive service is a very important job that
has a direct effect on people's lives. Therefore,
you are constantly aware that you are responsible
for helping Toyota vehicles to maintain their world
reputation for high quality.
• You do your best in every job.
You are conscientious and thorough, and always
take responsibility for what you do, no matter
what the job.
• You always endeavor to make improvements
in your work.
You are always improvement-conscious,
searching for ways to do the job more efficiently,
more accurately, more comfortably, and at a lower
cost than before. Then, you incorporate each
improvement in your work.
• You endeavor to improve your skills.
Toyota vehicles are continually undergoing quality
improvements, with new models and new
mechanisms constantly being adopted. You
continually improve your skills and master new
technologies as they are introduced, in order to
be able to service these vehicles.

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 The 10 Principles of Better Workmanship for
Technicians
We have established ten basic principles that are
essential in your work, and which should be put
into practice every day. Keeping these ten
principles in mind at all times will help you to
provide service in a speedier and more reliable
manner.
Depending on the conditions prevailing in the
different markets (or countries), the basic principles
(such as methods of greeting) to be observed may
differ somewhat. If the distributor in your country
has established a different version of these ten
basic principles, please use them.

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1. Professional appearance
• Wear a clean uniform.
• Always wear safety shoes.

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2. Careful vehicle handling and treatment

• Always use seat covers, fender covers, front
cover, steering wheel cover, and floor mats.
• Drive the customer's vehicle carefully.
• Never smoke in a customer's vehicle.
• Do not use the customer's audio equipment or car
telephone.
• Remove trash and parts boxes from vehicle.
Floor mat
Seat cover
Fender cover
Front cover
Steering wheel cover
Wheel stopper

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 3. Neatness, cleanliness
• Keep workshop (floor, toolstands, workbenches,
gauges, testers, etc.) neat, clean, and orderly by:
Discarding unneeded items
Putting and keeping parts and materials in
order
Sweeping, washing, and scrubbing
• Work with the vehicle parked straight in the stall.

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4. Work safety
• Use tools and other equipment (auto lift, jacks,
grinders, etc.) correctly.
• Be careful with fire; do not smoke while working.
• Do not handle objects that are too heavy for you.

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5. Planning and preparation

• Confirm the "prime item" (the main reason the
customer brought the vehicle into the shop).
• Be sure you understand the customer's requests
and the service advisor's instructions.
Be especially careful to correspond in the case of
the comeback jobs.
• In case any bad condition is found except the
scheduled working parts, contact the service
advisor. Get to work after acquiring the
customer's agreement.
• Plan your work (work sequence and preparations).
• Check to see that the necessary parts are in stock.
• Do the work according to the repair order not to
make a mistake.

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 6. Speedy, reliable work
• Use the correct SST (Special Service Tools) and
testers.
• Work according to repair manuals, electrical
wiring diagrams, and diagnosis manuals to avoid
guesswork.
• Keep up-to-date on the latest technical
information, such as technical service bulletins.
• Ask the service advisor or controller/foreman if
you are unsure of something.
• Report to the service advisor or
controller/foreman if you discover that the vehicle
requires extra work that is not included in the
repair order.
• Take full advantage of available training.

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7. Finish by promised time

• Check occasionally if you can finish the job on
time.
• Notify the service advisor or controller/foreman if
you think you will finish later (or earlier), or if
additional work will be necessary.

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8. Check work when finished

• Confirm that the prime item has been completed.
• Make sure that all other requested work has been
completed.
• Make sure that the vehicle is at least as clean as
when you received it.
• Return the seats, steering wheel, and mirrors to
their original positions.
• Readjust the clock, radio, etc., if their memories
have been erased.

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 9. Keep old parts
• Put old parts in a plastic bag or in empty parts
bag.
• Put old parts in a predetermined place (e.g., on
the floor in front of the front passenger seat).

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10. Follow through

• Complete the repair order and report (e.g., write
the cause of the problem, replaced parts, the
reason for replacement, the length of the labor
time, etc.).
• Give the controller / foreman or service advisor
any additional information that is not written on
the repair manual.
• Notify the controller / foreman or service advisor
of any irregularities that you have noticed while
working.

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Exercise
Question-1
Mark each of the following statements True or False:

Correct
No. Question True or False
Answers

Toyota technicians must always consider and perform the deeds that
1 n True m
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m n False
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benefit the customers.

Automotive service is important work that ensures the safety of the

2 n True m
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m n False
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customers.
Technicians must pay meticulous attention to detail during
3 maintenance and repair work, except those operations that they are j True n
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m
n j False
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m
accustomed to performing.
The concept of Toyota Quality Service (TQS) is to provide No. 1
4 n True m
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m n False
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quality in products and after-sales service.

5 Raising the customer satisfaction level raises your own satisfaction level. n True m
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m n False
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Question-2
Match the following ten basic requirements with the corresponding statements in the sentence group below.

Correct
No. Question Selection
Answers

1 Professional appearance

2 Careful vehicle handling and treatment

3 Neatness and cleanliness

4 Work safety

5 Planning and preparation

6 Speedy, reliable work

7 Finish by promised time

8 Check work when finished

9 Keep old parts

10 Follow through

a. Check occasionally whether the job can be completed on time and discuss with the
controller/foreman or service advisor if the job will be completed earlier or later.
b. Exercise SEIRI(Sifting) and SEITON(Sorting) in the workshop and keep the vehicle in the stall.
c. Check the description of the work and whether the parts are in stock and make a plan before
working.
d. Use appropriate tools and perform operations in accordance with the repair manual. Do not
perform any work based on assumptions.
e. Place replaced parts in a plastic box or bag and store them in a designated area.
f. Complete and record the operation, and report anything that was discovered during the operation
to the controller/foreman or service advisor.
g. Wear a clean uniform in a correct manner.
h. To avoid scratching or soiling the customer’s vehicle, place protective covers on the vehicle and
do not operate the accessories needlessly.
i. Properly use tools and equipment. Be careful when handling fire. Be careful when handling
heavy objects.
j. Verify that all necessary operations have been completed. Readjust the clock and radio. Return
the seats and mirrors to their original positions. Verify that the vehicle is cleaner than when it was
brought in.

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