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 fathers 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

Toyota Motor Corporation Toyota Motor Corporation

TMC HQ

Tahara Plant (Lexus)

Establishme August 28, 1937 nt No. of Staff 69,478 (Consolidated 316,121)

Nagoya Office

Toyota World Operations Toyota World Operations

TKM

Toyota 3-S Facilities Toyota 2-S Facilities Toyota 1-S Facilities Total Toyota Facilities Total dealers CR Staff

71 6 8 85 350 approx

Toyota Vehicle Sales Toyota Vehicle Sales

1965 1970 1975 1980 1985 1990 1995 2000 2005 2007

Philosophy Philosophy

Customer FirstThe basis for all corporate activities

Dealership Category B

Average Sales volume Sales (800 to 1500/ yr)

No of CRE Service Required 2

Customer First management concept Customer First management concept

Toyoda code

Toyota Basic Principles

Toyota Way

CF Activities

Kiichiro Toyoda Listen directly to consumers, so that their desires are reflected in our products

Shoichiro Toyoda Work as if you could see the delighted faces and hear the voices of customers around the world

Katsuaki Watanabe Each of us should put our full hearts into our work, to move toward the dream of zero customer inconvenience

CR Div. established (1982)

Some important terms of Some important terms of Toyota Toyota

Aiming to be the most admired in town Aiming to be the most admired in town
--Toyota Global Vision 2020 -Toyota Global Vision 2020

Customer
Satisfactory resolution Improved customer loyalty Improved brand image Expanded market share Return profit to customers (good products, good services)

Role Players
Responsible

Responsibilities
for all CR functions, strategic planning, development & implementation of CR training. Coordinate with TKM for all CR activities and monitor customer satisfaction reports.
Respond

Head Customer Relations

Assistant Manager - CR (Sales & Enquiry)

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. complaints on TKM format & Generation of

Assistant Manager CR (Service)

Recording

reports Develop & implement countermeasure along with Service dept. for prevention of customer concerns recurrence.
Development

Assistant Manager CR (Service)

and implementation of CR training . Follow up and update customer satisfaction feedback in SSI & CSI Tracker.
Post

CR Executive - Planning

Sales/ Service follow- up call to customers. Registering customer complaints in TKM format & Tools.

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 Dealerships 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

AmanaToyota Calicut
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.

Amana Toyota Kannur

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 Chairmans 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 the organization. They are treated with respect and we give them opportunity 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)

CHAIRMAN / MD
DIRECTOR / GM Operations

M1

GM Sales

GM Service Sr.Service Manager Sr.Mgr HR/Admin

M2

M3

A1

Sales Manager Product Mgr Marketing Manager

Service Manager

Manager B&P

Parts Manager

AM Reception

A2

A3

B1 Asst Sales Mgr Team Leader Retail Finance System Analyst TL Data Entry TL Tele Mktg TSM Co.Ordinator PDS Incharge Sr.Sales Officer CGT/QC Insurance Renew al DSA Co Ordinator TM. Executive Event Co.Ordinator Warranty Asst. Washing Supervisor Technician BP Technician Accident Claim Ex. Parts Officer JC (Gen) Trainer JC (B&P) Service Advisor Sr.Service Advisor

AM Hr & Adm in

AM Accounts

B2

B3

AM CR Senior Accountant

B4

C1

HR Executive

Accountant

C2

EDP Asst.

CRE

C3

Sales Officer

MRS Staff Accounts Assistant

C4

D1 Loby Incharge T.D Co.Ordinator Data Entry Operator Mktg Executive Parts Picker Sub Store Incharge Vehicle Washer Sub Store Incharge (BP)

D2

Receptionist Telephone Operator Driver Supervisor Accounts Clerk

Mechanic

Electrician

D3

D4

E1

Drivers

E2

Attender

Trainees

Attender

Attender

Helper

E3

E4

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