Implementation Of TQM

Toyota

Group Members

Shehryar Najeeb
Sarwar Murad M.Yaqoob

Introduction

Established in 1937 out of Sakichi Toyodas weaving machine company. Launched first car (SA Model) in 1947 Toyota Production System formed in 1950 based on Just-In-Time principle Overseas production starts in 1959 (Brazil) In 1972, cumulative production >10M units In 2002, entry in the Formula 1 circuit

LOGO

Vision Statement

to the development of a prosperous society through the manufacture of automobiles

Contributing

Mission Statement
Mission of Toyota is to provide safe & sound journey. Toyota is developing various new technologies from the perspective of energy saving and diversifying energy sources. Environment has been first and most important issue in priorities of Toyota and working toward creating a prosperous society and clean world

Quality Policy Statement

Toyota is a quality company. Quality is the basic business principle for Toyota. Quality means providing our internal and external customers with innovative products and services that fully satisfy their requirements. Quality is the job of every employee.

Competitors

Nissan Ford

Hyundai
Honda

Business Segments

Automotive

Design, manufacture and sales of passenger cars, recreational vehicles, SUVs and related parts

Financial services

Provisions of loans to car buyers and car dealers Industrial vehicles (forklifts, etc.)

Others

Toyotas Strategy

Increase competitive strength through advanced technology

Environmental technology

fuel consumption, emission, recoverability

Hybrid vehicles and next generation fuel cells Cost-reduction efforts

discontinuation, integration of older models

Increased emphasis on financial services and information communication system

Seven Steps Of Strategic Planning

Customer needs Customer positioning Predict the future Gap analysis Closing the gap Alignment Implementation

Dimensions Of Quality

Performance Features Conformance Reliability Durability Service Response Aesthetics Reputation

Methods Of Obtaining Feedback

Toll free Numbers are provided so that the customers can easily register their complaints without any hesitation Customers are visited by the employees specially those who have newly purchased vehicle from the company whether they are facing any problem or not Customers can also register their complaints online on the site

Elements Of Customer Services

Organization Toyota company has identified each market segment, from low level to high level, they provide almost the same quality to their customers because they know the requirements of their customers.

Customer Care Toyota company revolves around their customers in a way that it has provided easy sources for their customers to register complaints. Communication Interaction of the management with their employees is knowledgeable, it is done in pleasant environment.

Frontline People The employees hired in Toyota are people friendly, they can face any challenge, they have the authority to solve the problems, they are properly trained. Leadership The leadership of Toyota in an example for its employees because it has very smooth relationship with the employees.

SWOT Analysis

Strengths
New investment by Toyota in factories in the US and China saw 2005 profits rise, against the worldwide motor industry trend. Net profits rose 0.8% to 1.17 trillion yen ($11bn; 5.85bn), while sales were 7.3% higher at 18.55 trillion yen.

Weakness
The company needs to keep producing cars in order to retain its operational efficiency. Car plants represent a huge investment in expensive fixed costs, as well as the high costs of training and retaining labour. If on the other hand the car market experiences an upturn, then the company may miss out on potential sales due to under capacity i.e. it takes time to accommodate. This is a typical problem with high volume car manufacturing.

Opportunities
Lexus and Toyota now have a reputation for manufacturing environmentally friendly vehicles. Lexus has RX 400h hybrid, and Toyota has it Prius. Both are based upon advance technologies developed by the organization. Toyota has also sold on its technology to other motor manufacturers, for example Ford has bought into the technology for its new Explorer SUV Hybrid.

Threats
As with any car manufacturer, Toyota faces tremendous competitive rivalry in the car market. Competition is increasing almost daily, with new entrants coming into the market from China, South Korea and new plants in Eastern Europe. The key economies in the Pacific, the US and Europe also experience slow downs. These economic factors are potential threats for Toyota.

Conclusion
The conclusion of our study is that toyota company cares for its customers and provide them vehicles according to their requirements at low cost of maintenance