DEDICATION

Dedicated to our respectful Ma’am Tahira Nisar, our beloved parents, friends, and those who are praying for our
success.
ACKNOWLEDGEMENT
Thank to Allah Almighty who made us able to complete this project.

This research was supported by Muhammad Yousaf, Manager Marketing and Customer Relations, Toyota
Township Motors. We thank our colleagues Sheroze Ahmed, Hammad Afzal Khan, Khawaja Ammar Akram,
Maira Arif, Palwasha Khan, Ifra Fatima who provided insight and expertise that greatly assisted the research of this
report.

We would also like to show our gratitude to the Ma’am Tahira Nisar for sharing her pearls of wisdom with us
during the course of this research and her comments that helped us in greatly improving our manuscript. We are
also immensely grateful to our parents who support us both morally and financially in our pursuit of education.
INTRODUCTION

NAME OF ORGANIZATION:
TOYOTA TOWNSHIP MOTORS(Dealership of Toyota Indus
Motors, Pakistan)

LOCATION:
Toyota Township Motors, Peco Road, Lahore.
ORGANOGRAM:
HISTORY:
Toyota Township Motors is private Limited Company, inaugurated by the CEO, Sheikh Naseem Iqbal in 1993.
Since then, they are serving their valued customers with 35 dealership, which includes sales, services and spare
parts. In spare parts, they have been serving their customers with the genuine parts, lubricants and accessories
provided by Toyota Indus Motors, Paksitan. In service, they are providing the customers with supreme comfort and
luxurious rage of automobiles with innovations that provides safety and maximum satisfaction. In sales, Toyota
Township Motors have been serving their customers with the best they desire.

ACHIEVEMENTS:
 Nationwide Best Improvement Award in Parts 2011-12
 Best Sales in Central Region 2011-12
 Diesel Ka Badsha in 2008
 Best Parts Performance 1995-96
 Best Overall performance in central region 1994-95
VISION:
We are committed to continuous growth. Our skilled professionals
work with dedication as a team with commitment to achieve
excellence in service quality in a family like atmosphere.

MISSION:
To provide maximum care and peace of mind to its valued
customer in aftersales services according to IMC vision.

CORE VALUES:
We are a family run business that employs a diverse and highly qualified work force. We believe that ongoing
training for our staff provides for a very high standard of sales and workmanship, as well as customer delite in all
over service we offer. Our sales team are friendly and professional & can cater for the business professional or
family alike.
GOALS:
To attract & attain customers with high valued products and service and the most delightful ownership experience
in town.

OBJECTIIVES:
To be the most reputed enterprise, comprising a wide range of products and solutions through proficient personals
in compliance with modern technology.

STRATEGIES:
Creating corporate trust based on integrity and fair handling of inquiries and complaints by:

 Opening a larger window for customers.

 Swift and sure handling of inquiries & complaints.
 Making the voice of customer the basis for corporate renewal.
 Improving corporate image and better informing customers to supports, sales and service activities.
DEPARTMENTS:

 HR Department

 Service & Product Department

 Marketing Department

 Finance Department
Toyota Township Motors employs a diverse and highly qualified workforce. They believe that ongoing training for
their staff provides a very high standard of sales and workmanship.

RECRUITMENT:
Toyota township Motors forecast management and technical staff according to its need by placing advertisement
using print media and social media. In print media, they mostly used Jung newspaper. After screening applications,
a field relevant job test is conducted which is based on required IQ and technical skills. Qualified candidates are
then called for interview. Interview is conducted by HR Manager, Mohammad Yousaf. Dedicated skilled
professionals are called for the job. Orientation is conducted in which new person is introduced to the company’s
environment and technical field. For training, there is a separate training room which provides classroom lectures
and practical technical education to the staff.

BENEFITS & COMPENSATION:

HR department evaluates pay practices and helps with the insurance coverage. Pays and wages are provided to the
staff through Habib Bank Limited, Peco Road Branch. Special bonuses are granted on Eid.

Company provides health allowance to the staff by issuing free medical treatment cards in association with the
social security hospital. Transport allowance is paid to the managers only. Overtime is also paid to the workers.
PERFORMANCE APPRAISAL:
The method of appraisal is mostly subjective, based on the opinions and perception of top level management.
Dedicated personals are promoted. On the other hand, irresponsible employees are transferred or terminated
accordingly.

NUMBER OF EPLOYEES:
Almost a team of 116 professionals are serving the valued customers of Toyota Township motors.

ATTENDAMCE:
Biometric system is introduced for the attendance of employees.

TIMINGS:
There is a single shift from 9 A.M – 6 P.M. at Toyota Township Motors.
Toyota Township Motor, Pvt. Ltd. Is a 3S dealership of Toyota Indus Motors, which includes

 SERVICES
 SPARE PARTS
 SALES

SERVICES:
Providing the customer supreme comfort and pleasure driving over luxurious rage of automobiles with innovations
that provides safety and maximum satisfaction. Following services are provided by the highly trained and
professional team of Toyota Township Motors:

 Denting and Painting

 Car wash
 Oil change
 Engine maintenance
SPARE PARTS:
Toyota Township Motors provide their customers with Toyota genuine parts, lubricants and accessories at
competitive price with six month warranty. For the facility of valued customers, Toyota Township Motors also
import spare parts from Thailand, japan and UAE if not available in the market.

SALES:
Toyota Township Motors provides the best in town after sales experience to its valuable customers aiming at
making relationship with customers that extends beyond the sale of vehicle to make them customer for generations.
Toyota township motors is carrying out different campaigns to attract and hold customers. Some of the campaigns
are :

 Buy new fortuner and get free smart phone or maintenance.

 Get free genuine oil filter on your cuore oil change.
 Get free car wash service on your purchase of Toyota vigo for one year

MARKETING STRATEGIES:
Toyota township motors is increasing its sales by on floor sales and by visiting different companies and offering
them promotions on vehicles. To promote business with corporate customers, sales and after-sales team decided to
visit the company and offer them the service at their door step. 40 vehicles were serviced FOC and gave the
observation for further jobs. HILUX VIGO champ was displayed there to attract customers towards sales.
Toyota township motors target their products at special class with special promotion and price. They use 4Ps
marketing mix. They make pricing of the product, place it to the appropriate class and promote their product.
Finance department of Toyota Township Motors work proficiently to facilitate managers. Department works with
managers to prepare organization budgets, forecast and report back on progress against these throughout year. This
information can be used to plan staffing levels, asset purchase, expansion and cash needs before they become
necessary.

 Toyota township has made alliance with Alfalah Bank, DIB and Meezan Bnak for loan purposes.
 Salaries of employees are transected through Habib Bank Limited.
TOYOTA FORTUNER:
 2700cc VVT-i automatic 4 cylinder in line.
 VVT-i automatic transmission.
 7 touch navigation screen with DVD, USB.
 SRS airbag , ABS with electronic brake distributor and brake assist.

COLORS:
 White
 Attitude black
 Strong blue met
 Medium silver

PRICE:
Rs. 49,09,000
TOYOTA HILUX-E 4X4
 2KD-FTV 2494cc diesel turbo engine 16 valve.
 5 speed floor shift manual transmission with 4WD lever.
 Power steering , matching bumper.
 16 steel rims , front & rear seat belts.

COLORS:
 White
 Medium silver

PRICE:
Rs. 31,92,000
TOYOTA VIGO CHAMP-G 4X4
 2KD-FTV 2494cc diesel turbo engine 16 valve.
 5 speed ECT automatic transmission with 4WD lever.
 ABS braking system , SRS airbags.
 15 alloy rims, front & rear seat belts.

COLORS:
 White
 Attitude black
 Gun met
 Bronze mica

PRICE:
Rs. 37,92,000
TOYOTA COROLLA XLI
 1300 cc VVT-i , 4 cylinders in line, 16 valve
 5 speed manual transmission
 4 wheels disc brakes, multi information display.
 Tilt and telescopic steering.

COLORS:
 White
 Attitude black

PRICE:
Rs. 16,60,500
TOYOTA COROLLA GLI
 1300 cc 4 cylinders in line, 16 valve.
 4 speed automatic transmission, electronic power steering.
 ABS with EBD and brake assist, 4 wheels disc brake.
 Central locking system, tilt and telescopic steering.

COLORS:
 White
 Attitude black
 Silver met
 Gun met

PRICE:
Rs. 18,60,500
TOYOTA COROLLA ALTIS
 1800 cc 4 cylinders in line. 16 valve.
 CVT-I transmission (7 speed sport sequential shiftmatic transmission)
 Electric power steering system, ABS with EBD and brake assist.
 Power windows, central locking system, SRS airbag.

COLORS:
 White
 Attitude black
 Strong blue met
 Medium silver
 Met flaxen mica

PRICE:
Rs. 21,90,500
TOYOTA COROLLA ALTIS-GRANDE
 1800 cc CVT-i automatic
 Sun roof, partial leather seats, paddle shift switch, rain sensor.
 Multi steering control.
 Sun visors, vanity mirrors with lamp & document holder.

COLORS:
 White
 Gun met
 Met dark blue
 Attitude black

PRICE:
Rs. 23,40,500
LAND CRUISER 200 STATION WAGON
 4461 cc diesel, twin turbo diesel, 8 cylinder 32 valve.
 6 speed super ECT triptronic automatic transmission.
 Air conditioner, ABS+EBD+BA, 6 CD charger.

COLORS:
 super white
 silver
 black
 dark red
 gold met

PRICE:
Rs. 24,048,000
LAND CRUISER PRADO
 5 speed MT, 2982 cc, 4 cylinders in line, 16 valve.
 DOHC with turbo double over head camshaft.
 DVD player , smart entry, leather seats.

COLORS:
 Super white
 Pearl crystal
 Black
 Mt, grayish blue mt.

PRICE:
Rs. 19,444,000
TOYOTA HIACE
 5 speed manual transmission, 2986 cc.
 5 L E 4 cylinders L type diesel engine, standard roof.

COLORS:
 White
 Light yellow
 Silver
 Dark blue

PRICE:
Rs. 3,454,500
TOYOTA COASTER
 5 speed manual floor shift transmission, 3661 cc engine.
 Cassette, player radio, air conditioner.

COLORS:
 White
 White lavender
 White turquoise

PRICE:
Rs. 8,179,000
TOYOTA CAMRY
 2.4 L A/T up specs

COLORS:
 Silver mica metallic
 Super white
 Gray mica metallic
 Black

PRICE:
Rs. 10,981,500
DECISION MAKING PROCESS
At Toyota township motors, a highly dedicated staff is working together and takes decision as a team. To achieve
any specific goal, team identifies the decision to be taken and present their ideas, proposals and information to the
CEO and higher authorities. Top level management go through the problems, alternatives and evidences. Major
decisions are taken by the owner. After weighing alternatives and taking decisions, appropriate actions are taken
accordingly. After implementation, decisions are evaluated. If the decisions have not resolved the identified need,
then more information is gathered and other alternatives are used.
S.W.O.T ANALYSIS

Strengths:
 Demand in the market.
 Products available at varying prices fulfilling the need of the customers.
 Innovation in every product from automobiles to spare parts.
 Durability of the products.

Weaknesses:
 Expensive after sales services.
 Recruitment process.
 Weak financial management.
Opportunities:
 Growing market of the brand.
 Rising demand of fuel efficient vehicles.
 Growing interest of public towards hybrid cars with advanced technologies.
 Advertisement through global events.

Threats:
 Other automobile companies with relatively low priced luxurious cars.
 Local imports.
 The local market, which provides cheaper after sale services.
TEAM BUILDING PROCESS
As Toyota Township Motors is an automobile company providing sales, spare parts and repairing services, there is
a high need of team work and coordination. To achieve any specific goal, a team is formed which contain
professionals and experts from Finance, Sales, Marketing and Technical fields.
EXISTENCE INTO CONTEMPORARY
WORLD
The better a product is made the longer it lasts and the more you enjoy it. So getting a high quality Toyota at a
great price is a very smart move, but getting a high quality certifies used Toyota at a great price is even a smarter
move. The Toyota Sure Certified Used Car program is the proof of our commitment to constant improvement and
is setting the benchmark for peace of mind amongst those in the used car market. Not only does the Certified Used
Car program offer a range of benefits that no private seller or broker could offer, it comes with the backing of
world’s most trusted automotive brand, Toyota.

The company has also introduced hybrid cars with advanced technologies. This also promotes the market of fuel
efficient cars. The main motto of the company behind the introduction of hybrid cars is to have a green
environment by reducing the harmful emissions. Thus, saving a healthy atmosphere for our future generations.

To ensure customer satisfaction in the this modern business world Toyota provides care, freedom, warranty, best
price, one stop solution, genuine and authenticated products, durability etc.
COMPETITION
Toyota and Honda have been two leading competitors in the automobile industry for the last several decades. The
completion drove both companies to the global popularity. Toyota sits on the top of the list of the most reliable
brand in the market. Honda on the other hand, is the 2nd most reliable brand in the market.

COMPETITIVE STRATEGIES
Toyota and Honda are constantly are constantly doing research and development to create new and different type
of cars for all age groups. The product strategy of Toyota is based on high quality, on developing new innovative
technologies, focusing on further research and creativity.

 Buy New Fortuner & Get Free Smart Phone or Maintenance

 Sales promotional campaign
 Get Free oil Filter
 Body & Paint Express Service
 50% Discount on AC Service Charges
 Discount on Car Cleaning
MARKET SHARE
Toyota Township Motors PVT LTD is a family runned business. It doesn’t issue shares.
CONCLUSION
To conclude, Toyota township Motors is providing the best quality services to the customers and they are in the
tough competition with Honda Motors.