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The Toyota Motor Co. Ltd was first established in 1937 as a spin-off from Toyota
Automatic Loom Works, one of the world's leading manufacturers of weaving
machinery.
Japan’s “King of Inventor” Sakichi Toyota headed the Toyota Automatic Loom Works.
The patent rights to one of this machine had been sold to Platt Brothers (UK) and
provided the seed-money for the development and test building of Toyota's first
automobiles.
August 1997 marked the 60th anniversary of TMC. The fledgling company founded by
Kiichiro Toyota, Sakichi's son, has since blossomed into the leader that it is today.
In 1950 the company experienced its one and only strike. Labor and management
emerged from this stoppage firmly committed to the principles of mutual trust and
dependence, and that corporate philosophy still guides our growth today.
Production systems were improved in the late 1950s, culminating in the establishment of
the 'Toyota Production System.' It came to known as TPS in 1970 but was established
much earlier by Taiichi Ohno. Based on the principles of Jidoka, Just-in-time and Kaizen,
the system is a major factor in the reduction of inventories and defects in the plants of
Toyota and its suppliers, and it underpins all our operations across the World.
Toyota launched its first small car (SA Model) in 1947. Production of vehicles outside
Over and above manufacturing, Toyota also has a global network of design and 'Research
and Development facilities embracing the three major car markets of Japan, North
America and Europe.
Today, Toyota is the world's third largest manufacturer of automobiles in unit sales and
in net sales. It is by far the largest Japanese automotive manufacturer, producing more
than 5.5 million vehicles per year, equivalent to one every six seconds. In the time it has
taken you to read this paragraph, we'll have produced at least another three or four cars!
Toyota Kirloskar Motor Ltd. (TKML) was incorporated in 1997, as a joint venture
between Toyota Motor Corporation, Japan and the Kirloskar Group, wide. Toyota Motor
Corporation is the third largest auto manufacturer in the world. The TKML is practicing
Toyota Production System at their plant at Bidadi, Bangalore.
The Toyota Production System was born out of need. The two pillars that this system is
based on are Just In Time and Automation. The Toyota Production System relies on
absolute elimination of waste as essential.
Toyota is by far the largest Japanese automotive manufacturer, producing more than 4.5
million vehicles per year, equivalent to one car manufactured every six seconds. Toyota's
plant in India is situated at Bidadi, Karnataka, which is a green belt Toyota's commitment
to preserving environment is very high.
Toyota all over the world provides a wide selection of innovative, reasonable priced and
high- quality products through an exclusive dealer network with the best sales and after-
sales service at global Toyota standards. Timely customer feedback through the service
network also allows the company to respond to emerging customer needs and introduce
new products tailored to the Indian Market.
Our mission is to design, manufacture and market, automobiles that offer global standard
and Quality that exceeds customer expectations and provides superior value and excellent
after sales service.
Vision
Toyota
Production
System “Technology
“Growing Together Transfer”
Toyota's Lexus and Toyota branded vehicles rank annually among the world's highest-
quality cars in third party surveys of customer satisfaction.
A global first for Toyota, Toyota Techno Park India (TTPI), in Bidadi near TKM, is a
non-profit indusial infrastructure company conceived around the new Toyota Kirloskar
Motor automobile plant. TTPI's objective is to foster ancillary industries in India, to help
promote local industries through technological transfer and expand employment
opportunities. First joint ventures have already been established with Toyota Group
companies in TTPI’s involving TG Kirloskar Automotive Ltd., Stanzen Toyotets India
Pvt. Ltd., Sona koyo Steering Systems Ltd., Steel and Logistics Centre Pvt. Ltd., and
Tran system Logistics International Pvt. Ltd.
Toyota has always believed that the best way to serve society is by providing automobiles
that will not only make people happy, but will also be environment friendly. Wastewater
at TKM is collected and purified to a level that can be used for fishponds and rice fields.
To realize high quality vehicle production at reasonable prices, Toyota seeks the best
balance between human resources and advanced robot technology.
By October 1999, Toyota had reached a domestic production of more than 100 million
vehicles and a worldwide cumulative production of about 112 million vehicles, since its
founding. This world-class record is proof of our continuing efforts to satisfy customer
expectations.
Shodha Toyota is engaged in Sales and Service of Toyota Vehicles. Shodha Toyota
covers 12 district of Northern Karnataka. Mr. Prasad Deshpande and Mr. P. R. Nayak
promote this dealership.
Shodha Toyota is situated on Poona- Bangalore NH, 11Kms from Hubli. Hubli is a
business center and is well connected by road, rail and air.
They have implemented Quality Management System in accordance with ISO- 9001:
2000 and they are in the process of obtaining the desired result.
Shodha Toyota, Hubli, is the latest to join the network of exclusive Toyota '3S'
dealership. '3S', which signifies Sales, Service & Spare parts under one roof, is Toyota's
unique approach to customer care and service.
The Sales, Service and Spare Parts officers in the Dealership, have been given extensive
training by Toyota.
Qualis, launched as a premium MPV a year ago, conforms to the global Toyota Standard.
Toyota Qualis is poised in a category all to itself, having set new benchmarks for Quality,
Reliability and Perfom1ance. It is powered with most efficient 2.4L diesel engine and
comes in different variants, and conforms to Euro n standards by wide margins.
Toyota Qualis launched in January 2000, has 35% market share in the MPV segment,
selling 21,785 QuaIis (domestic sales) in its first year of operation itself, exceeding its
yearly target of 20,000 units. 2001 saw a demand for Qualis on the rise, with record sales
of 3,010 units in March alone.
Shodha Toyota
Sbodha Motors Pvt. Ltd.,
Hubli- Dharwad Road,
Rayapur, Hubli
Karnataka- 580 002
MISSION STATEMENT
Managing Director in co- ordination with General Manager has defined following quality
objectives for Shodha Toyota.
1. To understand and define customer vehicle requirements clearly and executing the
order as per the sales process so as to achieve 100% customer satisfaction.
2. To procure spare spare parts and materials from approved suppliers and keep
optimum stock levels so that customer requirements are fulfilled.
3. To understand and define customer service needs clearly and executing them as
per service process so as to achieve 100% customer satisfaction.
1. To define and document mission statement and quality objectives for the
organization.
3. To define the authority and responsibility for taking corrective and preventive
actions for the non –conformances observed in the QMS.
7. To plan for quality with the help of process based approach; that is P. D. C. An
approach for all process to achieve the desired results.
SALES DEPARTMENT:
SALES MANAGER
Assistant Assistant
Sales Sales
Manager Manager
(6 Dist.) (6 Dist.)
1. Preliminary Activities
2. Approach and Qualifying
3. Presentation and Demonstration
4. Negotiation and Closing
5. Delivery
6. Follow Up
1. Preliminary Activities: -
Preliminary Activities include collection of all databases of the customers and generation
of the yearly sales target activity takes place. The general Manager and the Sales
Manager plan this activity. Sales target are set for that particular year. Further it also
includes monthly sales planning which depends on the ability of the sales officer and the
potential area of the monthly sales targets will be allocated to each sales officers.
Sales territory of Shodha Toyota is distributed within 12 districts. Each district has one
Assistant sales Manager who collects the information of the customers and informs the
sales Manager. Here then the sales Manager sends direct mail advertising about the
vehicle of the customer.
Qualifying includes whether the customer is a potential buyer. People may be targeted
according to their standard of living, designation and their ability to pay.
Once the customer approach the showroom the presentation and demonstration activity is
carried out. This activity includes display of the vehicle and features such as safety and
security, style and design, interiors, information regarding the engine are brought into
light.
5. Delivery: -
After the execution of the above –mentioned activities Delivery of the vehicles takes
place.
6. Follow Up:
Responsibilities of the showroom extent not only after the sales of the vehicle but there is
an extend courtesy which includes a phone call from the sales Department on the 3 rd day,
followed by a “thank you” Letter along with a phone call by the sales Manager and a
photograph taken on the date of the delivery of the owner.
10. Motivating sales officers, their performance review and periodic appraisal.
13. To attend management review meeting and indicating corrective and preventive
actions.
SERVICE DEPARTMENT
Manager-Service Manager-Parts
Accessories Sales
Service Advisor (5) Job Controller Parts Assistant Officer
Gen Gen Gen Gen Gen Gen Gen Gen Gen Gen
Tech Tech Tech Tech Tech Tech Tech Tech Tech Tech
Washing
When a vehicle is brought for servicing, then service Manager refers it to any of the
advisors, who then prepares a job card, jots down the problems, what the customer’s
complaints are about? He then gives advises for repairs, replacements and then further
process of repairs and general check up starts that is when the responsibility is handed
over to the Chief Technicians who carry on the work on the work and after all mechanical
work is completed, the vehicle is sent to washing where the outer body is given the water
wash and the interiors are given air blow.
In the same way accident cases are dealt with and the procedures for repairs goes hand in
hand with the insurance agent who inspects the vehicle and then gives orders for further
repairs. On an average 15 vehicles are serviced in a day.
The service Manager is the leader of the dealer service workshop He is responsible to:
7. Generate profit for the dealership, monitor cost effectiveness, analyze major
service indicators and develop market for dealership.
ADMINISTRATION DEPARTMENT:
All the information regarding the financial aspects is maintained in the computers.
1. To identify competence and skill levels required for personnel for carrying out the
activities in QMS.
“2010 Global Vision” evolved from the course outlined in “2005 Vision”, which TMC
set in 1996. Since then, Toyota has positioned the early part of the 21st century as its
“Second Founding Period” and has been engaged in efforts to realize harmonious
growth. But current conditions have convinced Toyota that it is now time to: create new
dreams for future growth; determine the direction in which to proceed; and carry out
concrete reforms. These conditions include global political, economic and social trends,
Centered on the basic theme “Innovation into the Future”, the core objective of “2010
Global Vision” is to set a course for a more prosperous society based on making things
and technological innovation. It proposes the corporate image for which all of Toyota
should strive and the paradigm change Toyota should undergo with consideration toward
what society is expected to be like in the 2010s.
Since its foundation, Toyota has sought to contribute to society by “making things” and
“making automobiles”. Toyota plans to break down the contents of this paradigm
change for easier linkage to an internal reform movement that aspires to create a global
corporation where each employee is passionate about future growth and about building a
prosperous society in the new century.
Four Innovations for the Future (concerning what TMC envisions society to be like
in the first half of the 21st century and the corporate image TMC wants to project)
As we move toward a “recycling society” on a global scale, demands are rising that we
move away from the era of large-scale production and large-volume consumption and
disposal toward a recycling based society that promotes conservation of resources,
reusing and recycling. Toyota will endeavor to become a leader of global regeneration
through its outstanding environmental technologies.
Motorization is advancing in China and other emerging markets and people around the
world are enjoying the high degree of mobility afforded by automobiles. In order to
promote this, Toyota will expand the appeal of automobiles throughout the world and
largely increase the number of fans of Toyota, resulting in Toyota being able to include
in its view a global share of about 15%* early on in the 2010s.
As nationalism steadily declines and respect for all peoples expands throughout the
world, global companies are shifting toward societies where people of a variety of
nationalities and ethnicities can engage in lively exchanges of ideas. Toyota seeks to
become a truly global enterprise that is respected by all peoples around the world.
Paradigm change
To become the corporation of our future vision, Toyota will boldly undertake a
worldwide review of existing corporate structures, frameworks and methods and
implement a paradigm change in order to address issues such as development of a wide
range of cutting-edge technologies, construction of corporate structures that can be
successful in global cost competition, global expansion of business, product development
• Toyota will actively pursue the construction of global, IT-based development and
production preparation systems, as well as the development of innovative
production technology that can be implemented around the world.
Management
The Company
Innovations in global management structures
TMC will clarify responsibilities and authority to create optimal and independent local
entities in each region. Toyota will also actively make contributions to local societies.
TMC will monitor and support local entities from the perspective of overall optimization
and will consider the formation of a global headquarters to perform global management
functions.
Toyota will select and concentrate on business areas and technology fields, and alliances
(including mergers and acquisitions) to reform structures from the perspective of
promoting development of next generation technology, reinforcing global cost
competitiveness, and developing global products and business to create efficient
consolidated and group structures.
Profit structures
Toyota will continue to reinforce management that emphasizes the efficient use of assets,
as well as build strong and good relationships with all stakeholders to become a respected
global corporation over the long term by peoples and regional societies around the world.
*Figures mentioned in this document constitute one part of the basic concept described
above based on judgments and assumptions derived from information currently available.
In light of the possibility of changes as a result of the uncertainty inherent in such
judgment and assumptions and changes in internal and external circumstances, actual
results may differ considerably
INDUCTION PROGRAMME
FOR THE NEWLY RECRUITED EMPLOYEES
The joint venture between Toyota Motor Corporation and Kirloskar group gave a way to
start a business in India on October 6, 1997.
Shodha Motors Pvt. Ltd., is the exclusive 3S dealership of Toyota Kirloskar Motor Ltd.
3S stands for Sales, Service and Spare parts under roof, is the Toyota’s unique approach
to customer care and service.
Shodha Toyota is one of the first of its kind in Hubli, similar to other Toyota dealership
in India, meeting Toyota international standards. It is fully equipped with all tools,
equipments and spare parts, from the day of commencement of its operations. Mr.
Yamazaki, Managing Director, Toyota Kirloskar Motors Ltd., in the presence of the
Honorable minister for large and medium industries, Govt. of Karnataka, Mr. R. V.
Deshpande, the deputy managing director of TKML, Mr. K.K. Swamy, and Director of
Marketing TKML, Mr. S. Aoki, inaugurated Shodha Toyota on 28th April 2001.
The General Manager, Mr. Ganesh Kumar, heads Shodha Toyota, who looks after all the
3S (i.e., Sales, Service and Spare Parts) activities of the organization.
The Sales department consists of Sales Manager, Corporate Sales Manager, Showroom
Sales Officers, Field sales Officers and financial services officer.
The Service Department comprises of Head Customer Service, who is responsible for
both the spares and service activities. The service department consists of Asst Manager-
Service,Asst Manager-Service Reception, Manager-Parts,Parts-In charge, Parts-
Assistants, Accessories-In charge, Warranty Clerk, Service Advisors, Job Controller,
Chief General Technicians, Technicians, Washers, Cleaners, Dentor, Painter and lastly
Gardeners.
Qualis is a quality proven multi purpose vehicle, which was launched in the year 2000.
The organization has a strong sales team, which sells more than 60 vehicles in a month. It
also conducts various promotional activities as and when required.
The service is also not weak in serving the vehicles. Minimum 15-20 vehicles per day
come for service. The service team provides a satisfactory service to the customers. This
can be verify by Customer Relation Officer who is always in touch with the customers
and follows up the customers which includes both purchased as well as serviced one.
The organization believes in “KAIZEN” principle, where in each individual and process
has to improve continuously.
“Total customer satisfaction is our mission. To achieve this we will always strive to
improve processes continuously and deliver quality service as per customer needs and
thus build Customer for Life.”
To understand & define customer vehicle requirements clearly and executing the
order as per the sales process so as to achieve 100% customer satisfaction.
To procure spare parts and materials from approved suppliers and keep optimum
stock levels so as that customer requirements fulfilled.
To understand and define customer service needs clearly and executing them as
per service process so as to achieve 100% customer satisfaction.
Recruitment
Selection
The organization conducts strong in-house training programmes for new as well as
presently working employees.
The organization has strength of minimum 103 employees, which varies according to
the requirement.
In Shodha Toyota, the employees work for eight hours per day.
Toyota has a unique kind of infrastructure for all of its authorized dealers.
ATTENDANCE MAINTENANCE:
The presence of an employee can be verified by the attendance register,
wherein each employee has to sign it twice (morning and after launch) as a
day is divided in two parts (1st half day and second half day).
The organization has different salary packages for all employees. Two
employees of same designation can have different salary packages. It all
depends on how you perform and satisfy the management.
The gross salary includes the PF and ESI deductions. 12% of salary is
deducted from PF side and 1.75% of salary is deducted from ESI side.
The employee enjoys the PF and ESI benefit from management side.
Management pays 12% of employees’ salary as PF contribution and 4.75%
as ESI contribution.
Canteen Facility: