Field Studies II

on

Amana Toyota, Kannur

Toyota Motor corporation

Founded: 1937 by Kiichiro Toyoda Headquarters: Toyota city, Japan Second largest car manufactures (end of 2009 financial year), Volkswagen is largest as of now Toyota also owns and operates Lexus and Scion brands Journey from 1937 A "engines to Toyota Prius Largest sold car in world: Corolla

Company overview

1960s: Exports to US starts in mass numbers 1973: started building small economical vehicles 1989: Lexus division acquired Entered SUV market with Prado and Landcruiser in 1994 1997: 1st generation hybrid car Prius made 2001: entered capital investments with Toyota finances 2002: entered the prestigious Formula 1 race event; Ralf Shumaker drove for them 2007: Toyota Camry named car of the year 2009: for the 1st time in 15 years Volkswagen overtook Toyota as the largest car manufactures in the world

World wide presence of Toyota

Geographic Region Total Sales Japan 8,152,884 North America 8,771,495 Europe 3,346,013 Asia 1,969,957 Others 1,707,742 (2009 march details; all figures in yen millions)

Toyota Kirloskar Motors, India

Date Of Establishment: October 6, 1997 Chairman: Mr. Ryoichi Sasaki Vice Chairman: Mr. Vikram S Kirloskar Managing Director: Mr. H. Nakagawa Paid-In Capital: Rs. 7 billion Shareholders: Toyota Motor Corporation (89% equity) Kirloskar Group (11% equity)

Amana Toyota, Kannur

How to reach there?

NH 17 connects Thalaserry to Kannur via thottada side In between ITI institute and Thottada junction Mapping

Amana Toyota, Kannur

Profile: Name of the organization: Amana Toyota- Kannur Address: Amana Toyota, Thottada post, Kannur, Kannur Established: 2006 Head office: Kozhikode Proprietor: Mr. P K Abdullah Show rooms: Calicut and Kannur. Upcoming Showroom in Malapuram (2011) Suppliers: Toyota Kirloskar Motors- India, White Fields, Bangaluru, Karnataka Website: www.amanatoyota.com Number of Staffs: 120 Departments: Administration, Sales, Service

Organization Layout
Chairman

General manager

Deputy General manager- Admin and finance

Sales Manager

Customer Relation Manager

Service Manager

Administration Department

Director is the top most head of the organization His office is in Kozhikode (Calicut) Mr. V K Abdullah is the director of the organization The Kannur Showroom is taken care by Deputy General Manager (DGM) Mr Sreejith is the DGM of Kannur Showroom DGM take cares of Three managers: Sales Manager, Customer Relation manager, Service Manager Customer relation team and Human resource team consist of 23 team members Sales team has 26 staff Service team has 72 staff All the departments are controlled by the ADMIN

Customer relationship team

It has direct link over sales and service team Team responsibilities: Connecting feedback from customers and complains and request in vehicle service Complaints are of two types: Internal & External complaints Internal complaints are regarding the showroom External complaints are going to Toyota Kirloskar Motors Toyota has an innovative software called Voice of the customer which updates complaints from customers Internal complaints are usually related to the service department Details of Internal complaint solutions- Post service followups in which Amana Toyota calls the customer after 3 days. Monthly evaluation of the department is undertaken by Toyota Motors with ranking charts, TKM chart of sales and customer satisfaction

Sales department
Sales manager

asst sales manager

Team leaders

sales executive

Sales department

Sales are divided into two types: Showroom sales & field sales Channel of customer relationship: 1.enquiry of model 2. Details for the customer 3. Follow up of the customers Classification of customers1. Hot- take vehicle within 2 weeks 2. Warm- within 1 month 3. Cold- 6 months time TDMS system: internal server base

Dealers to retails

Dealer to retailer details Vehicle is booked by Amana Toyota from TKM, Bangalore 3 months prior to the delivery time Vehicle list of new varieties and variants are sent 6 months prior to the launch Allocation list consist of the names and dates of the vehicles that are arriving to the showroom Vehicles reach the showroom by trucks from Bangalore factory Imported vehicles will take minimum of 2 months time to be shipped into the country.

Toyota products at Amana Toyota:

ETIOS: based on concept of Bold Simplicity. Hatchback and sedans Altis : from predecessor corolla, luxury sedan class Fortuner: SUV segment,4*4 transmission

Innova: Utility vehicle, most sold out product now in India of toyota

Toyota products
Imported products: 1. Camry- luxury sedan 2. Prado- SUV 3. Landcruiser- High end luxury SUV 4. Prius- hybrid car

Service department
Service manager

parts manager

Service Advisor

technicians

Service process in Amana toyota

Appointment date is arranged and timing chart is prepared The vehicle coming for service is given a random check by the technician It is further brought to the washing area Maintenance is divided into two: Express & custom maintenance Express maintenance is done within an hour and only 3 technicians are required for this process In express maintenance tools trolley, lift, vacuum cleaner, wheel aligner are used Apart from 3 default technicians extra men are provided on request Custom service starts with service taking place in the general service stall and almost 20 mins of time is required for this There are 11 General service stalls

Process of Custom service

1.

2.
3. 4. 5. 6.

Wash Number 1 Maintenance & repair Quality Check Wash number 2 Delivery preparation Service complete

Finance department

There are two types of banks: Private and National Banks Private firms include tie-up with finance companies or banks. Eg. HDFC, ICICI, Kotek Mahindra, Sundaram Finance. Nationalized banks consists of State Banks and all nationalized banks under GOI (Govt. of india) Loans are provided up to 75% of the vehicle cost . But this can vary according to customer profile. Nationalized banks give up to 80-90% loan to high profile people such as Businessman, software professionals. Payment for private banks is in the system of EMI (Equated Monthly Installments) Loan can be closed in 6 months but before that the whole payment should be payed.

SWOT ANALYSIS
Strengths: Biggest car showroom in Kannur Big brand name so no need of individual advertisement 120 qualified and well experienced makes the organization run effectively Hierarchy of the organization is well distributed which helps the customers to get satisfactory service Special attention is given in making annual reports and statistics. This helps the organization to improve and get success. On Road service team of Amana Toyota provides home service which makes them the only one car dealer providing this service.

SWOT analysis
Weakness: The city Kannur is not as developed as Trivandrum and Cochin. So, the sales of Amana Toyota are not as much as that of developed cities. The garage of Amana Toyota is comparatively smaller in size as compared to other Toyota showrooms in the India. According to the rules of TOYOTA, Amana Toyota dont have any right to do any changes in their infrastructure when needed. Latest launches like Etios, Prius, Camry are not available in Amana Toyota.

SWOT analysis
Opportunities: They dont have any competitor of their level so they can excel easily. A huge ratio of population in Kannur consists of NRI which are considered as HOT customers by Amana Toyota as they dont give delayed payments. Threats: Companies like Chevrolet, Volkswagen and Honda is expanding their branches in Malabar Chevrolet Cruiz and Tavera, Honda Civic and CRV are some models of cars are giving tough competition to Toyota.

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