Project Rubi (1)

1 | P a g e

CUSTOMER SATISFACTION ANALYSIS

OF TOYOTA

WITH REFERANCE TO BUDHA TOYOTA

Project submitted to the Sikkim Manipal University in partial fulfillment of the requirement for the award of the Master in Business Administration.

Submitted by

Rubi Kumari

Project Guide Prerna

& Simran Singh

1 | P a g e

CUSTOMER SATISFACTION ANALYSIS OF TOYOTA

Project on Customer satisfaction analysis

Of Toyota WITH reference to budha Toyota

At Patna

Submitted to: SUBMITTED BY:

SIKKIM MANIPAL RUBI KUMARI

UNIVERSITY MBA 4TH SEMESTER

TOYOTA


EXECUTIVE WINTER

I HEAREBY DECLARE THAT THE WINTER INTERNSHIP PROJECT TITLED”CUSTOMER SATISFACTION ANALYSIS OF TOYOTA WITH REFERANCE TO BUDDHA TOYOTA” BEING SUBMITTED FOR AWARD OF MASTER IN BUSINESS ADMINISTRATION HAS NOT FORMED THE BASIS FOR AWARD OF ANY OTHER DGREE, DIPLOMA, ASSOCIATE, OR OTHER SIMILAR TITLE AND THIS DISSERTION WAS DONE INDEPENDENTLY BY ME UNDER THE GUIDANCE OF MISS PRERNA & MISS SIMRAN SINGH OF BUDDHA TOYOTA, PATNA

PLACE: PATNA SIGNATURE

DATE: 10/03/2014 RUBI KUMARI

TOYOTA


Acknowledgement

According to Aristotle “Man is a social animal”. So life of human being is full of interaction. The practical exposure during the winter training program is collective effort to conduct a research successfully. Though this project has been prepared by me, this would not be possible exclusively or without any help of someone.

An acknowledgement is not merely a formalities but an expression of deep sense of gratitude to those who have rendered their helping hands to me in finalization of this research successfully. First &foremost I would like to convey my never ending regards to our EKTA SEKHAR for incorporating internship and project presentation in our M.B.A. curriculum. I would like to convey my deep sense of veneration towards my H.O.D. APURVA for providing us mental strength to exhale in preparing this project. I would also like to thank my project mentor & research mentor Miss PRERNA ,(BUDHA TOYOTA ,H.R)Patna, who helped me in selecting this topic and her guidance at each and every step I followed to make this research.

My sincere thanks to other staff members of BUDHA TOYOTA for their cooperation and amicable behavior. I am also thankful to Miss SIMRAN SINGH who helped me in any way in the completion of my project report. Finally I would like to express my deep sense of gratitude and indebtness to my family members for their never ending support and love.

TOYOTA


PREFACE

It is the fact that “practice makes a man perfect”. So a professional study is incomplete without its practical knowledge. The winter training in different organization has become a part of any technical education like M.B.A. Courses. Patna undergoes for a practical exposure for 45 days that is very helpful to furnish academic excellence of the business student. Although our classes have proved to be ideal for imparting the theoretical knowledge. This provides the fundamental store for the guidance of the practices.

The internship training provides an opportunity to the student of management to apply the theory that has dealt in class and also to understand the real life working environmental which is a bit different from normal theory. The environment may differ according to the organization, but the knowledge gained in the winter training is always useful in the career development

TOYOTA


STUDENT DECLARATION

I was rather lucky to get a chance to do my winter project with TOYOTA. This was great learning experience for me. My topic for the project was “CUSTOMER SATISFICTON ANALYSIS of TOYOTA WITH REFERANCE TO BUDHA TOYOTA AT PATNA”. During courses of completion of my project I have tried my level best to make this project report as flow less as possible. However any weakness and shortcoming is unintentional and regretted.

The project report is the result of my hard work and deep involvement with the work allotted to me. I hope that the analysis and suggestion of the report would prove to be useful to the organization.

RUBI KUMARI

TOYOTA


CONTENTS

RESEARCH OBJECTIVE

CONCEPTUAL PRESPECTIVE OF THE TOPIC WHY TO STUDY CUCTOMER SATISFACTION OBJECTIVE OF THE STUDY SCOPE Of THE STUDY DATA NEEDED

RESEARCH METHODOLOGY

SOURCES OF DATA SAMPLE SPECIFICATION METHOD OF DATA COLLECTION ANALYSIS TECHNIQUE TIME SPAN IN THE FIELD WORK LIMITATIONS

Introductions to Toyota

AN INTRODUCTION TO TOYOTA

TOYOTA


FUTURE PROSPECT OF TOYOTA ABOUT TOYOTA OTHER LEADIND AUTOMOTIVE COMPANY

DEALER PROFILE

INTRODUCTION TO BUDDHA TOYOTA CURRENT PROFILE PRODUCT INFORMATION

DATA ANALYSIS INTERPRETATION

EXAMINING WETHER CUSTOMER ARE SATISFIED OR NOT

PIE CHART

sCONCLUTION AND SUGGETION

WHETHER HYPOTHESIS ISTRUE OR NOT SUGGESTION

ANNEXTURES

QUESTIONNAIRE BIBLIOGRAPHY

TOYOTA


TOYOTA


CUSTOMER SATISFACTION

Customer satisfaction may be defined as” the customer’s evaluation of services received as compared to what he has anticipated.”

Why to study customer satisfaction analysis.

Now a day’s business environment is changing at a much faster pace than ever; with lot of uncertainties and turbulence. Organization needs to understand the immediate future through sensitivity analysis and equip them to win over the situation.

It is important to have a diagnostic approach in analyzing the organization to understand its competencies and weaknesses. Change is inevitable for every organizational to be healthy and productive.

The synopsis is ‘customer satisfaction analysis’ gives overview of how to help in growth, so that the organization may avail its objective in the given industry.

OBJECTIVE OF THE STUDY

TOYOTA


It is a common notion that study conducted during winter training and submission of the report there upon is a formality that the winter trainees have to go through to get M.B.A. degree.

However, conducting a study only to present report does not sound justifiable, there has to be some noble objective to it. This objective in every case is to gain full understanding of the problem under study and make relevant comment upon them.

In the present case the researcher’s overall objective to gain as much information on TOYOTA from different sections. The researcher’s main objectives during the study were:

1. To find out the growth of TOYOTA with respect to other automotive company.

2. To find out the closest rivals to the TOYOTA.

3. To identify different rivals operating within the same industry.

SCOPE OF THE STUDY

TOYOTA


The study will aim at estimating the growth of Toyota. In order to complete the winter training the study was conducted in selected areas of Patna.

Data needed

Consumer Satisfaction having its products. Position of Toyota in the automotive industries. What are their future prospects?

Approach to customer satisfaction

Customer evaluation and opinions are an expression of their expectations of Toyota, so Toyota receives them sincerely and responds in good faith, in the belief that making use of them in its corporate activities will lead to customer satisfaction. Toyota tries to grasp shift in customer demands, constantly checking for conformity with its standards and acting swiftly to resolve any discrepancies.

The voice of the customer is quickly relayed to all related department and divisions in developments, production and sales, where they are helpfully to product planning, raising product quality and improving Toyota’s corporate activities.

TOYOTA

BUDHA TOYOTA

RUBI KUMARI


Toyota collects customer evaluation data through wide ranging, information collection activities, including directly through quality reports from dealers and questionnaire given to purchasers of new cars as well as from results of studies by third party institution such as J.P power etc . Furthermore, Toyota collects information indirectly from dealers and suppliers within the Toyota group.

TOYOTA


METHODOLO0GY

Methodology plays a crucial role in any research work. The effectiveness of the research work depends entirely upon the creativeness of the selectivity of the research method. Methodology should be selected per the requirement of the task. Marketing research is a systematic gathering, recording and analysis of data. During the course of conducting the study the information gathered mainly through primary sources

SOURCES OF DATA

TOYOTA


DATA PRIMARY

A convenience sampling from Toyota

SECONDARY DATA:

Data from Buddha Toyota Internet

SAMPEL SPECIFICATION

AREA SURVED: Buddha Toyota Patna SAMPEL SIZE : 20 RESPONDENTS ON THE BASIS OF JUDGEMENT

SAMPLING

METHOD OF DATA COLLECTION

Interview schedule has been used to fetch information from respondents to carry out in depth information from respondents to carry out in depth analysis for research finding to gather information required from the respondents I had prepared a questionnaire consisting of questions

ANALYSIS TECHNIQUE

The analysis technique used was tables, percentage, graphs & pie charts.

TIME SPAN OF THE FIELD WORK

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The field work was carried out in a span of nearly 50 days

LIMITATION

The researcher faced following limitation during winter training

The sample size was very small in comparison to the actual population.

The question were close ended, thus responses were limited.

There was an error related to questionnaire i.e. Non _response error.

Some of the respondents did not respond in cooperative Manner.

Relevant secondary data was quite outdated. The time period to complete this project was not

sufficient. Lack of financial resources was also a hurdle.

However I had tried my level best to bring out the accurate

Information which may be fruitful for the company

TOYOTA


ITNTRODUCTIONTO

TOYOTA

TOYOTA


Company overviewThe history of Toyota is rather long but an interesting one. Here I will try to present a short overview of it, as I will try to touch upon important aspects of it. Aspects which helped Toyota to become, out of a small Japanese firm, the biggest single producer and the second biggest producer of cars in the world, after General Motors.

The story begins with the birth of Sakichi Toyoda on February 14, 1867, which was about the time the Japanese modernization and industrialization had began. Toyoda began his engineering achievements in the field of textile, and particularly with the creation in 1897 of a modern loom, known as the G-type Automatic Loom, at the time the most technologically advanced. After this success, Toyoda decided to pursue his dream, to create an automobile. Thus, with the help from his son Kiichiro Toyoda and using the money from the successful loom technology, Toyoda invested in his research and development of an automobile in 1930. As the work was progressing, he established the first Automobile Department, within his existing "Toyoda Automatic Loom Works" company in September 1933. In April 1935 Toyoda completed the first prototype of an engine named the type A, and soon thereafter the first automobile, the A1. In April 1936 the mass production of the A1 and a light truck G1, based on the A1, begins. The successful project, leads to the establishment of Toyota Motor Corporation Ltd., on August 28, 1937 by Kiichiro Toyoda. The letter "d" in the name Toyoda was replaced by the letter "t" for softer sounding, and easier pronunciation.After the end of the Second World war TMC starts working hard, and by October 1947, it managed to do the first post-war export, BM trucks to Okinawa and SA cars to Egypt. A bit later, on December 16 1947, Toyota established the Nippondenso Co., Ltd. During 1969 Toyota celebrates its one millionth exported cars, and by 1979 the tenth millionth exported car (which by the way happened to be a Celica Supra 1st generation).All these incredible successes were achieved by the so called "Toyotism" or the system of production created by Toyota, and said to be the best and most efficient one in the world of automobile production. The main aspects of it are a mixture of strict quality control, close relations with the local communities, selection and training of the labour force, very clear and liberal relationship between the worker, the mid and high managerial levels, minimized hierarchy in the company. This mixture created the perfect base for the evolution of Toyota as a company and its products as well. Its global view quickly achieved production bases all over the world. Toyota's strict policy of using the most advanced and modern technology in the production of, as well as utilizing it in their cars, brought the company today, as the undisputed leader in the important field of technological advance. Here is an example, of how Toyota operates.At the end of the 1950s, Toyota decided to create a small, mass-production car, which was to be cheap, but very reliable, to be aimed for the use of the masses: the common workers. So, in June 1961 was released the Toyota Publican 700 (utilizing a 700cc engine), and Toyota became the pioneer in this market niche. This move by Toyota turned out to be a correct market strategy, as in 1965, the market for big cars (e.g., Crown) dropped with 84%, while at the same time the market for smaller cars (Corona, Public a) rose 43% and 48% respectively. Other Japanese car producers, such as Honda and Dotson, also saw the promising success in the market for small cars, and on their part released new models to compete with the Public a 700. As a result, Toyota from a pioneer in this market,

TOYOTA


found itself in a stiff competition. To battle it, it was decided not to release a new model of the Public a, but rather to design and release a completely new model. This model was to be produced in massive numbers, but at the same time it was to be very reliable, offering more comfort, and be driven for a long period of time. Thus, began the work for creating the famous Corolla, which later became the most produced and sold car model worldwide. The concept behind this car was planned for victory: it had to possess better characteristics than any of its competitor models, thus shortly before its release, it was decided that its engine volume should be increased from 1000cc, to 1100cc, and the advertising phrase, "The extra 100cc gives extra comfort!" was adopted. The Corolla was a turning point in the hitherto history of Toyota. Everything in this car was created from scratch, its engine type K, as well. When the planning for its monthly production was set at 20,000 units, many within the Toyota company did not believe it was going to be achieved, since the overall monthly production of cars then was 40,000 units. With the building of a new plant at Takaoka, this number was not only met, but a bit later surpassed drastically. The advertising campaign of this car was also planned meticulously, and 18 new dealerships were established to the existing ones, only six months before its launch. So the Corolla was released on November 5, 1966... And a bit later conquered the world! After its success, based on the Corolla was build and released the Sprinter, or a sporty version of the model. With the help of the new Corolla, in 1968, Toyota hit the production mark of 1 million cars per year. Part of the success of the Corolla, and the other Toyota models, is also based on the wide variety of options available to the customers. Toyota was able to deliver the "custom made" car within 1 month from the date of the order, and later, with the introduction of the computerized system of order between the dealerships and the factories, the time of delivery was shortened to only 16 days.The history of the Corolla is only one significant example, which clearly demonstrates how the company works. It always plans to present the "best" choice in each model group in the market. Toyota achieves this by using latest technologies available in its models and making this process efficient enough, to be able to keep the production cost as low as possible.

TOYOTA


HISTORY OF TOYOTA

Look back at the history of Toyota, starting with the birth of Sakichi Toyoda. It traces the company’s development through 1937 from when Toyota Motor Corporation was established to when the 2 millionth Prius Hybrid was sold.

I867 Birth of Sakichi Toyoda.

1924 Sakichi Toyoda invents Toyoda model G Automatic Loom. .

1`929 Automatic-loom patent sold to a British company.

1930 Kiichiro Toyoda begins research on small gasoline powered engine.

1933 Automobile department established at Toyoda Automatic Loom Works, Ltd.

1935 The Toyoda percepts are compiled.

1936 The AA sedan is completed.1937 Toyota Motor Co. Ltd. is established.

1938 Honsha Plant begins production.

1950 Company faces a financial crisis; Toyota Motor Sales Co. Ltd is established.

TOYOTA


1951 Suggestion system begins.

1955 The Toyopet Crown, Toyopet Master& Crown Deluxe are launched.

1957 The first proto types of the crown are exported o the United States; Toyota Motor Sales U.S.A., Inc is established.

1959 Motomachi Plant begins production.

1962 Joint declaration of labor and Management is signed.

1965 Toyota wins the Deming Application price for Quality Control.

1966 The Corolla is launched; business partnership Hino Motors Ltd. Begins.

1967 Business partnership with Daihatsu Motor Co., Ltd. Begins.

1974 Toyota Foundation Is established.

1975 The prefabricated housing business begins.

1982 Toyota Motor Co. Ltd. And Toyota Motor Sales Co. Ltd. are merged into Toyota motor Corp.

1984 Joint venture with General Motors (New United Motor Manufacturing, Inc.) begins production in USA.

TOYOTA


1988 Toyota Motor Manufacturing, USA. Inc.(present TMMK) begins production .

1989 The lexus brand is launched in the USA.

1992 Toyota Motor Manufacturing (United Kingdom) Ltd. begins production.

1997 The Prius is launched as the world’s first mass produced hybrid car.

1999 Cumulative domestic production reaches 100 million vehicles.

2000 Sichuan Toyota Motor CO, Ltd. begins production in China.2001 Toyota Motor Manufacturing, France S.A.S begins

production in France.2002 Toyota enters formula One World Championship; Tianjin

Toyota Motor Co., ltd. begins production in China.2004 The Toyota Partner Robot is publicly unveiled.

TOYOTA


Toyota Motor Sales, USA, Inc .

2005 The Lexus brand is introduced in Japan.2008 Worldwide Prius sales top one million mark.2010 Worldwide Prius Sales top two million mark; Toyota

and Tesla Motors agree on joint EV development.

`

LEADERSHIP

TOYOTA


Presidents of Toyota motor industries:

Rizaburo Toyoda(1937-1941) Kiichiro Toyoda(1941-950) Taizo Ishida(1950-1961) Fukio Nakagawa(1961-1967) Eiji Toyoda(19810

Presidents of Toyota Motor Corporation: Eiji Toyoda(19810) Shoichiro Toyoda(1982-1992)

CEO of Toyota Motor Corporation: Dr.Tatsuro Toyoda(1992-1995) Hiroshi Okuda(1995-1999) Fuziyo Cho(1999-2005) Katsuaki Watanabe(2005-2009) Akio Toyoda(2009-present)

TOYOTA


Toyota company Information

Toyota Motor Corporation (TMC) is world’s biggest automaker in terms of production and is ranked eighth in 'Fortune 500' global rankings for year 2011. The company with its headquarters in Toyota City, Aichi, Japan has its presence all over the world and has nine manufacturing and research units in North America. With core competency in production of LCV, HCV, Cars and Heavy Buses the company is also a major player in the production of Hybrid cars. As per Toyota company profile 3 million hybrid cars have been sold under the brand name Toyota

TOYOTA


Car models of Toyota:

Toyota Etios Liva

Rs. 5.40 - Rs. 6.68 lakhs

TToyota Etios Liva, launched in India in 2010, is the hatchback version of the Etios sedan. Available in four petrol and one diesel trim, the only compact car by the Japanese car maker in India is a volume generating product. Developed in line with Indian sensibilities, the car lures the buyers through a combination of attractive styling, premium features, decent mileage, excellent handling and unparalleled on-road performance in cities, thus making it best for the modern urban consumers

TOYOTA ETIOS .

TOYOTA


Rs. 6.18 - Rs. 7.96 lakhs Get Road Price

Toyota Etios is an entry level sedan that is available with diesel and petrol engine options in seven trims. Along with attractive looks, its defining characteristics are excellent fuel economy, class-leading comfort features, smooth handling and great performance, which makes it a high selling model in the B segment. It won Sub-Compact Sedan of the Year (NDTV Car & Bike Awards 2011), Car of the Year and Mid Size Car of the Year (Over Drive CNBC TV 18 Awards 2011) and Saloon Car of the Year (Bloomberg UTV Auto Car Award 2011) awards when it was launched.

TOYOTA


Toyota Innova


Toyota Innova is a Multi Utility Vehicle (MUV) that has ruled its segment since its launch in 2005 due to features like spaciousness, utmost comfort and decent performance. Available in seven and eight seater configurations, the model is offered in two petrol and three diesel variants in the country. It has received Consumer Favorite Large Family Car 2010 (Auto Bild), MPV Of The Year 2006 (Business Standard Motoring), Best MPV of the Year (NDTV Car Awards 2006), UV of the Year (Overdrive 2006), Best MUV (TNS Award – Total Customer Satisfaction Study 2005), Best MUV 2005 (Business Standard Motoring)

TOYOTA


Toyota Corolla Altis

Rs. 13.56 - Rs. 16.81 lakhs Get Road PriceToyota Corolla Altis is an Executive sedan that is available in India in four petrol and three diesel variants. This car is favoured by buyers due to classy and elegant looks and a host of luxury features, and is one of the highest selling models in its segment. In the Subros Car & Bike Awards 2011, the diesel motor of Corolla Altis was judged as the Engine of the Year.

TOYOTA


Toyota Fortuner

Rs. 24.29 - Rs. 26.48 lakhs Get Road PriceToyota Fortuner is a premium Sports Utility Vehicle (SUV) that is best known in the country for its aggressive looks, high end luxury amenities, tremendous off-roading capabilities and excellent ride quality. This car is available in the domestic market in 3 variants (4WD manual, 2WD manual, 2WD automatic), with a single diesel engine option. It has been bestowed with honors like Consumer Favorite Enthusiast Focused Car 2010 and Consumer Favorite Off Road 2010 by Auto Bild.

TOYOTA


Toyota Camry


Toyota Camry is the luxury sedan from the Japanese auto major Toyota. Brought as a CBU in India, the sedan carries a high price tag. However, its features justify its price to a great extent. The sedan comes in only petrol variant in the country and in both automatic and manual transmission options. Its sophisticated looks and classy interior makes it a premium class sedan. Top gear awarded Toyota Camry as the best designed car of the year.

TOYOTA


Toyota Prius

Toyota New Prius is the perfect answer to the growing environmental concerns of Indian consumers. Equipped with an electrically controlled continuously variable transmission system, it runs on a motor that is powered by battery as well as petrol. This model won Ista Green Award (NDTV Car & Bike Awards 2011), Green Technology of the Year (Subros Car & Bike India Awards 2011), Green Award of the Year (Over Drive CNBC TV 18 Awards 2011 and Bloomberg UTV Auto Car Award 2011), The Green Steering Wheel 2010 (Auto Bild), Green Car of the Year (ET Zigwheels Awards 2010).

TOYOTA


Toyota Land Cruiser Prado

Rs. 95.72 lakhs Get Road PriceToyota Land Cruiser Prado is a luxury Sports Utility Vehicle (SUV) that comes with a diesel engine option with 4WD mechanism in India. This model is known for its body-on-frame construction, a host of high end comfort and convenience features and unmatched capability to tackle the roughest of terrains with utmost ease. It was the recipient of the Best Import Car of the Year award by Business Standard Motoring in 2004.

TOYOTA


Toyota Land Cruiser

Rs. 12.86 lakhs Get Road PriceToyota Land Cruiser 200 is the top-of-the-line luxury Sports Utility Vehicle offered by the Japanese car maker in India. The unmatched performance of the model is centered on its huge 4.5 L engine, full time 4WD system, TEMS suspension and 6 speed automatic transmission system. It excellent performance makes it the ideal vehicle to tackle adverse terrains, ranging from forests to mountains, with utmost ease.

TOYOTA


Upcoming Toyota Cars in India

Toyota Avanza 2WD

After the historic success of Innova in India, Toyota is planning to repeat the same with the all new Avanza which shares quite a few common features with Innova. Expected: Early 2013, 159 comments.

Toyota Vios

The all new Toyota Vios, expected to hit roads in the country in 2013, is a package of elegance, comfort, safety and a large number of advanced feature .

TOYOTA


TOYOTA


DEALER’S PROFILE

SYNOPSIS

PROJECT TITLE :CUSTOMER SATISFACTION

OF TOYOTA WITH REFERENCE

TO BUDHA TOYOTA. INDUSTRY : AUTOMOBILE ORGANISATION : BUDHA TOYOTA AUTHOR : RUBI KUMARI PROJECT GUIDE : PRERNA & SIMRAN SINGH DURATION :1/1/2014 to 14/02/2014

TOYOTA


BUDHA TOYOTA - AT A GLANCE

GROUP : BUDHA MOTORS PVT. LTD

COMPANY : BUDHA TOYOTA

REGISTERED OFFICE : A/15,2nd Floor, LUV KUSH

TOWER EXHIBITION

ROAD, PATNA -800001.

CENTRAL OFFICE : DO

COLLABORATOR : BANKS – HDFC IDBI, MEDIA

PARTNER

DEALERSHIP OFFICE : SIMLI, NH-30, DIDARGANJ,

PATNA-800008

CONSTITUTION- :PVT.LTD.

DATE OF REGISTRATION : DECEMBER -2009

OPERATION FROM : 17 SEPTEMBER 2010

MANUFACTURING PROCESS : SERVICE PROCESS

SELLING PER YEAR : 900

TOYOTA


SWOT analysis of automobile manufacturer Toyota

Today’s business world can be now be described as a fiercely aggressive market and so the goals of establishments is to compete and survive through establishing unique and distinctive capabilities in order to gain a competitive advantage by utilizing their core competencies. Here the competencies actually describe the fundamental and unique knowledge processed by the organization. The business enterprises in today’s developing nations operate in a severe regulated and more complicated working environment. The next strategic plan of the organization would be to utilize the core competencies along with the background and the environmental influence. These capabilities which are distinctive make the organization to initiate competitive advantage among the business world. Today’s market is showing a different aspect of market where phases such as performance and quality of the product is mainly considered by the customers rather than the price. In such a kind of business market, the process of new product development and its effective management is the major essence of the said competitive management.

TOYOTA BACKGROUND

SWOT ANALYSIS

STRENGTHS:

The company is one of the world’s best known brands with their experience which cannot be overemphasized in the terms of manufacturing. Strength is that their product list is diverse with wide variety of segments for the customers to choose from which could fit their lifestyle where the list includes Land Rover, Jaguar, Ford, Aston Martin, Volvo, Mercury and Mazda. Toyota is also known as the supportive of societal causes which supports the fight for Breast Cancer. They are the moving assembly line pioneers which made their production very affordable as well as faster and efficient. The company’s

TOYOTA


international exposure makes the company the second largest automaker in the world.

WEAKNESS:

The complexity of the organization made the company’s organizational structure a bit inefficient. This actually affected the ability of the organization to manage their international network of companies, branches and subsidiaries. This weakness in the organizational structure actually shows the future of Toyota in a hectic situation financially since the current situation of the company is still with outstanding financial debts. Even though the company is not in a situation to be bankrupt, it can be seen that the Toyota Management is currently in a tight spot and thus need to make sure that it doesn’t go tighter anymore. Increasing competition also made the company sales to go down and somehow the company failed to overcome the challenges.

OPPORTUNITIES:

Toyota Company according to their corporate responsibility to be environment friendly, made the opportunity to keep cleaner engine emissions. They further had a chance of create a great image in the public with the help of environmental group works in order to keep the environment clean. There is one great viable prospect for the company where they already started investing in solar power. The company have a chance to regionalize and specialize their worldwide operations which could enhance their transnational linkages. The company’s existing innovation capabilities on automobiles will make them have an opportunity to make good scope in the market other then the competitors.

THREATS:

Very tight competitive rivalry is being running in the automobile industry and so Toyota faces the same as any other organizations. The company is also affected by risks of prices change of the raw materials like fuel, rubber, glass and steel. The economies in the Pacific, Europe and US are also showing slowdowns. Analysis shows that these are active threats to the company financially. Foreign competitive activities have been largely been affected by the company due to the overall position in the industry worldwide.

TOYOTA


Toyota Company is great in its core competencies and they are able to utilize them over to gain advantage over their competitors. The Toyota way of production is actually a philosophy term where they have a list of principles to be followed which make them differ from that of the competitors. All the current affairs of the company will indeed turn into the sustainability challenge of the company and gives them a big heap in the business. Also the investor relations in the company make them a big heap in the market since the ideas of innovation by the company actually have a big part to be dealt by the share holders of the company.The company is one of the world’s best known brands with their experience which cannot be overemphasized in the terms of manufacturing. Strength is that their product list is diverse with wide variety of segments for the customers to choose from which could fit their lifestyle where the list includes Land Rover, Jaguar, Ford, Aston Martin, Volvo, Mercury and Mazda. Toyota is also known as the supportive of societal causes which supports the fight for Breast Cancer. They are the moving assembly line pioneers which made their production very affordable as well as faster and efficient. The company’s international exposure makes the company the second largest automaker in the world.Toyota Company according to their corporate responsibility to be environment friendly, made the opportunity to keep cleaner engine emissions. They further had a chance of create a great image in the public with the help of environmental group works in order to keep the environment clean. There is one great viable prospect for the company where they already started investing in solar power. The company has a chance to regionalize and specialize their worldwide operations which could enhance their transnational linkages. The company’s existing innovation capabilities on automobiles will make them have an opportunity to make good scope in the market other then the competitors.

TOYOTA


DATA

ANALYSIS

TOYOTA


Toyota Scores High In Annual Customer Satisfaction SurveyIRVINE, Calif. (Feb. 23, 2011) – The Toyota Material Handling U.S.A., Inc. (TMHU) annual 2010 Voice of the Customer (VOC) survey program reports record high customer satisfaction levels for Toyota service and parts and willingness to recommend a Toyota lift truck dealer. Survey findings show consumer satisfaction scores reaching above the 90th percentile across all categories for the third consecutive year.

For 2010, 95 percent of those surveyed reported they would recommend their Toyota Industrial Equipment dealer, and service and parts results revealed an overall customer satisfaction rate of 94 percent. Both the sales and delivery and product experience surveys resulted in high rates of 92 percent satisfaction. In addition, 90 percent of respondents indicated they would repurchase a Toyota lift truck in the future.

"Because customer satisfaction is a top priority at Toyota, we monitor these survey results very closely," said Terry Rains, vice president of aftermarket sales for TMHU. "These scores are particularly meaningful because they demonstrate how Toyota has maintained and grown its strong connection with customers. The results provide valuable feedback for our continued goal to deliver quality products and exceptional dealer service."

The VOC program has tracked survey responses from Toyota lift truck customers since 2003. Over the course of 12 months, customers receive three surveys to assess their satisfaction with their sales and delivery, service and parts, and product experience. As customer survey data is collected, statistical analytic tools are used to better understand and define which performance attributes are most important to Toyota customers. These techniques reveal more about the key drivers of satisfaction and where dealers should spend their energy to improve overall customer satisfaction.

Toyota’s VOC survey program is extremely thorough and reliable. Survey responses are uploaded daily to the VOC website, where both Toyota and dealers can access the information to evaluate and proactively respond to customer needs.

TOYOTA

http://www.toyotaforklift.com/


Production

JapanNorth AmeEuropeAsia

Sales

JapanN orth AmericaEuropeAsiaOther Region

TOYOTA


PENETRATION FOR SALES

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field TeamTotal SalesTotal Sales

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CONCLUSION

AND

SUGGESTION

TOYOTA


CONCLUSION & SUGESTION

COMPETITION level of cars is high but what is the most important now is consumer expectation with products and the organization which is too high therefore, the company should fulfill the expectation of their customer and much care is needed in this regard .the exhaustive and rainmaking efforts during research have paved a way for the enumeration of much deserved conclusion. From the facts and figures in the previous section the conclusion are as follows:-

1. Presently many of the retailers are dealing in car most of them are having Toyota and Tata, Maruti Suzuki, Honda etc.

2. Toyota and Tata is hardcore competitor, but Toyota is most preferred brand.

3. Toyota car have a good demand and retailer are willing to keep the various models of Toyota cars.

4. Monthly report of sales shows that Toyota enjoys a preferential edge due to the customers.

5. Retailers give maximum preference to brands that have a good “after sales service”.

6. It’s the era of royal cars, Toyota stands first place with respect to the competitors.

7. Tata cars was ranked usually second.

TOYOTA


8. Tough company image ,brand image after sale services, low price ,quality, warranty and performance can perceived to be highly important for the customers in making purchase decision ,the retailer says that 80% of the cases they ask retailers about the perceptions of the car brands .Moreover, the customer tend to rely on retailers judgment on several occasions.

9. The retailer wants to enjoy the reputation of the company image for promoting different brands.

TOYOTA


QUESTIONNAIRE

AND BIBLOGRAPY

QUESTIONNAIRE

TOYOTA


A study of consumer satisfaction with Toyota brands in Patna specially on its dealer outlet, Budha Toyota, Patna.

1. Are you a car user? (a) Yes (b)No

2. Which Brand do you prefer? (a)Toyota (b) Hyundai (c) Tata

3. What do you experience from existing brand?

4. What is your thinking about Toyota price with other brand price level?(a)Reasonable(b)High (c)Low.

5 What is your level of satisfaction with Toyota?—(a)Highly satisfied (b) Satisfied(c) Dissatisfied (d) highly

dissatisfied.

6 Why you like Toyota cars – Due to its mileage/Model/Reasonable price/Features/After sales services/comfort.

7 What is your source about car –

TOYOTA


8 a) Family (b) Friends and Neighbor (C) Newspapers (D) Internet.

9 What you like to give suggestion to improve Toyota brand and maintaining its NO -1 position in market.

10 Name of Respondent?

11 Address of Respondent?

12 Age group – a)20-30 yrs (B)30-40 yrs (C) 40- 50 yrs (D) Above 50yrs.

13 Occupation of this respondent?

14 Income per year?

15 Number of car users in your family with its brand name and mobile number?

BIBLOGRAPHY

TOYOTA


BOOKSA. Human resource management: Biswajeet Patnayak

Third edition, year -2010 PHI Learning Private Limited

B. Human resource management : Gary Dessler Tenth Edition, year - 2004

Prentice HallNEWSPAPER & MAGAZINE

1. The Newyork times2. Auto Express3. ABC News

WEBSITES www.toyota.com

www.peeplo.comen.wikipedia.org

TOYOTA

http://www.peeplo.com/

http://www.toyota.com/


TOYOTA

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