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Implementation Of TQM

Toyota

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Group Members

Shehryar Najeeb

Sarwar Murad

M.Yaqoob

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LOGO

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Vision Statement

Contributing to the

development of a prosperoussociety through the

manufacture of automobiles

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Mission Statement

Mission of Toyota is to provide safe & soundjourney. Toyota is developing various new

technologies from the perspective of energysaving and diversifying energy sources.Environment has been first and most

important issue in priorities of Toyota andworking toward creating a prosperous societyand clean world

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Quality Policy Statement

Toyota is a quality company. Quality is the

basic business principle for Toyota.Quality means providing our internal andexternal customers with innovativeproducts and services that fully satisfytheir requirements. Quality is the job ofevery employee.

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Competitors

Nissan

Ford

Hyundai

Honda

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Business Segments

Automotive

Design, manufacture and sales of passengercars, recreational vehicles, SUVs and related

parts

Financial services

Provisions of loans to car buyers

and car dealers Others

Industrial vehicles (forklifts, etc.)

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Toyotas Strategy

Increase competitive strength throughadvanced 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

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Seven Steps Of StrategicPlanning

Customer needs

Customer positioning

Predict the future

Gap analysis

Closing the gap

Alignment

Implementation

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Dimensions Of Quality

Performance

Features

Conformance Reliability

Durability

Service Response

Aesthetics

Reputation

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Methods Of ObtainingFeedback

Toll free Numbers are provided so that thecustomers can easily register their complaintswithout any hesitation

Customers are visited by the employeesspecially those who have newly purchasedvehicle from the company whether they are

facing any problem or not Customers can also register their complaints

online on the site

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Elements Of CustomerServices

Organization

Toyota company has identified each

market segment, from low level to high level,they provide almost the same quality to theircustomers because they know the

requirements of their customers.

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Customer CareToyota company revolves around

their customers in a way that it has providedeasy sources for their customers to registercomplaints.

Communication

Interaction of the management with

their employees is knowledgeable, it is donein pleasant environment.

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Frontline People

The employees hired in Toyota arepeople 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 hasvery smooth relationship with the employees.

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SWOT Analysis

Strengths

New investment by Toyota in

factories in the US and China saw 2005profits rise, against the worldwide motorindustry trend. Net profits rose 0.8% to 1.17trillion yen ($11bn; 5.85bn), while sales

were 7.3% higher at 18.55 trillion yen.

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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, aswell as the high costs of training and retaining labour. Ifon the other hand the car market experiences an upturn,then the company may miss out on potential sales due tounder capacity i.e. it takes time to accommodate. This is

a typical problem with high volume car manufacturing.

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Opportunities

Lexus and Toyota now have a reputation for

manufacturing environmentally friendly vehicles. Lexus

has RX 400h hybrid, and Toyota has it Prius. Both arebased upon advance technologies developed by theorganization. Toyota has also sold on its technology toother motor manufacturers, for example Ford has bought

into the technology for its new Explorer SUV Hybrid.

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Threats

As with any car manufacturer, Toyota faces

tremendous competitive rivalry in the car market.

Competition is increasing almost daily, with new entrantscoming into the market from China, South Korea andnew plants in Eastern Europe. The key economies in thePacific, the US and Europe also experience slow downs.

These economic factors are potential threats for Toyota.

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Conclusion

The conclusion of our study is that toyota

company cares for its customers and providethem vehicles according to their requirementsat low cost of maintenance