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8/4/2019 Total Quality Management of Toyota
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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