project report | Toyota | Innovation


Institute of Business Management and Research-Hubli

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

Institute of Business Management and Research-Hubli

Japan began in 1959 at a small plant in Brazil, and continued with a growing network of overseas plants. Toyota believes in localizing its operations to provide customers with the products they need where they need them; this philosophy builds mutually beneficial in long-term relationships with local suppliers and helps the company to fulfill its commitments to local labor. 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. In every community in which the company operates, Toyota strives to be a responsible corporate citizen; close relationships with people and organizations in the local community are essential contributors to mutual prosperity. Across the world, Toyota participates enthusiastically in community activities ranging from the sponsorship of educational and cultural programmers to international exchange and research. 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!

Institute of Business Management and Research-Hubli

About Toyota Kirloskar Motor Ltd
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 aftersales 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.

Toyota Kirloskar Motor Ltd Plot No l, Bidadi Industrial Area, Ramnagar Taluka Bangalore (Rural) District Karnataka- 562109

Institute of Business Management and Research-Hubli


Institute of Business Management and Research-Hubli

Contribute to the overall growth of its business associates and in the automobile Industry. Vision • Contribute to the Indian Industry and economy through technology transfer. automobiles that offer global standard and Quality that exceeds customer expectations and provides superior value and excellent after sales service.Mission TOYOTA GLOBAL VISION 2010 Innovation into the Future . manufacture and market.manufacturing of value . human resource development and vehicles that meet global standards at a competitive price." Toyota is helping to create a more prosperous society. Our mission is to design.added products" and "technological innovation. • • Contribute to the well – being and stability of team members. Institute of Business Management and Research-Hubli .A Passion to Create a Better Society Through "Monozukuri .

The introduction of the world- famous Toyota Production System and cutting-edge technology has advanced industrial innovation.Technology Transfer Toyota Production System “Growing Together “Technology Transfer” Guided by the principle of "Growing Together". Toyota Group companies have contributed to the growth of the automotive industry in each country they operate in. Toyota Group companies provide extensive know-how related to product development. manufacturing and sales levels will be steadily improved on a broad basis. comprehensive improvements made ill operations. In this manner. Toyota products made in India have become increasingly competitive as a result of continual. through strong partnerships based on a high level of localization and technology transfer. manufacturing and sales through technological transfers to local corporations. Along with manufacturing and sales activities. Our professionals in manufacturing and sales contribute to higher Institute of Business Management and Research-Hubli . And those corporations also transfer technology to their affiliate companies.

in Bidadi near TKM. is a non-profit indusial infrastructure company conceived around the new Toyota Kirloskar Motor automobile plant. Ltd... to help promote local industries through technological transfer and expand employment opportunities. and Tran system Logistics International Pvt. Ltd.competitiveness and the growth of Indian industries in this new century. Stanzen Toyotets India Pvt. Toyota's Lexus and Toyota branded vehicles rank annually among the world's highestquality cars in third party surveys of customer satisfaction. Toyota Techno Park India A global first for Toyota.. Ltd. First joint ventures have already been established with Toyota Group companies in TTPI’s involving TG Kirloskar Automotive Ltd. Steel and Logistics Centre Pvt. Institute of Business Management and Research-Hubli . Toyota Techno Park India (TTPI).. TTPI's objective is to foster ancillary industries in India. Sona koyo Steering Systems Ltd.

Environment Sound workplace & Environmental Responsibility Institute of Business Management and Research-Hubli .

Toyota seeks the best balance between human resources and advanced robot technology. Institute of Business Management and Research-Hubli . 100 Million Vehicles Accumulated Domestic Production of 100 Million Vehicles By October 1999. Wastewater at TKM is collected and purified to a level that can be used for fishponds and rice fields. Research and development has made possible technological advancements in quality manufacturing safety" efficiency and environmental preservation. since its founding. Our plant at Bidadi surrounded by a greenbelt. This world-class record is proof of our continuing efforts to satisfy customer expectations. but will also be environment friendly. To realize high quality vehicle production at reasonable prices. Technology and Employment Toyota is committed to manufacture technically advanced and environment friendly products. Toyota had reached a domestic production of more than 100 million vehicles and a worldwide cumulative production of about 112 million vehicles. all of winch contribute to enhancing customer satisfaction.Environment. Toyota has always believed that the best way to serve society is by providing automobiles that will not only make people happy. meets high environmental standards and has also obtained ISO 14001 certification on 26th April 2001.

Institute of Business Management and Research-Hubli .

SHODHA TOYOTA Institute of Business Management and Research-Hubli .

Mr. Institute of Business Management and Research-Hubli . Prasad Deshpande and Mr. Service and Spare Parts officers in the Dealership. Service & Spare parts under one roof. M/ s Toyota for development of competence of their employees. rail and air. Businessmen. '3S'. is the latest to join the network of exclusive Toyota '3S' dealership. Government Departments and others.9001: 2000 and they are in the process of obtaining the desired result. The customer base includes Industrial houses. R.SHODHA TOYOTA About Shodha Motors Shodha Toyota is engaged in Sales and Service of Toyota Vehicles.Bangalore NH. Shodha Toyota. which signifies Sales. The Principal. Hubli. P. Shodha Toyota is situated on Poona. The Sales. Nayak promote this dealership. is Toyota's unique approach to customer care and service. Hubli is a business center and is well connected by road. have been given extensive training by Toyota. They have implemented Quality Management System in accordance with ISO. 11Kms from Hubli. Shodha Toyota covers 12 district of Northern Karnataka.

000 units. inaugurated the facility on 29th April 2001. with record sales of 3.. having set new benchmarks for Quality.TKML. in presence of the Honorable Minister for Large & Medium Industries. Yamazaki Managing Director.4L diesel engine and comes in different variants.. Toyota Qualis is poised in a category all to itself. conforms to the global Toyota Standard. Mr. and conforms to Euro n standards by wide margins. Hubli. Toyota Qualis launched in January 2000. similar to other Toyota Dealerships in India. Shodha Toyota Sbodha Motors Pvt. 2001 saw a demand for Qualis on the rise. Hubli Karnataka. Ltd. R.580 002 Institute of Business Management and Research-Hubli . It is powered with most efficient 2. meeting Toyota International Standards. Toyota Kirloskar Motor Ltd. S. V. K. Deshpande. S. Aoki.010 units in March alone. Govt. launched as a premium MPV a year ago. K. from the day of commencement of its operations. and Director of Marketing .785 QuaIis (domestic sales) in its first year of operation itself. Swamy. It is fully equipped with state-of-the-art tools & equipment and necessary spare parts. selling 21. has 35% market share in the MPV segment.Shodha Toyota is one of the first of its kind in Hubli.Dharwad Road. Rayapur. Qualis. Mr. Mr. Reliability and Perfom1ance. Mr. exceeding its yearly target of 20. of Karnataka. the Deputy Managing Director of TKML.


1. To maintain pressure free environment. employees. 4. hygienic facilities and clean. viz suppliers. To improve process continuously at every opportunity. atmosphere with an aim serve people and society. directors. Toyota Kirloskar Motors Ltd. Institute of Business Management and Research-Hubli . To understand and define customer service needs clearly and executing them as per service process so as to achieve 100% customer satisfaction. To understand and define customer vehicle requirements clearly and executing the order as per the sales process so as to achieve 100% customer satisfaction. To allocate work to competent personnel and improve their competence through effective training. 5.ordination with General Manager has defined following quality objectives for Shodha Toyota.Objectives of Shodha Toyota: Managing Director in co. 6. 7. To meet the requirements all interested parties. 2. suppliers. To procure spare spare parts and materials from approved suppliers and keep optimum stock levels so that customer requirements are fulfilled. statutory and regulatory bodies with an aim to enhance stake holders satisfaction. 3.

DEPARTMENTS OF SHODHA TOYOTA Institute of Business Management and Research-Hubli .

An approach for all process to achieve the desired results. To plan for quality with the help of process based approach. 2. 5.RESPONSIBILITIES OF TOP MANAGEMENT:1. To recruit and to provide adequate training to motivate personnel in all areas of objectives. C. To define the authority and responsibility for taking corrective and preventive actions for the non –conformances observed in the QMS. 3. To review the performances of all the functional departments and overall performance of the unit with respect of quality. To define and document mission statement and quality objectives for the organization. Institute of Business Management and Research-Hubli . To plan for quality by providing required resources to the personnel. 4. 6. 7. To set-up organization structure by defining levels of authority and responsibilities. that is P. D.

) Assistant Sales Manager (6 Dist.DEPARTMENTS SALES DEPARTMENT: SALES MANAGER Assistant Sales Manager (6 Dist.) Field Sales Officers (Belgaum Rural) Field Sales Officers (Dwd dist. & Gadag) Field Sales Officers (Belgaum City) Field Sales Officers (Gulb & Bidar) Field Sales Officers (Davanage ri & Haveri) Field Sales Officers (Raichure) Field Sales Officers (Ballari & Koppal) Field Sales Officers (Bagalkot & Bijapur) Institute of Business Management and Research-Hubli .

Institute of Business Management and Research-Hubli . Hubli it mainly comprises of sale of utility Vehicle and passenger cars namely Qualis. Here then the sales Manager sends direct mail advertising about the vehicle of the customer. 2. These modules include: 1. Approach and Qualifying: 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. The Toyota Sales Process has six modules. which follow the steps in Toyota sales Process. Negotiation and Closing 5. The general Manager and the Sales Manager plan this activity. Approach and Qualifying 3. Follow Up 1. Corolla and Camry. 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.It is an important part of the Shodha Toyota. Presentation and Demonstration 4. Delivery 6. Sales target are set for that particular year. Preliminary Activities 2. Preliminary Activities: Preliminary Activities include collection of all databases of the customers and generation of the yearly sales target activity takes place.

style and design. People may be targeted according to their standard of living. 4. Negotiation and closing: - Institute of Business Management and Research-Hubli . This activity includes display of the vehicle and features such as safety and security. information regarding the engine are brought into light. designation and their ability to pay.• • • • • • • • Sales letter Circulars Price list Catalogs Leaflets Pamphlets Broacher Postal Qualifying includes whether the customer is a potential buyer. Presentation and demonstration: Once the customer approach the showroom the presentation and demonstration activity is carried out. interiors. 3.

Delivery: After the execution of the above –mentioned activities Delivery of the vehicles takes place.Once the customer decides to buy the vehicle the sales manager negotiates with him and further documentation takes place. He will be given some other special benefits like financial options. free one-year insurance and other such schemes. 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. 6. Once the customer is satisfied the deal is closed. 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. 5. Institute of Business Management and Research-Hubli .

To Plan set target and sales of vehicles. Monitoring daily targets of all sales officers. Motivating sales officers. Interaction for event/ promotional activities with TKM 9. Co-ordinating training program. Identifying the inventory and provide ---------inventory to sales officers. 5. Conducting sales meeting regularly 4. 11. 3. Institute of Business Management and Research-Hubli . their performance review and periodic appraisal. 8. Coordinating customer relationship management 10.RESPONSIBILITIES OF SALES MANAGER 1. 7. 6. Monitoring daily customer /weekly reports enquires. 2. Ensuring effective territory coverage by sales officers. Achievements of sales target.

perfect condition of display vehicles and test –drive vehicles. Tech. To attend management review meeting and indicating corrective and preventive actions. SERVICE DEPARTMENT Head Customer Service Manager-Service Service Advisor (5) Job Controller Manager-Parts Parts Assistant Accessories Sales Officer Chief Gen. Chief Tech (Body & Paints) Warranty Clerk Gen Tech Gen Tech Gen Tech Gen Tech Gen Tech Gen Tech Gen Tech Gen Tech Gen Tech Gen Tech Washing Institute of Business Management and Research-Hubli . Tech.12. 13. Chief Gen. To ensure show room house keeping.

heads workshop or servicing departments. Organize and control the service department. what the customer’s complaints are about? He then gives advises for repairs. Analyze and ensure customer satisfaction. then service Manager refers it to any of the advisors. When a vehicle is brought for servicing.Denter Body Tech Paint Tech Head Customer Service. 2. jots down the problems. Plan. the vehicle is sent to washing where the outer body is given the water wash and the interiors are given air blow. lead. 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. he is assisted by a service Manager. RESPONSIBILTIES OF SERVICE MANAGER The service Manager is the leader of the dealer service workshop He is responsible to: 1. who then prepares a job card. 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. Institute of Business Management and Research-Hubli . 3 Service Advisors. On an average 15 vehicles are serviced in a day. a job Controller and a Part in charge then assist the service Manager.

7. 4.3. ADMINISTRATION DEPARTMENT: Finance and administration Manager HR Officer Accounts Officer EDP Officer Cashier Maintenance Officer Messengers Cleaners Receptio nist Institute of Business Management and Research-Hubli . environmental and safety issues. Observe dealership Guidelines and fulfill manufacture’s priority tasks. 5. monitor cost effectiveness. Manage service shop infrastructure. Co-ordinate service and warehouse operation 6. 8. Direct Staff towards Customer oriented thinking. Generate profit for the dealership. Oriented Dealer organization in accordance with customer needs. analyze major service indicators and develop market for dealership.

The accounts department at Shodha Toyota is fully computerized and Finance/ Administrator heads it. experience and skills required to perform the activities. in consistency with top management.Administration Departments looks about the financial aspects of the company. Cashier. To identify the training needs for personnel to satisfy the competence requirement. Accounts Officer. Institute of Business Management and Research-Hubli . The other persons under the Finance/ Administrator are human Resource Officer. To identify competence and skill levels required for personnel for carrying out the activities in QMS. Receptionist and House –keeping supervisor. 4. Messengers and Cleaners hold their places. To identify training needs and conduct/ organize training. To recruit the personnel based on minimum education. All the information regarding the financial aspects is maintained in the computers. Under the House Keeping Supervisor. RESPONSIBILITIES OF HRD OFFICER 1. 3. Electronic Data Processing Officer. 2.

To perform evaluation of training imparted and they’ re by to judge improvement in competence and skill of employee. To maintain records of education. experience and training of all employees Toyota Motor Corporation Institute of Business Management and Research-Hubli .5. 6.

which TMC set in 1996. Since then. “2010 Global Vision” evolved from the course outlined in “2005 Vision”. But current conditions have convinced Toyota that it is now time to: create new dreams for future growth.Global Vision Toyota Puts Forth “2010 Global Vision” TOKYO .TOYOTA MOTOR CORPORATION (TMC) has established the basic concept for “2010 Global Vision” . and carry out concrete reforms. calling on all to “take on the challenges of innovation with complete passion and dedication”. 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.a company-wide management outlook that sets the direction for long-term management. These conditions include global political. TMC President Fujio Cho announced the details of this vision within the company today. Institute of Business Management and Research-Hubli . economic and social trends. determine the direction in which to proceed.

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. 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. reusing and well trends toward next-generation technologies. 2. 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. Toyota will endeavor to become a leader of global regeneration through its outstanding environmental technologies. and various changes in the management environment. 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) 1. Centered on the basic theme “Innovation into the Future”. Toyota has sought to contribute to society by “making things” and “making automobiles”. Toward the Age of ITS and Ubiquitous Networks Institute of Business Management and Research-Hubli . Toward a Recycling-based Society As we move toward a “recycling society” on a global scale. such as environmental and information technologies. Since its foundation. the core objective of “2010 Global Vision” is to set a course for a more prosperous society based on making things and technological innovation.

Toyota will boldly undertake a worldwide review of existing corporate structures. 4. securely and comfortably. 3. construction of corporate structures that can be successful in global cost competition. product development Institute of Business Management and Research-Hubli . Toward a Matured Society As nationalism steadily declines and respect for all peoples expands throughout the world. Toward Development of Motorization on a Global Scale Motorization is advancing in China and other emerging markets and people around the world are enjoying the high degree of mobility afforded by automobiles. Toyota will expand the appeal of automobiles throughout the world and largely increase the number of fans of Toyota. In order to promote this. global expansion of business. frameworks and methods and implement a paradigm change in order to address issues such as development of a wide range of cutting-edge technologies. Paradigm change To become the corporation of our future vision. resulting in Toyota being able to include in its view a global share of about 15%* early on in the 2010s. Toyota will aim to be a leader in creating vehicles and a motorized society in which people can live safely.Information and telecommunications technologies are advancing. Toyota seeks to become a truly global enterprise that is respected by all peoples around the world. Against this backdrop. global companies are shifting toward societies where people of a variety of nationalities and ethnicities can engage in lively exchanges of ideas. mobile information services are improving dramatically. and transport infrastructure and infrastructure-respondent preventive safety are developing. the use of IT in automobiles is progressing.

Innovations in product manufacturing structures Institute of Business Management and Research-Hubli . safety and information and by actively pursuing advances in nano technology. including international sharing and distribution of functions. Toyota will consider systems for making optimum use of world experts and industrial. Toyota will review its approach to global tie-ups. it will promote strategic technical alliances (including mergers and acquisitions). • To strengthen the competitiveness of core technologies concerning such items as engines and platforms for ensuring efficient development. • Toyota will accelerate technological reform on a global scale by actively engaging in development of basic technologies in such fields as the environment. as needed. as well as the development of innovative production technology that can be implemented around the world. In addition. materials and others. To accomplish this. governmental and academic alliances. IT-based development and production preparation systems. • Toyota will actively pursue the construction of global.that responds sensitively to the immediate market. establishment of efficient local management and construction of sales structures suitable for individual markets. Technology and product development Innovations in R&D structures and development of innovative production technologies.

Teamwork featuring various types of talent Institute of Business Management and Research-Hubli . Toyota will also actively make contributions to local societies. Management The Company Innovations in global management structures TMC will clarify responsibilities and authority to create optimal and independent local entities in each region. not only will Toyota surpass its previous efforts to use its managerial resources to the fullest and to strengthen its processes. and alliances (including mergers and acquisitions) to reform structures from the perspective of promoting development of next generation technology. 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. reinforcing global cost competitiveness. Innovations in-group structures Toyota will select and concentrate on business areas and technology fields. and developing global products and business to create efficient consolidated and group structures.For developing new technologies and new products from the viewpoint that “the customer always comes first”. it will also promote the manufacture of products for the next generation based on proposals that incorporate Toyota’s ideas and dreams and excite and inspire customers.

Toyota will promote the creation of environments featuring people from around the world with various skills and values who are given the opportunity to experience self-realization as individuals. these people will be able to: • • • • Have pride in contributing the society through Toyota Bring out the most in their specialty and creativity Develop themselves and increase their value by working for Toyota Work under various terms of employment and attractive incentives Profit structures Innovations to form balanced structures with effective hedging of global risks Toyota will shift to a structure supported by three profit bases—Japan. management resources will be redistributed for optimization on a global scale. Ideally. to reform the structure of management for increasing the ability to improve earnings. Institute of Business Management and Research-Hubli . will be carried out in Japan. such as re-strengthening the sales structure to keep it in step with the market and enhancing competitiveness in domestic production. North America and Europe. Efforts. Also for this. Toyota’s home base.

actual results may differ considerably Toyota Motors General Information • • Worlds 2nd largest Automobile maker. *Figures mentioned in this document constitute one part of the basic concept described above based on judgments and assumptions derived from information currently available.578.Management that places importance on all stakeholders in co-existence with management that emphasizes efficient use of assets Toyota will continue to reinforce management that emphasizes the efficient use of assets.033 Million Yen in 2003. Turnover: 16. 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. Institute of Business Management and Research-Hubli . 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.

Ford and Chrysler put together. Pioneered the concept of Lean Manufacturing through “Just in time Concept” and also through the “Kan Ban” method of Inventory Management.. Hilux. Institute of Business Management and Research-Hubli . Avensis. 12 factories and 11 manufacturing subsidiaries in Japan.098 Million Yen in 2003. 8 Research and development facilities all over the world. Total employees: 2. Made the first mass produced low emission Hybrid car in the world (Prius).54 Million in 2003. Some of the most popular models include Camry. Vios & Yaris. Land cruiser Range.• • • • • • • • • • • • Profit after tax: 11. 46 manufacturing bases in 26 countries and 168 marketing companies across 140 countries. of cars sold: 7.64. Profits of Toyota in 2003 are more than profits of GM. No. History Sakichi Toyoda establishes Toyoda Spinning & Weaving Co. Estima. Corolla. Crown. Celica. Year 1918 Month Jan.62.100.

1926 1933 1935 1936 1937 1938 Nov. Ltd. Nov. Institute of Business Management and Research-Hubli . Ltd.000th Toyota vehicle produced domestically 1947 May Oct. est’d. (Crown) Oct.. within Toyoda Automatic Loom Works First Model G1 truck Completed Production of the Model AA passenger car begins Toyota Motor Co.000. Toyota Motor Sales. Apr. est’d Koromo Plant (now Honsha Plant) begins Operation 100.. as a separate... Inc. Aug. Aug.S Overseas production begins (in Brazil) Motomachi Plant begins operation 1. Production of the Model SA passenger car begins Toyota Motor Sales Co. est’d. 1962 Jun.S. Automobile Department est’d. (TMS) est’d in the U. Sept. U. Ltd.A. independent company First made-in-Japan passenger car exported to the U. Toyoda Automatic Loom Works.000th Toyota vehicle produced domestically Toyota South Africa 1959 Jan.S. Ltd. Aug Apr. 1950 1957.

Africa Kamigo Plant begins operation Toyota 1972 Jan.. in Indonesia 20.000. Ltd. awarded the Deming Prize 10. merge to become Toyota Institute of Business Management and Research-Hubli . Ltd.000th Toyota vehicle produced Domestically Year 1982 Month Jul.000.. Ltd.Motors (Pty. Domestically 30. Toyota-Astra 1976 Jul. History Toyota Motor Co. begins operation in South 1965 Nov.).000th Toyota vehicle produced domestically PT. and Toyota Motor Sales Co. Motor est’d.000..000th Toyota vehicle produced 1980 Jan.

begins operation in 1986 Jan. domestically New United Motor Manufacturing.000th Toyota vehicle produced 1991 Feb.S.Motor Corporation (TMC) 1983 Mar. domestically Prius hybrid vehicle launched 100. Oct. 40.000.000th Toyota vehicle produced domestically Institute of Business Management and Research-Hubli .000. Ltd. domestically 70.000. a joint venture with General Motors. (NUMM). begins 1988 Sept.000th Toyota vehicle produced 1997 1999 Dec.000.000th Toyota vehicle produced domestically Kuozui Motors. operation in Taiwan 60. the U. domestically 80.000th Toyota Vehicle produced 1984 Dec.000. 50.000th Toyota vehicle produced 1993 Sept.000. Inc.

10.000 in the U.000.000 units worldwide TOYOTA FCHV becomes first-ever arketready fuel cell vehicle to be certified by Japan’s Ministry of Land. (TKM) begins production in India Camry sales reach 5. Estima Hybrid. Prius sales top 100.S. Coaster Hybrid) sales reach 100.000.000 worldwide. Participates in first Formula One race. and Transport TMC-Hino fuel cell hybrid bus first to be Institute of Business Management and Research-Hubli . Toyota Kirloskar Motor Ltd. Infrastructure Nov.000th Toyota vehicle produced in North America Jun. Toyota hybrid vehicle 2001 2002.Dec. Mar Mar (Prius. Crown Mild Hybrid.

Kirloskar Institute of Business Management and Research-Hubli . The second generation Prius launched. TMC and Mitsubishi Motors agree to tie up on G-BOOK TMMC begins production of Lexus RX330 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. Chairman: Mr. Y. Vikram S.certified for use on Japanese roads 2003 Sept. 1997. Ishizaka Vice Chairman: Mr.

3S stands for Sales.. Swamy. Yamazaki. heads Shodha Toyota.. Service and Spare parts under roof.G. Institute of Business Management and Research-Hubli . Mr. Mr. K. Govt. inaugurated Shodha Toyota on 28th April 2001. is the Toyota’s unique approach to customer care and service. Shodha Toyota is one of the first of its kind in Hubli. meeting Toyota international standards.e.toyotabharat. Ganesh Kumar. R. of Karnataka.Managing Director: Mr. Deepak N The General Manager. Kalpana Nayak Mrs. in the presence of the Honorable minister for large and medium industries. who looks after all the 3S (i. Prasad Deshpande Mr. K. Mr. Sales. similar to other Toyota dealership in India. Mr. Shodha Motors Pvt. Atsushi Toyashima Deputy MDs: Mr. Deshpande. Aoki. Shodha Toyota consists of the following Board of Directors: Managing Director: Director: Director: Director: Chief Executive Officer: Assistant General Manager : Mr. Prakash Nayak Mrs. Swamy Mr. It is fully equipped with all tools.K. Mr. and Director of Marketing TKML.. R. Mr. Takarada Web site: www. Service and Spare Parts) activities of the organization. the deputy managing director of TKML. Meghana Deshpande. equipments and spare parts. V. from the day of commencement of its operations. Managing Director.Kulkarni Mr. is the exclusive 3S dealership of Toyota Kirloskar Motor Ltd. Ltd. S.K. Toyota Kirloskar Motors Ltd.

Asst Manager-Service Reception. Accessories-In charge. Warranty Clerk. who is responsible for both the spares and service activities. Job Controller. Showroom Sales Officers. 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. Technicians. The service department consists of Asst ManagerService. The service team provides a satisfactory service to the customers. Painter and lastly Gardeners. where in each individual and process has to improve continuously. Chief General Technicians. It also conducts various promotional activities as and when required. followed by human Resource Officer. The Service Department comprises of Head Customer Service. Cashier. Accounts Executive. Institute of Business Management and Research-Hubli . Dentor. Qualis is a quality proven multi purpose vehicle.The organization chart reveals that it has 3 departments. The organization believes in “KAIZEN” principle. which sells more than 60 vehicles in a month. Manager-Parts. Administration and Accounts department consists of Finance and Admin Manager. Field sales Officers and financial services officer. Corporate Sales Manager. The service is also not weak in serving the vehicles. Service Advisors. Cleaners. PartsAssistants.Accounts Assistant. The Sales department consists of Sales Manager. The organization has a strong sales team.Parts-In charge. Sales department and lastly Sales department. which was launched in the year 2000. Administration and Accounts department. Washers. Maintenance Officer. Minimum 15-20 vehicles per day come for service. Receptionist and EDP Officer.

 To understand and define customer service needs clearly and executing them as per service process so as to achieve 100% customer satisfaction.Shodha Toyota is ISO certified company. Managing director in co-ordination with General Manager has defined following quality objectives for Shodha Toyota.  To procure spare parts and materials from approved suppliers and keep optimum stock levels so as that customer requirements fulfilled.  To understand & define customer vehicle requirements clearly and executing the order as per the sales process so as to achieve 100% customer satisfaction. which speaks about the standard working conditions.  To allocate work to competent personnel and improve their competence level through effective training. Institute of Business Management and Research-Hubli .” The organization has framed a list of OBJECTIVES so as to reach the mission statement. 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. The mission statement of Shodha Toyota “Total customer satisfaction is our mission.

The Human Resource Department governs the activities of  Recruitment  Selection  Training and development. suppliers and statutory and regulatory bodies with an aim to enhance stockholder’s satisfaction. Institute of Business Management and Research-Hubli .  To meet the requirements of all interested parties’ viz. The organization conducts strong in-house training programmes for new as well as presently working employees..  To maintain pressure free environment. Strength of the Organization: The organization has strength of minimum 103 employees.. To improve processes continuously at every opportunity. employees. hygienic facilities and clean atmosphere with an aim to serve people and society. which varies according to the requirement. directors. Toyota Kirloskar Motor Ltd. suppliers.

Service Sales Admin & Finance 9:30am 10:00am To 9:00am To To 7:00pm 6:00pm 6:30pm On Sundays.Working hours of employment: In Shodha Toyota.00 am to 2.10. the employees work for eight hours per day.00pm (OT will be given) Institute of Business Management and Research-Hubli .

THE MAP OF THE ORGANIZATION: The map of the organization: Toyota has a unique kind of infrastructure for all of its authorized dealers. Institute of Business Management and Research-Hubli .

you find another toilet room to the left side. Crossing sales department. you will get in touch with the Sales Department wherein you can meet Sales Manager (separate cabin). warranty Clerk. If you again come to the service counter. As you move few steps straight. The meeting room is not only meant for meetings but also conduct interviews whenever a candidate is called for the respective post. There you can find Service Manager cabin. A well-organized customer lounge can be found near to the service counter. EDP officer and Human Resource officer. Continue to walk. Now move to left side from entrance. You will also find a xerox machine in store room. O. Assistant Sales Manager.As you enter from first door of the organization. you will find Parts and accessories warehouse along with its In-charge and his assistants. next to it you find a meeting room and a room in which you can meet accounts officer. showroom sales officers. Institute of Business Management and Research-Hubli . you will find a receptionist on right side. you find chief Technicians. you find a way to work shop and canteen. you find upstairs and two separate toilet rooms meant for gents and ladies. you will find other sales cabin where in all sales work is done. The job controller cabin is such that he can observe all the service activities form his place. If you let your move to the up-stairs. then Finance Manager cabin. a job controller cabin. In workshop. Attached to that cabin. come back with the same route to near Receptionist. you get a storeroom wherein you find various files. you find service department. Accessories In-charge. If you move inside the service counter. Front to that cabin. service advisors..K. first you will come across General Manager cabin. things kept.

a training room and lastly canteen room. Institute of Business Management and Research-Hubli . resting room for technicians. ATTENDANCE MAINTENANCE: The presence of an employee can be verified by the attendance register. you find a room meant for denting and painting of vehicles. and Electricians.Technicians. You will also find a building construction near to it. The left side of exit door of workshop you find an open area of vehicles standing. 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). On the upstairs of workshop. which is nothing but a new canteen that is under process. Move your path to it. you come across a toilet room. Now you are well versed with the infrastructure of the organization.

12% of salary is deducted from PF side and 1. The employee enjoys the PF and ESI benefit from management side. Management pays 12% of employees’ salary as PF contribution and 4. Your gross salary is divided into: Basic: -------------HRA: -------------DA: --------------Conv. Two employees of same designation can have different salary packages.: ------------The gross salary includes the PF and ESI deductions.SALARY DISTRIBUTION: The organization has different salary packages for all employees. It all depends on how you perform and satisfy the management. Canteen Facility: Institute of Business Management and Research-Hubli .75% of salary is deducted from ESI side.75% as ESI contribution.

Institute of Business Management and Research-Hubli . Shodha Toyota has a canteen facility where in the employee gets subsidized food where as customers get the same thing at a cheaper rate.The employees as well as customers can enjoy the food (veg & non-veg) in organization it self.

Institute of Business Management and Research-Hubli .

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