please show me the review of literature on Toyota project

pdf of literature review about customer satisfaction on toyota


Since its founding, Toyota has carried out corporate activities based on the concept of "the customer always comes first." This concept was declared in "The Toyoda Precepts" (established in 1935) which has been handed down as the Toyota Group's guiding philosophy. Toyota, including its dealers, makes a company-wide effort to build relations with its customers, and all employees keep the "customer first" policy in mind in all aspects of their jobs.
See details on "The Toyoda Precepts"

Approach to Customer Satisfaction
Customers' evaluations 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 always tries to grasp shifts 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 departments and divisions in development, production and sales, where they are helpful to product planning, raising product quality and improving Toyota's corporate activities.

Wide-Ranging Information Gathering and Reflection in Development of New Vehicles
Toyota collects customer evaluation data through wide-ranging information collection activities, including directly through consultations with customers, complaints from customers, and also through quality reports from dealers and questionnaires given to purchasers of new cars, as well as from the results of studies by third party institutions such as J.D. Power.* Furthermore, Toyota collects information indirectly from dealers and suppliers within the Toyota Group.
In order to have the results of data analysis reflected as soon as possible in vehicle production, Toyota is strengthening internal coordination with research and development-related divisions.
*J.D.Power: An international consulting firm that specializes in customer satisfaction research

Customer Relations Division Initiatives
The Customer Relations Division is "the division within the company in direct contact with customers needs." The staff place an emphasis on the voices of individual customers, through consulting with them and handling their complaints, striving to improve customer satisfaction. The Customer Assistance Center acts as a contact point within the company for customers and has consulted with or handled complaints from about 200,000 people this fiscal year. Toyota is in contact with its dealers throughout Japan to handle customer complaints, and makes a sincere effort to gain customer trust and satisfaction, striving to maintain and increase the number of Toyota fans.
The Customer Relations Division also makes direct proposals to sales, research and development, and production divisions and holds discussion meetings with them, so that customers' voices can be useful in improving the company's products and corporate activities.
Looking overseas, Toyota is supporting efforts at its distributors worldwide to strengthen and improve their systems for dealing with customers, as evidenced by the establishment of a Customer Assistance Center in TMCI, China in July 2002.

"Amlux Toyota" Functioning to Exchange Information with Customers
Toyota Auto Salon Amlux showrooms function as a publicity arm of Toyota to offer consultations with customers about purchases and collect customer information to be forwarded to Toyota. In the showrooms, special consulting staff, called "Amlux Mirar," deal with customer relations, suggesting the ideal car for each person and providing information about it. The information gathered here is input into the database and provided as feedback to the development and sales divisions via the Toyota Intranet.
" New car purchaser evaluation reports" are also a part of these efforts. Customers visiting Amlux salons are provided with a questionnaire to fill out, by which Toyota gathers frank opinions on exterior design, interior furnishings, and features, etc., which are relayed to the relevant divisions. In addition, from June 2002 Toyota started forwarding information to dealers regarding issues that many customers have voiced concerns or doubts about via satellite-linked terminals, called MU-BOX.

Examples of Products Developed Using Customers' Ideas
In the new model Caldina, which underwent complete redesign in September 2002, Toyota was able to incorporate many ideas from customers that it had gathered earlier, and improve the quality of many of the parts. Some of these ideas included: "a system to switch the color of graduations on the meter to suit customer preference," "independent seatbelt buckles for the rear seats to facilitate changing seat arrangements and easy fastening and unfastening of seatbelts" and "the adoption of a reversible deck board for higher luggage space functionality."