01

Inside this issue :

Editorial 1

Message 2

CS Page 3 - 7

Departmental Activities 8 - 9

Best Kaizen Ideas 10 - 11

Updates 12 - 16

01

Editorial :

In the last edition we shared

information related to TSM Kodawari

Program status, New dealer

manpower preparation, Ladder

Program, Star Program, Integrated

sales service and marketing system

ie., ISSMS, Toyota Chauffeurs day,

Monsoon Campaign, 9th National

customer service skills championship

activities and various program

updates.

I hope you have benefited from the

various activities presented in the last

edition.

In this edition we will be sharing

information related to the Newly

launched Q-Service and other events

of the last quarter. Thank you for the

cooperation and support extended

towards the journey of Quality

Revolution.

Through the combined efforts of TKM

and Dealers we have climbed the

ladder of CSI Score from 754 to 777

up by 23 points. High Productivity

programs at toyota dealership are

able to give world class service to our

customers. Let us keep the same

pace to achieve "Sarvottam" and be

the best customer service in town.

As said by Theo Michelson, "People

don't want to communicate with

an organization or a computer.

They want to talk to a real, live,

responsive, responsible person

who will listen and help them get

satisfaction".

Vol. 05 Oct-10 ~ Dec-10 * For Internal Circulation Only

Nurturing today for a better tomorrow!Customer Service Bulletin

October 2010

SS MM TT SSFFWW TT

December 2010

SS MM TT WW TT FF SS

November 2010

Compulsory Holiday Festival Holiday Company Holiday

S M T W TS M T W T FF SS

21

3 4 5 6 7 8 9

10 11 12 13 14 15 16

17 18 19 20 21 22 23

24 25 26 27 28 29 30

31

7 8 9

1 2 3 4 5 6

15 16 17 18 19

10 11 12 13

20

21

14

22 23 24 25 26 27

29 3028

1 2 3 4

5 6 7 8 9 10 11

12 13 14 15 16 17 18

19 20 21 22 23 24 25

26 27 28 29 30 31

BUILDING RELATIONSHIPS

Toyota's Quick Service Toyota's Qualified Manpower Toyota's In-built Quality

02

MESSAGE

Dear all,

Warm Greetings & Namaskar!!

Let me at first convey my sincere appreciation for your continuous efforts towards

making your dealership "Best Customer Service in Town". As we all know the key to

success of any business is our customer whose satisfaction level is captured through

the various CSI Surveys. We are happy to share that the CSI score for 2010 JDP

Syndicate survey has moved up from 754 to 777 [+23] points for the JDP location

dealers. We have been able to improve the CSI score through our various initiatives

(Motivational programs, Trainings, EM/MRS etc) and the good efforts by Dealer

Partners. We have seen very good improvement in SOP adherence and Service

Advisor related factors, but Service Quality Factor (Washing Quality, FIR and

Timeliness) continuous to be our improvement area. The increase in score is much

below our expectation and we need to concentrate our efforts more from customer

view point. We need to set/establish proper customer expectations during Service

Initiation and Reception process and act in a speedy manner with commitment &

ownership to deliver the "Q Service". Let us deliver our operations based on customer

care ( Deliver SOP with heart) and do daily kaizen based on customer voice. Let us

rededicate ourselves to be No.1 in the Customer Satisfaction by 2011.

I am very happy to inform you that the West Regional Parts Center has commenced

its operation from Oct 2010. This will facilitate quick supply of parts to West zone

dealers including twice delivery daily to Mumbai & Pune dealers, at the same time

dealers will have a chance to rationalize their inventory levels. The Training Center at

this facility will commence operation in the 1st Qtr of 2011. Our efforts from Logistics

side will continue to meet the next challenge for 150 dealers supply and further lead

time reduction.

Thanks for your sincere team efforts as we have been able to successfully implement

C-TDMS & e-CRB at all locations. With this we have additional tools to dedicate and

act from customer view point.

Dream car "ETIOS" has been launched on 1st Dec'2010. We have a challenge now

to meet the expectations of this high demanding segment. Through daily Kaizen

involving all team members let us challenge the challenges with "One Team One

Goal" and achieve "Sarvottam".

Best wishes,

Senthil Kumar Kendai

DGM, CSD

Mr. Senthil Kumar Kendai, DGM-

Customer Service Division

looking after Field Operations,

Serviceparts Logistics, Dealer

Development & Projects and

Dealer Operations <Sarvottam>.

Internal Sales

Repeat Purchase

Customer Information

First Service Visit

PM

PM

PM

PM

1st

Repair

Purchase

Accurate customer information

Brand CSR activities to

eliminate CP

Products Parts line-up optimal

parts pricing

Service reminders to all customers

Product proposals that meet customer needs

CR Activities

03

CS PAGE

In this edition we will be focusing on Value chain (Service and Parts Marketing)

• Service Market Share/Percentage of customers visiting for service at least once a year • First service visit rate • Service sales • Parts sales and revenuesKPI

Customer Service Essentials

CS Road map

Value Chain (Service & Parts Marketing):Strengthen the foundation for marketing through Customer Retention activities to secure constant revenues.

1. Create & deploy a mid-range vision for a customer information network that will lead to more accurate information as the foundation of all activities.

2. Establish a company-wide system to promote Customer Retention activities and ensure all customers are regularly contacted.

Priority Tasks

1. Improve the accuracy of customer information. • Train staff about the importance of customer information. • Set guidelines for customer information maintenance (collection/storage/sharing/utilization/updating)

2. Set rules for CR activities to ensure regular service reminders to all customers. • Use first service visits to develop SOPs for Sales-Service information sharing and service reminders. • Integrate product proposals into dealer operations.

3. Set product lineup to customer needs and strengthen competitiveness. • Provide products that balance quality and price (MVP for old vehicles, etc.) • Provide products that promote service visits (body coatings, etc.) • Set up a competitive, profitable parts pricing system.

Further strengthen CSR activities to eliminate counterfeit parts. • Teach customers about the danger of using counterfeit parts. • Gather information to catch counterfeit producers and sellers.

Note: For any further assistance regarding CS Page you can keep in touch with: tsm@tkm.co.in

Identify necessary customer information

Set guidelines for Sales-Service information sharing

Vehicle contract After deliveryWho transfers the information

from Sales to Service and When?

Items

Name

Vehicle Info.

Contact details

Contact method

File

DMS

Details

Owner/User/Driver (if different)

Model/Delivery date/VIN

Address/Phone Nos./E-mail

DM/Phone/E-mail

FileContract

DMS

Key elements of service and parts marketing activities

Value Chain Enhancement

Width Depth Value

No. of Active Customers

No. of Service Visits

Value of each Service Visits

CS PAGE

04

Creation of new image of Toyota ServiceBest Customer Service In Town Why "Q Service"?• Promote 'Toyota Quality Service' in line with 'Quality Revolution' Image• Appeal 'Toyota Uniqueness' which only Toyota can provide under 'Q-Class

Customer Survey

Toyota Service Uniqueness

Creation of New Image of Toyota Service - Reiterate Commitment

<Toyota Customers >

(Toyota Dealers)3

< All Segment Customers>

(Toyota Q World)2

<ETIOS Segment Customers>

(External Agency)

Quick Service Qualified Staff Quality In-built

Responsiveness towards every Customer need

Ensuring only the best Hands work on Customer's Vehicle

Quality In-Built for Affordable Ownership Experience

1

Significance & Key Deliverables

Quick Qualified Quality

Promotion

Sept 2010

CommunicationQ Service

IntroductionQuick

PromotionQualified

Promotion Quality

Promotion

Q Service Unveiling

Oct 2010 Nov 2010 Dec 2010 Jan 2011

Dea

ler

Leve

lM

ass

Mobile Service Van

Sales -Service Leaflets

Press Release / Web Promotion

CS Conf.

EM Model Supply

Sales Ad

Q Promise Ad

SMS

SMS

Res

ponse

Serv

ice

Res

olu

tion

Rea

ch

CS PAGE

05

Quick Qualified Quality

"They can send a reminder for service due"

"I will stand & watch the car service but service time should be less & always on time"

“Dealer is unable to identify the cause & is not responding properly"

“There should be more service centers & staff to reduce wait"

1. Remind Customer Timely about Service Due

2. Timely & Accurate Vehicle Status Update

Customer Voice

Quick Response to Customer Neede-CRB

Ensure: 1. Database Accuracy 2. "While You Wait" Promotion 3. Plan Sufficient Capacity

Expectation from Dealer

*e-CRB: Evolutionary Customer Relationship Building

1. Service delivery in "Less than 60 minutes"

2. Service "While Customer Waits"

Quick & Timely Service Delivery

1. Proactive sensing of Customer Dissatisfaction

2. Resolution of Concerns with TKM CR support

Grasp Dissatisfaction & ResolveECDR

*ECDR: Early Complaint Detection & Resolution

1. DIVA concept for unique facility

2. 2S Facility Guideline for Proactive Facility Creation

Facility at Customer Convenience NETWORK

CS PAGE

06

Quick Qualified Quality

"A Service Advisor should tell you what to do and what not to do for better performance of the car, else he is just an attendent."

"I love my car & the person taking care of my car should be qualified enough for such high quality (cars)"

1. T-TEP Institute, Job Portal & Recruitment Kit established

2. Availability of qualified Manpower for

recruitment

Customer Voice

Recruiting Excellent Manpower

Gain

JOB PORTALTTEP

1. Training Facilities with Trainers Established

2. Expert Training provided to Service Advisors

Training Manpower in Excellence

Train

LADDER PROGRAM

1. Employee Satisfaction Survey result shared

2. Skill Contest: Providing Opportunity to Right People

Retaining Excellent Manpower

Ret

ain

1. STAR Award: "Recognize & Reward Individual Efforts"

2. Team Performance Award: "Everybody Wins"

1. Make Best Use of T-TEP & Job Portal 2. Ensure Best Usage of MDPP3. Make Action Plan Based on Employee Satisfaction Survey

Promoting Excellence

Expectation from Dealer

Pro

mote

CS PAGE

07

Note : For any further assistance regarding Q Service you can get in touch with your field representative

Quick Qualified Quality

“I have bought a high quality vehicle but I feel the service charges are very high (as compared to the competitor)”

"It is very uneasy ...they are selling more vehicles without having space to service them"

"I do not have time to take my vehicle time & again to the service center. Why don't they repair it properly at once?"

Customer Voice

Cost

of

Ow

ner

ship

1. Promote Competitive Cost of Ownership 2. Create Customer Friendly Ambience 3. Ensure Fixing of Customer Vehicles Right at First Time

Expectation from Dealer

1. Alignment of Service Charges to Customer Perception before ETIOS Launch

2. Promotion of Competitive Cost of Ownership [eg. Revised Smiles Program]

1. DIVA concept for Customer Comfort & Capacity Sufficiency

2. To offer Customers’ Quality Experience which is Warm & Inviting

Serv

ice

Faci

lity

1. Training to Understand Customer Request Correctly & Use Diagnostic Tools

2. Special Activities to Project them as a Consultant & a Trusted Friend

Quality Customer Care

Quality service in Quality Ambience

Staff

Court

esy

1. Quality Gates (3 Nos.) Defined & Washing SOP provided

2. Resident Service Engineers deployment plan to enhance ED

Acccurate Repair on First Occasion

Fix

IT

Rig

ht

Specifications

Serviceparts Line Pricing

Pric

e

Toyota

Etios

Vehicle Cost

Differential Labour Pricing La

bour

Rat

e

Current

Proposed

Replacement Interval [Km]

20,000 Km

20,000 KmFuel

Filter

Coolant

Longer Parts Replacement Interval

80,000 Km

160,000 Km

Thanks for the Marketing & Sales team for their sincere effort towards the creation of

new Image of Toyota Service to reiterate our commitment to customers

08

DEPARTMENTAL ACTIVITY

20th Annual Assembly of International C S ChampionsEvery Year the International Skill Champions Assembly is conducted by Toyota Motor Corporation to felicitate and motivate the Skill contest champions from different countries. This year 20th Annual Assembly of International Customer Service Champions conducted from Aug 30th ~ Sep 4th, 2010 at Nagoya, Japan was a tremendous success. 180 National Champions from 36 countries participated in this annual international event. From India the 2009 National Customer Service Skill Champions in Body & Paint Category & the 2009 National Customer Relation Skill Champion participated.

At the induction ceremony on September 3rd, Mr. Akio Toyoda, President of Toyota Motor Corporation, presented trophies to all Champions in recognition of their outstanding achievements. Theme of the event was "Pride in Excellence", which will inspire all the champions to continually strive to enhance Customer Satisfaction, and to help their associates and young colleagues develop the abilities to serve as role models on passing their excellent skill to them.

Participants from INDIA

Mr. Rana Pratap Singh 2009 National Champion, CR Category, Shinrai Toyota

Mr. Sabu K X 2009 National Champion, Body Category, Nippon Toyota

Mr. Shashi Pal 2009 National Champion, Paint Category, Rajendra Toyota

Mr. Sunil Kumar S R TKM, CSD

Mr. Piyush Morjaria TKM, CR Division

Mr. Rajender Singh Champion's Guest

Description

Welcome Lunch at Toyota Training Center

Champions' Assembly Orientation

Tour of Nisshin Education Training Center Visit,Denso Gallery Visit and AISIN com Center

Toyota Commemorative Museum of Industry and Technology Visit

Visit to Motomachi Plant

Visit to Toyota Kaikan Exhibition hall

Visit to Kinkaku-ji (The Golden Pavilion) Temple at Kyoto

Visit to Kiyomizu Temple

Visit to Todai-ji Temple

Visit to Toyota Automobile Museum

Visit to Port of Nagoya Public Aquarium

Move to Toyota Head Office

Rehearsal at TMC Headquarters

Induction Ceremony and Dinner Party

Date

30-Aug-10

31-Aug-10

1-Sep-10

2-Sep-10

3-Sep-10

Itinerary of Visit

Welcome Lunch Commemorative Museum

Kiyomizu Temple Nagoya Public Aquarium

Dinner Party

Mr. Rana Pratap Singh [Shrinai Toyota] CR Category

Mr. Sabu K. X. [Nippon Toyota] Body Category

Mr. Shashi Pal [Rajendra Toyota] Paint Category

Champions from India receives Awards from Mr. Akio Toyoda, President, TMC, Japan

Champions Feedback"The Trip was excellent. It was once in a life time experience for me as this was my first trip abroad. I really liked the culture and was amazed by the treatment we got from the shopkeepers. All countries can develop but we need to work hard to implement culture like this. I liked the usage of bicycles to reduce traffic and hotel ambience was very good. The ceremony and the food were awesome and was really amazed by the way Akio Toyoda san spoke to me during the photo session. The tour guide was very cooperative. - Mr. Sabu K. X, Nippon Toyota

"The Total experience was out of the world. The induction ceremony was quite informative and elaborate. The Hospitality of the TMC people and others was very courteous. The experience of the trip was a once in a life time opportunity" - Mr. Rana Pratap Singh, Shrinai Toyota

"The trip was very good. I liked the way they do the Business and work. I liked and enjoyed the Dolphin show. The plant was very well organized in terms of 5S and Safety conditions. The whole planning of 7 days was very good and the things were happening automatically without any problems. I liked the way they give value for Time and the vehicles on the road were very neat and clean. I enjoyed the Induction Ceremony and Dinner party". - Mr. Shashi Pal, Rajendra Toyota

DEPARTMENTAL ACTIVITY

09

T-TEP general information T-TEP Career Day

2010 T-TEP Career day

Conducted at respective institutes at the end of T-TEP Curriculum.

Activity involves participation from the Toyota Dealers who are willing to recruit the students to their service force.

Students will get the overview of Dealer facilities and benefits offered to T-TEP students before a one to one session.

Students join the Dealers based on their willingness to join the Toyota network.

T-TEP General recorded a Recruitment Rate 69% which is highest till date compared to last three years avg. rate of 54%

T-TEP BP first batch had an overwhemling recruitment of 92%

Dealers Participation in the T-TEP Career Day

11th June 2010 GITI, Bangalore 2

22nd June 2010 DIVT, Haliyal 5

25th June 2010 BTI-ITC, Cochin 8

22nd June 2010 MCJITC, Chennai 5

24th June 2010 HEHNATI, Hyderabad 10

15th June 2010 SJITI, Mumbai FAITI, Mumbai 9

22nd June 2010 PCMCITC, Pune 10

16th June 2010 SGTBITC, Delhi SCVRITI,

Delhi SFTI, G'bad 20

24th June 2010 GITIK, Ahmedabad 7

29th June 2010 RAMATC, Kolkata 11

18th June 2010 UCIITC, Jalandhar 13

25th June 2010 GITI, Indore 4

NCE, Chindwara 4

30th June 2010 RITC, Jaipur 4

Total 112

Dealer partner presentation prior to interview

T-TEP General Recruitment

T-TEP BP Recruitment

One to one session with the T-TEP students

T-TEP Career day at Sir CV Raman Institute, Delhi

T-TEP Career day at Govt. ITI, Bangalore

1. T-TEP is an established program in India with 18 institutes with General and Body & Paint course contents offered to students.

2. Has been successful in contributing on a large scale to fulfill manpower requirement at fast growing Dealer network.

3. Students get an opportunity to join the Toyota Dealers through T-TEP Career day which is organised once in a year.

"I am still finding it difficult to believe that I have now got a job as Technician in an international company like TOYOTA because it is something anybody would dream to get; and I have got it! I am very happy about this achievement. It is also a dream come true for me that I got this job immediately on completing my studies at the ITC" SOORAJ K.K. (Amana Toyota)

"Everyone dreams to get a good job in an international organization like TOYOTA. I consider it a dream come true for me that I have realized this dream through the campus interview. Also, I feel proud to be known as a “TOYOTA TECHNICIAN”.Gagan Deep Singh(Galaxy Toyota)

10

BEST KAIZEN IDEA

Note: For any further assistance regarding Kaizen Ideas you can keep in touch with: tsm@tkm.co.in

Serviceshop Kaizen

Santanakrisnan

Kaizen Idea: Service Bulletin Sharing at Genba to all technicians

Area: Service shop

Dealer Name: Harsha Toyota, Chennai

Kaizen idea generated by: Santanakrisnan

Background:

Some of the technicians were not aware of the service bulletin and does not understand how to apply on the vehicle for any service bulletin sent from distributor. The technical leader informs verbally to all the technicians and was not effectively applied for the vehicles coming for repair.

Action Taken:

The technical leader informs to all the technicians regarding service bulletin by conducting a live demonstration on the vehicle. By this live demonstration it makes very easy to understand, apply effectively and quickly without any further instructions. By this way number of concerns can be cleared in a simple and quicker way.

Result: • Understanding level is high by technicians and also improves their skill to

perform quickly.• Achieve customer satisfaction through Fix it right the first time.• Time saving by the technician without any support/interference from

technical leader to perform the job.

Key Learnings:

Identify the Kaizen methods to ensure technical bulletins are implemented at the first time in a quick and effective method.

Front Office Kaizen

SelvakumarD. Vishwanathan

Kaizen Idea: Washing system trolley at Customer Vehicle Delivery area

Area: Front office

Dealer Name: Lanson Toyota (CN01A), Chennai

Kaizen idea generated by: D. Vishwanathan and Selvakumar

Background:

Service Front office mopping person has to move around with various items from vehicle to vehicle for tire polishing, final touch up for ensuring washing quality. Items carried by the mopping person like wiping cloth sponges, 3M materials, brushes etc kept in the reception area adds to poor 4S and poor appearance for customers. Also for taking the items, the mopping person frequently goes to washing area. All these were not looked good by customers as a professional approach.

Action Taken:

Designed a system trolley incorporating all the items required for the purpose of final touch up and tyre polishing. Additional facilities for keeping the wiping/mopping clothes provided. Air connection is also provided if one needs to check air pressure. The trolley can be moved around the service reception area wherever required. By this kaizen idea implementation, wastage of movement was eliminated and better professional way to give a final touch up before delivery of the cars to customers to meet washing quality.

Result: • Customer waiting time to rectify washing concerns is reduced as it is being solved on the spot.• Washing staff time is efficiently used without any muda movements from front office to washing bay.• CSI Factor related parameter increased as the customer is satisfied.• Cost involved for this kaizen is Rs.9000 per trolley.

Key Learnings:

Identify the Kaizen methods to increase the customer satisfaction through small ideas with good benefits.

AFTERKAIZEN

BEFOREKAIZEN

AFTERKAIZEN

BEST KAIZEN IDEA

11

Serviceparts KaizenKaizen Idea: Abnormality control method in parts warehouse

Area: Serviceparts

Dealer Name: Radiant Toyota, Bathinda

Kaizen idea generated by: Sanjay Jaiswal

Background:

Due to location mismatch few parts were not found in the locations. By this the picking time and searching time was more and the productivity of the parts staff was not utilized efficiently. This type of situation was faced frequently by the parts staff where there was no proper method to control the irregularity.

Action Taken:

To overcome this irregularity a board was procured & placed in the parts warehouse which is used to control the irregularity in parts warehouse. When any team member of the parts warehouse finds any irregularity in parts location, he writes the same on the board. In the daily meeting concern is discussed with parts manager & corrective action will be taken immediately. This kaizen helped to enhance the parts operations.

Result:

• Enhanced parts operations.

• As all parts are in correct locations, no time wastage in searching for the parts.

• Due to this kaizen method irregularity was managed in a efficient way.

Key Learnings:

Identify the Kaizen methods to ensure the smooth functioning of the parts operations

Sanjay Jaiswal

Safety and Environmental Kaizen

Jaison T Jacob

Kaizen Idea: Zero Spillage of used waste oil

Area: Safety & Environment.

Dealer Name: Nippon Toyota, Kottayam.

Kaizen idea generated by: Jaison T Jacob

Background:

The Generated waste oil from each vehicle is poured to smaller barrels causing spillage on Shopfloor. Storage of this waste oil on shopfloor and frequent oil disposals by the vendors was consuming more time and chances of spillage of oil was more.

Action Taken:

A 300 Litre used oil collection tank was kept in the shop floor. From this collection tank the oil was pumped daily once to a 3000 Litre tank located on the terrace of the building. Now the Vendor will transfer easily from the 3000 Litre storage tank to his tank without any spillage and without any difficulty.

Result:

• Oil spillage which leads to land contamination is completely eliminated.

• No storage of barrels on shop floor required.

• Technician time is saved for oil disposal with increased productivity.

• Rs. 18,000 is the cost involved to implement this kaizen idea.

Key Learnings:

Identify the kaizen methods to be environment friendly to eliminate pollution and save mother earth.

BEFOREKAIZEN

AFTERKAIZEN

825

Toyota Toyota Corolla Toyota Innova

775

725CSI Service

InitiationService Advisor

Service Facility

VehiclePickup

Service Quality

Inde

x Sc

ore

2010 India CSI Study

12

UPDATES

Overall customer satisfaction with dealer service averages 812 in 2010, an improvement of 27 points from 2009.

"The strong improvement in industrywide CSI performance during the past year is reflective of the success that manufacturers in India had in enhancing the customer experience at their dealerships."This is encouraging, given the challenges that dealerships face with recent increases in service volumes and the accompanying need to plan, modify and implement new systems and processes in order to accommodate the volumes."

The study finds that providing service customers with explanations of the work to be performed on the vehicle prior to servicing has a strong positive impact on the overall satisfaction. Implementation of this service standard has improved significantly from 2009.

"Customers who receive explanations in advance are able to determine

the complexity of the work to be done and gauge whether the cost of service and the time it takes to complete the service is reasonable. In addition, keeping customers informed of the vehicle status during servicing provides reassurance that work is being performed as explained, and helps customers plan when to pick-up their vehicle."

The study also finds that customers who are highly satisfied with the overall service performance of the dealer have higher levels of advocacy and loyalty to both dealerships and the brand. Among customers who are highly satisfied (service satisfaction scores averaging above 900), 86 percent state they "definitely will" revisit their service dealer for post-warranty service. In contrast, only 36 percent of highly dissatisfied customers (service satisfaction scores averaging below 748) say the same. Similarly, 86 percent of highly satisfied customers say they "definitely will" recommend the service dealer compared to 38 percent of highly dissatisfied customers.

2010 India CSI Factor Structure 2010 India CSI Factor Structure

The study, now in its 14th year, measures satisfaction among vehicle owners who visited their authorized dealership service center for maintenance or repair work during the first 12 to 24 months of ownership.

Redesigned in 2009, the study measures overall satisfaction by examining five factors (listed in the order of importance): Service quality; Vehicle pickup; Service advisor, Service facility; and Service initiation.

Overall customer satisfaction is measured on a 1,000 point scale, with a higher score indicating higher satisfaction. Dealer service is one of the key customer interfaces for automakers once a vehicle is sold. "This makes it imperative for brands and dealers to maintain high levels of satisfaction, as highly satisfying customer interactions help build favorable

impressions and build long-term brand loyalty."

The 2010 India Customer Service Index (CSI) Study is based on responses from more than 5,800 owners of more than 60 different vehicle models. The study was fielded from May to August 2010 and includes customers who purchased their vehicles between May 2008 and August 2009.

J.D.Power Asia Pacific conducts customer satisfaction research and provides performance analytics services in the automotive, information technology and finance industries. Together, they bring the language of customer satisfaction to consumers and businesses in China, India, Indonesia, Japan, Malaysia, Philippines, Taiwan, Thailand and Vietnam.

Vehicle Pickup• Timeliness of the pick-up process• Fairness of the charges• Helpfulness of staff at pick-up

Service Advisor• Courtesy/friendliness of Service Advisor• Responsiveness of Service Advisor• Thoroughness of Service Advisor explanations

Service Facility• Ease of driving in/out of facility• Convenience of location • Cleanliness of dealership• Comfort of waiting areaService Initiation• Ease of arranging service visit• Flexibility to accommodate schedule• Timeliness of hand over process

Service Quality• Total time required to service your vehicle• Thoroughness of maintenance/repair work

performance• Condition/cleanliness of vehicle return

CSI Service Initiation

2010 Customer Service Index (CSI) FactorsService Advisor

Service Facility

Vehicle Pickup

Service Quality

Best Worst

Factor Contribution - 11.3% 14.4% 13.9% 17.4% 43.1%

Maruti Suzuki 849 846 863 852 840 849

Total Industry 812 813 824 818 805 809

Fiat 801 809 800 803 800 799

Honda 789 791 800 791 782 787

Hyundai 785 784 790 790 783 782

Tata 779 786 790 795 777 770

Toyota 777 781 797 792 775 765

Chevrolet 771 774 784 780 766 765

Skoda 770 769 791 764 764 768

Ford 749 754 764 752 749 742

Mahindra 747 768 761 762 734 737

Mahindra-Renault 746 759 754 763 750 733

Max-Min Gap 103 92 109 100 106 116

2010 India CSI and Factors Scores CSI and Factors Scores Comparisons - Toyota

43.1%

CSI Index Weight

17.4%

14.4%

13.9%

11.3%

Rank Rank

2010 2009

1 1

- -

2 10

3 2

4 8

5 5

6 4

7 7

8 11

9 9

10 3

11 5

Maruti Suzuki

Total Industry

Fiat

Honda

Hyundai

Tata

Toyota

Chevrolet

Skoda

Ford

Mahindra

Mahindra-Renault

650 700 750 800 850

849

812

801

789

785

779

777

771

770

749

747

746

Index Score

UPDATES

13

Dr. Kalam with the Graduated students after the Graduation ceremony

Plant Visit of Dr. Kalam along with TKM top management Dr. APJ Abdul Kalam Addressing the Gathering

Lighting Ceremony at TTTI

Mr. Venkatesh Prasad and Mr. Sunil Joshi at TKM, Bidadi An Aerial View of Regional Parts Centre at Pune

Visit of Ex-president of India Dr. APJ Abdul Kalam to TKMThe Man of Dreams and Vision Mr. APJ Abdul Kalam visited TKM to address the Graduation Ceremony at Toyota Technical Training Institute on 30th.July 2010. He also visited the plant and Gurukul. He appreciated the motto of TKM i.e, Creativity, Courage and Challenge. During his address he spoke some igniting words to the audience at TTTI.

Visit of Cricket Idols to TKMAs brand ambassadors of Canara Bank, the cricket idols Venkatesh Prasad and Sunil Joshi visited the TKM Plant in the month of August 2010. They appreciated the plant functioning & processes and went away with golden memories in their mind. They were proud to tell that they own Toyota Vehicles in their home and they were satisfied with the Excellent performance and exemplary services.

Opening of New Regional Parts Centre at Pune (Talegaon)The New Regional Parts Centre is operational from Oct'2010. The New RPC is located in Talegaon, Pune with floor area of 3500 Sq.mtrs. The Regional parts centre at Pune will focus mainly on the parts daily delivery to West Region Dealers.

e-CRB training at MGF Toyota, Gurgaon for North Field Representatives

e-CRB Course and Promoter Coursee-CRB course was conducted at MGF Toyota, Gurgaon for TKM team members for a duration of 3 days. 2 days classroom training and 1 day practical training was conducted. Hands on experience was provided to all north FR's. Training was also given on check sheet usage, MRS KPI & EM KPI. The Newly trained members will be responsible to monitor e-CRB at Dealership.

Kodawari Promoter course was conducted at Ravindu Toyota, Bangalore & MGF Toyota, Gurgaon for TKM team members. Training was conducted by TKM Kodawari Instructor from Dealer Operations dept. Kodawari is a basic certification program which is a mandatory requirement to be achieved by the dealer every year. The Newly trained Promoters will be responsible for evaluating Kodawari Items and Prepare Action Plan for the dealer in order to achieve Kodawari Certification. As on date we have 18 certified, 24 provisional promoters and 28 certified evaluators.

Kodawari Promoter training at Ravindu Toyota, Bangalore from 29th - 31st July 2010

Kodawari Promoter training at MGF Toyota, Gurgaon from 14th - 16th Sept 2010

14

UPDATES

Toyota Marks Construction Start of Third Brazilian Plant (Brazil)

Line-off Ceremony for 'Auris HV' at TMUK (U.K.)

Outline of New Plant

Location

Start of production

Product lineup

Annual production capacity

Site area

Number of employees

Sorocaba, Sao Paulo

Mid - 2012

Newly developed compact cars

70,000 vehicles/year

Approx.3,700,000 m2

Approx. 1,500Sales to Be Rolled Out Across 32 European Countries from JulyBritish government minister Vince Cable, TME (Belgium) President Didier Leroy, and other guests attended a ceremony to mark the start of production of the "Auris HV", the first hybrid vehicle mass-produced in Europe.

The vehicle will be produced exclusively at TMUK. 30,000 units will be manufactured annually, and sales will be launched successively from July in 32 European counties.

TGB Distributor Celebrates 50th Anniversary (Malta)

Europe's first Toyota distributor, the Maltese firm of Michael Debono*, held a ceremony to mark its 50th anniversary. The Prime Minister of the Republic of Malta, TME Chief Coordinating Executive Makoto Sasagawa and TGB Chairman Naoya Taniguchi were among the guests at the ceremony, during which the first Toyopet Crown imported into Malta was displayed.Seiji Kai

TGB (UK)*Currently a TGB distributor

Including OEM sales

North America 1,329,371 (98%)

Central and South America 166,718 (125%)

Europe 526,391 (88%)

Africa 131,896 (95%)

China 510,700 (122%)

Asia (excluding China and Japan) 673,165 (136%)

Oceania 162,883 (112%)

Middle East 340,860 (115%)

Japan 1,150,211 (140%)

Total 4,992,195 (113%)

Toyota Sales World wide

Toyota Sales Performance by Region

Jan-Aug 2010 (units)

Year-on-year

Including OEM Sales

Production of New Compact Car to Begin in the Second Half of 2012Toyota do Brasil Ltda. (TDB) held a ceremony to mark the start of construction of a new plant in Sorocaba City, Sao Paulo. Sao Paulo Governor Alberto Goldman and TMC Executive Vice President Atsushi Niimi attended the ceremony.The plant will begin producing a newly developed compact car in the second half of 2012. The new plant will be constructed at a cost of approximately US$ 600 million and will create approximately 1,500 new jobs.

TME Opens European Customer First Training Centre (Belgium)

TMC Managing Officer Hiroyuki Yokoyama, TME President Didier Leroy and TME's Executive Vice-President Hiroyuki Ochiai Inaugurated the Customer First Training Centre (CFTC) in Zaventem, Belgium. CFTC was established with the objective of realizing the 6 key actions set out by TMC President Akio Toyoda to reinforce quality throughout Toyota through education and development of human resources.

The new training structure will focus on: • Quality education foundation • Quality basic concepts • Cross functional quality common know-how • Function specific quality skills

The centre and its cross-divisional projects will be managed by Necdet Senturk, Vice President Quality. Traditional classroom training, as well as info-sharing exhibitions and workshops will be among the tools used in this quality project that aims to enhance awareness of quality and the customer first spirit among Toyota employees in the European region.

UPDATES

15

No. Dealer Code

Dealership Name

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

33

34

35

36

37

38

39

40

41

42

43

44

45

46

47

48

49

50

51

52

53

54

55

56

57

58

59

60

61

62

63

64

65

66

67

68

69

70

71

72

73

74

75

76

77

78

79

80

81

82

83

84

85

86

AG02A

AM01A

BA01A

BR01A

CH01A

CH02A

DE01A

DL01A

DL03A

DL04A

DL05A

DL06A

GU01A

GU02A

GZ01A

HO01A

JA01A

JD01A

JP02A

JP03A

JU01A

KO01A

KP01A

KR01A

LE01A

LK01A

LK02A

LU01A

PA01A

UD01A

VN01A

BH01A

CA01A

CA02A

GW01A

JM01A

SI01A

PT01A

AH01A

AH02A

BO01A

GO01A

HI01A

IN01A

JB01A

KH01A

MU01A

MU02A

MU03A

MU04A

MU07A

NA01A

NG01A

PU01A

PU02A

RI01A

RJ01A

SU01A

TH01A

VA01A

GO01B

BL01A

BL02A

BL03A

CC01A

CM01A

CN01A

CN02A

CN03A

CO01A

HU01A

HY01A

HY02A

HY03A

KA01A

KT01A

MA01A

MD01A

NE01A

TC01A

TI01A

TR01A

VI01A

VJ01A

BG01A

ML01A

Sunny Toyota, Agra

Castle Toyota, Amritsar

Radiant Toyota, Bhatinda

Commercial Toyota, Barielly

Pioneer Toyota, Chandigarh

Globe Toyota, Chandigarh

Grand Toyota, Dehradun

Galaxy Toyota, Delhi [West]

Galaxy Toyota, Delhi [South]

Galaxy Toyota, Delhi [North]

Espirit Toyota, Delhi

Galaxy Toyota

MGF Toyota, Gurgaon

Grace Toyota, Gurgaon

Uttam Toyota, Ghaziabad

Castle Toyota, Hoshiarpur

Castle Toyota, Jalandhar

Rishi Toyota, Jodhpur

Om Toyota, Jaipur

Chandra Toyota, Jaipur

Shree Toyota, Jammu

Chandra Toyota, Kota

Sunny Toyota, Kanpur

Globe Toyota, Karnal

Shree Toyota, Leh

Sunny Toyota, Lucknow

Sunny Toyota, Lucknow

Radiant Toyota, Ludhiana

Pioneer Toyota, Patiala

Chandra Toyota, Udaipur

Rajendra Toyota, Varanasi

Field Toyota, Bhubaneshwar

Topsel Toyota, Kolkata

Topsel Toyota, Kolkata

Gargya Toyota, Guwahati

Bebbco Toyota, Jamshedpur

Topsel Toyota, Silguri

Buddha Toyota, Patna

Infinium Toyota, Ahmedabad

Infinium Toyota, Ahmedabad

Rajpal Toyota, Bhopal

Sharayu Toyota, Goa

Infinium Toyota, Himatnagar

Rajpal Toyota, Indore

Frontier Toyota, Jabalpur

DSK Toyota, Kolhapur

Shinrai Toyota, Mumbai

Lakozy Toyota, Mumbai

Madhuban Toyota, Mumbai

Millennium Toyota, Mumbai

Wasan Toyota, Mumbai

Wasan Toyota, Nasik

Grace Toyota, Nagpur

DSK Toyota, Pune

DSK Toyota, Pune

Akshay Toyota, Raipur

Infinium Toyota, Rajkot

Nanavati Toyota, Surat

Millennium Toyota, Thane

East Africa Toyota, Vadodara

Sharayu Toyota, Goa

Ravindu Toyota, Bangalore

Nandi Toyota, Bangalore

Nandi Toyota, Bangalore

Amana Toyota, Calicut

Anaamalais Toyota, Coimbatore

Lanson Toyota, Chennai [K]

Lanson Toyota, Chennai [V]

Harsha Toyota, Chennai

Nippon Toyota, Cochin

Shodha Toyota, Hubli

Dobro Toyota, Hyderabad

Harsha Toyota, Hyderabad

Radha Krishna Toyota, Hyderabad

Amana Toyota, Kannur

Nippon Toyota, Kottayam

United Toyota, Mangalore

Anaamalais Toyota, Madurai

Harsha Toyota, Nellore

Anaamalais Toyota, Trichy

Nippon Toyota, Thrissur

Nippon Toyota, Thriuvanathapuram

Leela Krishna Toyota, Visakhapatnam

Radha Madhav Toyota, Vijayawada

Shodha Toyota, Belgaum

Amana Toyota, Mallapuram

TSM-Basic [BP] ISO 14001e-CRB EM Kodawari

Customer Service DivisionToyota Kirloskar Motor Private LimitedPlot No. 1, Bidadi Industrial Area,Ramanagara District, Bidadi,Bangalore-562109Tel : +91-80-66292728Fax : +91-80-27287078E-mail : tsm@tkm.co.in

16

UPDATES

Arase Gowda S

Editor's Comment

Data Source : Jan - Oct 2010 (Retail Sales)Indian Auto Industry Update (2010)Indian Auto Industry Update (2010)

MPV Premium Share (Oct-10)MPV Premium Share (Oct-10)

Maruti Suzuki

Hyundai

TATA Motors

Mahindra

Mahindra Renault

GM

Ford

Toyota

Honda

Fiat India

Skoda

HM

BMW

Audi

Volvo

Mercedes Benz

Volkswagen

Nissan

Scorpio

Aria

Sumo

Tavera

Innova

Xylo

Honda 2.7%

Toyota 3.2%

Ford 3.6%

TATA Motors 12.8%

GM 4.7%

Mahindra 9.6%

Mahindra Renault 0.3%

Nissan 0.3%

Mercedes Benz 0.2%Volkswagen 1.1%

Audi 0.1%Volvo 0.01%

BMW 0.2%

Maruti Suzuki 43.9%

Hyundai 15.0%

Fiat India 1.0%Skoda 0.8%

HM 0.5%

C Segment Share (Oct-10)C Segment Share (Oct-10)

Cruze

Lancer

Elantra

Corolla

Octavia

L&K

Astra

Optra

Cedia

Laura

Civic

Civic Hybrid

Jetta

D Segment Share (Oct-10)D Segment Share (Oct-10)

Toyota Prius

Mercedes C Class

Volkswagan Passat

Audi A-4

BMW- 3 Series

Mercedes C Class 37.7%

Toyota Prius 1.5%

BMW- 3 Series 36.3%

Audi A-4 16.0%

Volkswagan Passat 8.6%

E Segment Share (Oct-10)E Segment Share (Oct-10)

Accord

Superb

Camry

Teana

Camry 4.2%Teana 3.4%

Superb 62.9%

Accord 29.5%

SUV Premium Share (Oct-10)SUV Premium Share (Oct-10)

Montero

X6

Prado

Land Cruiser

X3

XC-90

Q5

Q7

Touareg

X5

Q5 29.4%

XC-90 1.5%

X3 1.6%

Land Cruiser 2.5%Prado 8.8%

X6 6.9%

Q7 27.0%

Touareg 0.0%

Montero 2.0%

X5 22.1%

SUV Medium Share (Oct-10)SUV Medium Share (Oct-10)

Pajero

X -Trail

CRV

Grand Vitara

Outlander

Endeavour

Captiva

Fortuner

Tucson

Santa Fe

Captiva 8.6%

Fortuner 52.7%

Endeavour 15.6%

Outlander 6.3%

Grand Vitara 0.9%

CRV 1.5%

X -Trail 2.3%Santa Fe 3.9% Pajero 8.0%

Tucson 0.0%

Innova 28.8%

Xylo 19.8%

Scorpio 28.5%

Sumo 10.7%

Tavera 10.1%

Aria 2.2%

Cruze 27.2%

Civic Hybrid 0.0%

Civic 11.4%Jetta 8.0%

Corolla 31.4%

Lancer 0.0%

Optra 9.5%

Elantra 0.0%

Octavia0.0%

Cedia 1.6%

Astra 0.0%

Laura 10.9%

L&K 0.0%

Thanks for your attention on the CS Bulletin. We hope the articles were informative, interesting and useful to you. Through this bulletin you can share your views and any useful information that will be beneficial to other Toyota families. Kindly send us your valuable feedbacks and inputs that will make our bulletin more informative in future editions.