Реферат: Toyota Satisfaction Committee Essay Research Paper

vehicles are still arriving at the dealerships. * So TMC/Japan study team

followed some shipments to the dealerships and discovered that the damage was

indeed occurring after the vehicles left Japan, when the vehicles were the

responsibility on TMS. * TMC reflected the proposal back to TMS that TMS itself

should make some improvements on the J1 initiative. INITIAL EFFORTS TO IMPROVE

QUALITY AT TMS * In 1989 they established a formal program defining standards to

accessory installation processes and quality at ports of entry. * Quarterly

audits provided feedback and encouragement. * They allowed dealership managers

to improve goodwill warranty adjustments on their own. THE TMS CUSTOMER

SATISFACTION COMMITTEE * The TMS customer satisfaction committee was established

to improve teamwork and communication between all departments by coordinating

the development of company-wide satisfaction activities. * The mission of the

committee can be summarized in the following chain of events: 1. TO strengthen

the dealer network, all TMS, activities, and product quality. 2. TO become

number one in customer satisfaction, with millions of satisfied customers and

high brand image. 3. TO achieve and maintain sales and volume of 1.5 million

annually by retaining former customers and attaining new ones. THE COMMITTEE

STRUCTURE * The committee structure is composed of the subcommittee chairmen,

Japan staff advisor, and a secretary. The structure is not permanent and the

committee maybe replaced if Toyota’s priorities change. * The committee promotes

communication and continues to oversee the work of the subcommittees, the

cross-functional work really gets done in the subcommittees. * The subcommittees

have became relatively powerful in this company, as far as getting work done

quickly. THE SUBCOMMITTEES * Each major operational area at TMS is represented

in a subcommittee made up of members responsible for instituting improvements in

customer satisfaction. * These subcommittees include sales and marketing, parts

and service, product quality, and Lexus. THE STRUCTURE OF SUBCOMMITTEES * The

subcommittees provide a forum for cross-department communication among top-level

representatives from diverse operational departments and for coordinated actions