Реферат: Toyota Satisfaction Committee Essay Research Paper

to success of the committee structure. * Another key factor to success of the

committee structure is that each subcommittee is chaired by Toyota Vice

President execustives. * Executive leaders of the subcommittees are responsible

for involving all affected departments in determining problems and developing

action plans related to customer satisfaction. Their involvement secures support

and commitment for programs that address customer satisfaction issues.

INFORMATION FLOW THROUGH SUBCOMMITTEES The subcommittees play a major role in

gathering, analyzing, reporting, and distributing actionable information that

can be passed on to the appropiate department. * The subcommittee hears the

customer voice from a variety of sources: 1-800- calls, surveys, or externals

studies such as those of J.D. Powers. * Customer relations department reads the

voice-of-customers and feeds the subcommittees through monthly reports,

newsletters, and other communications. * The subcommittee reviews the

information and communicates it to the appropiate department for action. * The

information is then feed back to executive managers for review. * The committee

meets monthly and each subcommittee reports to the president on a quarterly

basis. SUBCOMMITTEE AUTHORITY AND RESPONSIBILITY * Mission of each subcommittee

is narrowly defined to ensure they can function. * The responsibility among the

departments is to achieve objectives not solely affected by an individual

department. This denies each department and workers the Luxury of being able to

send to problem on down to the next station and assume that somebody else will

fix it. * They establish their own specific plans for improving customer

satisfaction, but they have no implementation power. There are no resources in

the committee to do anything other than evaluate voice-of-customer data, come up

with a conclusion, and then decide on a action of plan. REGIONAL/PRIVATE

DISTRIBUTOR CUSTOMER SATISFACTION COMMITTEE * They are dedicated to solving

problems and setting standards at local levels. * As top priority, they target

high-volume, low satisfaction dealers on a monthly basis and urge them to follow

specific customer satisfaction plan. * Having these Regional/Private distributor