“Great international training
through modularisation.”
Toyota–in the world

Established in 1937

52 manufacturing
companies in
27 countries
and regions

Vehicles sold
in more th...
Cars

Quality

Service
Toyota quality
Quality

Product
quality

Customer
service
Customer service 3S philosophy

What does this stand for?
Customer service 3S philosophy

What does this stand for?
Accuracy

Caring

Trust

(Seikaku)

(Shinsetsu)

(Shinrai)
Regional headquarters

Toyota Motor Europe
NV/SA (TME)

Toyota Motor
Corporation (TMC)

Toyota Motor North
America, Inc. (...
Toyota Motor Europe Network
30 National Marketing and
Sales Companies (NMSCs)
56 countries
Technical training program background
Workshop tasks
100
80

60
40
20
0
Maintenance

Diagnosis
2005 TEAM21–Job based training
Maintenance and repair

Toyota Technician
Maintenance

Toyota Pro Technician
Repair

Diagno...
TEAM21 program parts
Classroom training

Blended learning

Certification program

e-Learning
TEAM21 deployment history
Local Program

Deployment
2008

Deployment
2011

No e-learning

e-Learning
2008

TEAM21

e-Learn...
Program issues

Out of date
Hard to maintain

Large volumes
Rigid structure

3Y Re-certification
Maintenance

Detailed rep...
Concept development

Business

Trainee

Training

Customer
(NMSC)
Outcome
Request to develop a modular competency driven program:
“Can the member successfully complete
the task according t...
Program review process
Content
development

Release to
NMSCs

Review on
Sharepoint

eLearning
development

Review
w/ NLG
t...
How the structure changed
Volumes
Hybrid

DMT
DT
PT
TT

DMT
DT

New Structure (V2)
PT
TT

HV Advanced diag. <C>
Motive for...
Did this concept solve the problem?

Easy to add / move LO’s around

LO’s can be grouped in various
modules in infinite va...
Maintenance instead of recertification
Recertification system
2011

2012

2013

1st Year

2010

2nd Year

3rd Year

Techni...
Final result
New program roll out reduced from 3 years to 1

Accuracy

Kindness

Trust
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Joost Segers, Toyota Motor Europe - The Power of Business-Led Learning

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Joost Segers, Toyota Motor Europe - The Power of Business-Led Learning

  1. 1. “Great international training through modularisation.”
  2. 2. Toyota–in the world Established in 1937 52 manufacturing companies in 27 countries and regions Vehicles sold in more than 160 countries and regions worldwide 9,747,762 vehicles sold worldwide in 2012 Market share (2012): 48.6% in Japan, 14.4% in USA, 4.5% in Europe More than 5.5 million cumulative hybrid sales Net revenue: €206 billion in FY 2012-13 Approx. 337,000 employees worldwide
  3. 3. Cars Quality Service
  4. 4. Toyota quality Quality Product quality Customer service
  5. 5. Customer service 3S philosophy What does this stand for?
  6. 6. Customer service 3S philosophy What does this stand for? Accuracy Caring Trust (Seikaku) (Shinsetsu) (Shinrai)
  7. 7. Regional headquarters Toyota Motor Europe NV/SA (TME) Toyota Motor Corporation (TMC) Toyota Motor North America, Inc. (TMA) Toyota Motor Asia Pacific Pte Ltd. (TMAP-MS)
  8. 8. Toyota Motor Europe Network 30 National Marketing and Sales Companies (NMSCs) 56 countries
  9. 9. Technical training program background Workshop tasks 100 80 60 40 20 0 Maintenance Diagnosis
  10. 10. 2005 TEAM21–Job based training Maintenance and repair Toyota Technician Maintenance Toyota Pro Technician Repair Diagnosis Toyota Diagnosis Technician Procedure based diagnostics Toyota Master Diagnosis Technician Symptom based diagnosis
  11. 11. TEAM21 program parts Classroom training Blended learning Certification program e-Learning
  12. 12. TEAM21 deployment history Local Program Deployment 2008 Deployment 2011 No e-learning e-Learning 2008 TEAM21 e-Learning 2011 Use E-learning
  13. 13. Program issues Out of date Hard to maintain Large volumes Rigid structure 3Y Re-certification Maintenance Detailed reports Not possible
  14. 14. Concept development Business Trainee Training Customer (NMSC)
  15. 15. Outcome Request to develop a modular competency driven program: “Can the member successfully complete the task according to the set criteria?” Competency Know Skill Attitude
  16. 16. Program review process Content development Release to NMSCs Review on Sharepoint eLearning development Review w/ NLG tool Review on LMS Translation
  17. 17. How the structure changed Volumes Hybrid DMT DT PT TT DMT DT New Structure (V2) PT TT HV Advanced diag. <C> Motive force suppr. control HV Sys. Basic diag. <C> HV diagnosis code logic THS Components <C>LO Skill to remove HV battery LO Work Safety <C> Disable HV for Service Then we grouped learning objectives into courses LO LO LO LO LO
  18. 18. Did this concept solve the problem? Easy to add / move LO’s around LO’s can be grouped in various modules in infinite variations Out of date Hard to maintain Large volumes Rigid structure 3Y Re-certification Maintenance Reporting on course modules closes the loop if you know which LO’s are included! Detailed reports Not possible
  19. 19. Maintenance instead of recertification Recertification system 2011 2012 2013 1st Year 2010 2nd Year 3rd Year Technician certified HERE Technician Certification EXPIRED Maintenance system 2013 Technician certified HERE 2014 2015 2016 Maintenance Curriculum 2014 Maintenance Curriculum 2015 Maintenance Curriculum 2016 CERTIFICATION NEVER EXPIRES
  20. 20. Final result New program roll out reduced from 3 years to 1 Accuracy Kindness Trust
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