Toyota has a quality culture that focuses on customer satisfaction through continual improvement. Key aspects of Toyota's quality culture include teamwork, continuous learning, quality focus, and treating suppliers as partners. This is different from a traditional culture which prioritizes short-term profits over customer needs and views problems as individual issues rather than looking for root causes. Toyota strives for long-term objectives, customer-focused management, and strategic problem-solving through a process of constant improvement.
Capital Investment Case Waterways Corporation is a private.docxhacksoni
Capital Investment Case
Waterways Corporation is a private company providing irrigation and drainage products
and services for residential, commercial, and public sector projects, including farms,
parks, and sports fields. It has a plant located in a small city north of Toronto that
manufactures the products it markets to retail outlets across Canada. It also maintains a
division that provides installation and warranty servicing in the Greater Toronto Area.
The mission of Waterways is to manufacture quality parts that can be used for effective
water management, be it drainage or irrigation. The company hopes to satisfy its
customers with its products, provide rapid and responsible service, and serve the
community and the employees who represent it in each community.
Waterways puts much emphasis on cash flow when it plans for capital investments. The
company chose its discount rate of 8% based on the rate of return it must pay its
owners and creditors. Using that rate, Waterways then uses different methods to
determine the best decisions for making capital outlays.
In 2020 Waterways is considering buying five new backhoes to replace the backhoes it
now has at its installation and training division. The new backhoes are faster, cost less
to run, provide for more accurate trench digging, have comfort features for the
operators, and have associated one-year maintenance agreements. The old backhoes
are working well, but they do require considerable maintenance. The operators are very
familiar with the old backhoes and would need to learn some new skills to use the new
equipment.
The following information is available to use in deciding whether to purchase the new
backhoes.
Old Backhoes New Backhoes
Purchase cost when new $90,000 $200,000
Salvage value now $42,000 None
Investment in major overhaul needed in next year $55,000 None
Salvage value in 8 years None $ 50,000
Remaining life 8 years 8 years
Net cash flow generated each year $25,250 $ 41,000
Instructions
a. Using the following methods, evaluate whether to purchase the new equipment or
overhaul the old equipment. (Hint: For the old machine, the initial investment is the cost
of the overhaul. For the new machine, subtract the salvage value of the old machine to
determine the initial cost of the investment.) Ignore income taxes in your analysis.
1. Use the net present value method for buying new or keeping the old.
2. Use the payback method for each choice. (Hint: For the old machine, evaluate the
payback of an overhaul.)
3. Compare the profitability index for each choice.
4. Compare the internal rate of return for each choice to the required 8% discount rate.
b. Are there any intangible benefits or negatives that would influence this decision?
c. What decision would you make and why?
Capital Investment CaseInstructions
quality
Quality management
principles
http://www.iso.org
This document introduces seven quality .
Knowledge management is key to organizational success in today's changing environment. It involves blending information and data with people's skills, ideas, and experiences. Effective knowledge management provides organizations with a strategic advantage by aiding people to perform optimized processes through the collective application of knowledge. It consists of balancing people, processes, and technology, with people at the center driving knowledge application and innovation. The Toyota Way exemplifies knowledge management principles through continuous improvement and respect for people. Problem solving emphasizes understanding root issues and reaching consensus on solutions that are swiftly implemented through reflection and refinement. Tata organization's strategy similarly ensures value creation for all stakeholders by focusing on wealth, customers, costs, learning, and citizenship. Key metrics track progress in these areas
Know about the Lean common mistakes for a cultural change, and the Toyota Way model for the Lean Transformation, see a case example and some systems explanations.
Toyota Motor Corporation is a Japanese multinational automotive manufacturer headquartered in Toyota, Aichi, Japan. It was founded in 1937 and is the largest automaker in Japan by revenue. Toyota has over 364,000 employees worldwide and produces over 10 million vehicles per year, making it the first automaker to exceed that production milestone. Toyota's vision is to be the most respected and successful automotive company by delighting customers with a wide range of high-quality vehicles. Its core values include world-class production quality, achieving customer satisfaction, fostering teamwork, and operating ethically and honestly.
This document discusses several concepts useful for management, including vision, characteristics of vision, the process of materializing vision, mission, core competence, total quality management (TQM), business process reengineering (BPR), enterprise resource planning (ERP), empowerment, and the role of cyber cops. Some key points discussed include:
- A vision provides long-term direction for an organization while a mission outlines how the vision will be achieved.
- Core competence refers to an organization's unique skills and capabilities. TQM aims to achieve long-term success through customer satisfaction using strategies like continual improvement and fact-based decision making.
- BPR involves fundamentally rethinking and redesigning business processes to improve performance. E
This document discusses various quality excellence models and awards. It describes the EFQM model which focuses on enablers and results. It also discusses the Deming Award which recognizes organizations that have achieved improvements through TQM. Other awards mentioned include the MBNQA, RBNQA, and RGNQA. The document also provides information on ISO 14001 for environmental management systems and OHSAS 18001 for occupational health and safety management systems.
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Capital Investment Case Waterways Corporation is a private.docxhacksoni
Capital Investment Case
Waterways Corporation is a private company providing irrigation and drainage products
and services for residential, commercial, and public sector projects, including farms,
parks, and sports fields. It has a plant located in a small city north of Toronto that
manufactures the products it markets to retail outlets across Canada. It also maintains a
division that provides installation and warranty servicing in the Greater Toronto Area.
The mission of Waterways is to manufacture quality parts that can be used for effective
water management, be it drainage or irrigation. The company hopes to satisfy its
customers with its products, provide rapid and responsible service, and serve the
community and the employees who represent it in each community.
Waterways puts much emphasis on cash flow when it plans for capital investments. The
company chose its discount rate of 8% based on the rate of return it must pay its
owners and creditors. Using that rate, Waterways then uses different methods to
determine the best decisions for making capital outlays.
In 2020 Waterways is considering buying five new backhoes to replace the backhoes it
now has at its installation and training division. The new backhoes are faster, cost less
to run, provide for more accurate trench digging, have comfort features for the
operators, and have associated one-year maintenance agreements. The old backhoes
are working well, but they do require considerable maintenance. The operators are very
familiar with the old backhoes and would need to learn some new skills to use the new
equipment.
The following information is available to use in deciding whether to purchase the new
backhoes.
Old Backhoes New Backhoes
Purchase cost when new $90,000 $200,000
Salvage value now $42,000 None
Investment in major overhaul needed in next year $55,000 None
Salvage value in 8 years None $ 50,000
Remaining life 8 years 8 years
Net cash flow generated each year $25,250 $ 41,000
Instructions
a. Using the following methods, evaluate whether to purchase the new equipment or
overhaul the old equipment. (Hint: For the old machine, the initial investment is the cost
of the overhaul. For the new machine, subtract the salvage value of the old machine to
determine the initial cost of the investment.) Ignore income taxes in your analysis.
1. Use the net present value method for buying new or keeping the old.
2. Use the payback method for each choice. (Hint: For the old machine, evaluate the
payback of an overhaul.)
3. Compare the profitability index for each choice.
4. Compare the internal rate of return for each choice to the required 8% discount rate.
b. Are there any intangible benefits or negatives that would influence this decision?
c. What decision would you make and why?
Capital Investment CaseInstructions
quality
Quality management
principles
http://www.iso.org
This document introduces seven quality .
Knowledge management is key to organizational success in today's changing environment. It involves blending information and data with people's skills, ideas, and experiences. Effective knowledge management provides organizations with a strategic advantage by aiding people to perform optimized processes through the collective application of knowledge. It consists of balancing people, processes, and technology, with people at the center driving knowledge application and innovation. The Toyota Way exemplifies knowledge management principles through continuous improvement and respect for people. Problem solving emphasizes understanding root issues and reaching consensus on solutions that are swiftly implemented through reflection and refinement. Tata organization's strategy similarly ensures value creation for all stakeholders by focusing on wealth, customers, costs, learning, and citizenship. Key metrics track progress in these areas
Know about the Lean common mistakes for a cultural change, and the Toyota Way model for the Lean Transformation, see a case example and some systems explanations.
Toyota Motor Corporation is a Japanese multinational automotive manufacturer headquartered in Toyota, Aichi, Japan. It was founded in 1937 and is the largest automaker in Japan by revenue. Toyota has over 364,000 employees worldwide and produces over 10 million vehicles per year, making it the first automaker to exceed that production milestone. Toyota's vision is to be the most respected and successful automotive company by delighting customers with a wide range of high-quality vehicles. Its core values include world-class production quality, achieving customer satisfaction, fostering teamwork, and operating ethically and honestly.
This document discusses several concepts useful for management, including vision, characteristics of vision, the process of materializing vision, mission, core competence, total quality management (TQM), business process reengineering (BPR), enterprise resource planning (ERP), empowerment, and the role of cyber cops. Some key points discussed include:
- A vision provides long-term direction for an organization while a mission outlines how the vision will be achieved.
- Core competence refers to an organization's unique skills and capabilities. TQM aims to achieve long-term success through customer satisfaction using strategies like continual improvement and fact-based decision making.
- BPR involves fundamentally rethinking and redesigning business processes to improve performance. E
This document discusses various quality excellence models and awards. It describes the EFQM model which focuses on enablers and results. It also discusses the Deming Award which recognizes organizations that have achieved improvements through TQM. Other awards mentioned include the MBNQA, RBNQA, and RGNQA. The document also provides information on ISO 14001 for environmental management systems and OHSAS 18001 for occupational health and safety management systems.
Breaking down barriers to successful CSRMark Devan
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Startoday Ltd is a management consulting firm in Kigali, Rwanda that has helped clients achieve their strategic objectives since 2012. They offer services in accounting, auditing, taxation, and management consulting to provide clients with competitive advantages. Their team of experienced consultants helps transform businesses into more successful firms. Startoday aims to be the most trusted business partner and help entrepreneurs and leaders succeed in today's changing business world.
This document provides an overview of the organizational cultures of Tata Motors and Ford Motors. It discusses their general cultures, emphasis on innovation, strong ethics codes, focus on customer service, and commitment to social responsibility. Both companies aim to create a culture of integrity, excellence and responsibility to guide employees and meet customer needs. Tata Motors focuses on values while Ford aims to encourage cooperation across divisions. Their cultures play a key role in their success.
This document discusses strategic leadership and the strategy making process. It explains that strategic leadership involves managing strategy formulation, implementation, and competitive advantage. The strategy making process has 5 steps: setting vision/mission/goals, external analysis, internal analysis, strategy selection, and implementation. External analysis identifies opportunities and threats in the company's industry and environment. Internal analysis identifies strengths and weaknesses. Strategy selection aligns strategies to leverage strengths and address weaknesses given external factors. Implementation puts strategies into action. The goal is a viable business model and sustainable competitive advantage through superior performance.
The document provides background information on Coca-Cola Beverages Pakistan Limited (CCBPL). It states that CCBPL is a bottler of The Coca-Cola Company and has 6 plants and 13 warehouses throughout Pakistan. It discusses CCBPL's history of acquiring local bottling franchises and becoming the sole manufacturer and seller of Coca-Cola products in Pakistan. The document also briefly outlines CCBPL's departments and organizational structure.
This document discusses organizational mission and purposes. It defines an organization as a group working together to achieve objectives, and defines a mission statement as describing how a business will accomplish its vision. The document outlines the key characteristics, importance, components and benefits of effective mission statements, including focusing an organization's direction, facilitating decision-making, and motivating employees. It provides examples of mission statements from companies like Infosys, Walmart, Google, Toyota and others. Mission statements should define an organization and its aspirations while distinguishing it from competitors.
The document discusses key aspects of corporate success and strategy. It states that the key measure of corporate success is added value, which is the difference between a firm's output and the cost of its inputs. Several examples are given of companies like Microsoft that were adept at adding value. Successful companies effectively match their external relationships and capabilities. The document also discusses the importance of vision and mission statements in guiding corporate strategy and providing shared goals.
Developing Service Culture For SCA from Organizational DesignSeta Wicaksana
Competitive advantages based on pricing, product, or processes are often short-lived. And let’s face it, it’s no easy task to drive continuous growth and sustain a competitive edge in your industry. Market conditions can be volatile. Competitors are constantly nipping at your heels with shiny new products. Technology is evolving at a breakneck pace. Customers are demanding faster, more responsive, and personalized service. Employee values and expectations are shifting, with Millennials now comprising the largest generational cohort in the workforce.
One competitive advantage you can leverage consistently—a differentiator that can’t be duplicated—is your company culture. Your culture is unique to your organization, helping to shape your company’s brand identity, improve employee retention, and inspire and motivate your people. Companies are awakening to the business value of strong company culture; eighty-two percent of people responding to Deloitte’s 2016 Global Human Capital Trends survey characterized company culture as a potential competitive advantage.
Multicultural Apprenticeships -Strategic Partnership Lead The Pathway Group
The document discusses topics that will be covered in a presentation, including background information on the Multicultural Apprenticeship Alliance and its ecosystem. It discusses aspirations to become a strategic lead, focusing on customer growth, operational excellence, and sales/marketing. It also covers careers advice and support, the Gatsby Benchmarks, SWOT analysis, social media presence, collaborations, and championing change for BAME apprenticeships.
The document provides an overview of Toyota's business philosophy and principles known as "The Toyota Way." It discusses Toyota's company symbols and guiding principles, which focus on customer trust, technology, and growth. It also summarizes Toyota's approach to lean production, respect for people, problem-solving, and developing long-term partnerships with suppliers. The Toyota Way principles emphasize long-term vision, continuous improvement, respect for people, and eliminating waste to achieve high quality and efficiency.
This document discusses strategic quality planning and total quality management. It outlines three types of quality statements that are part of the strategic planning process: vision statements, mission statements, and quality policy statements. It then provides examples of each. The document also describes a seven step process for strategic quality planning: 1) discover customer needs, 2) determine customer positioning, 3) predict the future, 4) perform a gap analysis, 5) develop a plan to close gaps, 6) align the plan with organizational values, and 7) implement and monitor the plan. Quality and customer satisfaction are emphasized as central to an organization's future through this strategic planning approach.
The document discusses organizational culture at Tata Motors and Ford Motors. It defines organizational culture and explains its importance. It provides overviews of Tata Motors and Ford Motors, discussing their missions, visions, and histories. The document also covers the cultures at both companies, how they approach innovation, ethics, customer service, and social responsibility. It discusses the roles of CEOs in transforming company culture.
This document provides an overview of business environment fundamentals. It defines business, characteristics of business, and how factors like globalization, competition, and technology are changing business. It then defines internal and external environment. The internal environment includes factors like value systems, management structure, and human resources that a business can control. The external environment includes macro factors like the economy, society, and regulations, as well as micro factors like suppliers, customers, competitors, and public groups that influence business. It explores how the internal and external environments impact business decision making and performance.
This document provides an overview of total quality management (TQM) principles and concepts. It defines TQM and quality, lists the dimensions of quality, and discusses basic TQM concepts like management commitment, customer focus, workforce involvement, and continuous improvement. It also covers TQM principles, quality costs, quality planning, performance measures, recognition and reward systems, and process improvement techniques like statistical process control, Kaizen, and PDCA. The document is intended as a reference for students taking a course on TQM.
Toyota Central Motors is one of the largest Toyota dealerships in Pakistan. It offers a range of Toyota vehicles for sale including Corolla, Fortuner, and Land Cruiser. It also provides spare parts and maintenance services. The dealership follows Toyota's 3S concept of sales, service, and spare parts. It has over 250 employees organized across different departments. The dealership aims to increase market share through goals outlined in its strategic plan, which involves respecting employees, optimizing costs, and delivering value to customers. Customer relationship management is also a priority to build loyalty and understand customer needs.
This case study describes how an HR department partnered with a business to improve productivity through lean manufacturing techniques while also developing leadership talent. Consultants conducted a diagnosis of the organization, implemented projects to eliminate waste with employees, and provided training. This combined business process improvement with leadership development. Key activities included a 30% productivity gain, lean culture promotion through councils and rewards, and talent management through selection, reviews, and training.
- Tata Motors and Ford Motors have distinct organizational cultures that guide employee behavior and interactions. Tata places strong emphasis on ethics and social responsibility while Ford focuses on customer satisfaction and innovation.
- Both companies implement codes of conduct and ethics training to ensure lawful and ethical business practices. They also engage in social initiatives like rural development, healthcare access, and workers' rights advocacy.
- Key aspects of their cultures include annual performance reviews, customer service standards through dealer networks and roadside assistance, and CSR programs in areas like education, infrastructure and environment protection.
Management of Reward Strategy to drive superior performance1Raj N.kumar
This document outlines a company's total rewards strategy to attract, retain, and motivate top talent to drive superior performance. The strategy includes competitive compensation and benefits, work-life balance programs, recognition awards for high performers, and opportunities for career growth. Performance management and talent development processes are also discussed to ensure goals are set and employees' strengths and weaknesses are identified to help them improve. The rewards strategy is designed to align with the company's mission, values, and business objectives. Suggestions for enhancing the strategy include improving communication of benefits and making the programs more flexible and global.
This document discusses the concepts and principles of Total Quality Management (TQM). It defines TQM as a management approach that aims to continuously improve quality through customer satisfaction. The key concepts of TQM include continuous improvement, customer focus, operations improvement, and human resource development. The objectives of TQM are total customer satisfaction through addressing quality in all aspects of the organization. TQM consists of putting customers first, continuous improvement, aiming for zero defects, and training & development. Implementing TQM can lead to benefits like lower costs, satisfied customers, and well-defined cultural values. Examples of successful TQM implementations include Toyota and Tata Steel.
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1) Voice of the Customer (VOC) which captures customer requirements and feedback through historical data analysis and direct customer interaction.
2) Critical to Quality (CTQ) which identifies specific measurable characteristics that fulfill customer requirements.
3) Cause and effect diagrams, 5 whys, process mapping and other tools for analyzing processes and identifying sources of variation.
4) Continuous improvement methodologies like Kaizen, PDCA cycles, and standard operating procedures.
5) Total Productive Maintenance (TPM) which aims to eliminate equipment breakdowns through proactive maintenance.
6) Other tools for improving processes like single
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This document provides an overview of the organizational cultures of Tata Motors and Ford Motors. It discusses their general cultures, emphasis on innovation, strong ethics codes, focus on customer service, and commitment to social responsibility. Both companies aim to create a culture of integrity, excellence and responsibility to guide employees and meet customer needs. Tata Motors focuses on values while Ford aims to encourage cooperation across divisions. Their cultures play a key role in their success.
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This document discusses organizational mission and purposes. It defines an organization as a group working together to achieve objectives, and defines a mission statement as describing how a business will accomplish its vision. The document outlines the key characteristics, importance, components and benefits of effective mission statements, including focusing an organization's direction, facilitating decision-making, and motivating employees. It provides examples of mission statements from companies like Infosys, Walmart, Google, Toyota and others. Mission statements should define an organization and its aspirations while distinguishing it from competitors.
The document discusses key aspects of corporate success and strategy. It states that the key measure of corporate success is added value, which is the difference between a firm's output and the cost of its inputs. Several examples are given of companies like Microsoft that were adept at adding value. Successful companies effectively match their external relationships and capabilities. The document also discusses the importance of vision and mission statements in guiding corporate strategy and providing shared goals.
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Competitive advantages based on pricing, product, or processes are often short-lived. And let’s face it, it’s no easy task to drive continuous growth and sustain a competitive edge in your industry. Market conditions can be volatile. Competitors are constantly nipping at your heels with shiny new products. Technology is evolving at a breakneck pace. Customers are demanding faster, more responsive, and personalized service. Employee values and expectations are shifting, with Millennials now comprising the largest generational cohort in the workforce.
One competitive advantage you can leverage consistently—a differentiator that can’t be duplicated—is your company culture. Your culture is unique to your organization, helping to shape your company’s brand identity, improve employee retention, and inspire and motivate your people. Companies are awakening to the business value of strong company culture; eighty-two percent of people responding to Deloitte’s 2016 Global Human Capital Trends survey characterized company culture as a potential competitive advantage.
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This document provides an overview of total quality management (TQM) principles and concepts. It defines TQM and quality, lists the dimensions of quality, and discusses basic TQM concepts like management commitment, customer focus, workforce involvement, and continuous improvement. It also covers TQM principles, quality costs, quality planning, performance measures, recognition and reward systems, and process improvement techniques like statistical process control, Kaizen, and PDCA. The document is intended as a reference for students taking a course on TQM.
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QUALITY_CULTURE_IN_TOYOTA_COMPANY Exam.pptx
1. ADS411:QUALITY MANAGEMENT
DR MARNI GHAZALI
PRESENTED BY:
DG EZURA NATASYA BINTI AG MARJOKI 2018424464
MOHAMMAD SYAFIQ BIN RAITHAUDDIN 2018663638
MOHAMAD NOR RAHIM BIN IBRAHIM 2018663894
MUHAMMAD FAKHRUL FIKRI BIN MOHD ZAILI 2018639338
3. QUALITY
• Dynamic state associated with products, services, people
and environments that meets/exceeds expectations
(Goetsch & Davis, 2006)
• Quality and customer satisfaction are the same thing and
quality is a broad concept that goes beyond just product
quality to also include the quality of people,
processes, an devery other aspect of the organization
(Kaoru Ishikawa, 2011)
4. TOTAL QUALITY
• An approach to doing business that attempts to maximize
the competitiveness of an organization through the
continual improvement of the quality of its products,
services, people, processesand environments (2006)
• The unyielding and continually improving effort by
everyone in an organization to understand, meet and
exceed the expectations of customers (P&G, quaoted by
Evans & Lindsay, 2008)
5. TOTAL QUALITY MANAGEMENT
• Mutual cooperation of everyone in an organization and
associated business process to produce value-for-money
products and services which meet and hopefully exceed
the needs and expectations of customers (Dale et al,
2007)
• Total is covering whole, everyone must get involve in
continuos improvement and development. Quality referring
to customer satisfaction and expectation (delight
customer through quality practice). And as for
management as the people and processes to achieve the
quality goals of an organization (McDonald, 1939)
6. QUALITY CULTURE
• Quality culture can be define as a set of group values
that guide how improvements are made to everyday working
practices and consequent outputs, explanatory context.
• A set of taken-for-granted practices that encapsulate
the ideology of the group or organization.
• Culture of an organization is the embodiment of the core
values, guiding principles, bahviors, and attitudes that
collectively contribute to its daily operations
(National Association of Country & City Health
Officials, 2013)
7. COMMON CHARACTERISTICS OF QUALITY
CULTURE IN TOYOTA COMPANY
FEATURES OF TOYOTA'S QUALITY CULTURE
Teamwork
Continuous Improvement Through Learning
Quality
Secrecy
8. • Toyota uses teams in most of its business areas.
• Synergy of teamwork leads to greater capabilities and
success.
• Emphasizes the involvement of employees in their
respective teams.
• Every Toyota employee goes through a team building
training program.
9. • Toyota's quality culture facilitates the development of
the firm as a learning organization.
• A learning organization utilizes information gained
through the activities of individual workers to develop
policies and programs for better results.
• Toyota's quality culture highlights learning as a way of
developing solutions to problems.
• With this, the company is able to continuously improve
processes and output with the support of its quality
culture.
10. • The heart of Toyota's quality culture
• Toyota's ability to provide high quality automobiles
• Principle #5 of The Toyota Way, “build a culture of
stopping to fix problems, to get quality right the first
time.”
11. • Quality culture of Toyota Motor Corporation has a
considerable degree of secrecy
• Following the reorganization, the company's quality
culture now does not emphasize secrecy as much
12. • These characteristics of quality culture from Toyota
enable the company to continue growing
• However, the secrecy feature of Toyota's organizational
culture presents possible drawbacks because it reduces
organizational flexibility in rapid problem solving
13. Founded on August 28 937 by Kiichiro Toyoda
Products covering in automobile sector, luxury
vehicles, commercial vehicles and engine
Services covering in banking , financing and
leasing sector
14. To enhance customer satisfaction by providing high
quality serviceand valu for money
An aggressive customer satisfaction programme from show
room to parts and to workshop to foster customer
relationships
To service the Nation and the upliftment of society
Ethical approach towards customers and foster the need of
the customers
15. “Create vehicles that are popular with consumers”
• Provide world-class safety to protect the lives of customers.
• Provide optimization of energy/infrastructure to local communities.
• Put high priority on safety and promote product development with the ultimate
goal of “completely eliminating traffic casualties”.
• Deliver cars that stimulate and even inspire, and earn smiles from our customers.
• Address employees’ education under “Genchi-genbutsu” philosophy, which is to
go to the source to find the facts to make correct decisions, build consensus and
achieve goals at our best speed.
• Through true mutual trust with partners, contribute to the development of new
tecnology and improved expertise.
• Contribute to economic development of local communities with R&D operations
functioning effectively in each region.
16. • “Toyota will lead the way to the future of mobility,
enriching lives around the world with the safest and most
responsible ways of moving people. Through our commitment
to quality, constant innovation and respect for the
planet, we aim to exceed expectations and be rewarded with
a smile. We will meet our challenging goals by engaging
the talent and passion of people, who believe there is
always a better way”.
18. OPERATING PHILOSOPHY
• In an organization with a traditional culture, the primary focus is
return on investment and short-term profits
• In order to improve the organization’s bottom line on the next
quarter’s profit-and-loss statement, executives might decide to
“unload” a defective product in customers, put off critical
technology upgrades, or eliminate training programs for employees.
• In an organization with a quality culture, the core of the
operating philosophy is customer satisfaction
• Quality organizations focus on doing what is necessary to exceed
the reasonable expectations of customers. Such an approach can lower
profits in short run but is the key to long-term survival and
prosperity.
19. • Toyota's philosophy for its employees, who are supporting the
stable base of business, is institutionalized as The Toyota Way in
Human Resources Management.
• The aim of the Toyota Way in Human Resources Management is to
realize management with respect for people, that is, providing all
employees with opportunities to achieve social contribution and
self-realization through their work, and enabling them to exercise
their abilities to think, to be creative and to perform.
• This philosophy is shared by all Toyota affiliates around the
world. Based on the features of each region, it is reflected and
implemented in management and various policies.
• Toyota believes that these initiatives will not only lead to the
management with respect for people, but also to customer
satisfaction and social contribution, and thus the sustainable
growth of the company and society.
20. • Organization with traditional cultures typically
adopt short-term objectives.
• Organizations that adopt a quality culture plan
strategically
• They develop both long-and short-term objectives,
and they do so within the context of an
organizational vision
OBJECTIVES
21. • Organizations with traditional cultures tend to look inward.
• They are more concentrated about their needs than those of
customers.
• Organizations with a quality culture are customer-focused. Customer
satisfaction is the highest priority and is the primary motivation
driving continual improvement efforts.
• Toyota customer relations department, in all corners of the world
are responsible for providing assistance to clients on issues,
concerns, experiences and maintain a positive relationship,
communicating with customers, including telephone and e-mail, fax
and e-mail or in person.
MANAGEMENT APPROACH
22. • Organizations with traditional cultures tend to look
inward. They are more concentrated about their needs than
those of customers.
• Organizations with traditional cultures tend to look
inward. They are more concentrated about their needs than
those of customers.
• Toyota customers are most important to the company, and
in order to complete customer satisfaction, it is always
concern of ensuring that all customers receive the highest
level of service and easy access to the report of any
investigation.
ATTITUDE TOWARD CUSTOMERS
23. • There is a lot of finger pointing in organizations with a
traditional culture.
• Traditional organizations suffer from the “most valuable player
(MVP)” syndrome in which problem solving is viewed as an individual
undertaking wherein independent “heroes” operating all alone jump
into the breach to put things right just in the nick of time.
• When difficulties occur in organizations with a quality culture,
the focus is on identifying and isolating the root cause so that the
problem, and not just its symptoms, can be eliminated.
• Using a fundamental and strategic way to solve problems creates
consistency within an organization. When you base your results off
facts, experience and common sense, the results form in a rational
and sustainable way.
PROBLEM-SOLVING APPROACH
24. • There are 8 steps in applying Kaizen which are clarify
the problem, breaking down the problem, set the target,
analyze the root cause, develop countermeasure, implement
countermeasures, monitor results and process and last but
not least, standardize and share success.
In the first step which is ‘Clarify the Problem’.
Next step which is ‘Breakdown the Problem.
Followed by the third step called ‘Set the Target’.
Continue with the step number four which is ‘Analyze the Root
Cause’
Step five is then applied called ‘Develop Countermeasure’
Next is the step number six which is the ‘Implement
Countermeasures’
Step number seven called ‘Monitor Results and Process’
Last but not least is step number eight which is ‘Standardize
and Share Success’.
25. • In organizations with a traditional culture, suppliers
are kept at arm’s length in relationships that are often
adversarial.
• In organization with quality culture, suppliers are
viewed as partners.
• Toyota has worked closely with its suppliers in its
manufacturing.
• Toyota has globally implemented its Basic Purchasing
Policies according to the spirit of mutual benefit based
on mutual trust.
SUPPLIER RELATIONSHIPS
26. • In organizations with a traditional culture, performance
improvement is erratic, reactive undertaking that is typically
triggered by problems.
• In organizations with a quality culture, continual improvement of
processes, people, products, the working environment, and every
other factor that affects performance is at the very core of the
operating philosophy.
• Key Performance Indicators can be highly effective for exposing,
quantifying and visualizing muda (the lean term for waste).
• The essence of lean manufacturing and the central theme of the
Toyota Production System (TPS) is to eliminate waste – in other
words, to relentlessly eliminate all activities that do not add
value for the customer.
PERFORMANCE-IMPROVEMENT APPROACH