This issue of the Customer Service Bulletin provides updates on various Toyota activities from the last quarter: 1) It highlights the increase in customer satisfaction scores from 754 to 777 points and emphasizes the need to focus on service quality factors to achieve the goal of being the best customer service. 2) It introduces the newly launched Q-Service program aimed at promoting quick, qualified, and quality Toyota service. 3) The CS Page section provides details on initiatives to strengthen the service and parts value chain such as improving customer information management and regular customer retention activities. 4) It reports on the participation of Indian customer service champions in the 20th International Customer Service Champions Assembly in Japan where they received awards from the

1. 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
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November 2010
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BUILDING
RELATIONSHIPS
Toyota's Quick Service Toyota's Qualified Manpower Toyota's In-built Quality

2. 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>.

3. 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 delivery
Who 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
File
Contract
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

4. CS PAGE
04
Creation of new image of Toyota Service
Best 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
Communication
Q Service
Introduction
Quick
Promotion
Qualified
Promotion
Quality
Promotion
Q Service
Unveiling
Oct 2010 Nov 2010 Dec 2010 Jan 2011
DealerLevelMass
Mobile Service Van
Sales -Service Leaflets
Press Release / Web Promotion
CS Conf.
EM Model Supply
Sales Ad
Q Promise
Ad
SMS
SMS

5. ResponseServiceResolutionReach
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 Need
e-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 & Resolve
ECDR
*ECDR: Early Complaint Detection & Resolution
1. DIVA concept for unique facility
2. 2S Facility Guideline for Proactive Facility Creation
Facility at Customer Convenience NETWORK

6. 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
Retain
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 MDPP
3. Make Action Plan Based on Employee Satisfaction Survey
Promoting Excellence
Expectation from Dealer
Promote

7. 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
CostofOwnership
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
ServiceFacility
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
StaffCourtesy
1. Quality Gates (3 Nos.) Defined & Washing SOP provided
2. Resident Service Engineers deployment plan to enhance ED
Acccurate Repair on First Occasion
FixITRight
Specifications
Serviceparts Line Pricing
Price
Toyota
Etios
Vehicle Cost
Differential Labour Pricing
LabourRate
Current
Proposed
Replacement Interval [Km]
20,000 Km
20,000 Km
Fuel
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

8. 08
DEPARTMENTAL ACTIVITY
20th Annual Assembly of International C S Champions
Every 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

9. 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. 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.
AFTER
KAIZEN
BEFORE
KAIZEN
AFTER
KAIZEN

11. BEST KAIZEN IDEA
11
Serviceparts Kaizen
Kaizen 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.
BEFORE
KAIZEN
AFTER
KAIZEN

12. 825
Toyota Toyota Corolla Toyota Innova
775
725
CSI Service
Initiation
Service
Advisor
Service
Facility
Vehicle
Pickup
Service
Quality
IndexScore
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 area
Service 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) Factors
Service
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

13. UPDATES
13
Dr. Kalam with the Graduated students after
the Graduation ceremony
Plant Visit of Dr. Kalam along with TKM top managementDr. 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 TKM
The 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 TKM
As 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 Course
e-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. 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. 1,500
Sales to Be Rolled Out Across 32 European Countries from July
British 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 2012
Toyota 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.

15. 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-CRBEMKodawari

16. Customer Service Division
Toyota Kirloskar Motor Private Limited
Plot No. 1, Bidadi Industrial Area,
Ramanagara District, Bidadi,
Bangalore-562109
Tel : +91-80-66292728
Fax : +91-80-27287078
E-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
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you. Through this bulletin you can share your views
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