Introduction to Toyota Afghanistan

HISTORY OF AUTOMOBILE

The history of the automobile actually began about 4,000 years ago when

the first wheel was used for transportation in India. In the early 15th

century the Portuguese arrived in China and the interaction of the two

cultures led to a variety of new technologies, including the creation of a

wheel that turned under its own power. By the 1600s small steam-powered

engine models had been developed, but it was another century before a

full-sized engine-powered vehicle was created.

In 1769 French Army officer Captain Nicolas-Joseph Cugnot built what has

been called the first automobile. Cugnot’s three-wheeled, steam-powered

vehicle carried four persons. Designed to move artillery pieces, it had a top

speed of a little more than 3.2 km/h (2 mph) and had to stop every 20

minutes to build up a fresh head of steam.

As early as 1801 successful but very heavy steam automobiles were

introduced in England. Laws barred them from public roads and forced

their owners to run them like trains on private tracks. In 1802 a steam-

powered coach designed by British engineer Richard Trevithick journeyed

more than 160 km (100 mi) from Cornwall to London. Steam power caught

the attention of other vehicle builders. In 1804 American inventor Oliver

Evans built a steam-powered vehicle in Chicago, Illinois. French engineer

Onésiphore Pecqueur built one in 1828.

British inventor Walter Handcock built a series of steam carriages in the

mid-1830s that were used for the first omnibus service in London. By the

mid-1800s England had an extensive network of steam coach lines. Horse-

drawn stagecoach companies and the new railroad companies pressured

the British Parliament to approve heavy tolls on steam- powered road

vehicles. The tolls quickly drove the steam coach operators out of business.

During the early 20th century steam cars were popular in the United States.

Most famous was the Stanley Steamer, built by American twin brothers

Freelan and Francis Stanley. A Stanley Steamer established a world land

speed record in 1906 of 205.44 km/h (121.573 mph). Manufacturers

produced about 125 models of steam-powered automobiles, including the

Stanley, until 1932

AUTOMOBILE IN THE 20TH CENTURY

For many years after the introduction of automobiles, three kinds of power

sources were in common use: steam engines, gasoline engines, and electric

motors. In 1900 more than 2,300 automobiles were registered in New York

City; Boston, Massachusetts; and Chicago, Illinois. Of these, 1,170 were

steam cars, 800 were electric cars, and only 400 were gasoline cars.

Gasoline-powered engines eventually became the nearly universal choice

for automobiles because they allowed longer trips and faster speeds than

engines powered by steam or electricity.

But development of gasoline cars in the early 1900s was hindered in the

United States by legal battles over a patent obtained by New York lawyer

George B. Selden. Selden saw a gasoline engine at the Philadelphia

Centennial Exposition in 1876. He then designed a similar one and obtained

a broad patent that for many years was interpreted to apply to all gasoline

engines for automobiles. Although Selden did not manufacture engines or

automobiles, he collected royalties from those who did.

Advances in automobile technology in the 1980s included better engine

control and the use of innovative types of fuel. In 1981 Bayerische Motoren

Werke AG (BMW) introduced an on-board computer to monitor engine

performance. A solar-powered vehicle, SunRaycer, traveled 3,000 km

(1,864 mi) in Australia in six days.

OTHER IMPROVEMENTS

During the 1980s and 1990s, manufacturers trimmed 450 kg (1,000 lb) from

the weight of the typical car by making cars smaller. Less weight, coupled

with more efficient engines, doubled the gas mileage obtained by the

average new car between 1974 and 1995. Further reductions in vehicle size

are not practical, so the emphasis has shifted to using lighter materials,

such as plastics, aluminum alloys, and carbon composites, in the engine and

the rest of the vehicle.

Looking ahead, engineers are devising ways to reduce driver errors and

poor driving habits. Systems already exist in some locales to prevent

intoxicated drivers from starting their vehicles. The technology may be

expanded to new vehicles. Anti-collision systems with sensors and warning

signals are being developed. In some, the car’s brakes automatically slow

the vehicle if it is following another vehicle too closely. New infrared

sensors or radar systems may warn drivers when another vehicle is in their

“blind spot.” Catalytic converters work only when they are warm, so most

of the pollution they emit occurs in the first few minutes of operation.

Engineers are working on ways to keep the converters warm for longer

periods between drives, or heat the converters more rapidly.

TOYOTA AFGHANISTAN

Afghan Auto Limited (AAL) is authorized distributor of Toyota Motor

Corporation in Afghanistan. This company has recently started its activities

in kabul and will extend to other provinces of the country in the future. The

company is 100% owned by Afghan nationals and is operated by Afghan

management.

Objectives:To bring world class Toyota line-up to Afghanistan

To provide best quality back-up services for the

satisfaction of customer

Challenges:

In order to achieve our objectives, AAL will provide best quality products,

high quality services and high quality customer Contact.These functions are

followed continuously and simultaneously at the highest level of

performance.

Vision Statement of Toyota Afghanistan:

We are committed to delight customers by providing them with a friendly

service. Our team of professionals understands customer’s needs and

addresses them through strong follow up using modern technology.

We are ambitious, skilled and socially responsible. We posses solution

oriented knowledge and deliver results in a way that is admired even by

competitors.

Furthermore We believe “Our best Marketing Team, Our best Sales Team is

our strength”

Toyota Awards for Afghan Auto Limited- Mar 16, 2007: Toyota Motor Corporation, Japan acknowledges the performance of the

Afghan Auto Limited by awarding:

Toyota Marketing Award 2006 –− Overall

Customer Service Prize for Achievement 2006−

Toyota Marketing Award for Excellence 2006 – Vehicles

Mr. Habib Gulzar, Chairman, AAL, received these awards from Mr.

Katsuaki Watanabe, President, Toyota Motor Corporation during his visit to

Japan on March 01, 2007.

CEO'S: MESSAGE (HABIB GULZAR)

We continue to strive to be a better group in Afghanistan and also commit

to contribute a lot for economic stability and development of Afghanistan

by enhancing govt. revenue through taxes, earning foreign exchange

through exports, serving our clients, protecting our shareholders /

investors, creating jobs for the community of this area and helping to have

the healthy environment. Future is linked with the adaptation of latest

technology and techniques and we certainly continue to up- date our unit’s

machinery and equip our human resources with modern techniques to

keep pace with the time. Employees have contributed a lot, for that we

have achieved and it is with them that we will continue to surpass our past

achievements.

TERM & CONDITIONS OF PURCHASE OF VEHICLES:

The prices are suggested Retail price, Ex-factory per unit inclusive of sales tax.

Any impact on prices due to change in Government levies, tariff, fiscal policies,

import policies etc will be in customers account.

The above prices are provisional and subject to change with out any prior notice.

Prices at time of delivery will be final.

The prices are exclusive of transportation, transit insurance charges etc which are to be charged at the time of delivery.

Order taken from customer is governed by the Provisional Booking Order Form (PBO) and is under its terms and conditions.

We reserves the right to change the specification with out any notice

THE 3’S SYSTEM OF TOYOTA

Toyota Azad Motor is based on 3'S System that is SALE, SERVICE, SPARE

PARTS.

SALES

Our trained and highly qualified sales staff will specially provide you

complete product and service details in comfortable atmosphere.

SERVICE

We have Toyota trained technicians who efficiently take care of your

vehicle.

SPARE PARTS

Our commitment does not end just by making a sale when we sell you a

Toyota; we undertake a never ending commitment for total product

support. Our fully stocked spare parts warehouse will readily take care of

your needs for Toyota genuine parts.

Toyota 3'S (Sale, Service, Spare parts) System gives you 3 good reasons why

you should purchase your vehicle only from your authorized Toyota

dealers:

They sell you a Toyota matching the specifications to specific local and national requirements.

Only they provide reliable after sales and warranty service. The technical staff are fully trained to these Toyota Vehicles Only.

An ample supply of parts is available for maintenance, service and repair of the Toyota Vehicles designed for your country.

We make Customers for Life with our 6 stars:

Providing quality service.

Timely delivery.

Courtesy and concern for our customer.

Investing in high tech workshop equipment.

Training of our technical team at all levels for precision jobs repairs.

Implementing ISO-9000 Systems to ensure optimum quality of service

OUR CLIENTS:

Products and Services

LAND CRUISER 70 SERIES

Proven toughness & reliability in harsh environments

For over 40 years, since its debut in 1954, the Land Cruiser has built a reputation

for commercial utility, rugged durability, total reliability and exceptional

performance in diverse driving environments, whether on or off the roads in

deserts, mountains, arctic plains or tropical terrain.

Both models on offer - Pick-Up & Hardtop - feature part-time 4WD which will allow

you to adopt the best driving performance for the road surface conditions.

The latest addition to the Land Cruiser line-up the semi-long wheelbase 5 door Hardtop.

The new semi-long wheelbase has five doors to make it easy to get into and out of the

spacious cabin. Its combination of exceptional off-road performance, convenience and

driving pleasure brings greater efficiency to every job.

Available with two seating configurations, the Land Cruiser Hardtop will serve you with

years of service and impeccable reliability. Its record earned over decades of abuse

throughout the developing world speaks for itself.s Enjoying the same utilitarian appeal

and exemplary reputation for sheer unburstability, the legendary Land Cruiser Pick-Up

has proven to be the best light-duty four-wheel-drive pick-up in the business.

MODELS :

Land Cruiser hardtop STD 10-seater (HZJ76l/r-RKMRS)

The latest addition to the Land Cruiser line-up the semi-long wheelbase 5 door Hardtop.

The new semi-long wheelbase has five doors to make it easy to get into and out of the

spacious cabin. Its combination of exceptional off-road performance, convenience and

driving pleasure brings greater efficiency to every job.

The large interior of the Hardtop is maximised to carry personnel, yet the easily foldable

benches allows an impressive amount of cargo to be loaded when not in use thereby

extending the level of flexibility of the 10-seater.

The spacious cabin is a comfortable environment that lets you concentrate on driving.

The driver's seat is firmly supportive and designed to keep your knees and arms relaxed.

Legroom is ample, allowing comfortable pedal operation. Cockpit meters are positioned

to allow reading at a glance, while all the switches are placed within easy reach of the

driver.

Land Cruiser Hardtop STD 6-seater (HZJ78L/R-RJMRS)

The Land Cruiser which manages to provide total ability on and off the road with the

added flexibility of comfortable travel in a conventional seating layout.

The 6-seater maximises driver and passenger comfort, while maintaining a cavernous

cargo area in the rear.

The spacious cabin is a comfortable environment that lets you concentrate on driving.

The driver's seat is firmly supportive and designed to keep your knees and arms relaxed.

Legroom is ample, allowing comfortable pedal operation. Cockpit meters are positioned

to allow reading at a glance, while all the switches are placed within easy reach of the

driver.

Land Cruiser Hardtop STD 13-seater (HZJ78L/R-RJMRS)

A workhorse vehicle if ever there was one, the Hardtop is a true champion when it

comes to a safe and effective means of transportation of personnel and equipment over

the harshest of conditions.

The large interior of the Hardtop is maximised to carry personnel, yet the easily foldable

benches allows an impressive amount of cargo to be loaded when not in use thereby

extending the level of flexibility of the 13-seater.

The spacious cabin is a comfortable environment that lets you concentrate on driving.

The driver's seat is firmly supportive and designed to keep your knees and arms relaxed.

Legroom is ample, allowing comfortable pedal operation. Cockpit meters are positioned

to allow reading at a glance, while all the switches are placed within easy reach of the

driver.

Land Cruiser Pick-Up STD (HZJ79L/R-TJMRS)

Widely considered to be the ultimate light-duty, off-road truck, The Land Cruiser Pick-Up

enjoys a devout following all over the world! Its blend of power, comfort and sheer

ability has earned it a reputation which makes it practically unchallenged and in a class

of its own!

Available as a flexible 3-seater, the Pick-Up provides comfort when you most need it - on

long runs!

The spacious cabin is a comfortable environment that lets you concentrate on driving.

The driver's seat is firmly supportive and designed to keep your knees and arms relaxed.

Legroom is ample, allowing comfortable pedal operation. Cockpit meters are positioned

to allow reading at a glance, while all the switches are placed within easy reach of the

driver.

HILUX

The Hilux remains the definitive all-rounder

The Hilux has a dynamic presence that integrates advanced power. These are the

qualities that make the Hilux the leader of a new generation. Big, strong and stylish,

the Hilux sets the standards for a new generation. Hard-working and rugged, its

advanced capabilities and features will make sure you get the job done. The dynamic

power and stylish comfort of the Hilux are available in a range of models to fit every

purpose. The all-new Hilux with its new body, engine and chassis meets all your

demands every time you drive and sets new standards for the pickup model.

The Hilux range of body styles kicks off with the Single Cabin, a no-nonsense load-

lugger with the added appeal of the largest cargo deck in its class. Built for the tough

jobs, the large load capacity coupled with its four-wheel-drive capability helps you to

do more each day.

The Double Cabin version of the Hilux range adds extra versatility with two extra

doors and room for three more passengers. It is now the largest pickup in its class

with luxurious interior styling focussed on spaciousness and comfort. Available with

class leading petrol and diesel powerplants, the Hilux Double Cabin provides the

perfect blend between passenger car and pick-up truck.

MODELS:

LHD 3 seater 3.0D (LAN25L-TRMDEN)

The Hilux range of body styles kicks off with the Single Cabin, a no-nonsense load-

lugger with the added appeal of the largest cargo deck in its class. Built for the tough

jobs, the large load capacity coupled with its four-wheel-drive capability helps you to

do more each day.

Despite having the largest cargo deck in its class, when you step inside the Single

Cabin you experience a high quality sedan interior. The elegance and sophistication

exceeds all previous pickup standards.

New generation standards: the Hilux provides car-like quiet and comfortable space.

The powerful air conditioner quickly cools the cabin to your preferred temperature.

With such a sophisticated car-quality driving environment, the Hilux will change your

ideas on comfort and ease of control. The sporty touches in the interior are apparent

in the stylish 3-eye combination metre. The excellent visibility and clear display of

critical information communicate driving status at a glance. The two-tone colour,

distinctive flowing lines and strong form of the instrument panel add to the feeling of

modern sophistication.

LAND CRUISER STATION WAGON 200 SERIES

The legendary Land Cruiser, a truly dominant 4WD vehicle, has been routinely taming

the wildest terrains on earth for over 50 years. In the process, it has played an essential

role in the lives of a wide variety of people and a large number of organisations around

the world. The legend continues with the new Land Cruiser, the natural successor to the

line and a continuing symbol of strength and reliability.

To begin with it has all-terrain performance which defines this model's status as "King of

4WD's" the all-new Land Cruiser 200 Series has been tested and proven in the world's

most gruelling driving conditions. It has been re-built from the ground up based on the

overriding guiding principle that it should be even tougher and even more reliable than

the model which it has replaced. The overall result is unrivalled vehicle stability both on

and off-road.

MODELS:

Land Cruiser 200 GX Diesel 8 seater (Auto) (VDJ200L/R-GNTNZ)

The perfection of this new model is in the details. Nothing has been forgotten, inside or

out, optimising convenience and comfort for all concerned. This is how the legend will

continue to grow through the all-new Land Cruiser.

Within the new King of 4WD's massive exterior presence which has been consciously

designed to make a statement, the luxurious interior leaves a lasting impression with

everyone who experiences it. There is a sense of authority as you take your place behind

the driving wheel with all the necessary controls at your fingertips. High quality and

user-friendly functionality are blended together perfectly to make the driving

experience a memorable one.

Land Cruiser 200 GX Petrol 8 seater (Man) (GRJ200L-GNMNK)

The perfection of this new model is in the details. Nothing has been forgotten, inside or

out, optimising convenience and comfort for all concerned. This is how the legend will

continue to grow through the all-new Land Cruiser.

Within the new King of 4WD's massive exterior presence which has been consciously

designed to make a statement, the luxurious interior leaves a lasting impression with

everyone who experiences it. There is a sense of authority as you take your place behind

the driving wheel with all the necessary controls at your fingertips. High quality and

user-friendly functionality are blended together perfectly to make the driving

experience a memorable one.

Land Cruiser 200 GX Petrol 8 seater (Auto) (GRJ200L-GNMNK) Land Cruiser 200 GX Petrol 8 seater (Man) (GRJ200L-GNMNK)

Land Cruiser Prado 150 Series

With a heritage that dates back over half a century, the Land Cruiser's unrivalled off-road

performance and durability have earned it a rock-solid reputation for reliability.

And now - inheriting the pedigree of its predecessors while simultaneously realizing

superior on-road performance and interior versatility at a high level - the all-new Land

Cruiser Prado takes a major step forward.

TGS offer the Prado TX, and the Prado TXL. Both models have outstanding interior design

giving a refined sense of control. The large gauges in the combination meter provide all

the required driving information at a glance. The comfort level is really impressive and

both models have plenty of space made even more versatile with the third row of seats

folding flush-with-floor and giving plenty of additional load space on demand.

In town, you won't find a more stylish and comfortable four wheel drive. In terms of

refined design, maneuvrability and versatility this is a car which ticks all the boxes.

Off-road, the Prado behaves impeccably. The excellent ground clearance with high

approach and departure angles, as well as unrivalled roll over gradients allow almost

unlimited driving in rough terrain, deep complex turns and all variety of steep tortuous

hill climbs.

COROLLA SEDAN

The Corolla's distinctive and individual styling sets it apart from the norm without

sacrificing its reputation of extreme reliability. It's a new embodiment of the

commitment to high quality, comfort and attention to detail that makes the Corolla one

of the world's most popular cars.

AMBULANCES HARDTOP/HIAC

Four-wheel-drive ambulances play a vital role in providing medical assistance to those

living in areas not normally accessible by normal city-bound ambulances. The Land

Cruiser Hardtop Ambulance will provide a real lifeline to those in rural communities in

need of urgent medical attention and is the preferred four-wheel-drive ambulance

among aid agencies working in the developing world.

SERVICES

OUR SERVICES HILIGHTS:

Engine diagnostic and tune-up

Painting

Denting

Break testing on tester and overhauling

Computerized 4-wheel alignment

Air conditioning repair and installation

Engine overhaulig

Chassis adjustment on cellete bench

Spray and bake painting

Break down recovery service

Vehicle service record keeping

Waiting lounger for customers

Pick and drop facility

Wash and lurication

Manual/Automatic transmission overhauling

Under coating /rust protection

Vehicle interior cleaning

Complete body epairing facility

Car polishing

Electronic wheel balancing

Departments and Structure of the Company

MARKETING DEPARTMENT

The marketing department of the firm comprises of highly qualified, dedicated and hard

working team, equipped with the latest marketing techniques. Basically the company is

using various methods in order to strengthen its step in afghanistan market by saisfying

the needs and wants of the people and by usig various advertising methods and

compigns.

As far as advertising methods and techniques and methods are concerned three types of

advertisements are used by the company:

1.BANNER ADS: ToyotaAfghanistan uses banner ads in different parts of the kabul and

cities in afghanistan in order to advertise their products and services. These banners are

very helpful in order to enhance the awareness of the people.

2.TV ADS: As far as this medium is concerned Toyota afghanistan rarely advertise their

products and services through TV channels and this medium is in rare use of the toyota .

3.IN-SHOP ADVERTISEMENT: It is the most used technique of advertisement in Toyota

Afghanistan. Let me give you a detail information about the concept of the in-shop

advertisement.

HOW DOES IN-SHOP PROMOTION OOST SALES?

In shop promotion is aimed at toyota owners and /or those who visit dealers for service.

Such customers already have an interest in the Toyota brand. Therefore, it is far easier

to encourage such customers to make purchases by providing them with appropriate

information during visits than by communicating with general consumers outside the

shop via mass advetising. The major importance of in-shop promiotion is that it converts

customers attacted by mass adverrtising adivities in to loya customers. The following

activities are aimed through in-shop promotion:

Boost product understanding

Purchasing decision

Expand volume of repeat customers

Extra sales

Increase customer loyalty

In-shop promotion is a device that stimulates an active desire to purchase. Simmply by

setting up in-shop pomotion, customers ae guided around the shop and made aware of

the appeal of poducts setting up in-shop promotion performs the task of guiding

customes around the shop, making them aware of produc features, prices,etc. in place

of staff and assists in the process of making decisions to bu. In summary, effective in-

shop promotion provides major assistance both in customer purchase and staff selling

activities.

MERITS OF IN-SHOP PROMOTION:

At-a-glance Product Information: by simply looking at in-shop promotion,

cusomers can appreciate product features and recommendations. Customers

can look around with no pressure of being sold.

Increased Sales Eficiency: in-shop prootion tools, such as product samples, give

customes the opportunity to look and touch and imagine the products in actual

use these tools assist sales staff and improve communication efficiency.

ROLE OF IN-SHOP PROMOTION:

Product Awareness: informs customers about unfamiliar products and services

Promotion of Product Appeal: promotes product Features, price, value for

oney and new product releases

Promotion of Sales Coners: clearly identifies where the sale is going on in the

shop. Boosts interest in sales coners by informing customers of campigns nd

events.

In-shop Image Creation: provices customers with the feeling of seasonal

campigns and creates aa pleasant atmosphere.

Shop Guidance Tools: Provides information about service waiting periods

reservations, and service advisors etc.

PLANNING OF IN-SHOP PROMOTION: Creating effective in-shop promotion tools that

contribute to improved sales is more than just throwing andom thoughts together

and putting them on display what products, what features, how to express them,

what tools to use and what to keep in mind in terms of display design are all

important questions to be answered. In this chapter we will consider five clear steps

or creating in-shop prmotion:

Determine Products to Promote: The basis for all promotional activities is to

make a clear decision about what products you want to sell. He irst step is to

decide which producs in the shop you wish to sell.

Determining Products to Promote: Apeal to customers in a timely, effective

fashion by introducing in-shop promotions linked with sales plans. Many

dealers design and carry out in-shop promotion in accordance with their own

annual business plans. In addition, dalers are expected to cary out in-shop

promotion of those products specified by distrivtor;s sales plans.

Choosing Selling Points: consider features to promote in order to enhance

sales o particular products. After deciding whih products to sell, it is important

to decide what points should be highlighted. In order to do so, first, make sure

you understand the strengths of Toyota Genuine Parts.

Core Values of Toyota Brand

1. Quality

2. Durability

3. Reliability

Deciding Approach and Method: choose the most efective way to

communicate the selling no matter how good the product or service is,

customers are not ging to by it unless you attract their attention and interest.

That is why in-shop promotion must grab your customers’ attention on first

glance with a simple and clear approach the following are the basic

approaches to consider.

1. Comparison

2. Warning

3. Imagination

Selection of Effective Tools: choose tools that can present concrete Examples.

Choosing tools that clearly demonstrate your arguments is the next step after

choosing products and selling points, and how to promote them. Take a look

at the followig tools and their special characteristics.

SALES DEPARTMENT

The Sales department is related to the sales of the Vehicles, The Sales department

includes Customer Services (CS), Vehicle Delivery Inspection Quality (VDIQ), Record

Maintenance, and Inquiries & Complaints Handling.

Customer Service

Customer service department is related to the external customer who is come to Toyota

for the purchasing and booking of the Toyota Vehicle of any variant. The Customer

service staff is well trained and sophisticated person because these are the people who

can play an important role in the sales of a firm.

Record Maintenance

This department deals with the data/information about any customer and this shows

comprehensive information about the customer data. Through this department the top

management can see the sales and the demand of the booking of the cars. The record is

maintained in this department is totally on the manual work, but the firm wants to

made a computerized system.

Vehicle Delivery Inspection Quality (VDIQ)

This department deals with the over all checking of the Vehicle at the time of arrival and

the selling to customer. At arrival stage, the vehicle that come from the Indus motor

company the Inspector check the vehicle and if any default occurs then it claim to the

Indus Motor Company. At the Selling perspective the inspectors check the vehicle so

that the customer are more facilitate rather they have any problem faced after the

purchasing.

Inquiries & Complaints Handling

Another Department is also there that handles the Inquires and complaints of the

Customers. As Indus Motor Company launch software namely “Voice of Customer” so

that the customers can easily put their information directly to the Company through the

dealers.

Seven Steps for Complaints Handling

1. Receive a complaint

2. Look Listen and Learn (3Ls)3. Get Fact4. Determine root cause and responsibility

5. Explain your decision and then get aggrement

6. Take prompt action

7. follow

CUSTOMER RELATION (CR) DEPARTMENT

Toyota Azad Motors, Customer relations department nationwide falls under top 5

positions of national Toyota Dealerships Network. We believe in perpetual improvement

in all fields of services and facilities as per Toyota & Daihatsu Standards applicable

globally, through regularly conducting Training & workshops to enhance knowledge and

share experience of our fellow National CR- member and globally available experience

of Toyota. The Customer relation department is one of the most important departments

which can control all the activities perform for the retention and benefit the customers.

Toyota Customer relations Ideals

Creating corporate trust based on integrity on integrity and fair handling of

Complaints.

Opening a larger window for customers.

Swift and sure handling of “Inquiries & Complaints”

Making the” Voice of the customers” the basis for corporate renewal.

Improving corporate image and better informing customers to support Sales

and Service activities.

Customer Relations National Workshop Kabul

National Customer Relation orkshop as per Toyota Global Policy to improve customer

satisfaction level held in the Kabul city from 26 to 28 January 2009. During this

workshop national customer relation managers shared best practices applicable at

Toyota Afghanistan and at the same time it was explained by senio CR Team Memberof

Toyota Afghanistan for vision 2010 in the field of CR.

FINANCE DEPARTMENT:

The accounts Department is rlated to the accounts handling, the customer drafts for the

booking of cars to the Toyota Afghanistan and the employees salaries, records of the

transactions. The salaries ae given on their ranks like the top management salaries are

sent to their accounts wile the lower level employees are given cash on the spot from

the Department.

CAPITAL

The capital and reserve of the firm are Rs. 1000,000 $

HUMAN RESOURCE DEPARTMENT

Human Resource amanagement refers to the activities an organiztion caries out to use

its human resource efectively. These activities include determining the firm’s human

resource strategy, staffing, performance evaluation, management development,

copensation, and labor relation .

Toyota Afghanistan runs department of HRM to hire and compensate the employees of

the firm. HRM function to pay significant attention to select individuals whom not only

has the skills required to perform paricular jobs but who also fit the prevailing culture of

the firm.

Toyota Afghanistan hiring process follw these acivities:

Initial interview

Conducting Tests in the specific field

Test on the practical basis

Training and development programme

Reward System: A superior Quality Award can e given to anyone at anytime due to

good performance . it does not matter how log a person hs been in he organiztion.

On an annual basis, bonuses are given to employees whose performance exceeds

their targets the main motivational tools are bonuses, pay-raises, promotions and

awards.

Punishment System: punishment is not necessary and common. Each and every

employee knows that if they have to survive in the organization, they have to work

hard for it. Everyone is expected to work If punishment is absolutely necessary, it is

usually in the form of a verbal warning and in some extreme cases termination.

SERVICE DEPARTMENT

Toyota Afghanista Service Department strives for complete customer satisfaction. Our

workshop’s trained technicians have the experience and expertise to have your vehicle

serviced the correct way the first time. The service deaprtment has undertaken

extensive training of its service staff by sending them to attend specialized courses

conducting over a year for service manager/service advisors, service engineers and

technicians .

Equipped Workshop: the firm workshop is equipped with highly sophisticated and

latest technology , equipment and providing services for whole of Afghanistan. Our

workshop includes the following equipment:

Engine Analyzer

Computerized 4 wheel alignment equipment

Paint booths

Special service tools

Post auto lifts

Wheel balancer

Frame aligner

Wide range of garage equipment

Body reparing equipment

Electrical service equipment

it makes good sense to take your vehicle to Toyota Afghanistan for service. Toyota

technicians are well trained specialists. And they are receiving the latest service

information through technical ulletig, service tips,and in-dealership training programs.

They learn to work on Toyota before they work on your vehicle, ratherr than while they

are working on it. Your Toyota Afghanistan Motor serice department ill perform all of

the scheduled maintenance on your vehicle reliable and economical.

SPARE PARTS DEPARTMENT

Firm has a shop for availabiliyt of genuine parts of all sorts of Toyota Vehicles for

conveniance of its customers. In Toyota Afghanistan Motors there is a separate Parts

Reception Area to serve their external customers and as well as the loca dealer.

Our Shining Stars speak for themselves:

We ensure the genuiness of the parts tha go into your vehicle

We gurantee long life and optimum performance of parts

We provide warante for all genuine parts

We provide technical assistance or the ight choice of parts

The Advantages of Toyota Genuine Parts:

Better and smoother engine performance

Improved efficiency in fuel consumption

Ensure toruble free driving

Quality parts supply through strict quality check by toyota motors

Designed by Toyota to fit in your vehicle

Durability couples with lasting quality performance

Proves to be cost effective in the long ru due to increased life of genuine parts

Ware House : Toyota Aghanistan has a separate parts area in which all kind of parts

availble in access quantity. A searate detabase is there to maintian the record of

inventory oor stock os that it can etter facilitate the firm to avoid the our of stock

situation.

SWOT Analysis and Corporate Social Relationship

STRENGTHS:

Toyota Afghan Motors is the authorized dealer in the whole Afghanistan

As far as Toyota is concerned the toyota is dealing in the diesel products which

other competitors are not offering

Toyota has a well knon name all over the world.

Toyota has a trained emplyees and as well as they are fully equiped as far as

workshop is concerned.

WEAKNESS:

Toyota Afghan Motor have to improve their follow up pocedure

Toyota Afghan Motor has a weakness of low productivity through which they are

not fulfilling the demand of the customers

They are no compensating their employee of workforce

THREATS:

Toyota has a nig threat from the competitors like Nissan, Hyundai in Afghanistan

Government policies and regulation can also be a biggest threat of toyota.

OPPORTUNITIES:

They should improve thei production level so that they an meet customer

demands and attract they customer and investors to invest in the toyota.

As Toyota is launching new luxury vehicle like Camry so it has and opportunity

for Toyota Afghan Autos to increase their profit ratio.

Corporate Social Responsibilities

CORPORATE SOCIAL RESPONSIBILITIES (CSR) OF TOYOTA:

Toyota & Toyota Azad Motors, own Corporate Social Responsibility (CSR), we are not

only concern with cars sales only; we are socially responsible companies, whether it is

environment, education or any other social responsibility, situation like earthquake

disaster . Indus Motor Company Limited the TOYOTA manufacturer in Pakistan &Toyota

Dealerships has equally participated for the relief activities of Earthquake victims in both

areas of AJK & NWFP.

AK Board Brilliant Student Cash Prize

During the year 2009 Position Holders of the Kabul University are Awarded Cash Prize

by Toyota Afghan Motors to encourage our future generation as part of “A Corporate

Social Responsibility” of the Company.

Toyota Afghan Motors Plantation & Plantation Awareness Project

Toyota Afghan Motors has launched Plantation Awareness Project in the dealership

operational areas, as per dealership Corporate Social Responsibility (CSR) Policy, which

is implemented by the company since the start of plantation project by local NGO called

“Green & Green”. During this year 2009 plantation season Banners are displayed to

create awareness to general public regarding importance of plantation & Plantation is

done at the main entry point of the city called Y-junction, as a Corporate Social

Responsibility (CSR) Project.

Un Global Road Safety Week Observed

This year very 1st time, UNITED NATION has announced UN global Road Safety Week

from 23-29 April 2007. Toyota & Toyota Dealerships has decided to be a part of UN

Global road safety week. During the period Banners will be displayed to highlight the

importance of Road Safety, further Dealership has offered Free Vehicle Safety Checkup

during the Road Safety week.

The Success Story of Toyota Afghan Motor

SUCCESS STORY OF TOYOTA AZAD MOTORS

Details of last 4-years sales are given below in a graphic presentation to share the

information with our valued customer and to tell them that how big Toyota family is in

our area and you are member of that family. It was just impossible for Toyota to achieve

these miles stones in sales with out our valued customer’s trust on Toyota and our

dealership, we salute our customer and assure to serve them even in more better way in

future.

It is quite clear from the graph that sales of Azad is increasing remarkably year after

year, which shows customer’s trust on Toyota Team.

Comparison of Sales Per centage over a specific duration.

Sales percetage each year:

2006 2007 2008 2009

25%

40%

64%

85%

Series 1

This shows that the Sales can Increase gradually over the time span. In 2006 the units

sold are 847, in 2007 units rise to 2084, in 2008 units are 3000, while in 2005-06 the

units are 3800.

This graphic presentation shows our after sales business improvements year after year,

which is remarkably impressive and shows continuous positive trends. This is due to our

valued customers & Toyota after Sales facilities being provided by our dealership as per

Toyota Standards applicable worldwide.

Comparison of Spare parts with Increase in Demand

Toyota Azad Motors spare parts are also increasing along with the increase of Service

& New vehicle sales, as same is linked with each other; at this stage we are grateful for

the customers trust on Toyota & Azad. We assure our valued customer to make

every effort to improve our self in all fields of sales & after sales.

2006 2007 2008 20090%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Series 3Series 1

0

5000

Success Due to the Toyota & Quality Go together

Toyota believes to provide same quality to his customers globally, no matter vehicles are

provided at which plat ad country of the world. We feel proud to inform our valued

customers now Toyota is offering 50,000KM or 2-year warranty o all Toyota Vehicle

sold y authorized dealers for the customers trust on Toyota . We assure our valued

customer to make every effort to improve our self in all fields of sales & after sales.

Success Due to the Toyota & Quality Go together

Toyota Afghanistan Auto has launched campaign named “Born To Last” to inform

Toyota customers regarding extended warranty o Toyota vehicles sold through Toyota

authorized dealers nationwide. Therefore, it is I customers now interest to purchase

Toyota vehicle through Toyota authorized dealer to get benefit of extended warranty.

Internship Analysis

JOB DESCRIPTION

I had done two months internships in Toyota Afghan Motors , Kabul. The HR Manager

told me about the rules and regulations and a brief history of the Company and told me

the basic operations of their departments. During my internship I worked in the

Marketing & Sales Department of TAM. Furthermore in these Departments I worked

most of the time of my internship inCustomer Relation (CR) Department, and also work

aCustomer Services (CS), Vehicle Delivery Inspection Quality (VDIQ), and Record

Maintenance,Parts Department , Sales Department.

Learning

During my internship period of 6-weeks, I find some positive as well as negative aspects

of the Company. As TAM is concerned, the aspect that I learned from the Company is as

Stated below:

Positive Learning Aspects

First of all I Learned the working of a Company, its Structure, decision-making

authority and how they implement the Policies and Strategies, like during my

internship the Indus Motor Company can raise the prices of Vehicles and

suddenly they can their current strategies.

I learned the Ethics, Punctuality, Dedication, Goal Commitment, and Self Control in a real sense.

I Learned the CR-Performance Criteria of ‘Toyota Service & Marketing-Japan (TSM)’.

I Learned the Information Transform System from one Department to another,

like for follow up customers the Customer Relation department uses Service

Department data.

How the employees of company can perform specific tasks.

I learned how we can follow-up the customer and make them loyal to us.

The handling of Software like Voice of Customers (VOC), customer database.

I come to know about the specification of different variants of products.

I learned what are the documents required for booking of Vehicles.

I learned how to deal with customer by using my relation-building skills and communication skills.

Negative Learning Aspects

Top Management does not treat well with the workers of the Company.

Due to this lack nests, dissatisfaction occurs between workers.

Not compensating the valuable/regular customers.

Lack of efficient work in the documentation process.

Learning while working in CR Department

When we talk about the customer relation performance. The question arises in our

mind. Why Toyota Azad motors and other dealers revise CR Performance Criteria? The

reason behind this is due to the following factors:

For raising performance levels

For achieving Kaizen

During my internship I have spent a lot of time in the customer relation department

therefore I learned the Performance criteria of Toyota dealers by ‘Toyota Service &

Marketing-Japan (TSM)’. The TSM assign specific point to every activity that they

have to perform in order to become No. 1 in the Pakistan. These are Complaints

Handling, Voice of Customer, Customer follow up, Human Resource, CR Visibility,

Customer Retention Activities, CR Action Plans, CSR Activities, Good Will Budget, Kaizen

Activities, Facility Improvement. The Toyota Service & Marketing-Japan that assign

points according to activity are described below:

SKILLS The skills more or less which I used and gained during my internship can be explained

in following manner.

Skills Used

1. Interpersonal Skill

This is most the common and one of the most important skills during my internship

period. This skill helps a person to interact with others in much better and pleasant

manner. It is an art to present one’s views, thoughts and ideas before its listeners to

make others. It is part of business interaction so person should have the capabilities to

make his dealings in appropriate way. Through this I can better create my relations with

the other fellow an due to this they much corporate with me.

2. Communication Skill

Communication means exchange of messages between people for the purpose of

achieving common meanings. It is an art to make information flow smoother. This Skill

helps me with interacting with the external as well internal peoples. When I work at

Customer Services department I used my Communication skill to capture the person

interest.

3. Technical skills

Skills that reflect both an understanding of and a proficiency in a specialized field. I also

worked in the Record Maintaining which is totally computerized system which helps me

lot to understand the customer recode system and its utilization like the customer

relation department use that information in order to perform follow-up activities.

Learned skills

1. Decision making skills

The skill involves the process through which managers identify organizational problems

and attempt to resolve them. Although this skill involves in high level management but I

worked with really senior managers of Company and I learnt lot by observing them.

Similarly when I work at Customer service department the issue of prices change an

urgent meeting is conduct to guide the customer services with update prices of Toyota

products. 2. Documentation Skills

Before going to internship I have not idea about the documentation required for the

purchasing, and booking of vehicle. During my internship I come to know the documents

requires are Copy of computerized NIC, National Tax Number, Bank Draft in the favor of

Indus Motor Company.

3. Human skills

I learnt the Human Skill in true manner. Human Skills associated with a manager’s ability

to work well with others, both as a member of a group and as a leader who gets things

done through others. In Toyota Azad Motor I worked along the e CR officer and he guide

me a lot as well as the HR manager of TAM also facilitate me.