Chairman's Review - Indus Motor Company Ltd.

Customer Relations
Our Customer Relations (CR) function continued
its journey towards meeting and exceeding
customers’ expectations and ensuring their
experience is an enjoyable one.
We strived for full compliance with Toyota
Philosophy of Customer First during the year.
Upgraded CR performance standards were
introduced to facilitate customer management.
These focus on motivating our dealers to create
their own vision, mission and strategy specifically
in Customer Retention, supported by customer
friendly policies and procedures for attaining the
highest levels of Customer Satisfaction and also
raising the bar in CR operations and achieving
Toyota’s CR Global standards.
To further enhance customer satisfaction of existing
and new customers, CR introduced online
Customer Satisfaction Index (CSI) and Service
Satisfaction Index (SSI) forms, which are compiled
and analysed at respective dealerships on a regular
basis.
On a quarterly and annual basis we conducted CR
Regional Workshops and Voice of Customer (VOC)
Refresher Courses. We also shared Best Practices
within the network’s CR teams for enhancing Skills
and Competencies. Our dedicated CR team
conducted CR Assessments at all dealerships to
monitor the successful implementation of Toyota’s
CR Global Standards and to evaluate CR
performance.
The top performing CR Managers are recognized
by IMC and Dealer Management by taking them
to a Learning Trip to a Toyota distributor abroad
for transferring Best Practices to our network.
INDUS MOTOR COMPANY LIMITED
Annual Report 09
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An Initial Quality Field Survey (IQFS) was conducted
for customers at our dealerships, in which a
customer satisfaction level of 94% was achieved,
which speaks of our commitment to our customers.
In this activity our team directly interviewed 346
customers across Pakistan and recorded their
feedback for bringing Kaizen (improvements) in
our products and processes.
Our CR vision for 2009-10 is to increase the rate
of Customer Retention, to achieve the highest rate
of responsiveness for inbound and outbound calls
of the Customer Assistance Centre in line with our
ultimate goal to achieve complete Customer
Satisfaction.
CR team during learning trip to Toyota UMW, Malaysia
Operations
This year distinctively we were being
driven by demand.
There was increased focus and attention on
improvements in operations, especially for the
new Corolla and ramp up to full production in the
earlier part of the fiscal year. In line with the
reduced market demand our production
achievement for the year was 34,298 units. In
accordance with Toyota’s Philosophy of employee
retention without reducing the production units
per day or building inventory, we provided
extensive trainings to all team members during
non-production days.
We are thankful to Toyota Motor Corporation and
Toyota Motor Asia Pacific (TMAP) for their continued
support in all production areas. The efforts also
led us to create IMC history, by crossing the
milestone of 300,000 vehicles produced in our
plant since inception.
We were also able to complete Phase 1, Step 2 of
Press Shop, which added five more major parts
like floor and fenders to Press Shop operations.
Our Production Engineering department
successfully implemented Reverse Osmosis (R/O)
system, which will help us to reduce costs by
effective utilization of ED paint in our paint shop
process.
During the fiscal year 2008-09, the major task for
our QA & QC department was to stream line the
quality of the new Corolla. Alhamdolillah the
outstanding feedback from the market says it all.
The quality of the new Corolla surpasses all
previous models both in the areas of design and
process quality as evident from Initial Quality Field
Survey conducted by our team at dealerships all
over Pakistan.
The quality of the car was also assessed by TMC
SQA team which confirmed that the Quality level
of the new Corolla is as per Global Toyota Shipping
Quality Standards.
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Mr. Hameed Ullah Jan Afridi, Federal Minister for Environment,
receiving a memento from Mr. Ali S. Habib, Chairman, IMC
For the last few years our focus has remained on
inventory reduction, 5S, Safety, Supplier Quality
and timely deliveries. To this end we have
successfully implemented KANBAN tagging on 475
parts, which will reduce inventory piling and ensure
on time deliveries. All these activities were assured
by regular process audits driven by IMC employees.
We continue to work to strengthen our supplier
base. Our Annual Suppliers Convention was held
in May 2009, with the theme 'Peaks & Valleys'.
Federal Minister for Environment, Mr. Hameed Ullah
Jan Afridi was the Chief Guest at the Convention.
The event highlights the localization efforts of part
vendors and enables sharing of current challenges
and future strategies. Performance based awards
were presented to suppliers.
During the year our Product Development
department made notable progress in our vendor
quality improvement programs. With strong support
from our staff, initiatives on localization were
undertaken in a timely manner, which are part of
a future strategy designed to reduce cost and
improve quality.
IMC along with TMAP, TMC and other Toyota
affiliates is working ceaselessly to make our work