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CCE – Overall Index Passenger Vehicles 2010
Jan - Jun 2009
Chev
Toyota
MB
Nissan
CCE – Overall Index Light Commercial Vehicles 2010
July - Dec 2009
Toyota
Opel
Isuzu
Ford
83.5
87.1
86.8
89.8
70 75 80 85 90 95
%
87.6
60 65 70 75 80 85 90
89.7
89.3
88.8
Figure 40 Source: Synovate Competitive Customer experience 2010.
Toyota
Chev
VW
MB
Figure 41 Source: Synovate Competitive Customer experience 2010.
As from mid-2009, manufacturers were divided into gold, silver and
bronze bands.
Toyota
Nissan
MB
Isuzu
%
CCE – Overall Index Passenger Vehicles 2010
Jul - Dec 2009
60 65 70 75
%
80 85 90
87.3
86.8
86.3
85.8
65 70 75 80 85 90
%
89.1
88.8
88.2
88.2
CCE – Overall Index Light Commercial Vehicles 2010
Jan - June 2009
Figure 42 Source: Synovate Competitive Customer experience 2010.
Figure 43 Source: Synovate Competitive Customer experience 2010.
As from mid-2009, manufacturers were divided into gold, silver and
bronze bands.
Integrated safety management
Corporate Social Responsibility is the basis of
all TSAM’s business activities, and Toyota’s
products are global leaders in safety measures.
TSAM addresses safety through an integrated
approach that focuses on the vehicles
themselves, the driver’s understanding of
the vehicle, driver, passenger and pedestrian
behaviour, and environmental conditions.
TSAM’s ultimate aim is for a mobile society
with zero traffic accidents.
As part of this global initiative, TSAM
SPECIAL FEATURE
Improving quality awareness
Quality Month
TSAM introduced Quality Month in September
2009. This was an initiative to increase
quality awareness among all employees in
preparation for a volume increase in October
2009. TSAM’s objectives included:
• Reinforcing a commitment to quality and
teamwork;
• Encouraging two-way communication
•
in a positive and motivating manner in
support of production activities;
Encouraging employees to strive towards
being the best plant in terms of quality
performance; and
• Rewarding and recognising outstanding
effort.
Management communicated the quality
performance of the company, and each shop,
to employees weekly. TSAM also conducted
a number of campaigns to encourage a
sense of achievement and pride in Toyota’s
product. These included creating slogans,
running competitions and other awareness
initiatives.
Quality Circles
TSAM’s Quality Circles (QC) strategy is aligned
to TMC’s, with a global target of having 100%
of all production team leaders and members
participating in at least one QC activity every year
by 2015. These activities focus on environment,
health and safety improvements, workplace
improvements, process improvements and
has introduced Toyota Advanced Driving
(TAD), which gives customers access to the
latest technologies and courses available to
improve their driving skills. As part of TSAM’s
moral and business responsibility to promote
safe driving, other courses are also offered to
customers, namely Introductory and Advanced
4x4, Onroad/Offroad, Defensive and Tactical
Driving, Dynamic Handling/High Performance
and Hijack Prevention training. While the TAD
Head Office is in Gauteng, courses are carried
SOCIAL ASPECTS
During Quality Month, employees created slogans
about quality commitment. Prizes were awarded for
the best slogans.
quality improvements.
The QC process helps teams to select a
problem to tackle, how to get to the root cause
of a problem and gain a true understanding
of it. The circle members then implement the
countermeasure and check the outcome to
ensure that the problem has been eliminated.
The aims of QC activities are:
1. To improve all members’ capacity and
involvement to enable them to experience
self-fulfilment;
2. To encourage respect for others that leads
to the creation of proactive workplaces
that are worth working in; and
3. To improve workplace performance and
thereby contribute to the company’s
development.
The top teams from all the divisions get an
opportunity to present their activity to TSAM’s
top management. The team with the best activity
is then selected to represent TSAM at TMC QC
conventions in Japan or Europe.
out nationwide and TAD is involved with
training in six different African countries.
Toyota South Africa Motors Sustainability Report 2010 37