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Bas Kasteel
Director, Customer Service,
Sales and Marketing,
Toyota Motor Europe
Our Toyota Customer Service Management (TSM)
programme provides retailers and repairers with training
and encourages them to pursue a culture of continuous
improvement. Modules in the programme include sales,
parts and service, environmental management, marketing
and operations management. We are in the process of
enhancing the programme by introducing elements such
as “Fix it Right” which aims to ensure that customers’
In FY09 we made our 0w-20 engine oil widely
available on the market. The oil, which is made from
a fully-synthetic formula, increases the fuel economy
After Sales
“ Our After Sales business is made up of Authorised
Retailers and Repairers who are the primary contact point
for customers for parts and accessories, maintenance
and repairs. Despite the global economic downturn, our
After Sales business remained robust with parts sales
showing an all-time sales record and accessories sales on
target. After Sales contributes to Toyota’s environmental
leadership by maintaining the car’s performance throughout
its lifecycle while minimising environmental impact by,
for example, using remanufactured parts. „
Bas Kasteel
Toyota Customer Service Management
0w-20 Engine Oil
To avoid waste in workshops, we utilise reusable
protection covers for Toyota and Lexus vehicles. No
magnets or lead weights are used in the reusable wing
and front covers, so there are no metals to recover at
By reusing components and thereby reducing the demand
for raw materials, we are also saving the energy needed to
convert those raw materials into finished products.
We are expanding our range of remanufactured products
cars are repaired satisfactorily the first time.
As part of this programme, retailers must comply with
environmental standards. Out of a total of 3,000 retailers,
more than 1,700 retailers have been certified to the first level
in the TSM programme. The remainder have started the
certification process. There is an auditing process to ensure
continued compliance to the standards over time.
performance versus traditional higher viscosity oils
by reducing friction while maintaining the necessary
lubrication in the engine.
Use of reusable and recyclable materials
Remanufactured parts
the end of the product’s lifecycle. Our disposable floor
mats are made from 100% recycled paper, and steering
wheels and handbrakes are made from recyclable
plastic.
and in FY09 the volume of remanufactured parts increased
by 10%. We recorded a core return rate of 90% and
managed a lead time from the retailer to the supplier of
less than a month.