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Special feature
Necdet Senturk
Vice-President, Quality,
Toyota Motor Europe
Quality First :
Safety – Durability - Reliability
Highest Quality at Affordable Cost
Customer First:
Customer Trust & Satisfaction
Toyota’s
approach
to quality
“ The strongest connection between our customers
and us is their trust in Toyota. This connection is the
foundation of our ‘Customer First’ approach to quality.
Recently, this connection was challenged with the
quality issues we faced. This situation has given us
the opportunity to improve our processes and our
understanding of our customers’ expectations. As a
result, we are reforming our operations to return to our
basic principle of ‘Quality First, Customer First’ „
Necdet Senturk
In response to the product recalls that affected
customers at the beginning of 2010, Toyota Motor
Corporation is providing leadership to its companies
around the world to understand what went wrong and
identify improvements for the future.
To do this, Toyota Motor Corporation’s President
Akio Toyoda has established a Special Committee for
Global Quality and appointed a Chief Quality Officer in
each region to steer actions around the world.
Improvement activities have been identified and
include:
Reviewing all processes that have an impact on
quality: from the vehicle product planning stage
to the After Sales service we provide to our
customers.
Increasing our ability to identify and to solve
customer concerns: we are strengthening our entire
After Sales operation to better capture information
and to provide faster and more effective solutions
to our customers.
Strengthening human resources development as a key
to quality assurance: we will further develop our people
to ensure their development is aligned with Toyota’s
quick expansion and growth. We are establishing
a Customer First Training Centre in each region.
The product recalls have provided an opportunity for us to
improve the way we work.
Toyota European Sustainability Report 2010 I Introduction
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