Value Servicing In Toyota
For the automobile industry there are four key business drivers that impact market factors: economic conditions, government and regulation, consumer preferences, and technological development (Automotive Industry, 2015). For the automobile industry the economic condition is a positive concept which consumers are more likely to purchase vehicles. Second, government and regulation consist of emissions and recycling legislation and the impact it has on vehicle innovation and construction. Third, consumer preference refers to different styles and choices available in the automobile market. Finally, technological development is the concept automobile manufactures use to gain a competitive advantage in the market by offering innovative products, such as global navigation …show more content…
For the Toyota Corporation the competitive advantage the company has over their competitors is reforming their developmental structure by engaging in design and growth improvement, localized car making, and organizational, and structural improvements to their vehicles. Also, Toyota has structured their company around their chief engineers, who are connected with their consumers, by providing input in the decision-making process in product and services in their capacity as general development coordinators; for example, by developing better cars, called the Toyota New Global Architecture (TNGA). The TNGA concept offers the foundation for the growth that drive that opens up for future success by increasing Toyota 's competitiveness (Toyota Annual Report, 2012).
Customer delight is the concept by which a company exceeds customer satisfaction prospects. Additionally, customer delight is a positive experience a consumer receives from a business organization when the goods and services they provide goes beyond what they anticipated. For Toyota, customer delight is implemented by consumer confidence in their service offerings as well in their vehicles, for instance, Complete Customer Satisfaction (CCS), a concept used to track all stages of the customer experience, from buying a car to how the customer is greeted at the dealer (Toyota Motor Europe, 2015).