Value Servicing In Toyota

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Value Servicing In order for a customer to enjoy the products or services provided by a business organization they must deliver those products or services to its customers accordingly; however, it is important to understand business organizations who may have the best reputations can often fail their customers in serving value. Therefore, for a company to combat against this from happening, they must have a customer service department to handle any issues that may arise. Toyota believes that it is their responsibility as a company, and its reason for existence lies in bringing great customer service to their consumer that is carried out by various departments are unified to establish the Customer Relations Division. Additionally, …show more content…
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
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).

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