Toyota

&

the Toyota Technician

TEAM

Pub . No . TTM101EN

FORE WOR D
Thi s Tra in ing Ma nual has been pr epared for tech nicia ns em ployed by Toyota overse as dist ributor s and

dealers. This manu al. Toyota & the To yota Technician, is Volume 1 of the th ree Trai nin g Ma nual
volumes w hich constitute Step 1 of th e program of skills w hich all Toyota New TEAM * technicians
should master. It should be used by t he inst ructor in con junct ion w ith th e accompanying Instr uct ion

Guide.
The cont ents of th e New TEAM Step 1 Training M anual are as foll ows:
Volume 1 -

Toyota and th e Toyota Technician

Th is vo lume contains the genera l knowledge w hich is necessary for all t hose w ho work as Toyota
techni cians.

Volume 2 -

Fundamentals of Servicing

Thi s volu m e provides a genera l know ledge of th e automobile; it inclu des work safety pro cedures,
vehicle specificat ions, th e fundam entals of elect ricity , etc., as w ell as informati on conce rn ing the
basic constr ucti on and f unctions of automobiles, and simple servicing methods.
Vol ume 3 -

Pre-deliver y Serv ice (P.D.S.) & Periodic Ma inte nance

This volume is used to in stru ct th e tech nician on t he necessity of P.D.S. and Perio dic Mai ntena nce
and provid e t he methods used in t hese serv ice operations.
It is not enough j ust to " know" or " understand" -

you need to master each task so th at you can do it.

For t hi s reason , t heory and pract ice have been combin ed in Vols. 2 and 3 of the Train in g Man ual. The
top of each page is ma rked w it h a ~ sym bol to in dicate tha t it is a Theory page or a

sym bol to

indicat e that it is a Practice page.

The Trai ning M anu al explains various aut om ot ive m echanisms based on the Toyota Coro lla (AE
Series). How ever, representat ive models other tha n th e Corolla have been selected to expla in
mechan ism s not found on th e Coro ll a. In th is w ay, explanati ons of as many m echan isms as possible
have been incl uded.
A s for tho se mech anisms w hich have not been incl uded in thi s manu al. please refer to the repair
man ual for th e relevant mo del and apply th e knowledge acqu ired t hro ugh st udying th e Train ing
M an ual to carry out t he necessar y w ork.
A ll informat ion conta ined in this manu al is t he most up-to-date at the time of publication. How ever, we
reserve t he r ight to make changes w ithout pr ior notice.

TOYOTA M OTOR C O RP ORATIO N

"T EAM ; TEAM stand s for 'TeChn ical Education for Au tomo tive M asl e, y"', whi ch is a, tr aining program divide d into ttue e steps according 10 the
te.:: hnic lans rechmcal level. ThIS progra m makes II possjbre for technIcia ns to receiv e Ihe apprcpna re train in g for their level In a svstemanc
manner so as to help them achieve l he skills and efficiency of skilled tech nicians in the shortes t possible time

TABLE OF CONTENTS
Page
OUTLIN E OF TOYOTA
HISTORY OF TOYOTA

1. Establi shment of Toyota

2. A Short History of the Pri nci pal Products

a nd Techno logies of Toyota . . ,

CURRENT CONDITIONS OF TOYOTA

2
4

1. General . ...... ..... . .. , ..... .... .... ... . . . . 4

2. Vehicle Produ ct ion Resul ts .. .. .. .. ... .... .... . 4
TOYOTA PRODUCTION PLA NTS
(In Japan and Overseas)

1. Produc tion Plants in Ja pan

.. ..... .. ,

2. Overseas Production Plants

TOYOTA EXPORTS BY MO DEL

5
6

1. Passenger Cars

2. Trucks and Buses

, ....... .... .. ... . .. . .. 6

THE POSITION OF TOYOTA IN THE

A UTOMOTIVE WOR LD

1. Position of Toyota in J apan . ,

2. Position of Toyota Worldw ide

TOYOTA SALES AN D SERVICE OUTLETS

1. Sales and Service Ou tlets in Japan , . . . ... . .. .... 8

2. Overseas Sales and Service Out lets . ... . ..... ... . 8
3. Dist ributio n of Dist ribu tors. Serv ice Shops
and Technicians

TOYOTA GROUP AND SUPPliERS ... . ..... .. .. . .. . . . 9

W HAT IS A TOYOTA TECH N IC IAN ?
W HAT IS THE TOYOTA SA LES CONCEPT?

11

W HAT IS TOYOTA QUAliTY SERVICE?

12

W HAT DOES TOYOTA AS K OF YOU.

A TOYOTA TECHNICIA N? .. . .. ... ... ... . . . . . .. . . . 14

1. You put into practice the "C ustomer First "

ph ilosophy. . .. . . ... ... ..... ... . ... . . .. .. . . 14
2.

You live up to pro fessio nal standards of pride

and respon sibility

14

THE 10 PRINCIPLES OF BEDE R WO RKMANSHIP

FOR TECHNICIANS ... .... ... .. . .. . . . .. . .. . .. . . . . 16

OUTLINE OF TOYOTA -

History of Toyota

OUTLINE OF TOYOTA
HISTORY OF TOYOTA
1.

History of Toyota web-link

ESTABLISHMENT OF TOYOTA

The founder of Toyota Motor Corporation was Kiichiro Toyoda. Kiichiro's father, Sakichi Toyoda, was an
inventor of automatic looms, but as it was his belief that "this is the age of the automobile", he wanted to start
the production of automobiles. However, he was unable to see the industry develop in his lifetime, so Kiichiro
became the successor to his father's dream and began producing vehicles for the Japanese domestic market .

Sakichi Toyoda (1867 - 1930)

1931

Kiichiro Toyoda (1894 - 1952)

Resolving that "the establishment of the automobile industry is our lifework", Kiichiro Toyoda
embarked on a course of research into automotive technologies.

1933

A research lab was built at the Toyoda Automatic Loom Works, and an automotive division was
established.

1935

Trial production of the model A 1 passenger car and model G1 truck was completed .

Model A 1 Passenger Car wi A type Engine

Model G1 Truck wi A type Engine

REFERENCE
A Type Engine Specifications
Number of Cylinders/Arrangement : 6/ln-line
Valve Type : O.HV.

Total Displacement: 3,400 cc (207.5 cu.in.)

Maximum Output: 65 HP/3,OOO rpm (48.5 kw/3,OOO rpm)

1937

Toyota Motor Company, Ltd. (now Toyota Motor Corporation) was established.

1938

The first automobi le production plant in Japan (Toyota's present Honsha Plant) was built in Koromo
(now Toyota City). This was the foundation of Toyota Motor Corporation.

1950

Toyota Motor Company separated into two companies: TMC and TMS (Toyota Motor Sales)

1950

First overseas sales (small trucks in Costa Rica)

1965

First major overseas success (Corona in USA)

1982

TMC and TMS merged again .

OUTLIN E OF TOYOTA - History of Toyota

REFERENCE - --

___...

Hi story of t he Development of A ut om obiles

. 1886
1893
1898

The first Otto type four -cycle internal combustion

gasoline engine automobile was completed . .

Gottlieb Daimler (Germany)

The diesel engine was developed. .

Rudolph Diesel (Germany)

Development of the first automobile equipped with

a clutch, transmission, propeller shaft and
differential which were basically the same as those
used on todav's vehicl es

1908

Louis Renault (France)

The first Mode l T passenger car, with a flyw heel

magneto igni tion and transmission (2 forward
gears, 1 reverse gear) was announced. 15 million
units (believe it or notl) were produced
Henry Ford (U.S.A.)

(over a 20 -year period .)

1923

The first passenger car equipped with a diesel

engine was produced . .

Daimler-Benz (Germany)

HISTORY OF YOUR COM PA NY

Toyota Australia Web-Link

2 . A SHORT HISTORY OF THE PRINCIPAL PRODUCTS AND TECHNOLOGIES OF TOYOTA

The following table shows the first year in which each model, engine type and component began to be
produced .
Vehicle Model Name
Year
1935
1947
1951
1953
1954
1955
1956
1957
1961
1962

1963

Engine
Passenger Cars

Trucks and Buses

Model A 1 Phaeton

To yota Truck (Heavy -Duty)

Stout
Land Cruiser

Others

R and F Type Engines

Toyoace
Crown

Front Wishbone Suspension

Dyna

Corona
Publica

D Type Engine
U Type Engine

A lternator Generator

Toyota 1000
(Publica Pickup)
Coaster

Cooler

P Type Engine

A utomat ic Transmission

OUTLIN E OF TOYOTA - History of Toyota

Vehi cl e Model Name

Year
1964
1965
1966
1967

1968
1969
1970
1971
1972
1973

Corolla
To y ota 2000GT

Tr ucks and Buses

Carina , Celica

Hiace, Hilu x

Liteace

H Type Enqine
T Type Engine
EFI Engin e"

Energy Ab sorbi ng Bum pers

ELR' 7Seat Belts

Fully Transistorized Ignition

Mod el F
L Type Engine

Tercel 2W D

1979
1980

Supra
Camry

A Type Engi ne

1987

G Type Engin e
Turbocharged Engine
S Type Engine
TCCS Engine ' 3
C and Y Type Engines
Multi-valve Engin e
W Type Engine
E Type Engine
Supercha rged Engine
N Type Engine
Twin Cam Engin e w ith
Scissors Gear
VZ Type Engine

Blizzard

1988

RZ Type Engin e

1981

1989

ABS ' 6
Autom atic Air Conditio ner

B Type Engine
Engi ne w ith EGR' 2 Emission
Control Device

Starl et

1978

1983
1984
1985
1986

CCS"
A ir Condition er
Ma cPherson Front Suspension
Power Steer ing, LSD ' ~
Energy Absorbing Steer ing
Column

M Type Engi ne
K Type Engine

Cressida

1974
1976
1977

1982

Others

Engine
Passenger Cars

Terc el4WD

MR2

Lexu s LS 4 0 0
Lexus ES 25 0

UZ Ty pe
PZ Ty pe
HZ Type
HD Ty pe

1990

Prev ia

TZ Type Engi ne

1991

Paseo
Lexus SC 30 0 /400

JZ Typ e Engine

199 2

Toyot a T 10 0

1993

Lex us GS 300

19 94

Toyot a RAV 4
EFI
EGR
. 3 TCCS
CCS
LSD
. 6 ABS
. 1

. 2

Engin e
Engine
Engin e
Engin e

Color ed Ureth ane Bumpers

4 -speed Autom atic Tran smission w ith Overdr ive
Front -Engine Front -Wh eel Driv e (FF)Vehi cle

Digita l M eter
ECPB
Piston w ith W ear-Resistant
FRM Ring ' 9
TEMS " o

EM AS , 1
TRC , 2
SRS ' 1 3 Airbag Syst em

FZ Typ e Engin e
KZ Ty pe Engi ne
M Z Ty pe Engine

Electronic Fuel Injec tio n

Exhaust Gas Recir culat ion
Toyota Computer-Con tr olled Sys tem
Cruise Control Syst em
Lim it ed Slip Diff erential
An ti- Lock Brake System

. 1 ELR
ECT
. 9 FRM
. ,o TEMS
. 1 1 EM AS
. 1 2 TRC

" 3S RS

Emergency. Locking Retracto r

Elec tronically- Controlle d Transmission
Fib er Rein forced Met al
Toyot a Elect ronic Modu lated Suspen sion
Elec tronica lly-Modulated Air Suspension
Traction Cont rol Syste m
[abbreviat ed " TRAC" in USA and Canada)
: Sup plemental Restraint Syst em

OUTLINE OF TOYOTA -

History of Toyota

V ehicl e Model Nam e

Year

Engine
Passeng er Cars

1995

Avalon
Hiace SBV

1996

Picnic
M eq a-Cru iser
RX30 0
Aven sis

1997
1998

Snaclo
1999

Tund ra
Yar is
IS200
Centu ry

Truck s an d Buses
M Z Type Engi ne
RZL Type
3S Type Engi ne
M Z Ty pe Engi ne
4A'7 A ' 3S'2C Type Engine
4A Ty pe Engine
VZ 'U Z Type Engine
1SZ
1G Type Engine
GZ Type Engi ne

Others

OUTLIN E OF TOYOTA -

Current Conditions of Toyota

CURRENT CONDITIONS OF TOYOTA

(As of Dec., 1997)

November 2006 Figures

1. GEN ERAL
Company Name

TOYOTA MOTOR CORPORATION

Date Established

August 28, 1937

Location of Head Office

Toyota City, Aich i Prefecture, Japan

Capitalization

378,500 million Yen

No. of Em ployees

70,600

Products

Automobiles (Passenger Cars, Trucks, & Buses), Indu strial Vehicl es,
Auto Parts, Prefabricat ed Homes

2. V EHIC LE PROD U CT IO N RES ULTS

Annual Production Volum e

(Unit: 1 million unit s)

(Past 15 Years)

--e==l

Expo n Vehicle Produ ction Volum e

November 2006 Figures

~
~

-~. _ -

_.

__ .. _- -- ---_._._---- -- --_._---- --- , ~

- _._-_ . . . ......... 3.7

- 3.4

c---

3.7

4.0

3.6

-c--- -

4.2

4.0

--

4. 1

- - =.:..:..:..- - - -- - - - - -- - - - - -- - -- - - - - - - -- - - - - - - - - - -- - - --

3.9

--

--

-- - 3.6

"

C---

.... .. .. .. . . .. . .. .. . . . .... ..
~

3.5
~

--

--

.-

--

-.

--

--

- 3.2

.-

--

--

--

--

..

--

--

.-

--

.-

--

--

3.3

.
-

--2.0 - l - -

--I1.7- -- 1.8 --

--

--

--

1.9

l-

I-

1.8

1.8

- - 1.7
-

'-

1.7

-- l1.7
--I1.7---

--I-

1.5

--

--

1.5

3.4

.3.5

--

..

--

- -1.2

I-

1.3

-l -

..

..

1.5

o
1983

'84

'85

'86

'87

'88

'89

' 90

'91

' 92

' 93

'94

'95

'96

'97

Note: Production and export s exclude KD sets and overseas prod uction .

Features of the Toyota Production System

The Toyota production system is supported by two main pillars: the "Just In Time" system ; and
"Jidoka", by which Toyota seeks to produce good products more inexpensively through high
effic iency.
Just in Time (Kanban System) :
A highly efficient production system in which only the necessary components are produc ed and
shipped only when needed, and only in the necessary quantities, thu s reducing the stock on hand
to a minimum.
Jidoka :
"Jidoka" means "automation" in Japanese. But at Toyota, automation alone is not considered to be
of much value . Toyota automated equipment is given the ability to detect its own mistake s and shut
itself off to prevent the passing on of defects. Giving automated equipment a human-like ability to
make quality decisions is "jidoka" at Toyota.

OUTLIN E OF TOYOTA - Toyota Production Plants

TOYOTA PRODUCTIO N PLANTS (In Japan and Overseas)

1.

November 2006

PRODUCT ION PLANTS IN JAPA N (1998)

Toyota Motor Corporation produc es automobiles. part s. etc. at the following major plants.
TOY OTA PLANTS
Nam e

2.

Established

Location

M ain Prod ucts

Honsha Plant

19 38

To yot a City, A ich i Pref.

Chassis for t rucks, buse s

Motomachi Plant

19 59

Toyot a City , A ich i Pref.

Passeng er ca rs (Cro wn , Lexu s SC 300/ 400,

Supra , Toyota RAV 4)

I<amigo Plant

1965

Toyota City, A ic hi Pref.

Engines, tr ansm ission s

Takaoka Plant

1966

Toy ota City , A ichi Pref.

Passenger cars (Coro lla, Tercel)

Miyoshi Plant

19 68

M iyo sh i-cho , A ich i Pref.

Chassis parts

Ts uts umi Plant

19 70

To y ota City . A ich i Pref.

Passeng er cars (Lex us ES 30 0, Cam ry , Corona)

Myochi Plant

1973

M iyo shi-cho , Aichi Pref.

Eng ine part s, chass is part s

Shimoyama Plant

19 7 5

M iyo shi -cho . A ichi Pref.

Engines. exhaust emission co nt rol devi ces

Kinu -ura Plant

1978

Hekinan City , Ai ch i Pref.

Drive tr ain parts

Tahar a Plant

19 79

Tahara-c ho, A ichi Pref.

Passenger cars (Lexus LS 400 /GS 30 0,

Celical , t ruc ks (Hiluxl

Teiho Plant

1986

Toy ot a City . A ich i Pref.

M ach inery , cas ti ng / fo rging mo lds. plastic

mo lds. aut omatic elect ronic devices

Hirose Plant

1989

Toyot a Cit y, A ich i Pref.

Elect ronic par t s and co mpone nts

Toyota Motor Kyushu, Inc.

1992

Kurate-gun, Fukuoka Pre!.

Passenger ca rs (M ark II. / Chaser)

ToyotaMotor Hokkaido,lnc.

199 2

Tomakomai City . Hokkaido

A uto part s

OVERSEAS PRODUCTION PLANTS (1998)

There are currently 34 produ ction plants in 24 countries pr oducing Toyot a automobiles ove rseas. (1998 pro ducti on vo lu m e: 1,146,490 U nits)
DISTRIBUTION OF OV ERSEAS PRODUCTION PLANTS

In June 2006, outside Japan Toyota has

a total of 52 overseas manufacturing
companies in 27 countries / regions.
Toyota markets vehicles in more than
170 countries / regions.

U.K. 1 - - .
Turk ey 1 - - ---,
Portuga l 1-4t
~
Pakistan 1
India 1
Bangladesh 1
Keny a 1

Sout h Afr ica 1

- -- - -t.

.J

.1r

A
_ _- - - - - -

L
,
-

Canada 2

Japan

Thailand 4 '--'---'--'-- - - - - - USA 4

Taiwan 1
Co lomb ia 1
Philippines 2

Venezuela 1
Vietnam 1
M alaysia 2

r-;:==-

- - - Indonesia 1

New Zealand 1
Au stralia 1

Argentina 1

OUTLIN E OF TOYOTA - Toyota Exports by Model

TOYOTA EXPORTS BY M ODEL

1. PASSENGER CARS (Inc luding commercia l veh icles of the same nam e)

(Unit: 1.000 vehic les)

NUMB ER OF EXPORT UNITS IN 1997

MODEL NAME

START OF SALES

1966

Corolla

100

200

300

I:

290

Camry

1982

134

Toyota RAV4

1994

121

Tercel

1978

84

Star let

1978

80

Lex us ES 300

1989

61

Lexus LS 400

1989

24

PICN IC

1996

21

,
,

9,907

293

I:
I ::

2,649

:
:
:

1,104
328
279

29

Celica

1970

18

,
,

Previa

1990

14

Lexus GS 300

1993

14
,,

,
,

,,
,

,,

:
:

:
:

Coro nal

Carina G

1958

11

Paseo

1991

Crown

1954

Lexus
SC 300/400

1991

Supra

1986

MR2

1984

,,

153
709
81
162

Hiluxl
4Ru nner

1968

287

Land Cruiser

1952

164

Hiace

1967

76

Dynal
Toyo ace

1957

27

1992

25

1971

10

Toyota

noo

Lit eace

1959

Stout

1953

Toyota Truck
(He avy-Duty)

1951

Coaster

200

100

,
,
,,

,
:
:

360

2,831

188
(Unit: 1,000 vehicles)

NUMBER OF EXPORT UNITS IN 1997

START OF SALES

3,047

67

2. TRUCKS AND BUSES (Inc luding pas senger vehicles of the same name)
MODEL NAME

CUMULATIVE
TOTAL

2,167

I
I

400

300

400

CUMULATIVE
TOTAL

7,465

2,669

1,632

740
149
414

145
222
182

NOTES: 1) Excludes KD sets and overseas production.

2) Figures for Supra prior to 1984 are includ ed in the Celica cumulative tot al.

OUTLIN E OF TOYOTA - The Position of Toyota in The Automotive Wor ld

THE POSITION OF TOYOTA IN THE AUTOM OTIVE WORLD

(Unit : 1,000 vehicles )

1.

POSITION OF TOYOTA IN JAPAN (1997)

Toyota is the No.1 auto maker in Japan (in production volume, domestic sales and export volume ).

PRODUCTION VOLUME OF THE FIVE LARGEST AUTO MAKERS IN JAPAN

,
TOYOTA

Nissan

13,502

1 1 ,726 ~

Honda

,
,

11,306

,
,
,
,

Mitsubishi

1 ~69

Mazda

500

1,000

Unit : 1,000 vehicles

1,500

2,000

3,000

2,500

3,500

EXPORT SHIPMENTS

DOMESTIC SALES

2.

1,240

POSITION OF TOYOTA WORLDWIDE (1996)

Australian Automotive Statistics 2005

Toyota is one of the lar gest au to makers in the wo rld.

PRODUCTION VOLUME OF THE WORLD'S FIVE LARGEST AUTO MAKERS

Units
7,000

Units: 1,000 vehicles

6,000
5,000
4,000
3,000
2,000
1,000
1990

1991

1992

REFERENCE - - - - - - - -- - --

1994

199 3

Automobile Production Volume by Country (1996)

Total Production Vo lume: 51,462,698

---::::=;:::::::::::::----

1996

OUTLINE OF TOYOTA - Toyota Sales and Service Outl ets

TOYOTA SALES AND SERVICE OUTLETS

1.

SALES A ND SERVICE OUTLETS IN JAPAN (1998)

In Japan , five dealer networks, called " channels", are in operation . Each channel specializes in the sale of
different vehicle models. Each chann el is compr ised of from 50 to 80 dealers. Each dealer in t urn has a
large number of branch off ices and service shops engaged in the sales and service of Toyota vehicles.

2.

No. of Dealerships in the 5 Chann els

No. of Sales Outl ets
No. of Service Shops
No. of Technicians

309
5,630
4,900
31,00 0

OVERSEAS SALES AND SERVICE OUTLETS ' (1998)

Distributors of Toyot a vehi cl es are active in about 164 countries around t he wo rld, w ith a
large num be r of dealers providin g sales and service of To yota veh icl es.

3.

No. of Distributors
No. of Dealers
No. of Service Shops
No. of Technicians

168
7,564
6,30 0
48,700

DISTRIBUTION OF DISTRIBUTORS, SERVICE SHOPS AND TECHNICIANS

Ov er seas

Jap an

Number of Distrib utors/Service Sho ps /

Technici an s

Num b er of Dea lers/Serv ice Shops/

Tec hn ic ians

168 / 6,300 / 48, 700

Euro pe

309 / 4,900 /31 ,000

38 /3 , 190 /16 000

Middle East

North America

20 /330/2,900

4/1,430/11 ,700

Africa

49 /360/3 ,900

Dc eania and Asi a

33 / 750/11,200

Lat in America
and Caribbean

4 0/ 24 0/ 3,000

OUTLI NE OF TOYOTA - Toyota Group and Suppliers

TOYOTA GROUP AND SUPPLIERS

Au tomobil e manufacture is an int egra ted indust ry, com bining a w ide ran ge of techn ological field s. In t he case
of Toyota, many kind s of part s and comp onents are supplied by Toyot a Group compani es and by domest ic and
overseas suppliers.
Besides autom otive parts, companies in the Toyota Group produ ce product lines in several other fie lds,
including stee l, precision machinery, automatic looms, te xti les, hou sehold wa res, off ice and hou sing un it s, and
ot her products.
A ll Toyota Group firms and other suppliers enjoy a wo rking relat ionsh ip of equality and tru st, nur tu red over
many years of co-operat ion.

TOYOTA GROUP li n J apan)

Company

Estab lished

Main Products/Activities

Toyoda A utomatic Loom

Works, Ltd .

Nov. 1926

Ma nufactur e of spinning and w eaving machin es and

indu str ial vehicles, and partial assembly of automob iles

A ic hi Ste el Works. Ltd .

Mar. 1940

Manufactur e of carbon steel and steel alloys

Toyoda M achine Works. Ltd .

May 194 1

M an ufact ure of machine too ls and auto parts

Toyota A ut o Body Co . Lt d .

A ug. 1945

M anufactu re of aut o bodies and part ial assembly of

aut omobiles

Toyota Tsusho Corporation

J uly 1948

Import, export and trading of raw materials and

prod ucts

A isin Seik i Co . Ltd .

J une 194 9

Ma nufacture of auto part s and household appl iance s

DENSO CORPORATION

Dec. 1949

M anu facture of elect rical auto components

Toyoda Bo sho ku
Corpo rat io n

May 1950

Ma nufactu re of cott on t hread, cotton cloth and auto

parts

Towa Real Estate Co . Ltd .

A ug. 1953

Real estat e developm ent and rental

Toyota Central Researc h &

Development Labo ratories.
Inc,

Nov. 1960

Funda men tal technical research for t he Toyota Group

Kanto Auto Works. Ltd .

Apr. 1946

Man ufact ure of auto bodies and partial assembly of

automobiles

Toyoda Gosei Co . Ltd ,

J une 1949

M anufact ure of r ubber, plast ics, urethane and cork

prod ucts

Hino Moto rs. Ltd .

May 194 2

Manufactu re of large t rucks, buses, and aut omobil es

Da ihatsu Motor Co . Ltd .

M ar. 190 7

Manufacture of small automobiles

10

WHAT IS A TOYOTA TECHNICIAN? - What is the Toyota Sales Concept?

WHAT IS A TOYOTA TECHNICIAN ?

WHAT IS TH E TOYOTA SALES CONCEPT?
When Toyota sells cars to customers, it is not selling just cars -

it is selling benefits and satisfaction in the

form of cars . For this reason, Toyota's basic policy can be expressed in the two words: "CUSTOMER FIRST" .
Under this policy or way of thinking, the customer is number one, the dealer/distributor is number two, and
the manufacturer is number three -

not the other way around.

In other words, the benefits from a vehicle go first to the customer, then to the dealer /distributor, and finally to
the manufacturer. If this is aimed at, the result will be not just increased vehic le sales, but the development
and prosperity of Toyota as a whole -

but these can only be realized by gaining the trust and confidence of

the customer.
Furthermore, even after a vehicle is paid for, the sale is only half comp lete: the sale can be considered
complete only when the customer has actually used the vehicle and is fully satisfied with it.
Thus , the job of all Toyota dealer /distributors service departments and Toyota Motor Corporation (TMC) is to
make it possible for customers to use their vehicles with confidence and satisfaction. That is, you, as a Toyota
technician, have the important responsibi lity of raising the level of customer satisfaction through your
competent servicing and repairs .

Customer
Satisfaction

11

WHAT IS A TOYOTA TECH NICIAN? - What is Toyota Quality Service?

W HAT IS TOYOTA QUA LITY SERVICE?

No.1
Quality
Product

TQS

Increased Customer
Visits to Workshop
Increased Repeat and
Referr al Vehicle Sales
Increased Sales of Parts

h>

Financial
Stability
and
Long-Term
Development
of Dealer/
Distr.

OHP 7

Your service departm ent, too, engages in TQS (Toyota Quality Service) activities in order to realize the abovementioned sales concept. " TQS activities" are activities designed to bind the dealer /distributor and TMC
togeth er in providing No. 1 Quality Product s and No. 1 After-Sales Service to obtain the "Best Customer
Satisfaction".

Increa sing your custom ers' satis faction will not only help your company prosper -

it will also increase your

own job satisfaction. This is because, as we mentioned above, your customers ' satisfaction will ref lect onto

you r company, and as a result, you yourself will also benefit - for example, your working env ironment might
improve, you may receiv e better treatment (salary, promotions, etc.) from your company, and you could obtain
greater job security.

12

WHAT IS A TOYOTA TECHNICIAN? - What is Toyota Quality Service?

Providing a No. 1 Quality Product means to provide vehicles which both meet the needs of customers and
are suited to the environment in wh ich they are to be used, thus gaining the customers' trust and conf idence.
The main point of contact between the manufacturer and the customer is you, the technician. Not on ly can you
provide No.1 After-sales Servicing, but, through your daily servicing, you stand in a position to obtain accurate
data on technical problems and customer demands in regards to Toyota vehicles. You therefore fill the role of
feeding these data back through the distributor's Service Department to TMC, where it can be utilized in TMC's
ongoing quality improvement activities.

Production of Suitable
Vehicles
Dealer/Distributor
Branch

Customer
I

TMC

Distributor
I

I
I
I
I

I
I
I

ProductlTechnical
Information

ProductiTechnica I
Information

Product/Technical
Information

No. 1 After-Sa les Service means offering the best service in town -

that is, caring service*; service that

exceeds that provided by your competitors, thus keeping his or her vehicle in the best condition at all times,
and making sure he or she can always use the vehicle with confidence.

Customer

Dealer/Distributor
Branch

I
I

I
I
I

Service

Guidance &
Assistance

Distributor

TMC

Guidance &
Assistance

* Caring Service
Customers have four expectations regarding service :
Cordial treatment
Accurate, reliab le servicing
Reasonable charges
Efficient. speedy servicing
In addition, many customers would like "something extra" -

a helping attitude, which may find

expression in extra little services for customer convenience, such as oiling squeaky door hinges,
"professional advice" (tips on driving in the mountains, for example) given by the Service Advisor or other
workshop staff -

but such a helping attitude is hardly ever found.

13

WHAT IS A TOYOTA TECHNIC IAN? - What Does Toyota Ask of You, a Toyota Technician?

WHAT DOES TOYOTA ASK OF YOU, A TOYOTA TECHNICIAN?

You are a professional technician working in a Toyota wo rkshop . Someone who is engaged in the same type
of job as a side job or hobby is an amateur. You do your job as a professional. And compa red to amateurs and
technicians at other companies, you, as a Toyota professional, differ in at least two respects:

1.

YOU PUT INTO PRACTICE THE "CUSTOMER FIRST" PHILOSOPHY.

For the reaso ns ment ioned earlier (see " What is Toyota Qua lity Service?" ), you, as a Toyota tec hnic ian,
shoul d offer No. 1 A fter -sales Service to customers, and make every effort to raise th e level of their
satisfaction with their Toyota veh icles.
To raise the customer's level of satisfaction, it helps to keep constant ly in mind the realization that
customers are of utmost impo rtance , and to always think of w hat you can do to increase their
satisfaction, the n put your ideas into practice. Speedy and reliable servicing are of course of prime
importance, but other areas, such as treati ng customers' vehicles conscientiously and offering
"professional advice" on any problems discovered during servicing are also included.

2.

YOU LIVE UP TO PROFESSIONAL STANDARDS OF PRIDE AND RESPONSIBILITY.

No matter w hat t he job, it should be done reliab ly and as speedily as possi ble, and with the minimum of
cost.

Speedy,
Reliab le

Servicing

14

Minimum
Cost

WHAT IS A TOYOTA TECHN ICIAN ? - What Does Toyota Ask of You, a Toyota Technician?

YOU UN DERSTA ND THE TECHN ICIA N'S ROLE.

As mentioned earlier, your job is to provide after-sales service w hich w ill maintain the customer's
vehicle in the best condit ion at all times and allow him or her to use the vehicle w ith conf idence at all
times.

YOU TAKE PRIDE IN YOUR WORK .

Vehicle servicing is a very important job w hich has a direct effect on people's lives. You should
constant ly be awa re that it is you, a Toyota tech nician, w ho is responsible for helping Toyota vehicles
to maintain their wo rld reputation for high quality.

YO U DO YOUR BEST IN EVERY JOB.

No matter w hat the job, you should be conscienti ous and thorough, and always take responsibility for
w hat you do.

YOU A LWA YS ENDE AVOR TO M A KE IM PROV EM ENTS IN YOU R WORK.

A lways be improvement -conscious, searching for ways to do the job faster, more accurately, more
comfortably, or with less expense than it was done previously, then incorporate each improvement
into your wo rk.

YO U EN DEAVO R TO IMPROVE YO UR SK ILLS.

Toyota vehicles are continually undergoing quality improvements, wit h new models and new mechanisms
being adopted constant ly. In order to be able to maintain vehicles incorporati ng these new
tech nologies, you should both cont inually polish up your skills, and master new technologies as they
are introduced.

15

W HAT IS A TOYOTA TECHNICIAN? - The 10 Pr incip les of Bette r Workmanship for Technicians

THE 10 PRINCIPLES OF BETTER WORKMANSHIP FOR

TECHNICIANS
We have esta blished ten basic pr inc iples w hich are essent ial in your work and w hich should be put into
practi ce eve ry day. Endeavor ing to keep the se ten principles in m ind at all times w il l help you to provide
speedie r. more rel iable servic ing.

1.

PROFESSIONAL APPEARANCE
Wea r a clean uniform w it h your name on it.
A lways wear safety shoes.

2.

CAREFUL VEHICLE HANDLI NG & TREATMENT

A lways use seat & fender covers & fl oor mats.

Dri ve customer' s vehicle caref ully.

Never smoke in a customer's vehicle.
Do not use custome rs ' audio equipmen t or car telephone.
Rem ove trash & parts boxes fr om vehicle.

3.

NEA TN ESS & CLEA NLINESS

Keep wo rkshop (floor, tool boxes, wo rkbenches. gauges, tester s, etc. ) neat & clean by:
Discard in g unneeded ite ms
Putti ng & keeping th ings in order
Swee ping, washing, & scr ubbing
Work wi t h vehicle parked straight in stall.

4.

WORK SAFETY
Use too ls & other equipment (auto lift, jacks, grinde rs, etc.) correc t ly.
Be careful of fi re; do not smoke w hile wo rk ing.

5.

PLA NNING & PREPARAT ION

Conf irm "pri me item " (ma in reason customer brought vehicle into shop).
Be sure you und erstand custome r's requests & Serv ice Advisor's instr uct ions.
Be especially caref ul in the case of comeback jobs.
Perf orm diagnos is & comm unicate w ith Service A dvisor if extra wo rk is necessary.
Plan your wo rk (work procedu res & precaution s).
Check to see t hat necessary par ts are in stock.
Do only w ork w ritte n on Repair Order.
OHPB

16

WHAT IS A TOYOTA TECHN ICIAN? - The 10 Principles of Bette r Workm ansh ip for Tech nicians

REFER ENCE-

Depending on th e conditions prevail ing in differe nt market s (countries), th e basic prin ciples (such as
methods of greet ing) to be obs erved may di ffer somew hat. If the di str ibu tor in your count ry has
established a diff erent version of these ten basic principles, please use th em .

6.

SPEEDY, RELIABLE WORK

Use correc t SSTs (Special Service Tools) & testers.
Wo rk accordin g to Repair Man uals, Electrica l Wi ring Diagram s & Diagnosis M anu als to avoid
guessw ork.
Keep up to date on the latest tech nical information, such as Techn ical Service Bull etins.
Ask foreman or Service A dvisor if you're not sure of anythi ng.
Report to forem an or Serv ice Ad vi sor if wo rk is needed but not w ritten on Rep air Order .
Take full advantag e of available tr ain ing .

7.

FINISH BY PROMISED TIME

Check occasionally to see if you can finish job on time.
Notify foreman or Service Adviso r if you th ink you w ill fin ish late (or early), or if additional work
wi ll be necessary.

8.

CHECK WORK WHEN FINISHED

Confi rm that prime item has been compl eted.
Make sure that all oth er requested w ork has been done.
Make sure that vehicle is at least as clea n as when you received it.
Return seats, steering wheel & mi rro rs to their previou s position s.
Reset clock, radio, etc., if their memories have been erased.

9.

KEEP OLD PARTS

Put old part s in plast ic bag or in em pt y pa rt s bag , etc .
Put old parts in a predetermined place (e.g., on floo r on passenger 's side of car).

10. FOLLOW THROUGH

Complete Repair Ord er (e.g., w rite cause of problem, w hat parts w ere replaced & w hy, how
long job took, etc.).
Giv e forem an or Serv ice Advisor an y ad d it io na l inf orm at io n not w ritten on Rep air Order.
Notif y for eman or Service Advisor of any irre gularities you notic ed whi le w orking.
OHP 8

17

@TOYOTA
~

(
OV ERSEAS SERVICE DIVISIO N

TOYOTA MOTOR CORPORATION

CJ

PRINT ED IN JAPAN

89 03 N50002

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