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75-Y ear His to ry TOP > A 75-Year History through Data > Management and Company Information > Quality > Customer Relations Activities
Improving product and work quality by listening to "Voice of the customer" is the fundamental concept
behind Toyota's activities. When Toyota Motor Co., Ltd. and Toyota Motor Sales Co., Ltd. were merged in
1982 to form the new Toyota Motor Corporation, the customer assistance operations that had been
carried out by various departments were unified to establish the Customer Relations Division. The entire
company strives to ensure enhanced satisfaction by delivering "Voice of the customer" to the relevant
departments and utilizing it to improve both customer support and the quality of our work and products.
Number of Customer Reviews Received Annually (in Japan)
Year Month Activities
1979 October Toyota Motor Sales Co., Ltd. customer service telephone line established
1980 November Subcommittee for consumer issues established at Toyota Motor Co., Ltd.
December Consumer Issue Liaison Conference established at Toyota Motor Sales Co., Ltd.
1981 July Consumer Issue Working Group established at the Japan Automobile Manufacturers
Association, Inc. (JAMA)
1982 July Customer Assistance Center (CAC) opened in Nagoya when Toyota Motor Co., Ltd. and Toyota
Motor Sales Co., Ltd. are merged
1983 March Customer Assistance Center (CAC) opened in Tokyo and Osaka
September Pamphlet on 'How to correctly drive a car with automatic transmission' created
November Owner's Manuals revised to make them more user friendly
1984 April Activities to establish Customer Assistance Hotline at dealers started
1985 October Customer relations seminars held targeting distributors in 12 European countries
1986 March Safe-driving promotion pamphlet created by JAMA
Management and Finances
Personnel Matters
Quality
Quality Assurance Activities
Customer Relations
Activities
Environment, Compliance, and
Social Contribution
Reference guide
Quality
Customer Relations Activities
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1986 March Safe-driving promotion pamphlet created by JAMA
1989 January Customer Satisfaction (CS) Improvement Committee established
1990 April Customer assistance telephone numbers made toll-free (all toll-free numbers completed in
1992)
1991 March Toyota Panel of Advisory Specialists for Consumer Affairs established
1992 April Customer assistance seminars targeting dealers started
1995 February Publication of the news bulletin 'Customer Assistance News' targeting dealers started
April Automotive Dispute Resolution Center established
1999 May Various consumer-oriented events held as part of Customer Month
2000 October E-mail-based customer assistance started
2001 September Customer's Voice Experience Seminar started
2004 January 365-days-a-year operation of the Customer Assistance Center (CAC) implemented full-scale
2005 April Lexus Information Desk opened;
- Lexus Owners Desk opened in August
2008 March Global Customer Relations Standards targeting overseas distributors issued
2009 May Exhibition of 'Customer's Voice' started as part of Customer Month
QualityQuality Assurance Activities