Toyota

COMSATS UNIVERSITY ISLAMABAD

Department of Management Science, Islamabad Campus

Internship Report

SUBMITTED BY:

Abubakar saddique (sp18-BBA-006)

SUBMITTED TO:

Sir Imran khan

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Table of Contents

Inception Report………………………..………………………………………....
Project submission Report……………………………………………….…….....
Executive Summary ………………………………………………………………

Introduction
1. Company Background (History) ……...……………………6
2. Mission & Vision……...…………………………………….9
3. Organizational Structure ……………………………………10
4. Products or Services Offered ………………………………13
1. Product/Service Details (A) ………………………….14
2. Product/Service Details (B) ………………………….18
5. SWOT analysis for the company……………………………19
2. Learning
1. Problem Identification …………………………………….20
2. Solutions for the above mentioned problems……………….21
3. Conclusion…………………………………………………..24
References ……………………………………………………….25
Personal Resume …………………………………………………26

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Date: November30, 2021

Inception Report

I, Abubakar saddique student of SP18-BBA-006 have Toyota Motors as a company for final
project, have discussed the organization’s issues and problems in detail. These are:

1. Product/Service issues:

• Car booking issue: Customer facing a lot of problem while booking the car, wait for at least
1 year for new car, the car would be again late to the specific time given to the customer.

• Customer not getting maintenance service: Customer were not getting maintenance and
repairing service from the official service center of Toyota due to high Charges.

• Quality issues relating to interior and exterior of their newly-purchased locally assembled cars

2. Pricing issue:
• Very Expensive Spare parts: Due to high Tax included to imported and original spare part
of car, their customer purchase spare part locally rather than from official showroom which
create many faults in car.

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• Now Customer having multiple options for buying cars, having more options car in reasonable
price then Toyota. So threat of switching customer to other brand.

Project submission Report

Following are the details of the focal person(s) with whom the above-mentioned issues and
problems of the organization were discusses.
Name: Amir Farooq Designation: H.O.D. Services
Contact no: 0512607140
Email: [email protected]
Address: Toyota Islamabad motors, Blue Area.

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Executive summary:
Toyota is Japanese multinational company founded by toyoda Kiichiro.toyota manufacturing
automobiles and other gasoline-powered vehicles. It is one of the world’s major automaker,
producing over 10 million automobile every year. In 1960s Toyota launch Toyota corolla for
middle class people in Japanese economy. Examination of Porter’s five point forces that effect
their customer, suppliers, substitute, competitor etc. Toyota mission mission and vision is to
attract and retain consumer through high valued and variety of products and solution.
Organizational structure include 369,124 employees are working in 2018 from top to lower level
management. Toyota is manufacturing Automobile such as vehicle, engine, car electronics;
Material handling Equipment and Textile machinery.SWOT analysis of Toyota Company which
define strength, weakness, opportunity and threat of Toyota. Identifying problem related to
Product/Services of car booking issues, Customer not getting maintenance service to their
original workshops, quality issue and Pricing issue related to Expensive parts and high price and
less feature so threat of high switching brand. And as a marketer I provide solution for these
problems

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Introduction
Company Background (History):

Toyoda Kiichiro founded what would become the Toyota Motor Corporation in 1933 as a
division of the Toyoda Automatic Loom Works, Ltd. (later Toyota Industries
Corporation, now a subsidiary) is a Japanese multinational automotive manufacturer
headquartered in Toyota City, Aichi, Japan., a Japanese manufacturer founded by his
father, Toyoda Sakichi. and produced his first prototype vehicle in May 1935.

• Kiichiro Toyoda was one of the company's founders.

• Hino Motors is a subsidiary.

• Industries: Automotive

Toyota Motor Corporation Pakistan is a component of the Pakistani car industry, which
manufactures automobiles and other gasoline-powered vehicles such as buses, lorries,
and motorcycles. It operates on an oligopolistic market structure based on a price-based
paradigm.

. Through its subsidiary Indus Motor Company Limited, it operates in Pakistan (IMC).
IMC was founded in 1989 as a joint venture between Pakistan's "House of Habib,"
Japan's "Toyota Motor Corporation," and Japan's "Toyota Tsusho Corporation." IMC's
equities were previously listed on the Karachi Stock Exchange (Guarantee) Ltd, the
Lahore Stock Exchange (Guarantee) Ltd, and the Islamabad Stock Exchange (Guarantee)
Ltd; these exchanges have since merged to become the Karachi Stock Exchange. In
Pakistan, the company manufactures and promotes Toyota brand vehicles.
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Toyota is one of the world's major automakers, producing over 10 million automobiles
every year. Toyota Motor Corporation, a subsidiary of Toyota Industries, developed its
first product, the Type A engine, in 1934 and its first passenger automobile, the Toyota
AA, in 1936.

Following World War II, Toyota benefited from Japan's alliance with the United States,
which enabled it to learn from American automakers and other businesses, resulting in
The Toyota Way (a management philosophy) and the Toyota Production System (a lean
manufacturing practice), which transformed the small company into an industry leader.
Toyota capitalized on a quickly rising Japanese economy in the 1960s to sell automobiles
to a growing middle class, resulting in the development of the Toyota Corolla, which
would go on to become the world's best-selling automobile of all time.

Competitor:
 Ford. ...
 Honda. ...
 Nissan. ...
 Audi. ...
 Tesla. ...
 Maruti
 Suzuki.

Toyota's study of the five forces

Comprehensive examination of Porter's five forces.

New arrivals pose a threat:

All large enterprises in the automotive sector face the threat of new competitors entering
the market to take their place. Toyota, too, confronts similar issues, and the recent launch
of the TATA nano represents a significant danger to Toyota and other automakers.

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Because the TATA nano is the world’s cheapest automobile, it will undoubtedly
dominate in the world’s underdeveloped countries, and because TATA and Peugeot
collaborated to produce the car, Toyota needs to devise a plan that will enable them to
target the world’s middle to lower middle class. (Jhonson, S. Scholes, and W. Wittington,
2008).

Customers’ bargaining power:

Customers’ bargaining strength varies by location. Customers in European countries

enjoy exceptional bargaining power, owing largely to competition and their purchasing
power. On the other hand, in countries such as Pakistan, consumers have limited options
and producers demand a premium.

Substitute product threat:

In developed countries such as America or other European countries, this threat to Toyota
is significant because a variety of other car manufacturers sell their products with a
variety of different deals. For example, Citroen now sells the majority of their cars with
no deposit and no interest for up to three years, posing a significant threat to Toyota in
the UK. Because of the global economic crisis, people are more concerned about saving
money.

Suppliers’ bargaining power:

Because Toyota has a strong brand, this threat is relatively modest in comparison to other
manufacturers, as the brand confers a larger value on suppliers' products.

Competitor rivalry:

Additionally, this factor varies by region. As previously stated, European countries have
a plethora of manufacturers, which means that competition among competitors is fierce.
For example, whereas Toyota has just one major rival in Pakistan, Honda, in the United

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Kingdom, Toyota has competition from Honda, Peugeot, Nissan, Ford, and Rover,
among others, creating an intensely competitive environment.

• Statement of mission and vision:

Mission:

"To attract and retain consumers through the provision of high-value products and
services and the most enjoyable ownership experience possible

Vision:

"To be the most renowned and successful firm in the car industry by delighting
consumers with a diverse variety of products and solutions via the use of the greatest
people and technology."

Toyota Islamabad motors' objective is as follows:

Toyota Islamabad Motors has established specific objectives in order to remain the
market leader and meet the needs of its customers. These include the following: Enhance
Quality.

Boost Efficiency.

Cost-effectiveness.

Boost productivity.

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Structure of the organization:

Toyota Motor Corporation's organizational structure is based on the company's diverse

business operations worldwide. Toyota's organizational structure is designed to meet
company objectives and strategic direction. This form also bears a strong resemblance to
the traditional organizational systems employed by Japanese enterprises. Toyota's success
in maintaining a strong global presence demonstrates its ability to maximize efficiency
and capacity utilization through the usage of its organizational structure.

Toyota Islamabad Motors has always been at the forefront of environmental preservation
and enhancement efforts. They strive for growth that is environmentally friendly in all
aspects of their business activity. They are committed to utilizing and promoting
technology and practices that enable the environment and economy to coexist together.
The company's environmental commitment is reflected in both their declared policy and
practices. Islamabad Motors' team is devoted to consistently improving the company's
environmental management system in order to identify and eliminate activities that have
a detrimental impact on the environment, to comply with all applicable legal, regulatory,
and other obligations, and to aid society. By making the atmosphere more hospitable.

Hierarchal view of Toyota Islamabad office:

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Marketing Sale Department Service HR &

Department Administration
Department for
Department

Corporate &
Duty
Free Vehicles
MR. MR. RAZA A MR. AMAN MRS. AALIAS
MAZHARAR ZAIDI MIRZA MOHSIN
(General (General (HR
JAFFERY
Manager) Manager) ENQUIRIES)
(General
Manager)
MR. IMTIAZ MR. FARHAN
BILAL BAIG
(Sr. Corporate (Assistant
Executive) Manager Sale)
MR. SALMAN
ALI
(Corporate
Executive)

Features of Toyota’s Organizational Structure:

Toyota's organizational structure is divisional. In 2013, this structure experienced

considerable alterations. This was interpreted as a response to the safety concerns and

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subsequent product recalls that began in 2009. Toyota had a strong centralized worldwide
hierarchy under its previous organizational structure, which was more akin to a spoke-
and-wheel system. All significant decisions were taken at the company's headquarters in
Japan. Individual business units were not connected, and all communications were routed
through headquarters. However, this organizational structure was severely criticized for
its inability to respond quickly to safety concerns. Following the 2013 reorganization,
Toyota's new organizational structure now possesses the following key characteristics:

1. Global hierarchical structure

2. Territorial divisions

3. Divisions depending on products

1. An Overview of the Global Hierarchy: Toyota has retained its global hierarchy despite its
2013 restructure. However, the company has expanded the decision-making authority of regional
and business unit heads in the current organizational structure. In essence, Toyota decentralized
its decision-making procedures. All business unit heads, however, report to the company's
worldwide headquarters in Japan.

2. Divisions geographies: Toyota's newly structured organization has eight regional divisions
(Japan, North America, Europe, East Asia and Oceania, China, Asia and Middle East, Africa,
and Latin America and Caribbean). Each regional manager is directly accountable to the
company's headquarters. Toyota's organizational structure enables it to adapt products and
services to regional market conditions through these regional divisions.

3. Divisions based on products: Toyota's organizational structure also includes a series of

product-based divisions. The company is divided into four divisions:

(a) Lexus International,

(b) Toyota No. 1 for North America, Europe, and Japan operations,

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(c) Toyota No. 2 for all other regions, and

(d) Unit Center, which is responsible for engine, transmission, and other associated activities.
This organizational structure element of Toyota facilitates the creation of brands and product
lines.

Toyota's new organizational structure is more adaptable than the company's previous centralized
hierarchical structure. The company is now better equipped to respond to regional market
situations as a result of this new structure. This adaptability enables Toyota to respond quickly to
difficulties and deliver higher-quality products. However, as regional heads' decision-making
authority has grown, headquarters' grip over the global organization has eroded. Nonetheless,
this organizational structure enables businesses to maintain their resilience and growth.

Employees 369,124 (2018)

Products or Services Offered:

Toyota Industries develops and manufactures automobiles and automobile-related products, such as
vehicles, engines, car air-conditioning compressors, car electronics components and devices, and
stamping dies.

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Automobile:

Introducing Toyota Industries' automobile-related products.

• Vehicles: Toyota's motor vehicle production fell 14.4 percent in the fiscal year ended
March 31, 2021, to approximately 7.6 million units.

Toyota Motor Corporation manufactures vehicles under the following five brands:
Daihatsu, Hino, Lexus, Ranz, and Toyota.

• Engines: Toyota Industries makes gasoline, diesel, and gas engines in displacements
ranging from 1,000 to 5,200 cubic centimetres. We are making a concerted effort to build
ecologically friendly engines that are high in power, quiet, vibration-free, and light in
weight.

• Automobile engine

• Foundry components

• turbochargers

• Automobile Air-Conditioning Compressors: Automobile air conditioners that regulate

cooling automatically in response to the temperature inside and outside the car. The
compressor is the heart of an automobile air conditioner. We are creating compressors

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that contribute to fuel efficiency as part of our long-standing commitment to

environmental preservation.

• Compressor with fixed displacement • Compressor with electric motor • Compressor

case made of aluminum die-cast

• Car Electronics: Toyota Industries' car electronics business focuses on the development
of DC-DC converters for electric cars and DC-AC converters for household appliances
integrated into vehicles, as well as on maximizing our power electronics development
capabilities developed through the electric powertrain system. Toyota Industries created a
Rear Inverter to power the rear motor that drives the rear wheels of electric four-wheel
drive (4WD) cars. For the first time in the series, the new TOYOTA Prius has a 4WD
variant and our Rear Inverter. Toyota is working to create a low-carbon society through
the development of battery electric vehicles and hybrid electric vehicles that can be
charged using household appliances. Additionally, a charging and discharging
mechanism is generated.

Toyota electrifies their vehicles through the use of bipolar nickel-hydrogen batteries that
are more compact and produce a higher power.

Materials Handling Equipment

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Toyota Industries introduces its material handling equipment.

• TOYOTA MANUFACTURING CO., LTD.:

Toyota manufactures a variety of material handling products, including internal

combustion lift trucks.

Electric forklifts

Conveying equipment for industrial storage

• PRODUCTS RAYMOND:

Toyota also manufactures Raymond-branded products such as Raymond Courier

Automated Lift Trucks.

It offers adaptable, scalable automation that fits seamlessly with warehouse operations.

They dispatch a courier industry truck to a tracked location automatically (warehouse)

Raymond Side loaders 9300/9400 (Long Load Lift Trucks): Raymond's 9300/9400 Side
loader is ideal for narrow aisle storage, palletless handling, and transporting lengthy,
large items in constrained spaces.

Series 4000 Sit-down Counterbalanced Trucks: Designed to operate independently or as

part of an integrated material handling solution, counterbalanced trucks assist operators in
moving products across a warehouse.

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• AICHI Components:

Self-Propelled Aerial Work Platform: An aerial operations platform with a wheeled body
that is ideal for construction work. With a maximum height of 12 metres, its intelligent
accelerator control system automatically adjusts the engine speed to its optimal setting.

Aerial Work Platforms Mounted on Trucks:

With its high insulation capability given by the FRP bucket and boom, and its hydraulic
winch with a maximum hoisting capacity of 490 kg, this machine is typically utilised on
electric utility construction sites.

Textile Machinery

Toyota Industries introduces its textile machinery.

• Spinning Machinery: To address the diverse needs of our customers, Toyota Industries
has created a robust portfolio of spinning machinery, including high-speed ring spinning
frames and roving frames.

RX300 (frame for high-speed ring spinning): The RX300 satisfies the spinning frame
industry's high standards for quality, productivity, operability, and ease of maintenance

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with the use of modern Toyota technologies such as patented spinning geometry, positive
lifting, and a 10.5-inch colour function screen.

FL200 (Roving frame with a high top speed):

The cutting-edge FL200 is the result of Toyota's unwavering pursuit of the ultimate
roving frame, one that enables anyone to manufacture high-quality roving at high speeds,
which was the goal of the FL100.

Weaving Machinery: Toyota Industries develops and manufactures air jet looms for air-
insertion of the weft yarn and water jet looms for water-insertion of the weft yarn.

The JAT810 air jet loom continues Toyota's tradition of "Weaving the greatest quality
fabric at the lowest feasible cost." It contains a variety of original Toyota technologies,
including an energy-saving Air-Saving System and the innovative "E-shed" electronic
shedding action.

Loom with water jets:

The LWT810 improves productivity and quality by incorporating the latest technological
developments that Toyota customers expect, while also attaining the maximum energy
savings possible to safeguard the environment.

Cotton Fabrics: From Raw Cotton to Cotton Fabrics The fabric that is typically used in
clothing is manufactured in two stages: the "spinning process," during which raw cotton
is transformed into thread, and the "weaving process," during which the thread is stitched
into fabric. Toyota manufactures all of the cutting-edge technological machinery used to
manufacture clothing, from the raw material cotton to the finished fabric.

SWOT Analysis of Toyota Company:

Strength:

1. Strong brand image

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2. Global supply chain

3. Rapid innovation capabilities
4. Great Use of Technology
5. Large Product Portfolio

Weakness:

1. Hierarchical organizational structure

2. Secrecy in organizational culture
3. Effects of product recalls in recent years
4. Weak Position in Asian Markets

Opportunity:

1. Growing markets in Asian countries

2. Rising demand for fuel-efficient automobiles
3. Growing interest in advanced electronics in vehicles OR Technological innovation
4. Weak Japanese Yen vs. U.S. Dollar
5. Diversification

Threat:

1. Growing market presence of low-cost competitors and increasing cost of raw material
2. Rapid innovation of competitors
3. The great threat is that Toyota having higher prices against its competitor
4. Fluctuating fuel price
5. Natural disaster

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6. Economic slow down

7. Weak Japanese Yen vs. U.S. Dollar

Learning:
Identification of problem:

1. Product/Service issues:

• Car booking issue: Customer facing a lot of problem while booking the car, wait for at
least 1 year for new car, the car would be again late to the specific time given to the
customer.

• Customers were not getting maintenance service: Customer were not getting
maintenance and repairing service from the official service center of Toyota due to high
Charges.

• Quality issues relating to interior and exterior of their newly-purchased locally

assembled cars

2. Pricing issue:

• Very Expensive Spare parts: Due to high Tax included to imported and original spare
part of car, their customer purchase spare part locally rather than from official showroom
which create many faults in car.

• Now Customer having multiple options for buying cars, having more options car in
reasonable price then Toyota. So threat of switching customer to other brand.

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Solution for above mentioned Problem:

1.Services issues:
 Solution for car booking issue:
The main reason of booking car issue is because Toyota ‘car demand is high but
production is low. So Toyota has to increase production by generating one more Plant in
Lahore for assembling.
While booking car the management have to guide clearly about the arrival date of car. In
case due short production, The CRM department have to convey about changed date via
email or SMS and at the late arrival of car they have to compensate/relax the customer
aggression by giving coupon ,voucher cards and by returning some amount of money or
freely giving safety or upper modified parts to satisfy their customer
Enhance the Customer relationship management plans to motivating and satisfying
customer

 Customers were not getting maintenance service because of high charges. so that
Toyota have to start awareness campaign to their target audience by telling
functional benefits that Toyota company have skilled worker especially trained
from Toyota head office and using electric automated machinery that charges are
high but service having more worth then its price.
Awareness Campaign plan:

1. Do your research: Toyota’s customer were not getting maintenance service at their
official workshops
2. Find your target audience: The Toyota actual users location,behaviouretc
3. Craft your campaign message: design message that that Toyota company have
skilled worker especially trained from Toyota head office and using electric
automated machinery that charges are high but service having more worth then its
price.

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4. Generating multiple Offers: Maintenance service to their official store will

generate the service card giving 100% accuracy of all their service which would be
more affected while selling their car. That service card proves of having100%
genuine and accurate car
5. Use multiple channels: use social media, SMS, billboard to communicate.

 To improve Quality issues firstly Toyota have to create customer survey which
generate customer’s feedback that what they actually want. Generate a complain
cell to tackle complains and take action to satisfy their customer
Increase customer satisfaction Plan:
1. Understand your customer:
Toyota have to understand their customer actual desire that having poor interior
quality of car

2. Customer survey:
Customer survey that why and when their customer facing issue which generate their
actual feedback
3. Treat customer as a VIP:
Treat customer their special customer by impressing, motivating and Compensate by
rewarding that they are using premium and best quality and better be next time.
4. Omnichennel approach:
Use social media E-Survey form, physically survey to gather all the information and
then work to action on Quality assurance department to improve quality
5. Multiple supplier:
While having multiple supplier then there will be less influence of power

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2. Pricing issue:
 The increase in price of spare parts of Toyota is because of imported product,
taxes are included. So they have to buy parts from local manufacturer and ask
them to make parts as genuine and quality product and approved from Toyota.
Awareness of guarantee:
Toyota has to insure their customer that they are selling quality product by giving
5 year guarantee of their product
Relax customer by giving quality product having no fault in future
Sales promotion:
Toyota showroom from where purchasing of car besides to other cards company
have to issue loyalty card to the customer so that’s why customer become loyal to
showroom while purchasing of car or other spare parts having maximum
percentage of discount in product. They also have to insure that they are selling
quality.
This creates a great word of mouth for Toyota’s product.

 Toyota company have ensure their customer by social media and electronic media
campaign by giving value to money of our customer that they are purchasing best
car at best time and price
Value to money: Toyota have to increase value to money by showing their
functional benefits of car that Toyota introduce fuel efficient car
By showing more value to buy Toyota car in their campaign with great features
and brand image played in social media(fb,instagram,twiter,utube) and in
electronic media

Conclusion:
Toyota has delineated that they are a solid organization. Furthermore, they have designated and
remained in front of their competition. They have led the way for vehicles targeted towards
middle-class families and middle-aged drivers. There should be improvement and tailoring the

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technology for the needs of the customers so that there will maximum productivity. The strength
of the organization is its enhanced item range, exceptionally designated advertising and a
guarantee to incline assembling and quality. The companies also maximize profit through
efficient manufacturing approaches. A shift toward smaller, more fuel-efficient vehicles, which
Toyota can manufacture at a relatively low price, will support growth in Pakistan.

Reference:
http://panmore.com/

https://www.toyota-industries.com/index.html

https://en.wikipedia.org/wiki/Toyota#:~:text=Toyota%20Motor%20Corporation
%20produces%20vehicles,Ranz%20and%20the%20namesake%20Toyota.
https://en.wikipedia.org/wiki/Toyota

https://managementglossary.com/

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Personal Resume:
Abubakar saddique
Street#2,Graden Town,G-Block,Chishtian,District bahawalnagar
PH#0301-8252515,Email:[email protected]
Objective:
To get employment by utilizing my skills to grow a company that will exceed expectations
and sales goals. To secure employment as a Marketing manager that will provides a positive
learning environment to advance and implement new strategies for the company's success
Skills:
 Leadership skills
 Problem solving skills
 Communication skills
 Team coordination skills

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 Interpersonal skills
Experience:
 Organizer of Kamyaab Naujwaan Program 6 Dec 2021
 Internship at Vintega Solutions Marketing Company Feb 2021
 The organizer of Eat Festival at Comsats University April 2019
 Participating in Comsats Business case competition December 2019
 Internship at gulistan petroleum as service area manager June2020

Education:

 Bachelors in Business Administration with Marketing

o Comsats University Islamabad 2018- Present

 Intermediate in Pre-Medical: 2015-2017

o Chishtian science college chishtian

 Matriculation: 2013-2015

o The Educators Al-Sharif campus ,Chishtian.

Activities/ Interest:

 Travelling
 Physical Activities
 Active on social media
 Cricket, Badminton and Volleyball
 Indoor Games(Solving puzzle)

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