MATERIAL HANDLING
Serving our customers
successfully the first time
9 out of 10 times, we fix trucks on the first visit
One of the key performance indicators in our business
strategy to become number 1 in customer satisfaction is
our first fix rate. This number tells how well we are doing
in serving our customers successfully on the first service
visit.
The Toyota Service Concept, or TSC for short, is our approach
to optimise our service and give our customers the reliability,
confidence and trust they need. It is based on the principles of
Toyota Production System (TPS) and the Toyota Way. We use it
to promote continuous improvement of truck availability, service
quality and cost reduction for our customers.
TSC is our guarantee that we’ll be there for our customers
whenever they need us. Within TSC, we also put a lot of
emphasis on the safety of our customers and our technicians
and we educate our employees to understand and manage the
environmental risks of truck maintenance.
In 2014 we achieved a first fix rate of 91% and aim to increase
to 95% by 2017. To do this we continuously apply the TSC
philosophy to our operations. In the recently introduced weekly
customer surveys, we apply the Net Promoter Score (NPS)
system. The methodology supports continuous improvement
(Kaizen) of our operations from direct customer feedback.
In addition, we apply a structured improvement methodology
called Hoshin to all areas of the service process to ensure that
we will also meet our customers’ future requirements. This
includes several innovative technical solutions to simplify their
daily operations and thereby increase productivity and the
availability of the machine.
As part of the Toyota Service Concept, we have two Europewide service accreditation programmes: ASEC and STEP.
These specialised programmes have significantly improved our
customer service by offering customer tailored service.
Find out more in our ASEC and STEP case study.
“Our continuous customer surveys tell us what
is most important to our customers. Maximum
productivity in their operations depends on our
focusing efforts to provide proactive service
through the Toyota Service Concept, as well as
quickly remedying unforeseen repairs of their
fleets.”
David Reinerstedt,
Manager Strategic Planning, Service Market
Toyota Material Handling Europe
KEY
FACTS
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Over 4,500 trained service technicians
Over 3,300 fully equipped service vans
Over 300,000 trucks on service agreement
Over 3,500,000 service visits annually
• 91% first fix rate – 2015 performance
• 95% first fix rate ­– 2017 target
Explore
Toyota Service Concept
1
Service plans are tailored to a
customer’s operation. Service
visits are planned electronically
and the Toyota service team
checks with customers to ensure
smooth scheduling.
6
Standardisation of vans with
optimised exact-fit parts stock
satisfy over 90% of normal parts
requirements. 5S programmes
ensure trucks are well-organised
and parts are easy to find.
2
Alternatively, for machines with
Toyota’s smart truck technology,
the network is automatically
and immediately alerted to take
remedial action when a problem
arises.
7
Centrally supplied exact-fit parts
are selected using verification
systems and can reach all
European locations within 24 hours.
All parts suppliers are accredited
and parts are quality tested.
3
We will select the technician with
the best fit – based on technical
qualification and location. The
technician is informed instantly,
online.
8
Details of the service visit are
summarised and confirmed
with the customer electronically,
eliminating the need for paper.
4
Travel distance and time is
9
minimised through online route
planning. The technician arrives onsite, and works to our Toyota Material
Handling quality, environmental,
health and safety standards.
5
The technician is supported by
on-line truck history, parts
information and technical support
if required. We actively collect
and communicate practical
information on best practices.
FIRST
in customer
satisfaction
This case study supports our sustainability approach
‘DUAL IMPACT’, where we work closely with our
stakeholders on our common sustainability targets.
Toyota I_Site customers can
analyse all aspects of their
operation: truck fleet details,
utilisation levels, driver
performance and operating
costs.
Find out more at www.toyota-forklifts.eu