Quality Management

in Toyota Business
The current study identifies the role of quality management in the inspection and assurance process and
range of quality management approaches that Toyota can adopt in quality management process.
Introduction
Quality management in business assignment assists organization to maintain the quality of the services
as per the services provided. Quality management has four main components like quality planning,
quality assurance, quality improvement and quality management. Toyota Motor Corporation is the worlds
first automobile manufacturing organization that manufactures innovative cars for the clients. The
organization is headquartered in Toyota, Aichi, Japan and it is a multinational organization that operates
business in different parts of the world. The current study identifies the role of quality management in the
inspection and assurance process and range of quality management approaches that Toyota can adopt
in quality management process. It identifies the similarities and different approaches of quality
management process and also identifies the importance of customer satisfaction in Toyota. It evaluates
the meaning of continuous development and types of value added services and benefits that can be gain
by the organization. The report identifies the role of self-assessment in order to determine organizations
current state of health and importance of communication and record keeping at Toyota.

Task 1

1.1 Definitions of quality in terms of business and services provision

Quality is the characteristic of the product, services and process, which is noticed by the consumers
mainly. For a customer, quality of service has a big importance and Toyota has having focus on quality
service to the customer for this the value are retained. At Toyota, an assurance of quick service by highly
qualified manpower and inbuilt quality of genuine parts, made its customers satisfied. Toyota has a
standardized service process which provides a hassle free service experience. The organization is using
the total quality management process that helps to influence the decision of customers. Modern definition
of quality is fitness for intended use in the business. It basically says meeting the expectations of the
customer. Toyota has been practicing the quality management to keep the quality of the products and
services to high standards. It includes all the steps of production process of product. In business, the
quality has a pragmatic interpretation as the non-inferiority or superiority of a product. Consumers mainly
focus on the specification quality of a product and service. The organization is looking for improvement in
business process quality by involving the all stakeholders
.
Quality is often measured in terms of conformance of requirements. In Toyota, business users define the
requirements of the system. The sales system is been developed and its quality is measured against the
requirements. Problem may arise when requirements are biased. Toyota team is determined to provide
best service in any conditions. No compromise with the quality of the product and services made Toyota,
the biggest automobile organization in the world.

Copyright by www.hndassignments.co.uk
1.2 Explain and illustrate earlier processes of inspection and assurance

Quality control started in the late twenties where the in charge was called a quality control manager. At
the time only inspection was the priority of Toyota. As the time moved on, focus on statistical control was
made which improved the quality standards remarkably. In the late sixties emphasis was made on
improving the designs of products which filtered quality to high standards, which was more improved in
late eighties. Later on by the advancement of the technology various tools were developed which
improved the quality standard. Quality inspection helps in measuring, checking and testing one or more
product characteristics and to relate it to the requirements of the customer (Yang and Yang, 2013). This
task is performed by trained personals it does not fall within the responsibility of production. Quality
control is a system of maintaining standards in manufactured products by testing a sample of the output
against the specification. Toyota reviews the quality of all the parts made in the production department, it
is a part of quality management system which fulfills the requirements of the customers. Control includes
product inspection, it is done by both visually and stereo microscope. Quality assurance is a way of
preventing mistakes or defects of the products and avoiding problems when delivering solutions or
services to customers. Toyota assures fulfillment of the quality of the products.

1.3 Range of quality management approaches that can be adopted by Toyota

According to analysis of organizational approach of Toyota, it is been considered that top management is
concern about the quality in products and services. The organization can use following approaches for
managing quality in business and services:

Fact based decision making: For managing the quality in the business and services, it is recommenced
to Toyota management could implement the fact based decision making will help to meet the standard
more professional manners. For this kind of decision making, organization would evaluate the business
reports, findings of survey that conducted by different departments of organization (Nicholas, 2016). By
using the facts, organization will able to make the decision over the quality.

Customer focus: The organization is majorly dealing in the products and services that are directly
associated with customer needs. In order to maintain the quality approach in the business and services,
organization requires to focus on the customers expectation in products and services such as
performance of cars, communication with customers and process of order making and delivery which will
support to retain the customers as well develop the integrated system for managing quality.

Copyright by www.hndassignments.co.uk
1.4 Similarities and differences between the different approaches

Table 1 Differences between the different approaches

Fact based decision

Basis of difference Customer focus
making

The approach is based on

the correct information and The approach is based on
Meaning also helps the business to the clients and their
gain the right information behavior.
for the problems.

The information of decision

It is based on the external
Base is based on the internal
sources like customers.
sources.

The information based

The details given under this under this approach is based
Information approach are totally based on the feedback of the
on the past decision making. customers.

The similarities among the approaches are to improve the service quality in the organization and also
help the business to gain the competitive advantage (Zeng.et.al.2015). It also affects the brand image of
the organization directly and creates the clients base for the business. Both the approaches are centric
for the organization and help the business to gain the trust of the customers.

Task 2

Copyright by www.hndassignments.co.uk
2.1 Customer satisfaction at Toyota

The main of the organization is to provide quality services to the clients and maintain the level of
satisfaction to the clients. It is most important aspect for the organization to retain the clients by providing
effective services. In order to keep the clients happy and motivated organization provides after sales
services to them. Customer is the kind of market and all the business want to keep the clients happy in
order to maintain that kind of order organization has to create good communication channel with them.
Toyota hires the relationship manager to identify the problems of the customers in the organization. In
order to identify the level of satisfaction among the client organization collects the feedback of the
services provided by the organization and then evaluate them for the outcome. Customer satisfaction
reflects the positive image of the organization and assists the organization to attract the new clients
towards the organization. It reflects the positive image of the organization at the global level and also
assists the business to improve the image in the global market. Client satisfaction help the business to set
the benchmark of the services provided to the clients and retain the clients for the longer period.

2.2 Continuous improvement in the organization

Continuous improvement in the organization helps the business to bring the change in the services and
also assists the business to attract the new clients towards the organization. For instance Toyota designs
the new models of car and presents them in the market to attract the clients. Organization has to hire the
employees to identify the drawbacks of the services provided to the clients if any problem found in it than
business try to improve them. In the present market organization changes in services is the most
important task that helps the organization to maintain the position in the market. Innovative services
assist the organization to attract the new clients towards the business and it can help the business to sell
the goods as per the USP of the business. Continuous changes aid the Toyota to gain the competitive
advantage and increase the brand image in the market. Toyota is the worlds leading automobile
organization that designs most innovative car models for the clients that made the organization more
unique than the other automobile organizations like Volkswagen, Mercedes etc. (AlMaian.et.al.2015).
Marketing of Toyota is always based on the unique theme that shows that organization is always focus on
the technology up-gradation.

2.3 Types of added values and benefits Toyota would gain from implementing effective
quality management

Organization always tries to give valuable return to the client in return and that help the business to
maintain the good image in the market. Value- added is explains the enhancement an organization
provides its product and services before offering the product to the clients. Value added is considered as
Toyota takes product that may be accepted as a homogenous product with fewer differences from the
rivalry organization and gives potential customers with an option that that gives more client satisfaction.
Toyota gets various benefits from quality management and is also improving the sales of the

Copyright by www.hndassignments.co.uk
organization. Management receives benefits in various ways like higher customer satisfaction, increment
in sales, improves brand image of organization, achieve management goals etc. Quality management
aids the management to identify the needs of the clients and manufacture the cars as per the demand of
customers. As per the marketing intelligence department of Toyota quality management facilitates the
organization to attract the clients by offering quality products Management experience high growth in the
market and also identifies the taste and preference of the consumer in the market.

2.4 Importance of marketing and information provided to the clients through marketing

Marketing is the basis of all the organization in the market and it help the business to get in touch with the
employees. It helps the business to promote the innovative products in the market and increase the sales
with the help of promotion of the new services. Management has to identify the way by which marketing
department identifies the demand of the clients. Marketing helps the business to create the brand image
of the organization in the market and increase the good customer base. Marketing is the back bone of the
organization that aids the management to increase the sale of the organization. Marketing is like portfolio
of the organization under which business provides all the details related to the new product. Marketing
manager creates innovative strategy to promote the products in the market and attract new clients in the
organization. Toyota is the multinational organization so marketing department design the policy as per
the geographical location. Marketing help the new clients to get the full detail about the organization and
purchase the product as per the desire.

Task 3

3.1 Quality management can measured by Toyota

Quality measurement is the most important part of the organization and it also helps the business to
generate the alternatives to improve the quality. Quality services is the USP of the organization on which
management sell the cars to the clients so it is the duty of organization to check the quality. Various
factors are related to quality factors like customer retention, brand image, productivity etc. Toyota adopts
the total quality function in the organization in order to retain the clients within the organization. Various
tool and techniques are available in the organization like check sheet, control charts, histogram, scatter
diagram, Pareto chart etc.

Histogram: This are the most commonly used graphs that help the Toyota to check the quality of the cars
in the organization. It helps the business to recognize the errors in the organization and set the
benchmark of the services in the organization (Mok.et.al.2013). The histogram depicts the quality of
products through the graphs.

Copyright by www.hndassignments.co.uk
Check sheet: It is structured, designed form for collecting and analyzing data through the generic tool
and that apply it in the organization for better output. It is a statistical tool that help the business to create
the check list of the items in the organization try to evaluate them as per the guidelines.

3.2 Benefits of user and non-user surveys in determining Toyotas customer needs

Identifying the needs of the clients is the most important task for the employees and tries to assess the
correct need of the employees through survey and various other modes. Customer needs is the basis of
the organization and also help the business to create the sales of the organization. To evaluate the
demand of the clients organization always conduct ht survey and it has many benefits like assess the
clients demand, clients purchasing power, perception towards Toyota cars, satisfaction level, brand
image etc. Organization can easily identify various threats in the organization and try to adopt that kind of
policy that increases the revenue of the organization. Survey is the most beneficial tool for the
organization that helps the business to generate the demand in the market. Non- survey user provides
the profile of average consumer in the organization and it is the first source of information collection
(Need, 2016). The data of the clients is collected from the secondary sources and there is no need to
spend on the research. It is the most common qualitative research tool to gather the information and also
facilitate face-to-face interviews, opportunistic interviews, telephonic interviews etc.

Copyright by www.hndassignments.co.uk
3.3 Methods that are used to consultation employed by Toyota in one quality scheme to
increase the participation by the groups

Various method are used by the organization to increase the participation of the employees n the
organization and it also help the business to complete the task on time. Management organizes various
programs and gets to gather in the organization to increase the cooperation among the employees.
Organization has to identify the ways to interact with the employees and try to assess their problems.
Toyota works with wide range of the employees and it is not possible for the leaders to communicate with
the employees so management implements various strategies to communicate with the employees.
Participation of the employees in the organization is very necessary and management has to identify the
problems that employees are facing like lack of confidence, fear etc. To overcome this kind of problems
organization has adopts various strategies like motivation, job appreciation, monetary benefits, other
fringe benefits etc. Toyota organizes different kind of group activities by which employees can easily
participate in the group activities (Oakland, 2014). Manager monitors the participation of the employees in
the organization and provides monetary benefits to the employees for the participation.

3.4 Complaint procedure and analyze used to improve quality by Toyota

Toyota follows the fixed complaint procedure under which customer service representative of Toyota has
to identify the problems of the clients regarding the services and cars. Organization is concerned with the
complaints of the clients and tries to improve them as soon as possible. To provide the world class facility
management has to implement that kind of complaint procedure that helps the business to directly assess
the problems of the customers. Management collects the feedback of the client in the organization and
tries to evaluate them as per the services provided to the clients. It is the foremost duty of the
organization to maintain the service quality but organization can assess the quality by collecting the
feedback of the customers. For instance due to problem in the functions of the cars Toyota has recall all
the cars from the market and repair that function and provide to it back to the clients. This kind of
complaint procedure is followed by the organization in the market (Lingens.et.al.2015). The main motive
of the organization is to provide quality services to the clients and try to improve them as per the
requirement.

Task 4

4.1 The role of self-assessment in order to determine Toyotas current state of health as
regards to quality

Toyota is focused to develop the health and care policy in the organization and keep the employees
motivated towards the organization that management has maintain the health policy for the employees in
order to protect them from any danger. Toyota is the most competent organization in the world thus
business can easily identify the pros and cons of health policy of the organization. Toyota follows the
health policy in the organization in order to protect the employees from the danger. Top management has
regulate the health and safety policy in the organization under which all the employees are guided that in
case of any danger employees should report to the manager. Health and safety regulation assists the
organization to win the trust of the employees. Organization is employee centric under which organization
provides various services to the clients under which they feel protected. Management designs the health
and safety policy under which management has to identify the problems of the employees

Copyright by www.hndassignments.co.uk
(Ansmann.et.al.2013). Employees are educated about the health and safety act to the employees and
aware them about their rights.

4.2 Importance of communication and record keeping

Toyota organization has vast expansion overseas and needs communication among employees and
customers. The organization needs to have proper communication to meet the market advantages for
business. The employees have communication to share their knowledge and skills with others to
strengthen the practices and benefits in workplace. In order to sustain in market, the main head office of
the organization decides the strategic plans to meet in organization and that plans are shared with all
branches to align their operations with strategies. The communication helps to share the skills and
expertise with other employees so that total cost and time to accomplish the task in workplace can be
reduced. Communication helps to understand the demand of employees for improvements and difficulties
in work. The customer complaints and feedback also need to be support with proper accountability of
business transactions and information. The organization needs communication with customers to meet
satisfaction and to build market reputation. Toyota also needs to store the information and business
operations related statics to determine the future strategies and opportunities (Boyd and Tucker, 2012).
Record keeping is necessary to acquire the smooth processing and high transparency in operations along
with proper management of resources.

4.3 Implementation of quality schemes with staff consultation

In order to implement the quality schemes in Toyota, it is necessary to consult the staff of organization.
The organization may use data from the analysis of workplace practices and staff. For quality schemes,
organization can clarify the vision and mission before the staff members so that operations can be aligned
to long term strategies. The organization also can determine the key success factors and their effective
use in scope and opportunities of organization in market. Key customer groups can be analyzed and
survey for their demands and expectation from the organization. Toyota can use the data from the
customer feedbacks and researchers to make the strategies in favor of quality management. The
technical tools and methods can be used to enhance the productivity of the organization. The quality can
be measurement along with key success factors and key customer satisfaction factors so that a
sustainable plan can be enforced in workplace (Eriksson.et.al.2016). The organization can monitor the
strategies and practices to analyze the working of quality schemes. The resurvey of functions and
demands is effective to know the acceptance of work in target market. Customer satisfaction related data
can be used through the staff consultation to empower the plan for quality schemes.

4.4 System to improve service quality

Toyota cannot grow the business only with innovative and quality products. For that organization also
needs to manage the customer relations in satisfactory manner along with proper follow of rules and
regulation in country. The organization has compliant and queries from customers so that they must be
answered in effective manner without leading degradation in business operations and objectives. The
target customer satisfaction is necessary to meet the future demands and opportunities in market.
Organization may enhance the services towards the customer handling and improve the implementation
of rules and regulations in workplace so that quality can be enhanced without being conflict in public
expectations (Alexander, 2013). Organization needs to improve services towards customer complaints
and implementation of technology according to government in target country.

Copyright by www.hndassignments.co.uk
Conclusion
The study identifies the methods that help the Toyota to identify the quality of the cars in the market and
also help to gain the trust of the clients. Customer satisfaction is the most important task for the
organization and is help the business to gain the competitive advantage. It is the liability of the
organization to win the trust of employees and clients to sustain in the market. To increase the
participations of the employees in various activities of the employees management has provide various
benefits to the employees. The report explains that continuous development is the policy of Toyota to
retain the employees with organization.

References
Books and journals

Alexander, K., 2013. Facilities management: theory and practice. Routledge.

AlMaian, R.Y., Needy, K.L., Walsh, K.D. and Alves, T.D.C., 2015. Supplier quality management inside
and outside the construction industry. Engineering Management Journal, 27(1), pp.11-22.
Amasaka, K., 2013. The development of a total quality management system for transforming technology
into effective management strategy. International Journal of Management, 30(2), p.610.
Ansmann, E.B., Hecht, A., Henn, D.K., Leptien, S. and Stelzer, H.G., 2013. The future of monitoring in
clinical researcha holistic approach: Linking risk-based monitoring with quality management
principles. GMS German Medical Science, 11.
Boyd, C.E. and Tucker, C.S., 2012. Pond aquaculture water quality management. Springer Science &
Business Media.
Chiarini, A. and Vagnoni, E., 2015. World-class manufacturing by Fiat. Comparison with Toyota
production system from a strategic management, management accounting, operations management and
performance measurement dimension. International Journal of Production Research, 53(2), pp.590-606.
Eriksson, H., Gremyr, I., Garvare, R., Bergquist, B., Fundin, A., Wiklund, H., Srqvist, L. and Wester, M.,
2016. Challenges for Quality Management: A Delphi Study on Future Research Needs. International
Journal of Operations & Production Management.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. pearson.
Lingens, B., Kahlert, J., Palmi, M. and Gassmann, O., 2015, January. Structures, stakeholders and
innovativeness: A new perspective on technology decisions. In ISPIM Conference Proceedings (p. 1).

Copyright by www.hndassignments.co.uk