Toyota Motors Internship Report

Internship Report
Toyota Motors Multan
Taha Khan Durrani

BE-11-19
BBA (Hons.)
17th September, 2013
Mam Mahreen Khalil
Institute of Management Sciences

Bahauddin Zakariya University, Multan.
Internship Report
Dedication
When the person does something ordinary or extra ordinary, there must be an inspiration behind
for doing work. Especially I dedicate my work to my friends, who inspired me a lot and helped
me to find out pros and cons of myself. Also I dedicate this work to my Parents and my
Teachers, they guide me and show their confidence on me and realizes me that I’m very capable
of doing this work. May ALLAH bless all of them.
Toyota Multan Motors Page 2

Internship Report
PREFACE
Internship report is the requirement of the BBA course Institute of Management sciences that
all students of BBA have to spend 6-8 weeks in any organization to get practical exposure and to
get familiarized with the ways to live in the organizational environment which is dramatically
different from the educational environment.
That 6 weeks period called “Internship Period “, if spent properly and sincerely, enables the
students to be more confident, more knowledgeable, and more responsible and, above all, more
committed to its work in the practical field.
I have also been assigned to do internship of 6 weeks period in Toyota Multan Motors, which is
a multinational company and have experience in the market. This internship period in Toyota has
enabled me to understand the practical scenario and sharpen our decision making power and
utilizing the resources in an effective manner, so that by using our resources, how we can
maximize our profit. In preparing this internship report, I have put all of my best efforts and tried
my level best to get maximum knowledge about TMM. Despite of my all the coherent efforts, I
do believe that there will always be a room for improvement in the efforts of learner like me.

Internship Report
ACKNOWLEDGEMENT
The whole praise is to almighty ALLAH, creator of this universe. Who made us the super
creature with great knowledge and who able me to accomplish this work. I feel great pleasure in
expressing my deepest appreciation and heartiest gratitude to my Teachers of AIBF and to the
staff of Toyota Multan Motors for their guidance and great help during the internship period. I
would like to express my deepest affection for my parents and friends who prayed for my
success and encouraged me during this internship period. I appreciate and acknowledge the
patience, understanding and love provided by employees of TMM.
A token of special thanks to the following people who had been very friendly, co-operated with
me throughout my internship period in Toyota Multan Motors and made it possible for me to
learn and gather all the information needed for my internship report.
My internship report would not have been possible without friendly and helpful attitude of
following people
Malik Israr Ahmad (CEO)

Mazhar Suleman (Sr. Manager Human Resource and Administration)
Talha Aftab (General Manager Sales)
Raheel Azmat Shah (Manager Sales & T-Sure)
Mr. Javed (Manager Accounts)
Jahanzeb Warraich (Manager Customer Relations)
Muhammad Abdullah (Manager Marketing, Business Development & System Implementation)
Thanks to all that help me in making report.

Internship Report
Table of Contents
Executive Summary .................................................................................................................................... 06
Industry Introduction (Toyota Pakistan) ..................................................................................................... 07
Overview of the Organization ..................................................................................................................... 09
Brief History ............................................................................................................................................... 09
Nature of Organization ............................................................................................................................... 11
Product lines and Brand Portfolio of the Organization ............................................................................... 11
Vision/Mission.Values ................................................................................................................................ 15
Toyota Products .......................................................................................................................................... 18
Price List ..................................................................................................................................................... 19
Departments in Toyota Multan ................................................................................................................... 21
Accounts Department ................................................................................................................................. 21
Administration Department ........................................................................................................................ 21
Service Department..................................................................................................................................... 21
Spare parts Department ............................................................................................................................... 22
Customer Relation Department................................................................................................................... 22
Marketing Department ................................................................................................................................ 23
Ratio Analysis ............................................................................................................................................. 24
Verticle and Horizental ............................................................................................................................... 26
Competitor Analysis ................................................................................................................................... 32
SWOT ANALYSIS .................................................................................................................................... 34
PESTEL Analysis ....................................................................................................................................... 36
Internship Experiences ................................................................................................................................ 38
Suggestions ................................................................................................................................................. 41
Conclusion .................................................................................................................................................. 42

Internship Report
EXECUTIVE SUMMARY
Internship is like The First Flight or a young business graduate who is to enter his professional
life very soon. It provides a gateway to youngsters and an insight of corporate world.
The main objective of the internship is to analyze that how the theoretical framework differs
from practical realities. Its main scope is that we get through the detailed study of Toyota motors.
If you talk about world class car manufacturing companies then Toyota comes at a higher level.
It deals with automobiles all around the world. For sure I consider myself lucky that I got a
chance to work in Toyota Multan Motors. As like other giant and multinational companies
Toyota is also having Marketing Department, Sales Department, Services Department and Spare
Parts Department, which are working with high potential and full capacity.
When I joined Toyota Multan Motors, my main objective was to analyze that how theoretical
framework differs from practical realities. So, to understand and analyze this fact I had to
participate in different departments of the Organization.
All the analyses have been done upon the performance and different operations of Toyota
Motors.
I have carefully selected the knowledge area and critical points that helped me to develop the
knowledge about Toyota Motors Multan. In these contents I have included introduction of
automobile companies with the reference of Pakistan. After introducing the whole industry of
Pakistan automobiles companies I stepped forward to the introduction of Toyota Motors which is
the market leader and holds maximum share of the market. The detailed explanation is given
about its products and services. While its products and services are described later on I have
done an in-depth analysis of its financial reports that explains everything about the organization.
After all that SWOT analyses has been done by describing its strengths, weaknesses,
opportunities and threats and among that PESTEL analyses has also been conducted that tell that
what kind of political, economical, technological and social challenges organization is facing.
Finally at the end internship experience is being explained with the description of activities
performed problems that company is facing and their solutions have been mentioned. The
conclusion is drawn that Toyota motors are working efficiently but they have to arrange training
sessions for their employees, and they must establish reward system that could enhance the
working ability of their employees in a better way.

Internship Report
INDUSTRY INTRODUCTION:
The automotive industry rightly prides itself on being recognized as the “mother of all
industries.” In its folds it carries many different kinds of vehicles to provide mobility to people
and goods. While they may appear to be simple machines, their design and manufacturing have
much deeper roots in all the known technologies. In-depth knowledge and skillful application of
mechanical, electrical, electronics, chemical and a host of other technologies culminate in
achievement and improvement of the manufacturing base of a country, by focusing on a single
product the automobile. This then provides an opportunity to produce a large number of goods
and services for consumption of the entire community. Use of the word “mother” for automotive
industry is therefore the most appropriate description to define the nature and importance of the
industry.
In recent years, we have witnessed that the industrialization of South East Asian countries
greatly depend on the development of their automotive industry. Similarly, automotive industry
acted as a catalyst in the overall growth of the industry in Japan and Korea and the consequent
well being of their citizens. In the world trade, Auto Sector is one of the largest segments. It is
the major driver of economic growth and business activities. It puts multiplier impacts on the
economy. Day-in, day-out around 200,000 vehicles roll off the world’s assembly lines with car
as the dominant segment of the industry.
Toyota in Pakistan
Indus Motor Company (IMC) is a joint venture between the House of Habib, Toyota Motor
Corporation Japan (TMC), and Toyota Tsusho Corporation Japan (TTC) for assembling,
progressive manufacturing and marketing of Toyota vehicles in Pakistan since July 01, 1990.
IMC is engaged in sole distributorship of Toyota and Daihatsu Motor Company Ltd. Vehicles in
Pakistan through its dealership network. The company was incorporated in Pakistan as a public
limited company in December 1989 and started commercial production in May 1993. The shares
of company are quoted on the stock exchanges of Pakistan. Toyota Motor Corporation and
Toyota Tsusho Corporation have 25 % stake in the company equity. The majority shareholder is
the House of Habib.
IMC's production facilities are located at Port Bin Qasim Industrial Zone near Karachi in an area
measuring over 105 acres. Indus Motor Company’s plant is the only manufacturing site in the
world where both Toyota and Daihatsu brands are being manufactured.
Heavy investment was made to build its production facilities based on state of art technologies.
To ensure highest level of productivity world-renowned Toyota Production Systems are
implemented. IMC's Product line includes 6 variants of the newly introduced 5Toyota Corolla,

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Toyota Hilux Single Cabin 4x2 and 4 versions of Daihatsu Cuore. Wealso have a wide range of
imported vehicles.
Toyota Awards for Indus Motor Company - Mar 16, 2007
Toyota Motor Corporation, Japan acknowledges the performance of Indus Motor Company by
awarding,
 Toyota Marketing Award 2006 – Overall
 Customer Service Prize for Achievement 2006
 Toyota Marketing Award for Excellence 2006 – Vehicles
Mr. Ali S Habib, Chairman, IMC, received these awards from Mr. Katsuaki Watanabe,President,
Toyota Motor Corporation during his recent visit to Japan on March 01, 2007.

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Overview of the Organization
Brief History
Designed for style, engineered to perform, all Toyota and Daihatsu vehicles offer outstanding Technology
for a superior driving experience
The Toyota motor corporation is a Japanese car manufacturer, which is the world’s second
largest manufacturer from General motors, regardless of this fact it is ranked first in terms of
profitability, its net worth and revenue collection. It was founded in 1937 as a subsidiary of
Toyota industries.
In the late 19th century, a Japanese Sakichi Toyoda invented Japan’s first power loom for textile
industry. In 1918, Sakichi founded the Toyoda Spinning & Weaving Company, and with the help
of his son, Kiichiro Toyoda, his dream came true to make an automatic loom in 1924. After Two
years, he established Toyoda Automatic Loom Works.
Kiichiro adopted innovations in nature by his father, especially during his visits to Europe and
the U.S. in the 1920’s, he started taking interest in the nascent automotive industry, Sakichi
Toyoda received for selling the patent rights of his automatic loom, and Kiichiro laid the
foundations of Toyota Motor Corporation (TMC), which was established in 1937. Started From

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looms to cars, the Toyota successful experience has been shaped by extending the boundaries of
outstanding vehicles manufacturer all around the world.
Now Toyota is one of the world's largest automobile manufacturers, selling over 9 million
models in 2006 on all five continents of the world. Also Top 10 Fortune Global 500 enterprises,
Toyota ranks among the world's leading global corporations and is proud to be the most admired
automaker.
Toyota in Pakistan:
In Pakistan, Indus Motor Company is having sole distributorship of Toyota and Daihatsu Motor
Company for assembling, marketing and manufacturing.
Indus Motor Company (IMC) is a joint venture between the House of Habib , Toyota Motor
Corporation Japan (TMC) , and Toyota Tsusho Corporation Japan (TTC) for assembling,
progressive manufacturing and marketing of Toyota vehicles in Pakistan since July 01, 1990.
IMC is engaged in sole distributorship of Toyota and Daihatsu Motor Company Ltd. vehicles in
Pakistan through its dealership network.
The company was incorporated in Pakistan as a public limited company in December 1989 and
started commercial production in May 1993. The shares of company are quoted on the stock
exchanges of Pakistan. Toyota Motor Corporation and Toyota Tsusho Corporation have 25 %
stake in the company equity. The majority shareholder is the House of Habib.
Indus Motor Company’s plant is the only manufacturing site in the world where both Toyota and
Daihatsu brands are being manufactured.
Heavy investment was made to build its production facilities based on state of art technologies.
To ensure highest level of productivity world-renowned Toyota Production Systems are
implemented.

Internship Report
Nature of Organization
Toyota Motor Corporation (TMC) origin in the country of Japan is the world’s largest auto
manufacturer, offering a full range of beautiful and latest vehicles design models. Toyota not just
selling auto motors, but also ensures after sales and full service of their clients with full different
range of warranties. Toyota builds dealer networks to sell these cars and to do services. Ensure
dealers are sufficiently trained and can deliver excellent services to customer.
Toyota is at the heart of global manufacturing, a company that has grown within 70 years to
become the world’s second largest vehicle manufacturer, which shows the great interest of
reliability and full trust from the customers of Toyota for many years. The company wanted to
integrate back office systems and external sources of information regarding vehicle data to
ensure continues feedback and improvement.
Toyota Motor customized the system to meet its unique needs, which enabled the company to
automate many day-to-day processes and continuous improvement in their auto-vehicles.
Product lines and Brand Portfolio of the Organization
IMC's Product line includes 6 variants of the newly introduced Toyota Corolla, Toyota Hilux
Single Cabin 4x2 and 4 versions of Daihatsu Cuore. We also have a wide range of imported
vehicles.
The Toyota Multan Motors is offering all local and imported Toyota vehicles, which consist of
three parts local assembled corolla variant, local assembled cuore (Daihatsu) vehicles, and
imported vehicles like, Prado, land cruiser, coaster, and imported double cabin HILUX. Thus by
the above definition all these three parts shows the attention, use and physical objects and are
satisfying the customers needs and wants. In such a way we can say these parts as products.

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Products offered by the Toyota Multan Motors:
 CKD (complete knocked down) assembled corolla

 CKD (local) assembled Cuore (Daihatsu)
 CBU (complete built in unit) imported vehicles
CKD (Local) Corolla
Toyota Multan Motors is offering local assembled corolla 1300 cc with power pack, power
steering, electronic control units with added advantage of ABS brake system which means
antilock braking system. This is very unique system in which wheel are not locked when braked
suddenly and can move easily right or left with control convenience. There are 8 different colors
offer in corolla, with price range from 12, 39,000 to 18, 21,500 including different horse power
separately. E.g. XLI, GLI, ALTIS etc.
CKD (Local) Cuore
Similarly Toyota Multan Motors is offering local assembled cuore 850 cc with automatic variant
also, cuore is a best vehicle for small family, there are 8 different colors offer in cuore, with price
range from 5, 69,000 to 7, 19,000.
CBU (Iimported) Vehicles
The Toyota Multan Motors provides imported vehicles to customers. For example the customer
wants to add the new luxurious things in their variants such customers are treated with such type
of luxury vehicles and price range is from 6 million to 15 million. E.g Terios, Avanza, Prado,
Camry, Land cruiser etc.

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Strategies Used by Toyota
Source Brand Strategy
Toyota uses this brand strategy. This kind of strategy is very close to umbrella brand strategy
with one exception is that every product has a different brand name under the source name.
One product starts and gets sub-divided into sub-species giving hem different names. Different
names are given to different products to fulfill different promises and commitment. Each and
every product with a different name carries one specific contract.
The power of the Source brand supports the offspring until they become established and well
known by its own character brands in their own right. The sub-brands or the offspring become so
strong owing basically to strength of the source that a point comes when the source takes the
back seat and offspring emerge as the main brands because of their own promise and well repute.
This situation makes the Toyota to be more powerful in the sense of offering more sub brands in
the market with the same standard, well repute and as usual standard of quality and standard with
reliable services.
For example: Toyota corolla, Toyota Camry etc

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About us
Our family has been in the automobile business since 1927. Toyota Multan Motors was
established in 1992. We are the authorized dealers of Indus Motor Company Limited, Karachi
(manufacturers and importers of Toyota & Daihatsu vehicles in Pakistan), in Multan division for
Sales, Service and Spare Parts of complete range of Toyota and Daihatsu vehicles
TMM Business philosophy
“Passion for Excellence”
This philosophy is extended in everything that we do. We believe in offering our customers the
best possible services. Our goal has always been to turn that one-time buyer into a lifetime
customer. We ensure this through quality assurance and continuous improvement so that our
customers always get the best value for their money. Our relationship with our clients is based on
honesty, trust, integrity and commitment.

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Toyota Multan Motor
Vision
To achieve total customer satisfaction and loyalty through quality assurance and continuous
improvement. To foster friendly and caring relationship with customers through committed,
professional and skilled employees working in an encouraging and supportive work
environment. Ethical standards drive all aspects of business and ensure its successful and
enduring existence to meet the needs of the stakeholders.
Values
 Customer Focus
 Professionalism
 Teamwork
 Integrity
 Corporate Ethics
Mission
To provide exceptional value to all our customers through superior service, innovative
products and operational excellence.

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CEO's: Message
Malik Israr Ahmad
We continue to strive to be a better group in Pakistan and also commit to contribute a lot for
economic stability and development of Pakistan by enhancing govt. revenue through taxes,
serving our clients, protecting our investors, creating jobs for the community of this area and
helping to have the healthy environment. Future is linked with the adaptation of latest technology
and techniques and we certainly continue to update our unit’s machinery and equip our human
resources with modern techniques to keep pace with the time. Employees have contributed a lot,
for that we have achieved and it is with them that we will continue to surpass our past
achievements.
MULTAN AUTO INDUSTRY:
Multan has millions of auto vehicles running on its roads each day and night. For meeting the
requirements of people of Pakistan, the major players of the Pakistani Automobile Industry
(Suzuki, Toyota, Nissan, Mitsubishi, and Daihatsu etc) have developed and established their
dealerships with the local businessmen. The industry has provided the showrooms with their
vehicles in various sectors of Multan. As Multan is considered to be a city of middle class people
so the industry players are putting their special efforts on the availability of their vehicles to the
customers. They also interact with their customers through their authorized dealerships located at
various places in the city.
COMPETITIORS IN AUTOMOBILE INDUSTRY
The Automobile industry has been an active and growing field in Pakistan for a longtime,
however not as much established to figure in the prominent list of the top automotive industries.
Despite significant production volumes, transfer or technology remains low. Most cars in the
country have dual fuel options and run on CNG (Compressed Natural Gas) which is more
affordable than petrol in the country.
There are only three major passenger car assemblers in the market; Pak Suzuki Motor Company,
Indus Motors and Atlas Honda. IMC has an almost complete monopoly in the small car segment
as it faces almost no competition. In the Subcompact Toyota Corolla Segment sedan, Honda
Civic, Honda City, and the Nissan Sunny are currently the only cars in production. There are still
no locally made SUV (Support Utility Vehicle), mid or full sized Land cruiser available.
As of 2010, Pakistan has not adopted any automotive emission or safety standards. Therefore,
most cars manufactured and sold in the country are still carburetor based and do not meet any
international emission standards. Many locally made cars such as corolla, Daihatsu Cuore, etc

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are globally obsolete cars from the 1970s or 1980s which are no longer produced or sold in any
country other than Pakistan.
List of currently assembled passenger vehicles:-
 Toyota corolla
 Daihatsu Cuore
 Suzuki Mehran
 Suzuki Alto
 Suzuki Cultus
 Suzuki Ravi
 Suzuki Bolan
 Suzuki Liana
 Honda Civic
 Honda City
 Nissan Sunny
Automobile Assemblers in Pakistan
 Adam Motors – Defunctioned

 Indus Motors Company
 Al-Ghazi Tractors
 Atlas Honda
 Dewan Farooque Motors (including BMW Pakistan)
 Dongfeng Motor Corporation
 Ghandhara Industries
 Ghandhara Nissan
 Hinopak Motors
 Hyundai Motors
 Millat Tractors
 Pak Suzuki

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KEY PLAYERS IN THE INDUSTRY

Total number of existing players at this time in the industry is five and one is planned.
1. Indus Motor Company Ltd
2. Honda Motors
3. Pak Suzuki Motors
4. Nissan Qandhara motors
5. Dewan Farooque motors
And among these three, Indus Motor Company Ltd has got a leading position
Toyota Products
Corolla
Camry Prado
Hilux Hiace

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Price List
NEW PROVISIONAL PRICES OF N.C.V. COROLLA
TOYOTA COROLLA Ex-Multan Filer Non Colors Color Range

Price Rs. Filer Offered
XLI 1.3L 1299cc 1,645,500 30,000 40,000 Solid Solid: Super
GLI 1.3L 1299cc 1,770,500 30,000 40,000 Solid White &
& Met White
GLI A/T 1299cc 1,845,500 30,000 40,000 Solid
1.3 L & Met Metallic:
Altis 1.6 1598cc 1,970,500 50,000 100,000 Solid
L Medium
& Met
Silver,
Altis M/T 1795cc 2,045,500 75,000 150,000 Solid Bluish
1.8 L & Met Silver, Gun
Met,
Altis M/T 1795cc 2,170,500 75,000 150,000 Solid
GRANDE & Met Wine Red,
1.8 L Strong
Altis A/T 1795cc 2,170,500 75,000 150,000 Solid Blue,
CVT 1.8 & Met Bronze
L Mica
CVT 1795cc 2,320,500 75,000 150,000 Solid Attitude
GRANDE & Met Black
1.8 L

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NEW PROVISIONAL PRICES OF HILUX RANGE
VERSION WITH ACCESSORIES COLORS EX-Multan

AVAILABLE PRICE (Rs.)
Hilux 4x2 S/C Std. : 2494cc Diesel Engine, Heater, White 1,876,000
Power Steering.
Hilux 4x2 S/C Up Spec: White & 1,906,000
2494cc Diesel Engine, Heater, Power Steering, Rear Strong Blue
Bumper, Side Sticker, Heater.
Hilux 4x4 D/C Vigo Champ-V (MT) : White, Gun 3,442,000
2494cc Diesel Engine, Power Steering, Power window, Metallic, Med
DVD Player+4sp, ABS Brake, Alloy Rims, Deck Silver, Black,
Guard, Sidesteps, Roof Rack+ Carrier, Fog Lamps, A/C Flaxen, Olive
+ Heater. Mica, Strong
Blue, Wine
Red, Bluish
Silver
Hilux 4x4 D/C Vigo Champ-G (A/T) : White, Gun 3,642,000
2494cc Diesel Engine, Power Steering, Power window, Metallic, Med
DVD with Navigation, ABS Brake, Alloy Rims, Deck Silver, Black,
lining, Sidesteps, Roof Rack + Carrier, Fog Lamps, A/C Flaxen, Olive
+ Heater Mica, Strong
Blue, Wine
Red, Bluish
Silver
Fortuner 4x4 A/T: SUV White, Gun 5,772,000*
2694cc Petrol Engine, Power steering, SRS Airbag, Metallic,
Power window, DVD, Navigation with Back view Medium
Camera, ABS Brake, Alloy Rims, Fog Lamps, Leather Silver, Black,
Interior. Flaxen, Olive
Mica, Strong
Blue, Wine
Red, Bluish
Mica
1) For Booking, FULL PAYMENT of Ex-Multan required in shape of BANK

DRAFT only in favor of Indus Motor Co. Ltd. Karachi. A/C Booking name.
2) Booking requirements: For Individuals: Copy of CNIC only.
3) For Corporate: Purchase Order, Copy of NTN and Official Stamp on PBO
4) * Federal Excise Duty applicable on passenger vehicles 1800 CC and above

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Departments in Toyota Multan
Accounts department Marketing department
Spare Parts Department Administration department
Customer Relations department Service department
Accounts Department
The responsibility of this department is Collection, summarization, Bookkeeping, accounting,

auditing and reporting of financial information about various decisions throughout an
organization. The department traces costs, revenues, or profits to the individual managers who
are primarily responsible for making decisions about the costs, revenues, or profits in question
and taking action about them.
The department is doing update and maintains accounting records, including those which
calculate expenditures, receipts, accounts payable and receivable, and profit and loss.
Administration Department
Office administration is a set of day-to-day activities related to financial planning, billing and
recordkeeping, personnel, and physical distribution and logistics, within an organization. An
employee that undertakes these activities is commonly called an office administrator or office
manager. The exact duties of an office administrator vary depending on the employer and level
of education.
Office administration includes planning work assignments for staff, supervising staff, and
requesting new office equipment and repairs on existing equipment. Office administrators also
handle duties such as customer service, payroll, and implementing department policies and
changes. They also discuss performance problems with employees and work with higher
management to hire new employees or fire current employees.
Service Department
Service department is responsible for taking the vehicles for maintenance and deliver on time,
service department include a very comprehensive workshop regarding denting & painting and
this workshop is also awarded the best and well planned workshop by Indus Motor Company

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Spare Parts Department
Firm has a shop for availability of genuine parts of all sorts of Toyota / Cuore Motor Cars for the
convenience of his customers. In Toyota Multan Motors there is a separate “Parts Reception
Area” to serve their external customers and as well as the local dealer, not only the Toyota
Service department used these parts.
Our Shining Stars Speak for themselves
 We ensure the genuineness of the parts that go into your vehicle.

 We guarantee long life and optimum performance of parts.
 That's why; we provide warranty for all genuine parts.
 We provide technical assistance for the right choice of parts.
Toyota & Daihatsu Genuine parts Advantage
 Better & Smoother engine performance.

 Improved efficiency in fuel consumption.
 Ensures trouble free driving.
 Quality parts supply through strict quality check by Toyota Motor Corporation &
Daihatsu Motor Company.
 Designed by Toyota to fit in your vehicle.
 Durability coupled with lasting quality performance.
 Proves to be cost effective in the long run due to increased life of genuine parts.
Customer Relations Department
Customer relations department is backbone of Toyota Multan Motors. All inquiries and
complaints receiving and resolutions have done by customer relations department.
Customer relations department is responsible overall improvements of entire dealership and
continue the KAIZEN (continuous improvement) process, quality control, and system
implementation.

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Marketing Department
Marketing department is the most important department of any organization as its job is to act as
the distance remover between the company and its customers. In other words, it has ensured the
company creates value for customers and captures this value for itself, while sustaining it. So
marketing department of this company is working at its top speed. It’s performing all its duties in
a well-mannered way and conveying organization’s message out of the boundary of the
organization to its stake holders.

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Financial Analysis
RATIO ANALYSIS
Ratio analysis involves the methods of calculating and interpreting financial ratios to assess the
firm's performance and status. The basic input ratio analysis, the firm's income statement and
balance sheet for the periods to be examined.
Groups of financial ratios:

 Liquidity ratios
 Activity ratios
 Debt analysis ratios
LIQUIDITY RATIOS:
Net working capitals:
Ratio Formula 2011 2012 2013

Net working capital CA - CL = 95,742,856 1,157,296,99 1,342,655,29
Interpretation:
NWC shows +ve balance. It means that company having ability to meet its short-term
obligations when they come due. Also this balance has improved from previous year, which
shows that company is more efficient in selling its inventory as compare to previous year. It's
also quit useful for internal control.
Current ratio:

Current ratio CA / CL = 1.4 1.51 1.47
Interpretation:
Current ratio has decreased from previous year, which indicate that the firm's current asset has
decreased which put down the liquidity position of the firm. This number is greater than one, and
then the company has enough current assets to cover its short term liabilities.
A number that is much higher than one, however, might indicate that the company is hoarding
its assets instead of putting them to use. A number less than one indicate that the company may
experience problems with liquidity.

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Quick Ratio:

Quick Ratio CA – inventory / CL 0.76 0.93 0.89
Interpretation
Quick ratio is less than previous year which indicates that the level of stock increases. Actually
inventory is not more liquid asset, so in case of insolvency, firm will not be able to sell its
inventory as per requirement .In the light of finance this ratio should be 1.00 or greater than it but
Honda's ratios is less than but it is acceptable.
Why? Because larger manufacturing concerns affords it because they already sets the impressive
collecting policies.
ACTIVITY RATIOS
Inventory Turnover:

Inventory Turnover: CGS / Inv. = 16.71 Times 24.02 Times 22.72 Times
Interpretation
The inventory turnover ratio of the company decrease then last year it means that company is not
so efficient in selling its inventory in a year.
Average Collection Period:

Average Collection Period: A/C Receivable / Annual Sale 15.95 13.09 14.30
/365 = Days Days Days
Interpretation:
It has increased from previous year, which is not a good sign for them.
Its mean we are giving the relaxation to our customer which might be harmful in long run
because we must receive our receivables as soon as possible.

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Total Assets Turnover:

Total Assets Turnover N Sales / TA = 6.71 8.23 Times 8.15 Times
Times
Interpretation
Total assets turnover has increased, its mean more efficiently its assets have been used.
DEBT RATIO ANALYSIS
Debt Ratio:

Debt Ratio Total liabilities / Total Assets *100= 61% 57% 60%
Interpretation:
The ratio is increasing from previous year which shows degree of indebtedness decreasing and
less financial leverage it has.
Horizontal and vertical analysis

3 years Income statement
2011 2012 2013

Sales 2,636,589,348.00 3,248,973,373.00 3,885,524,703.00
Less : C.G.S (2,533,786,130.00) (3,145,576,562.00) (3,742,022,227.00)
GROSS PROFIT 102,803,218.00 103,396,811.00 143,502,476.00
Less: operating
expenses
Administrative 14,339,278.30 13,118,270.00 26,834,503.00
expenses
Selling expenses 23,152,859.97 22,037,806.00 31,602,745.00
Store expenses 3,737,206.65 4,398,319.00 10,266,066.00
Financial expenses 33,144,686.79 35,704,711.00 35,615,757.00
Depreciation 7,760,735.80 70,207,537.00 7,465,676.00
Total operating 82,134,767.51 82,466,643.00 111,784,747.00

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expenses
OPERATING PROFIT 20,668,450.49 20,930,168.00 31,717,729.00
Add; other income 858,386.00 308,886.00 1,504,408.00

NET PROFIR 21,526,836.49 21,239.54.00 33,222,137.00
BEFORE TAX
Less; income tax (7,534,393.00) (5,309,764.00) (11,627,748.00)*
liability for the year @
25%
NET PROFIT 13,992,443.49 15,929,290.00 21,594,389.00
* Income tax liability for the year @ 35%
VERTICAL ANALYSIS OF INCOME STATEMENT
Vertical analysis is the procedure of preparing and presenting common size statements. Common
size statement is one that shows the items appearing on it in percentage form.
2011 2012 2013

Sales 100% 100% 100%
Less : C.G.S 96.1 96.8 96.3%
GROSS PROFIT 3.89 3.1 3.7%
Less: operating expenses
Administrative expenses 0.54 0.4 .69
Selling expenses 0.87 0.67 .81
Store expenses 0.14 0.13 .26
Financial expenses 1.25 1.09 .91
Depreciation 0.29 0.22 .19
Total operating expenses 3.11 2.53 2.86
OPERATING PROFIT 0.78 0.64 0.81
Add; other income 0.03 0.09 0.03
NET PROFIT BEFORE TAX 0.81 0.65 0.85
Less; income tax liability for the year @ 25% 0.28 0.16 0.3*
NET PROFIT 0.53 0.49 0.55
* Income tax liability for the year @ 35
Here we can see that the revenue is kept 100 % in all three years and the percentages of various
other items are determined in respect of total revenue. If we see the item Cost of Sales in all three
years, in year 2011 it was 96.1 %of sales, in year 2012 it increased to 96.8% of Revenue and in

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slightly moved down in year 2013 to 96.3 % of sales of the respective years. If we take Gross
Profit in year 2011, 2012 and in year 2013 it was 3.89%, 3.1% and 3.7%of Revenue. It depicts
that in year 2012 firms profitability increased.
By subtracting all the operating expenses we come to net profit in year 2011, 2012 and in year
2013 the net profit was 0.53%, 0.49 % and 0.55% of Net Revenue which shows that the net
profit is higher than previous year.
HORIZONTAL ANALYSIS OF INCOME STATEMENT
Comparison of two or more year's financial data is known as horizontal analysis. In this analysis
we keep one year as base and we examine the changed of the respective items in the next years
2011 2012 2013 2012-2013

Sales 100% 23.22% 100% 19.6%
Less : C.G.S 100% 24.14% 100% 18.96%
GROSS PROFIT 100% 57.00% 100% 38.00%
Less: operating expenses
Administrative expenses 100% (8.51) 100% 104.5%
Selling expenses 100% (4.81) 100% 43.4%
Store expenses 100% 17.69 100% 133.4%
Financial expenses 100% 7.72 100% (.25)%
Depreciation 100% (7.12) 100% 3.58%
Total operating expenses 100% .40% 100% 35.55%
OPERATING PROFIT 100% 1.26% 100% 51.5%
Add; other income 100% (64.01) 100% 387%
NET PROFIR BEFORE TAX 100% (1.33) 100% 56.4%
Less; income tax liability for the 100% (29.52) 100% 118.9%*
year @ 25%
NET PROFIT 100% 13.84 100% 35.56%
* Income tax liability for the year @ 35
In this analysis year 2011 & 2012 is being kept as base and we see the relative changed in the
next years by keeping it a base. If we assume that the revenue of the year 2012 is 23.22 % in year
2013 it reduced to 19.6% and in year 2013 the reduction of Net Revenue as compared to year
2012 is by -3.62% and same goes for the rest of the items.
3years Balance Sheet
2011 2012 2013

ASSETS

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CURRENT ASSETS
Sundry debtors
Adv deposit/ 115,229,522.00 116,562,459.00
prepayment 49,069,000.00 48,538,000.00 152,186,402.00
Securities and refund 85,951,200.00
Advance to staff 9,508,932.00 12,232,929.00
Stocks 10,695,038.00
Cash & bank balance 3,272,573.00 4,941,077.00
151,663,716.00 130,953,907.00 2,901,493.00
FIXED ASSETS 8,019,147.16 29,802,115.73 164,724,537.00
Operating fixed assets 5,207,969.35
As per schedule 336,762,890.16 343,030,487.73
Work in process 421,666,639.35
56,061,709.86 51,974,156.44
55,032,714.93
Total 392,794,600.02 395,004,644.17 476,699,354.28
LIABILITIES
Current liabilities
Sundry creditors 22,420,248.97 10,993,369.00 22,268,477.00
Expense payable 6,557,911.00 4,998,745.00 11,011,884.00
Bank over draft 20,450,7481.77 205,998,910.89 242,493,001.00
Income tax payable 7,534,393.00 5,309,764.00 11,627,748.00
241,020,034.74 227,300,788.89 287,401,110.00
Capital & liabilities
Partner capital 137,782,121.79 151,774,565.25 167,703,855.28
account 13,992,443.49 15,929,290.00 21,594,389.00
Un-appropriated 151,774,565.28 167,703,855.25 189,298,244.28
profit/ loss
392,794,600.02 395,004,644.17 476,699,354.28
Vertical analysis of balance sheet
One application of the vertical analysis idea is to state the separate assets of a company as
percentages of total assets.
2011 2012 2013
ASSETS
CURRENT ASSETS

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Sundry debtors 29.33% 29.50% 31.92%

Adv deposit/ prepayment 12.49 12.28 18.03
Securities and refund 2.44 3.09 2.24
Advance to staff 0.8 1.25 0.61
Stocks 38.6 33.15 34.55
Cash & bank balance 2.04 7.54 1.09
85.73 86.8 86.84
FIXED ASSETS
Operating fixed assets 14.2 13.15 11.54
As per schedule
Work in process
Total 100% 100% 100%
LIABILITIES
Current liabilities
Sundry creditors 5.70 2.78 4.67
Expense payable 1.66 1.26 2.31
Bank over draft 52.06 52.15 50.86
Income tax payable 1.91 1.34 2.43
61.36 57.54 57.54
Capital & liabilities
Partner capital account 35.07 38.42 35.18
Un-appropriated profit/ loss 3.56 4.03 4.50
100% 100% 100%
In the year 2011, the current assets were 85.73% of Total Assets where as the Non Current
Assets of the company were 14.2% of Total Assets i.e., 100 % The Current Liabilities and capital
& liability were 61.36% and 38.63% of Total Liabilities.
In the year 2012, the current assets were 86.84% of Total Assets where as the Non Current
Assets of the company were 13.15 % of Total Assets i.e., 100 % The Current Liabilities and
capital & liability were 57.54% and 42.45% of Total Liabilities.
In the year 2013, the current assets were 86.6 % of Total Assets where as the Non Current Assets
of the company were 11.54 % of Total Assets i.e., 100 % The Current Liabilities and capital &
liability were 57.54% and 39.68% of Total Liabilities.
Horizontal analysis of balance sheet
2011 2011-2012 2012 2012-2013

ASSETS

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CURRENT ASSETS
Sundry debtors 100% 1.15% 100% 30.56%
Adv deposit/ prepayment 100% (1.08) % 100% 77.08 %
Securities and refund 100% 28.64% 100% (12.57)%
Advance to staff 100% 50.98% 100% (41.28)%
Stocks 100% (13.65) % 100% 25.78 %
Cash & bank balance 100% 271.63% 100% (82.52)%
1.86% 22.9%
FIXED ASSETS 100% 100%
Operating fixed assets (7.29) % 5.88 %
As per schedule
Work in process
Total 100% 100%
LIABILITIES
Current liabilities
Sundry creditors 100% (50.96)% 100% 102.56%
Expense payable 100% (23.77)% 100% 120.3%
Bank over draft 100% 0.7% 100% 17.71%
Income tax payable 100% (29.52)% 100% 118.98*%
(5.62)% 26.44%
Capital & liabilities 100% 100%
Partner capital account 100% 10.15% 100% 10.49%
Un-appropriated profit/ loss 13.84% 35.56%
Total 100% 100%
Same concept is being followed here in Balance Sheet, 2011 & 2012 year was kept as base year
and the relative changes are being observed from here.
For instance, Current assets were100 % in year 2011 the increase in year 2012 was by 1.86% and
in year 2013 the increase was by 22.9 % of the base year amount and same goes for rest of the
items.

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Competitor analysis
Honda:
Honda started its operation in Pakistan in 1994. Honda is enjoying its key position in the
segment of 1300 cc and above. Honda has launched many models like Civic 1.5 cc, City 1.3 cc
to 1.5 cc etc. VTI brand continued to be popular among customers.
During FY08, Honda Atlas Cars’ sales soared by 17 per cent to28,134 units as against 24,066
units previously. Currently, Honda Atlas assembles only two vehicles namely Honda Civic and
Honda City to tap the upper-end segment of car market.
Honda City sales stood at 1,229 units in June, almost double compared to 626 units during the
preceding month. Demand of Honda Civic declined by 61 per cent to 341 units
Strategic Analysis
Environmental Scanning
Because of the continuous change in environment, there is an element of uncertainty in the
environment. The environment has become highly complex and dynamic.
Keeping this thing in mind, a company must look for a strategic fit between what the
environment wants and what the company has to offer, as well as between what the company
needs and what the environment can provide.
That’s why before an organization begins to formulate strategy, the management must screen the
environment and identify external environmental factors, which affect the organization.
The environmental variables are as follows:
1. Politico-legal forces
2. Economic forces
3. Socio-cultural forces
4. Technological forces
POLITICAL AND LEGAL FORCES

Law And Order
According to sources from IMC, the state of economy is far from satisfactory Law and order
situation is adversely affecting the company. The law and order especially in Karachi, is
adversely affecting production, as far as the demand for new vehicles is concerned

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Political Instability:
Not only IMC is suffering but also overall industry is suffering from the political instability in
Pakistan. This political instability has acted like threat to the industry because of inconsistent
policies of taxation, tariff and regulating duties.
Economic Forces:
Economic factors are those, which regulate the exchange of material money, energy and
information. Following economic variables have affected the automobile industry as well as
IMC. Economic factors are those, which regulate the exchange of material money, energy and
information. Following economic variables have affected the automobile industry as well as
IMC.
Inflation:
Inflation means, “Average rise in prices of commodities”. According to Economic Survey of

Pakistan, the inflation rate in Pakistan is about 12%. The main reason of this rising trend is
devaluation of currency by the State Bank of Pakistan.
Due to this turn by turn devaluation, the input costs have increased and IMC has been affected by
these devaluations because the main component CKD it (Complete Knocked Down) unit is
imported from Malaysia Japan etc that amounts to 75% of the cost of total assembled car.
Effect On Purchasing Power Of People
Due to inflation, the purchasing power of people has also decreased and buying behavior has
resulted in significant decrease in the sale.
Technological Forces
Technological forces make problem-solving inventions. This is very important factor, you have
to assess that how you made advancement in technology. IMC is making new technological
change in its cars. Keeping in view the environmental conditions.
Threat Of Substitution:
In effort, all corporations within an industry compete with firms in other industries that produce
substitute products. Substitute products appear to be different but can satisfy

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SWOT ANALYSIS
Strength:
 IMC has installed latest technology in its plant, which is almost computerized. It is also
strength for TMM.
 IMC a wide product range, which Includes 22 CKD & 39 CBU Unit. Which satisfy each
and every segment of market?
 Easy availability of genuine spare parts and its resale value act as its strength.
 Sales department have very competent team that have enough relation with corporate
business, govt sector, local motors and individual that help them to achieve target of
sales.
 Toyota Motors is the authorized dealer in the Pakistan
 As far as Toyota is concerned the Toyota is dealing in the diesel products which other
competitors are not offering
 Toyota has a well known name all over the world.
 Toyota has a trained employees and as well as they are fully equipped as far as workshop
is concerned
Weaknesses:
 Delivery of car takes months for advance booking of customer’s favorite color of its
choice.
 In TMM, Sales department have very old computer and scanner that take much time to
proceed process of sales
 In delivery there must be three person because warranty book is made by service
department after PDS so that must be need of one person that will made warranty book
and will do photocopy
 Accounts department have low qualified staff that not have strong knowledge
 Customer department have no specific arrangement and don’t know about how to convey
msg to uneducated person.
 After service, many customers have complained of heavy chares and few have
complained of parts changing.

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 They are no compensating their employee of workforce.

 TMM have very poor system of lunch, there is no hygienic food is providing by the
TMM for employee of workforce
Opportunities
 Strong customer commitment with Toyota and the loyalty of the brand is very good
opportunity for Toyota to keep and retain its costumers.
 The development of electric cars, hybrid fuels, and components reduces the impact on the
environment of smoke and pollution, which is very much appreciated by the environment
conscious customers
 Toyota can increase revenue by developing on system of used vehicle.
 As Toyota is launching new luxury vehicle fortuner like Camry so it has and opportunity
for TMM to increase their profit ratio.
Threat
 IMC imports CKD kits from Korea, when devaluation in the country takes place, it
increases the CKD cost.
 Suzuki 800cc and 1000cc cars are substitute for IMC car. The reason is that people are
becoming more price conscious and want economical car, which give low fuel
consumption that, is why Suzuki demand in gradually increasing
 TMM is facing threat from recoding vehicle that are causing decreasing of sale.
 TMM can face threat from low level of education in account department
 TMM is facing threat in corolla sale from Honda civic.
 Now a days few customer are taking vehicles from direct Karachi that help them in
saving freight and insurance charges
 Toyota can be faced threat of labor law.

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PESTLE Analysis
In order to formulate a strategy view, the current business environment of the auto industry is
analyzed. The business environment is mainly analyzed in the PEST framework and the
Political Factors
Factors may be altered by the government’s influence on a country’s infrastructure. Factors

include the current and potential influences from political pressures and hence, the stability of
the industry’s environment and the cost of operating will be affected. Political factors often
impose costs upon organization such as taxes. The governments are often trying to protect firms in
their countries from foreign competition through tariffs and import restrictions, and to encourage
their development through cheap loans and large government contracts.
Economic Factors
Factors include local, national and world economic impact. Rates of economic growth,
unemployment and interest rates will affect the spending power of consumers and businesses which
bring the impact on the nature of competition in an industry. Other important economic factors relate to
the supply of and demand for key inputs, such as oil, metals, minerals, and skilled labor.
Social Factors
Factors include the ways in which changes in society affect the project. The growing consumer
assertiveness and intolerance of poor quality are the social factors. The increasing of average
household income with corresponding reduction in the time available to spent it. The other social
factor is cultural aspects, health and safety consciousness, population growth rate, age distribution.
Technological Factors
Factors include how new and emerging technology affects our project / organization. The
technological factors are including maturity of technology, competing technological
developments, research funding, technology legislation, and new discoveries. The information
technology, internet, global and local communications can be easily access by user now-a-days.
Legal
Toyota Company is subject to numerous technical directives and regulations, as well as
legislation of a more legal nature. The legislation covers areas such as competition law,
intellectual property law, consumer protection and taxation, and emissions (air quality and fuels).

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When the auto parts industry reached full development, accelerated technological efforts were
made to create a web of local suppliers that would make it possible to meet the growing legal
requirements for the national integration of production. In developed countries when rules and
regulations are strictly followed can have the harsh impact on Toyota and they will have to
follow them but in developing countries like Pakistan Toyota try themselves to follow the rules
and legal requirements so that they could not be trapped in any controversies plus they can gain
the satisfaction and loyalty of their customers.
Environmental
Other than the vehicles themselves, and the roads and fuel needed to run them; the business is
intricately tied to the manufacture of a wide range of components and the extraction of precious
raw materials. Indirectly, it brings people road congestion, too many fatalities and a wave of
other environmental troubles. The effect to the Toyota Company is that they needed to establish
R&D centers to take advantage of research infrastructure and human capital, so that they can
develop vehicle products locally to satisfy the requirements of the environmental and safety
regulations more effectively. While in perspective of Pakistan Toyota should seriously think
about the launch of economically feasible hybrid vehicles which are less harmful for the
environment. Government should also support Toyota and policies should be formulated in such
way that Toyota should launch such products which are less dangerous for the environment and
also they will be fuel efficient.

Internship Report
INTERNSHIP EXPERIENCES
Names of the departments in which I got training and duration of my
training:
1) Customers relations department

2) Sales Department
3) Marketing Department
4) Services Department
Detailed description of the tasks assigned to me and learning
I have performed different task, work and small part of essential responsibilities, which helped
me a lot in making me confident and learn so much that made me feel practical and comfortable
during my internship in Toyota.
In the following department, I was assigned to perform different small activities, which helped
me a lot in learning.
During staying at Customers relations department, I was observing customers behavior towards
asking inquiries or sales purpose visit clients which after spending some time, I got accustomed
to deal with them and started to take feedback of customers, inquiry handling and giving
necessary information for new launches of vehicles.
I also used to take pictures while delivery new vehicles which is a part of selling new vehicles.
With the help of Microsoft word version, I was assigned to task maintenance reminder letter of
regular or loyal customers and sending birthday wish card on the birthdays of customers to
Toyota regular customers to make sure they keep in their mind Toyota remind them on their
unforgettable moments.
In service department, my experience was to deal with those customers, who need maintenance,
service or need repair of their vehicles.
It was quite difficult, but I was feeling much happy to be with those who Toyota call advisor
which check the car by means of mechanical problem and then make the quotation or estimation
for repairs.
I was filing provisional repair order with the help of advisor. In case if customer need
maintenance, I take the appointment and then report to advisor for further repairs or check up.
Appointment in advance booking of customers for repair vehicles was also a part of my assigned
task.
In repair order form, I had to make sure the correct entry of car maintenance and in case if
additional information incoming maintenance or repair to be needed, then it was necessary for
me to take care of customer and inform them for upcoming repair of void warranty cautions.
Marketing department deal with different categories of customers including leasing, financing,
booking new vehicles etc. Different customers go through different stages to purchase new car.

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In leasing a car, I dealt with a customers to obtain necessary documents to fulfill the requirement
of leasing a car which includes FBR,NTN, demand draft in favor of INDUS MOTORS, NIC
copy and a company purchase order if its from commercial or business purpose purchase(
authorize with a company letter head).
Almost same activities were related to assigned a task for me in sales department, which include
to show a new vehicles in the showroom of Toyota to different clients, customers satisfaction
and convince them for Toyota for their excellent standards, sales and after service with full
confident and reliability and decrease uncertainty situation, if customer is little confuse or in the
middle of decision.
Customers are always make sure whatever vehicles they buy, it must be having all the qualities
and comfort, which they required and my duty is to give them that assurance.
Although I didn’t have much knowledge regarding sales, but still I was with experienced sales
person all the time while dealing customers, observing them and tried to handle customers in
case of the absence of sale person of Toyota.
I had to make tour of allocating area to meet prospective customers to make sure I always be
there, when customers need my help and can give them full protocol and warm welcome new
clients.
I was most of the time with sales person and help them for daily report preparation sales
activities in sales department to fulfill all sales activities.
Any new car, which enter and store in a show room, I had to check and make sure all necessary
distance and space have been provided in between the cars and then make it ready for display
purpose. It was enjoyable and delight full experience to deal with the customers and staying near
showroom display with brand new, zero meter beautiful Toyota cars.
SKILLS GAINED
OFFICE WORKING SKILLS:
I had to maintain vouchers, registers, perform some other documentation, as well as work on the
system. Thus I learned manual as well as the system office working skills.
TEAM WORK:
During my stay in the organization I have learned how to work in a team oriented workplace.
Teams work plays an important role in a modern organization.
ORGANIZATION NORMS AND VALUES:
During my stay in the workplace I have learned how to follow the organization’s norms and
values by aligning my self with the organization’s norms and values.

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QUALITY OUTPUT AND COMPETITIVENESS:
Today’s age is full of competition and competitiveness; I have learned that if I want to stay in the
organization and make the management happy through my performance I should have to give
quality output and stay competitive to compete with my fellow co-workers.
COMMUNICATION SKILLS:
Communication skills were also gained during my study time which I used in the organization
for both upward communication and downward communication.
CHALLENGES:
PRACTICAL WORK AND THE BOOKISH KNOWLEDGE:
Studies educate student about the theoretical features of practical work this is so students face
difficulties in the real life situations of the organization. So being fresh student I encountered
different sorts of problems that were challenging for me.
ADJUSTING WITH THE EMPLOYEES:
The organization was completely a diverse one; the employees were from diverse background on
the basis of race, color and ethnicity. So I have faced major difficulty in setting with them.
Customer Relation Department
As I spend most of the time in this department so the Challenges that faced is as follows:
 The Voice of the Customer is the biggest Challenge for me because in this Software the
situation/problem is put in code words so it s difficult to assign right option for the right
problem.
 The follow-up customer is another difficult task as in our culture literacy rate is high and
customer doesn’t give good responses
Customer Services Department
In customer service department the challenge that I face is the dealing with the regular buyers
(local motors) and the other buyers as Toyota Multan Motors is more facilitate these regular
buyer then the others.
Vehicle Delivery Inspection Quality Department
In this department it is difficult for me to learn the specific names of the parts of Toyota brands
which can be checked out at the time of arrival and also the claim handling for the damage
vehicle. The transit claim of the vehicles are also handled and cleared from this department.

Internship Report
Suggestions
 I suggest the company that they give customer facility of online checking of the status of
vehicle rather to consult the company.
 I suggest the company to open Online Booking of Vehicle as far other dealer of the Indus
Motor Company doing
 I suggest, they should improve their follow-up customer service as they are not doing so
but in the TMM it has much importance for the dealer to do so.
 Should focus more to give awareness to common public for new launches and models of
cars.
 It is also possible to attract or retain customers by investment in new technology like
express maintenance packages which can make the services quicker, easier, cost efficient
and more flexible.
 Should expand more dealership in remote areas because I observe that customers have to
come from too far areas.
 Must improve employee loyalty.
 Must improve communication gap between employees and customers.
 Should improve co-ordination in between departments.
 Should give awareness about leasing and credit facilities which Toyota offers to the
customers.
 Try to be friendlier with customers, when they enter inside so that they can finish their
hesitation.
 Sales people should be in uniform with proper name tag on it, which was missing in
them.
 They should properly train their employees.
 Lake of skilled workers on dealership because of low wages.
 Salaries should be appropriate and sufficient to make employees satisfied, which is key to
success.

Internship Report
Conclusion
I have concluded that Toyota Multan Motor is really working well. It has a well reputed
organization having good control of human trainings to teach with good techniques.
The technology is really appreciated by me, which Toyota uses to manufactured cars and also the
sales and marketing department working well to give an excellent image of Toyota in a market.
Toyota is an old multinational organization with excellent controlling and management globally
and it is prove by Toyota that excellent management with same quality and same standards have
been implementing successfully.
The environments are too professional to work inside Toyota and the services which are
provided by whole team and management is really follows the standards.
The vehicles which Toyota provide is really one of the world class ranking in a cars and even in
Pakistan I observe that people feel much proud buying and keeping Toyota cars, which shows
the image of Toyota and shows excellent reputation of work and services.
It was my excellent experience to work with one of the top ranking organization in the
world(TOYOTA) and its good for me to implement further in my career the good things and
professionalism whatever i learnt in Toyota and I would like to keep applying in my further
practical life
Annexures
 Internet
 Personal data collection
 Personal meeting with the different staff managers
 Annual reports of dealership

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Internship Report

Toyota Motors Multan

Taha Khan Durrani

17th September, 2013

Mam Mahreen Khalil

Institute of Management Sciences

Toyota Multan Motors Page 2

Toyota Multan Motors Page 3

Malik Israr Ahmad (CEO)

Thanks to all that help me in making report.

Toyota Multan Motors Page 4

Industry Introduction (Toyota Pakistan) ..................................................................................................... 07

Overview of the Organization ..................................................................................................................... 09

Brief History ............................................................................................................................................... 09

Nature of Organization ............................................................................................................................... 11

Product lines and Brand Portfolio of the Organization ............................................................................... 11

Toyota Products .......................................................................................................................................... 18

Price List ..................................................................................................................................................... 19

Departments in Toyota Multan ................................................................................................................... 21

Accounts Department ................................................................................................................................. 21

Administration Department ........................................................................................................................ 21

Spare parts Department ............................................................................................................................... 22

Customer Relation Department................................................................................................................... 22

Marketing Department ................................................................................................................................ 23

Ratio Analysis ............................................................................................................................................. 24

Verticle and Horizental ............................................................................................................................... 26

Competitor Analysis ................................................................................................................................... 32

SWOT ANALYSIS .................................................................................................................................... 34

PESTEL Analysis ....................................................................................................................................... 36

Internship Experiences ................................................................................................................................ 38

Toyota Multan Motors Page 5

Toyota Multan Motors Page 6

Toyota Multan Motors Page 7

Toyota Awards for Indus Motor Company - Mar 16, 2007

 Toyota Marketing Award 2006 – Overall

 Customer Service Prize for Achievement 2006

 Toyota Marketing Award for Excellence 2006 – Vehicles

Toyota Multan Motors Page 8

Overview of the Organization

Toyota Multan Motors Page 9

Toyota Multan Motors Page 10

Product lines and Brand Portfolio of the Organization

Toyota Multan Motors Page 11

Products offered by the Toyota Multan Motors:

 CKD (complete knocked down) assembled corolla

CKD (Local) Corolla

CKD (Local) Cuore

CBU (Iimported) Vehicles

Toyota Multan Motors Page 12

Strategies Used by Toyota

Source Brand Strategy

For example: Toyota corolla, Toyota Camry etc

Toyota Multan Motors Page 13

TMM Business philosophy

“Passion for Excellence”

Toyota Multan Motors Page 14

Toyota Multan Motor

Toyota Multan Motors Page 15

Malik Israr Ahmad

MULTAN AUTO INDUSTRY:

COMPETITIORS IN AUTOMOBILE INDUSTRY

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