Relations with Customers

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Basic Concepts of Product Lineup

Toyota is providing vehicles that meet local conditions and needs in as many regions as possible at affordable prices. Also, a wide range of models, including Prius and other HV's, gasoline cars, commercial vehicles and welfare vehicles, are made available in the market to answer customer needs.

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Providing "Made by TOYOTA" Quality and Cost to Customers around the World

The IMV* Project Promotes the Development of Products that Meet the Conditions and Needs of Countries and Regions Around the World, as Well as Local Purchasing and Production.

*
Innovative International Multipurpose Vehicle (IMV):Toyota's global strategy models, so named with the aim of creating multipurpose vehicles that can meet the various needs of customers around the world.

Simultaneously Providing Appealing Products at Affordable Prices to Customers in Countries around the World

The IMV Project, which was founded in August 2004, achieved a cumulative total of five million cars sold as of March 2012. The goal of the IMV Project is to simultaneously provide appealing products at affordable prices around the world. Cars are sold in 170 countries and produced by 12 overseas affiliates in emerging markets.
The IMV Project has worked for drastic reform from three major viewpoints toward efficient production and distribution on a global scale. During car development, priority was placed on the development of products that best suit emerging markets, based on three models and five body types. Prior to the IMV Project, the production structure included production bases of similarly small scale at 11 affiliates. Under the IMV Project, four plants in Thailand, Indonesia, South Africa, and Argentina were designated global bases for production and exports. Furthermore, the Global Optimum Purchasing System was established for parts with the aim of 100% local purchasing instead of purchasing from Japan. Currently, some business units have high non-Japanese purchasing ratios of up to 95%. The Optimum Purchasing System also covers engines, transmissions and other major components.
The number of cars sold is increasing each year, partially because of the expansion of emerging markets. Last year's Great East Japan Earthquake and floods in Thailand caused major impacts, but production capabilities were restored at a comparatively early stage. The number of cars sold in FY2011 was approximately 770,000 units. We estimate that sales will increase due to market expansion from this fiscal year.

Hilux (B, C, D cabs)
Hilux (B, C, D cabs)
A wide range of cars have been developed and produced ranging from private- to
business-use vehicles, as well as reasonably priced to luxury cars.

Fortuner SUV
Fortuner SUV
This luxurious SUV is popular among customers in the Middle East and India.

Innova MPV
Innova MPV
This car is supported by the taxi industry, large families, and other consumers in India and Indonesia.

Global Supply System

  Production in 2011 Major export destinations Major related FTAs
  Within
the country
Overseas
TMT 340,000 units 14 ( 40% ) 20 ( 60% ) Asian region, Middle East, Oceania ASEAN countries,
Thailand - Asia Pacific
TMMIN 110,000 units 7 ( 64% ) 4 ( 36% )
TSAM 120,000 units 5 ( 40% ) 7 ( 60% ) African region, Europe EU - South Africa
TASA 70,000 units 2 ( 31% ) 5 ( 69% ) Central and South America region Mercosur countries

Toyota's "Global BEST" is Accepted Internationally,
while the "Local BEST" Meets the Needs of Each Region's Usage Environment

The three major factors that contributed to achieving sales of five million units are: 1) detailed surveys and analysis of usage environments in various countries and regions around the world, 2) thorough development of products that are tailored to the needs of different countries and regions, and 3) an extensive after-sales service network spanning numerous countries and regions. The world is a big place, and there are many usage environments that are unimaginable in Japan. These harsh conditions include unpaved, rugged roads; deserts; high altitudes of 4,000 meters or more; intense heat of 40° C or greater; and severe cold of -30° C or less. Common understandings of vehicle usage differ by region: some people haul loads of three tons or more while others fully load their car deck with luggage, and some cars are ridden by many people at once. Cars are utilized in a wide range of ways for passengers, commercial use, or a combination of the two. Toyota develops cars for each region and country by understanding the local usage conditions. Based on five unified body types for the entire globe ("Global BEST"), we offer 330 models with 1,250 final specifications ("Local BEST") to carefully meet a range of needs with attention to detail.

Required Product Conditions

Part Purchasing Rate by Source [ example: Thailand ]
We have drastically improved local purchasing rates through the mutual complementation of parts from Asian countries excluding Japan and other regions. We have aggregated production bases for engines and manual transmissions, and have adopted local purchasing in a fundamental way.

Diverse Usage Environments

In Thailand and Indonesia
In Thailand and Indonesia
People completely load the deck of their vehicles with baggage and many family members ride together at the one time. Because major traffic congestion is a daily occurrence, fuel efficiency is particularly important.

In Africa
In Africa
There are few paved roads, so most driving is off road in rugged locations. The weather is very hot, and many vehicles are used in coal mines.

In other emerging markets
In other emerging markets
In Peru, vehicles require a motive force for high altitudes of 4,000 meters or more. Vehicles must be able to withstand intense heat in the Middle East and severe cold in Russia.

Detailed Service Capabilities in Each Region to Customers Provide Peace of Mind

Toyota's service system offers reassuring service capabilities that make it possible to respond comprehensively and in a detailed manner to a variety of situations in all regions. Our network of dealerships is expanding. As in Japan, dealers in emerging markets are fundamentally in charge of the three areas of new cars, parts, and after-sales service. Large and small service shops have also been established in each region. In addition, we dispatch service staff from dealers for customers who have established service shops inside their companies for work use. In this way Toyota provides careful support for each car's maintenance, usage conditions, and circumstances.

Building large and small service shops in each region
Building large and small service shops in each region

Dispatching service staff to customers who have their own service shop
Dispatching service staff to customers who have their own service shop

Our Mission is to Create More Appealing Cars in Each Region and Develop the Automobile Industry in All Countries and Regions

In line with increased numbers of vehicles being produced and sold, Toyota has strengthened its production capabilities, mainly in Asia. In the future we will continue to enhance our production and supply systems while paying attention to sales-related conditions. The IMV Project provides appealing cars to customers around the world as well as employment opportunities in the countries of production. In this way, we are working to fulfill our mission of developing the automobile industry in all countries and regions.

Universal Design (UD)

Cars are a means of transportation used by a variety of people under a variety of conditions. Toyota endeavors to build people-friendly automobiles bearing in mind the relationship between diverse needs and cars which meet those needs. Universal design based on ergonomics is part of that effort, and we conduct product development tailored to users and their use environment.

Enhancing the Welcab Lineup for More Comfortable Mobility

With a philosophy of "providing freedom of moving in comfort to all people," Toyota has worked towards the development and popularization of its assisted-mobility cars, the Welcab series. In order to respond to diversifying needs in assisted-mobility vehicles, in FY2011, we deployed a total of 60 types of 30 models, including care-giving, and self-operation models. Toyota is also encouraging the establishment of Welcab Stations at Toyota dealers nationwide, which have been rolled-out to a total of 112 dealers and 195 sales outlets (as of the end of March 2012).

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Welride: A Feature Allowing a Wheelchair User to Board a Minivan with High-positioned Seats

The Welride, released in December 2011, is equipped with systems that are first of their kind in Japan, enabling wheelchair users to transfer to the high-positioned seat by themselves and store their wheelchair using a remote control. This was in response to feedback from people who use wheelchairs but have relatively strong upper bodies and who want to drive by themselves or drive their families around. During development, we sought evaluation directly from vehicle users at numerous eminent rehabilitation centers in Japan, and engineered the hook and handrail shapes, and the hoist based upon customer feedback. Welride has been fitted into the Alphard/Vellfire and Estima.

Welride, which offers wheelchair users the new option of driving a multi-passenger minivan
Welride, which offers wheelchair users the new option of driving a multi-passenger minivan

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