In order to contribute to society through car manufacturing and monozukuri (manufacturing) and put into practice the principle of “Customer First,” it is necessary to undertake various activities in a spirit of shared principles, cooperation, and collaboration with our business partners such as suppliers and dealers. Toyota pursues open and fair business activities, and engages in ongoing CSR initiatives while enhancing cooperation with business partners to raise quality in terms of safety and customer confidence, and works to further raise customer satisfaction.
Since its establishment, Toyota has sought to work closely with its suppliers in its manufacturing activities. In good times and bad, Toyota and its suppliers have faced the same issues together and Toyota has built strong and close relationships with them according to the spirit of mutual benefit based on mutual trust. With the recent globalization of business activities Toyota will cherish these ties—including those with new partners—and will promote the Customer First Policy together with them.
Toyota is deploying its Supplier CSR Guidelines globally. These guidelines incorporate the following three policies—Fair competition based on an open door policy; Mutual benefit based on mutual trust, and contribution to local economy vitality through localization (good corporate citizenship). In addition, Toyota suppliers are asked to implement their own independent CSR activities based on these guidelines.
Anti-Bribery Guidelines (For Business Partners)
Dealers/distributors are the front line where Toyota’s “Customer First” principle is directly observed. Toyota and its dealers/distributors always work as one to enhance customer satisfaction based on a strong relationship of trust, close two-way communication, and the shared value of Toyota products and services.
The Toyota domestic sales network comprises 281 dealers, operating around 5,500 sales outlets including used car outlets as of June 2017. Under the Customer First policy, we have a “Customer First, Dealer Second, Manufacturer Third” concept. Toyota supports the dealers to make concerted efforts of meeting customer expectations with a goal of raising their level of satisfaction. We believe, through these efforts, we can realize dealer success, which ultimately leads to Toyota’s growth.
The Toyota National Dealers’ Advisory Council (TNDAC), which consists of domestic Toyota dealers, established the special CSR study group in 2005 and created the TNDAC CSR Guidelines based on the three pillars of Compliance, Environment, and Social Contribution.
In 2006, they adopted the Toyota Dealers CSR Declaration to promote unified CSR activities involving all Toyota dealers in Japan.
The overseas dealers and distributors are important Toyota partners that are crucial in achieving ever-better cars for customers worldwide.
Toyota has approximately 170 distributors and around 10,000 dealers located overseas that are involved in activities rooted in the local community that help promote and create Toyota’s fan base.
Toyota’s sales operations are divided into seven regions (excluding Japan) throughout the world: North America, Europe, Africa, China, Asia/the Middle East/North Africa, East Asia/Oceania and Latin America/the Caribbean, and the sales system provides the best cars and services according to the market characteristics of each region. In addition, Toyota strives to ensure ever-better cars by listening to the customer feedback from our overseas distributors and dealers because the car usage conditions and environment as well as the required functions and services can vary greatly depending on the region and country.