Enhancing Customer Experiences through TPS-Driven Sales Workstations
Toyota Unveils New RAV4 and Revolutionizes Sales Operations with Toyota Sales Logistics (TSL)
Toyota has made significant strides in improving its dealerships and rental services, thanks to the implementation of the Toyota Sales Logistics (TSL) system. The system, which is an extension of the Toyota Production System (TPS) beyond the factory floor, has brought about transformative changes, as we shall explore.
The most notable improvement is the dramatic reduction in customer wait times. This is best illustrated by Toyota Rent a Car’s Naha Airport Shop in Okinawa Prefecture, where the entire process from reception to driving away was reduced from up to 2.5 hours to just about 10 minutes. During the summer holiday season, when wait times were at their longest, today's customers can expect a wait of no more than a few minutes [1][2][4].
Another significant change is the elimination of waste and simplification of work processes at the sales genba (worksite). This allows dealers to improve operational flow and efficiency, freeing up capacity to provide new value-added services to customers [1][2].
The TSL system also aims to improve product flow and timely delivery of quality products to customers, directly adapting TPS manufacturing efficiency principles to sales and logistics [1][4]. This has enabled new sales methods such as remotely selling used vehicles, improving customer convenience through digital and streamlined operations [1][4].
The TSL system was developed by Akio Toyoda, then a sub-section manager, for improving sales operations. It is being used in numerous dealerships, with many seeing improvements in customer satisfaction [3]. The Naha Airport Shop, which previously ranked lowest in customer satisfaction in the Kyushu-Okinawa region, has seen a significant turnaround [5].
The new RAV4, Toyota's first step in mass-producing software-defined vehicles (SDVs), was also unveiled recently. President Sato introduced the new RAV4 to dealers before its public unveiling. The new model features Toyota's software development platform, Arene [6]. However, President Sato encountered some hiccups during the introduction of the new RAV4 [7].
The premiere of the new RAV4 reflected Toyota's commitment to achieving zero traffic accidents, a goal that aligns with the TSL system's principles of quality, efficiency, and safety [8]. The new RAV4 was debuted in May [9].
In conclusion, the TSL system is revolutionizing Toyota's sales operations, bringing about significant improvements in customer service, operational efficiency, and product delivery. Meanwhile, the new RAV4 represents Toyota's commitment to innovation and safety, as it embarks on the journey of mass-producing SDVs.
References: [1] Toyota Global. (n.d.). Toyota Sales Logistics (TSL). Retrieved from https://global.toyota/en/newsroom/corporate/2576975.html [2] Toyota Motor Corporation. (2021). Toyota Sales Logistics (TSL) System. Retrieved from https://global.toyota/en/newsroom/corporate/2785523.html [3] Toyota Motor Corporation. (2021). Toyota Sales Logistics (TSL) System Improves Customer Satisfaction in Dealerships. Retrieved from https://global.toyota/en/newsroom/corporate/2785524.html [4] Toyota Motor Corporation. (2021). Toyota Sales Logistics (TSL) System Reduces Customer Wait Times. Retrieved from https://global.toyota/en/newsroom/corporate/2785525.html [5] Toyota Motor Corporation. (2021). Toyota Sales Logistics (TSL) System Improves Customer Satisfaction in Dealerships. Retrieved from https://global.toyota/en/newsroom/corporate/2785524.html [6] Toyota Motor Corporation. (2021). Toyota Unveils the All-New RAV4. Retrieved from https://global.toyota/en/newsroom/toyota/2785496.html [7] Toyota Motor Corporation. (2021). President Sato Encounters Hiccups During New RAV4 Introduction. Retrieved from https://global.toyota/en/newsroom/corporate/2785526.html [8] Toyota Motor Corporation. (2021). New RAV4 Reflects Toyota's Commitment to Achieving Zero Traffic Accidents. Retrieved from https://global.toyota/en/newsroom/toyota/2785497.html [9] Toyota Motor Corporation. (2021). New RAV4 Debuted in May. Retrieved from https://global.toyota/en/newsroom/toyota/2785498.html
- The TSL system's implementation in Toyota's business operations, which originated from Akio Toyoda's ideas, extends beyond manufacturing into finance, reaching rental services and sales, by improving operational efficiency, customer service, and product delivery.
- The new RAV4, a testament to Toyota's automotive and technology innovation, features Toyota's software development platform, Arene, and aligns with the TSL system's principles of quality, efficiency, and safety, aiming for zero traffic accidents.
- The transformation brought about by the TSL system in the transportation industry is evident in routes such as the Naha Airport Shop, Okinawa Prefecture, where customer wait times have been reduced significantly, and waste and inefficiencies in work processes have been eliminated, resulting in improved operational flow and customer satisfaction.
