Toyota 2010 Annual Report Download - page 7

Download and view the complete annual report

Please find page 7 of the 2010 Toyota annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.

Page out of 105

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105

TOYOTA ANNUAL REPORT 2010 5
This facility conducts assessments, investigations and meetings on vehicles, parts and materials
collected from the market based on customer suggestions.
Primary
analysis
Detailed
analysis
Human
resources
development
Main Activities Conducted at the Head Office Quality Inspection Building
Example of analysis
Taking a part returned from the market and
installing it in a vehicle to re-create use and
analyze the cause of the problem.
Three-dimensional measurement
Using a three-dimensional measuring
instrument to produce pinpoint coordinates
for checking against an original schematic.
CT scanner
Using a CT scanner to produce a 3D image of
the internal structure of parts and materials for analysis.
Scanning Electron Microscope（SEM）
The state of the object surface is observed
clearly with high magnification.
Introduction to how Toyota trains
quality-assurance enployees to
confirm defects with real parts and
passes on analytical know-how.
Using a process of assumption to confirm
how parts are used and operated in the field.
Confirmation by simulating field problem condition. Analysis in environment chamber.
Analysis without dissection
Parts investigation
Checking of parts; Checking against schematic
Environment testing chamber
Chamber capable of producing
various temperature conditions
(from minus 40℃ to 120℃).
Hi-function shower
Testing for water leaks with showers
from various angles and also tilting
the vehicle.
4-wheel chassis dynamo-meter
Running a vehicle on quiet rollers
to analyze cabin sound levels and
isolate noise sources.
（３） Human Resource Development
In July 2010, we established five Customer First Training Centers to maintain quality and
further develop our human resources. These Customer First Training Centers are in Japan,
North America, Europe, Southeast Asia and China. The HR training programs specialize in
the cultivation of quality control experts and location-specific concerns and employ people
who have been trained for specific regional programs. The programs include Basic Training
—which focuses on the essence of the customer-first philosophy, the importance of quality
and quality the Toyota way—and Expert Training, which cultivates expertise based on
quality case studies. The first training center was set up in Japan in May 2009 and is already
developing additional programs to be conducted at new centers as they are established.
（２） Strengthening Information Disclosure: Regaining Trust through Comprehensive Communication
In addition to strengthening our processes for the gathering of field performance data, we are
also enhancing the effectiveness of other quality improvement activities. Toyota will release
the results of third-party expert reviews and assessments of the improvement measures
adopted by the Special Committee for Global Quality. Also, Toyota is working closely with its
dealers to promote safer driving by providing customers with comprehensive information
regarding safety technology, safe driving methods, and other awareness tools that contribute
to the safe use of vehicles.
■ Early Detection and Early Resolution based on Reinforced Information Gathering and
Customer
Reinforce investigation of
customers vehicles
・Team aiming to investigate certain
 vehicles within 24 hours (SMART team)
・
Technical branch office (NA: 7, Euro: 6, China: 6)
・Distribution of Event Data Recorder (EDR)
・Utilization of remote function
Expand intake of
information such
as incidents
Dealer/Distributor
Gather
info.
Integrated Quality Information System
Strengthen Analysis of Information
(Integrated IT system of variety quality info.)
Technical info.
Warranty info.
Customer
complaint info.
Customer Quality Engineering Div.
TMC Each region
Authorities
Enhance Speed/Contents/Quantity of Information Gathering and Analysis
Technical flaw
Information from Authorities
Genchi Genbutsu
Note: Quality Inspection Building established in 2004
Chairman's Message
Special Feature
Top Messages
President's Message
Financial Section
Investor Information
Corporate Information
Special Feature
Consolidated
Performance Highlights
Business Overview
Commitment to Quality
Commitment to Quality