Toyota 2010 Annual Report Download - page 5

TOYOTA ANNUAL REPORT 2010 3
New Quality Assurance Systems to Realize Safety and
Security from the Customers’ Point of View
Toyota is redoubling efforts to quickly regain the trust of its
customers. Positioning quality from the customer’s point of
view, we aim to ensure a system that will raise awareness and
facilitate rapid response to market information.
In the past, Toyota’s quality standards focused more on
technical issues. Now, we are incorporating an awareness
of the customer’s perspective as suppliers and dealers work
together to alleviate customer concerns. To this end, we
have established the Special Committee for Global Quality to
develop and strengthen a more advanced quality assurance
system and promote the global and rapid reform of all business
processes from the customer’s point of view. As a result, amid
the procurement of parts from developing countries and other
advances of globalization in the automobile industry, we aspire
to enhance our quality and service.
Customers
expectations/demands
Excellence of hardware
・Few problems
・Well-produced
・High performance
Sense of safety
・Adequate explanation to
customers
・Understanding of
customers feelings
・Consideration to
customers usage
Focus on sense of
safety as well as
excellence of
hardware
Committee chair: TMC President Toyoda
■ Special Committee for Global Quality
Uchiyamada EVP, Funo EVP,
Niimi EVP, Ichimaru EVP,
Ihara SMD, Hayashi D, BR-CK
Auditor
R&D Group
PE Group
Manufacturing
Group
Purchasing
Group
Regional Quality Task Force
North America CQO
Europe CQO
China CQO
（CQO team）
AP CQO
（CQO team）
M.A.M. CQO
（CQO team）
Japan CQO
Domestic
Sales Group
Sales &
Marketing Group
CS Group
HR Group
PA Group
Finance Group
Secretariat:
Quality Group
Improve planning, control progress Confirmation and advice from outside experts Public disclosure
M.A.M.
Quality Task Force
AP
Quality Task Force
Japan Quality Task Force
China Quality Task Force
Euro. Quality Task Force
N.A. Quality Task Force
Chair: Sasaki EVP
In March 2010, the Special Committee for Global Quality, chaired by TMC President Akio Toyoda,
was established. This Global Quality Committee launched initiatives to address the deterioration
of communications capabilities between the head office and other regions resulting from rapid
globalization. One of the goals of the Global Quality Committee is to eliminate the haphazard
sharing of quality information. The Global Quality Committee aims to strengthen quality
assurance systems through meticulous quality control in each region where Toyota operates.
To this end, chief quality officers (CQOs), representatives, and related personnel in each region
gather to discuss quality issues with third-party experts and propose improvement plans. In the
past, Senior Managing Director
− level Quality Function Meetings were held five times a year to
review quality assurance systems and mechanisms. From this point forward, we will conduct
these meetings three times a year, with the Special Committee for Global Quality meeting
semiannually. The first meeting of the Special Committee for Global Quality, held on March 30,
2010, focused on 1) recalls and other safety decisions; 2) improvement of information gathering;
3) timely and accurate disclosure; 4) overall product safety; and 5) quality assurance and human
resource development. By focusing on these priority objectives, we will reinforce improvement
efforts in tandem with overseas operations and dealerships.
Establishment of the Special Committee for Global Quality
General Overview of Quality Issues
Today, as in the past, Toyota is focused on the customer. When problems arise, we thoroughly
investigate the cause and make all necessary countermeasures and corrections. The idea of
creating better cars through repeated improvement has been the foundation of quality control
efforts at Toyota since the Company was founded. We are confident that our quality efforts,
embodied by the Toyota Production System, are among the very best in the world.
Toyota has grown by quickly responding to market needs. In order to ensure that Toyota’s growth
does not come at the expense of safety, we will reemphasize an alignment of our customers’
expectations with our quality control processes.
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