Internship report

BS Accounting & Finance

Maham Khan BS Accounting & Finance

Internship report

PREFACE

It is the requirement of the BS (Hons) course in the Department of Commerce. In Department of commerce all students of BS (Hons) have to do internships and then make a final report of their whole internship to get practical exposure. If this internship is done properly and sincerely, enables the students to be more confident, more knowledgeable, more responsible and, above all, more committed to its work in the practical field. In preparing this report and doing this internship I have put all of my best efforts and tried my level best to give maximum knowledge. Despite of my all the coherent efforts, I do believe that there will always be a room for improvement in the efforts of learner like me.

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ACKNOWLEDGEMENT
All prays goes to Allah Almighty who has given me, courage and confidence to complete this gigantic task. But with the noble passion of hard work, nothing remains difficult. To write an acknowledgement, after the completion of an enormous task has always been very enthusiastic for me because its the best source to thank all those whose support enable me to complete this project. After thanking God I will thank to my parents & family who prayed for me and without their support I might not be able to complete this internship. I want to thank for all those personalities, who have been a continuous source of guidance during the report. I want to say thanks to all the employees of Toyota Motors. Their attitude towards me was really very positive and appreciable. I want to acknowledge them with thanks for their help and guidance on each and every step. I made many mistakes as I had never been confronted with the business world but they never minded and instead of minding they behaved like my brother. They treated me as their younger brother and forgave all my inaccuracies. But In this regard, I particularly want to thank some personalities who have been the continuous source of guidance throughout my internship. They are

Sales Manager ---------------------Wajeh-ur-Rehman Internee supervisor-------------------- Muhammad Naeem

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Table of Contents

Pg No

1. Executive Summary 2. Introduction of Automobiles 3. Indus Motor Company Limited Pakistan 4. Introduction of Toyota Multan Motors 5. Chairmans Message 6. Vision and Mission 7. Products

05 06 07 08 10 11 12

8. My Learning Experience in Different Departments of company 23 9. SWOT Analysis 10. PESTEL Analysis 11. Recommendations for Toyota Motors Multan 12. If I was the Manager in Toyota Motor Multan! 13. Conclusions 14. Branch Address 15. Reference 39 39 40 32 34 37 38 35

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1. Executive Summary
My internship report includes the broad description of this whole practical activity at Toyota Motors Multan. My learning experience with Toyota Motors Multan. I have worked in sales and marketing section of the company mostly. I have worked 8 weeks with Toyota Motors Multan. which improved many of the proficient qualities and added up new dimensions in professional vision for better salesmanship. I spent a good time Toyota Motors Multan. As a marketing officer and learnt to deal with the marketing issues and other contemporary problems in concern with customer, distributor and numerous other issues related to channel management. The institution assisted me to work confidently with team and taught to be an efficient decision maker while facing contemporary problems with hard work and patience by and large. Remedies to the modern problems were considered to whole activity during the tenure. Multiple techniques have been recommended to the firm for overcoming the scenario based problems which change their intensity with the change in time. It has been recommended to the firm that they should to act patiently while facing these challenges and considers any of the proposed technique for their advocacy in real time dare. This internship has also prepared me for my future career in marketing so this internship has helped me a great deal. The experience has taught me responsibility, teamwork and how to handle people in critical situations. Even though the nature of work was quite basic as an internee, nevertheless I got to see what practical life is. This internship overall has been a great experience. Overall, its been a very good experience as being a part of Toyota Motors Multan. It was a memorable experience which brightens up my attitude and dimensional zed me towards a good marketer and better salesmanship

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2. INTRODUCTION
In this fiercely aggressive business world, the goal of most firms is to establish distinctive or unique capabilities to gain a competitive advantage in the marketplace through utilising the most of their core competencies. Competencies refer to the fundamental knowledge owned by the firm (knowledge, know-how, experience, innovation and unique information), and to be distinctive they are not confined to functional domains but cut across the firm and its organisational boundaries (2002). Today, business enterprises in developed countries operate in a more complicated, and more regulated, environment. The strategic task, then, is to create a distinctive way ahead, using whatever core competencies and resources at its disposal, against the background and influence of the environment. Through these distinctive capabilities the organisation seeks sustainable competitive advantage. Competition in many domestic and international markets appears to be entering a new phase, in which product quality and performance are becoming more important to customers than price. In such markets, the effective management of the new product development process is the essence of competitive advantage. Due to such changes, a review of the organisations strategic capabilities is a must if they are to keep up with the demands of the changing TBMes. This paper analyses the strategic capabilities of Toyota Company in face of the everstiffening competition in the automotive industry, as a potential tool to further strengthen Toyotas position in the automobile market. Automobile industry in Pakistan The Automotive industry has been an active and growing field in Pakistan for a long TBMe, however not as much established to figure in the prominent list of the top automotive industries. Despite significant production volumes, transfer of technology and localization of vehicle components remains low. Most cars in the country have dual fuel options and run on CNG which is more affordable and cheaper than petrol in the country. There are three major automobile distribution companies in Pakistan.

Pak Suzuki Indus Motors Honda Atlas

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Pak Suzuki has a almost complete monopoly in the small car segment as it faces almost no competition other than the single odd Daihatsu Cuore produced by Indus Motors. In the Subcompact Sedan segment Toyota Corolla, Honda Civic, Honda City, and the Nissan Sunny are currently the only cars in production. There are still no locally made SUV, Mid or Full sized sedans available. Toyota Corolla and Suzuki Mehran are currently the highest selling cars in the country.

3. Indus Motor Pakistan

Company

Limited

Indus Motor Company (IMC) is a joint venture between the House of Habib, Toyota Motor Corporation Japan (TMC), and Toyota Tsusho Corporation Japan (TTC) for assembling, progressive manufacturing and marketing of Toyota vehicles in Pakistan since July 01, 1990. IMC is engaged in sole distributorship of Toyota and Daihatsu Motor Company Ltd. vehicles in Pakistan through its dealership network. The company was incorporated in Pakistan as a public limited company in December 1989 and started commercial production in May 1993. The shares of company are quoted on the stock exchanges of Pakistan. Toyota Motor Corporation and Toyota Tsusho Corporation have 25 % stake in the company equity. The majority shareholder is the House of Habib IMC's production facilities are located at Port Bin Qasim Industrial Zone near Karachi in an area measuring over 105 acres. Indus Motor Companys plant is the only manufacturing site in the world where both Toyota and Daihatsu brands are being manufactured. Heavy investment was made to build its production facilities based on state of art technologies. To ensure highest level of productivity world-renowned Toyota Production Systems are implemented. IMC's Product line includes 6 variants of the newly introduced Toyota Corolla, Toyota Hilux Single Cabin 4x2 and 4 versions of Daihatsu Cuore. They also have a wide range of imported vehicles. Toyota's corporate philosophy revolves around customer satisfaction, which is symbolized in the 3S Concept. Toyota is the Pioneer in the 3S System, which offers Sales, Service and Spare Parts all from the same facility. There are total 36 dealerships of Toyota in 18 major cities of Pakistan. 8 being in Lahore,7 in Karachi,3 in Multan and

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less than 3 in all other cities. Most cities have only one dealership. A Toyota Multan motor is one of these dealerships providing all three services i.e. sales, service, spare parts.

Toyota Multan motors work passionately as a team employing latest technology to delight and satisfy their customers with best possible after sales services. Their aim is to reach for the sky through sincerity. They believe in human potential providing opportunities to their staff for personal and professional skill enhancement. Service department aims to ensure existence of an adequate and effective service network through which quality service can be provided to maximum number of Toyota and Daihatsu customers nationwide for achieving customer satisfaction, opTBMizing dealers performance and supporting sales to enhance brand equity. Customer satisfaction is the corner stone of their policy. After sales services are provided to customers nationwide through a network of franchised dealers who operate on 3s basis (sales - service - spare parts). IMC has 36 dealers in 18 cities. Over 200,000 service jobs were handled by dealers (cumulative) during last 12 months period.

4. Introduction Motors

of

Toyota

Multan

BRIEF TOYOTA BACKGROUND

Toyota Motor Corporation is a famous Japanese multinational corporation, and is considered the worlds second largest automaker of automobiles, trucks, buses, robots, and providing financial services ( 2007). Its founder is Kiichiro Toyoda, born in 1894, and the son of Sakichi Toyoda, who became popular as the inventor of the automatic loom. Kiichiro inherited the spirit of research and creation from his father, and devoted his entire life to the manufacture of cars. After many years of hard work, Kiichiro finally succeeded in his completion of the A1 prototype vehicle in 1935, which marked the beginning of the history of the Toyota Motor Corporation ( 2007).

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The first Type A Engine produced in 1934 was used in the first Model A1 passenger car in May 1935 and the G1 truck in August 1935, and led to the production of the Model AA passenger car in 1936. In addition to being famous with its cars, it still participates in the textile business and makes automatic looms that are now fully computerised, and electric sewing machines that are available in different parts of the world. It has several factories around the world, which serve to manufacture and assemble vehicles for local markets. The corporations factories are located in countries such as the United States, Australia, Canada, Poland, France, Czech Republic, United Kingdom, Turkey, South Africa, Brazil, Argentina, Venezuela, Mexico, Japan, Indonesia, Pakistan, India, Mexico, Malaysia, Thailand, China, Vietnam, and the Philippines. Despite the many locations of its factories, its headquarters is located in Toyota, Aichi, Japan (2007). It invests a great deal of TBMe and effort in its research into cleaner-burning vehicles, such as promoting a Hybrid Synergy Drive and running a Hydrogen fuel cell in its vehicles (2007). It has significant market shares in developed countries, such as the United States, Europe, Africa and Australia, and has significant markets in South East Asian countries. Its brands include the Scion, its division in the United States, Guam and Puerto Rico, and the Lexus, which is Toyotas luxury vehicle brand (2007). Aside from producing cars and other types of automobiles, such as SUVs and coasters, Toyota also, participate in rallying or racing. The companys presence in Motorsport can be traced to the early 1970s, when Ove Andersson, a Swedish driver, drove for Toyota during the RAC Rally in Great Britain, and in succeeding years, Toyota Team Europe was formed ( 2007). Up to the present, Toyota cars are still being used in a variety of racing events in different countries around the world. These events include the CART in Vancouver, the Le Mans, the Indy Racing League, the NASCAR, and the Toyota F1 Series (2007). As the leader in the industry of automobile manufacture and production, the company adopts a philosophy in terms of its production system, which is named The Toyota Way.

Passion for Excellence

This philosophy is extended in everything that we do. We believe in offering our customers the best possible services. Our goal has always been to turn that one-TBMe buyer into a lifeTBMe customer. We ensure this through quality assurance and continuous improvement so that our customers always get the best value for their money. Our relationship with our clients is based on honesty, trust, integrity and commitment.

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Toyota Multan Motors

Toyota Multan motors work passionately as a team employing latest technology to delight and satisfy their customers with best possible after sales services. Their aim is to reach for the sky through sincerity. They believe in human potential providing opportunities to their staff for personal and professional skill enhancement. Service department aims to ensure existence of an adequate and effective service network through which quality service can be provided to maximum number of Toyota and Daihatsu customers nationwide for achieving customer satisfaction, opTBMizing dealers performance and supporting sales to enhance brand equity. Customer satisfaction is the corner stone of their policy. After sales services are provided to customers nationwide through a network of franchised dealers who operate on 3s basis (sales - service - spare parts). IMC has 36 dealers in 18 cities. Over 200,000 service jobs were handled by dealers (cumulative) during last 12 months period.

5. Chairmans Massage

Our aim is to reach for the sky through sincerity. We believe in human potential providing opportunities to our staff for personal and professional skill enhancement. There are three major departments in Toyota Multan motors which are as follows.

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6. Vision and Mission

The Vision of Toyota Multan Motors is to be the most respected and successful enterprise, delighting customers with a wide range of products and solutions in the automobile industry with the best people and the best technology.

The most respected. The most successful. Delighting customers. Wide range of products. The best people. The best technology

Mission of Toyota is to provide safe & sound journey. Toyota is developing various new technologies from the perspective of energy saving and diversifying energy sources. Environment has been first and most important issue in priorities of Toyota and working toward creating a prosperous society and clean world.

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7. Products & Services

1. Sales. 2. Service. 3. Spare parts. Sales

Specialized Areas Corporate Sales Leasing & Financing HD (duty free vehicles) Sales Showroom Sales Sales Administration R & D, orientation Training

Our Targeted Objectives Profitability Satisfaction Maximum brand exposure Image enhancement Technological leadership Human resource skills Balanced with customer

Toyota Multan motor is taking pride in the fact that they are the premier automobile organization in the capital. They provide the best 3S (Sales, Service, Spares) facilities. Multans unique position as the capital of Pakistan provides them with an opportunity to interact with diplomatic staff, multinational companies & a population that boasts the highest literacy/education standards of the country. Adding to this factor is the highest living standards of any city in the world. Toyota Multan Motors (recognizes) these factors & concisely works towards achieving our targeted objectives through manpower skills & technology keeping in mind our specialized areas listed above. Their Sales & Marketing team has an average education in business related areas of at least 14 years with the maximum of masters in business administration leading up to 16 years of education. Toyota Multan motors constantly polish these skills by arranging & attending seminars, workshops & training upgrades.

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Following are the different products with prices which are offered by the sales department of Toyota Multan motors. Products are in two categories which are CKD or completely knocked down mean the parts of the products are imported from abroad and assembled here in Pakistan while other might be the CBU or completely build up units which are completely built abroad and are shipped in Pakistan and sold after the payment of government duties. These are the local products or we can call them CKDs because their parts are made in Japan and then they are assembled in Pakistan and after that sold locally. Price list of locally assembled vehicles in Pakistan is given as follows: COROLLA Toyota Corolla - Xli Toyota Corolla - Gli Toyota Corolla - Gli 1.6 A/T Toyota Corolla - 2.0D Toyota Corolla 2.0D SN Toyota Corolla 2.0D SN SR Toyota Corolla Altis MT 1.6 Toyota Corolla Altis MT SR 1.6 Toyota Corolla Altis AT 1.6 Toyota Corolla Altis AT SR 1.6 CUORE Daihatsu Coure CX Daihatsu Coure Eco Daihatsu Coure AT Daihatsu Ecomatic HILUX& vigo champ Toyota Hilux 4X2 S/C Std 1,509,000 862,000 912,000 883,000 953,000 1,494,500 1,619,500 1,789,500 1,624,500 1,854,500 1,959,500 1,859,500 1,949,500 1,949,000 2,039,500

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Toyota Hilux 4X2 S/C Std Police Toyota Hilux S/C Up Spec Toyota Hilux 4X4 DC Standard Toyota champ) Hilux DC Up Spec-(vigo

1,529,000 1,549,000 2,900,000 3,318, 500

Following are the products and prices of CBUs or completely buildup units or imported.

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General Manager sales and deputy manager sales control and monitor all the activates and tasks of the sales force and the sales executives. They guide the sales force and help

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them to gain their targets and also give them extra offers like free mats etc for the privileged customers. Some of their achievements in the form of trophies are as follows.

This award was granted in 2009 by the parent distributors Toyota Multan motors due to the best sales and performance by the sales and marketing department of Toyota Multan motors. This was also the token of best selling services by Toyota Multan motors in year 2007-2008 and was awarded in 2008. Toyota Multan motor due to its best services is the best dealership among all three dealerships in Multan and obviously gathering maximum profit and sales for themselves as well as for the Indus motor company. Toyota Multan motors train their employees well in a professional well. This brings the positive change in the organization and is major reason for the great achievements of the dealerships. Service Following services are available in Toyota Multan motors and here is the list of all of them.

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AVAILABLE SERVICES (BRIEF LIST) 1. HI TECH DIAGNOSING 2. ENGINE TUNE UP 3. ENGINE OVERHAUL 4. ELECTRONIC FUEL INJECTION (E.F.I) TUNEUP 5. ELECTRONIC FUEL INJECTION SYSTEM TROUBLE 6. TRANSMISSION OVERHAUL (MANUAL) 7. TRANSMISSION OVERHAUL (AUTOMATIC) 8. CENTER DIFFERENTIAL OVERHAUL 9. TURBO CHARGER REPAIRS 10. POWER STEERING OVERHAUL 11. MANUAL STEERING OVERHAUL 12. BRAKE OVERHAUL (CONVENTIONAL) 13. BRAKE OVERHAUL (ANTI LOCK BRAKING SYSTEM ABS) 14. POWER MECHANICAL WINDOW MECHANISM 15. REPAIRS 16. CENTRAL LOCKING SYSTEM 17. FUEL SYSTEM FLUSHING 18. ELECTRICAL REPAIRS 19. AIR CON, REPAIRS 20. COMPUTERIZED FOUR WHEEL ALIGNMENT 21. COMPUTERIZED WHEEL BALANCING 22. SUSPENSION OVERHAUL (LEAF SPRING TYPE. IRS.WISHBONE TYPE, STRUT TYPE) 23. DIFFERENTIAL OVERHAUL 24. COMPLETE BODY WORKS (OWNER PAID OR INSURANCE PAID) 25. BAKE PAINT ( OVER FINISH) ICI AUTO COLOR (U.K) 26. CHASSIS / FRAME ALIGNMENT 27. COOLING SYSTEM SERVICE 28. TYRE CHANGE 29. EXHAUST SYSTEM REPAIRS

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30. DIESEL FUEL INJECTION SYSTEM REPAIRS 31. CLUTCH SYSTEM OVERHAUL 32. COMPLETE ELECTRICAL WIRING HARNESS 33. REPAIRS/REPLACEMENT 34. COMPETE NEW AIR CON SYSTEM INSTALLATION 35. PERIODICAL MAINTENANCE AT EVERY 5,000KM 36. CAR WAXING / POLISHING 37. BREAK DOWN VEHICLE RECOVERY 38. NOZZLE SERVICE & FUEL PUMP CALIBRATION

Parts

Oil filter Using genuine parts:

Spark Plug

The use of the genuine parts is a very important thing and when we use it the basic reason behind all this is to be the best of the best things. By using the original products we are actually giving a favor to our self, by increasing the life of our car. The genuine products actually give an extra life to the car, and you can drive your car without any hazel. Always use genuine Indus products with the hollow graphic seal that gives guarantee for reliability. Using genuine spare parts guarantees the reliable, efficient and safe operation of your car. Genuine spare parts save you money by increasing upTBMe and operating cost.

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OIL FILTER Oil filter as name suggests its work is to filter and remove dirt particles from oil as it flows through the engine. Oil filter should be replaced regularly and it's a low price part as its filtration process deducts the minutest particles as even a tiniest foreign matter can create excess friction and potentially cause engine damage. Only Toyota Genuine Oil Filters feature a dual-textured element to capture the most minute particles for efficient lubrication and long life performance. Low quality singletextured elements filter let small particles in and they slowly cause wear on moving part.

Smooth Flow of lubrication A car's engine is made up of hundreds of precision moving parts - many of them operating at thousands of movements per minute. And apart from the cooling system, the only thing that stops these parts seizing up is correct lubrication. While the quality of the oil is vital to the performance of an engine, the quality of the Oil Filter is also crucial to the smooth operation and longevity of the engine. It is the role of the Oil Filter to remove dirt particles from the oil to prevent excess friction and potential engine damage. The Oil Filter must also promote smooth flow of oil to all parts of the engine for complete lubrication. However, for such an important protective part, there are very big differences in the quality of Oil Filters. There are a lot of features of TOYOTA GENUINE air filters but following the main features:

The Element A Toyota Genuine Oil Filter features a dual-textured element - coarse on the outside, fine on the inside. This combination filters particles effectively

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and resists clogging. Non-genuine brands can be thin and finely meshed, making them prone to tearing and clogging, and will need replacement more often.

Sealing Capability A Toyota Genuine Oil Filter uses durable, heat-resistant, non-stick acrylic rubber gaskets. Non-genuine filter gaskets without these features can be prone to rapid deterioration and damaging leaks.

Valves A Toyota Genuine Oil Filter features two valves - a Bypass Valve which allows vital oil to still flow in the event of a clogged filter, and an anti drain-back valve which prevents oil draining out of the engine and into the oil pan. This valve helps protect your engine from increased wear during cold starts. Engine Oil Circulation DIESEL OIL FILTER The TOYOTA genuine diesel oil filter is specially designed to filter carbon as well as other elements. And Non Genuine diesel oil filter may cause black smoke at emission, fail to filter carbon, causing dirty oil, increased fuel consumption and engine wear. A Toyota Genuine Oil Filter is designed to perform efficiently for the total TBMe between recommended services. If you have your Toyota Service Center service your car, then the Oil Filter will always be replaced according to the servicing schedule.

TOYOTA GENIUIN FUEL FILTER Long life of your engine and smooth performance of your vehicle relies on the clean flow of fuel. It is the responsibility of the oil filter to capture any impurities from the gas station to your vehicle. Toyota Genuine Fuel Filters are designed specifically for each Toyota , to fit fuel lines precisely and therefore trap the tiniest of impurities. Unlike some non-genuine fuel filters, Toyota Genuine Fuel Filters are constructed of high quality resin plastic which is both airtight and highly heat resistant - an important feature when you're talking petrol in the hot environment of an engine bay!

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Smooth Engine Operations Fuel is the blood of your car engine; therefore it is very important that it is saved from all kind of diseases to make it work at 100%. It is the task of a fuel filter to trap any foreign matter and provide a clean flow of fuel for smooth performance and engine life. However there are very different qualities of fuel filters available. Toyota genuine fuel filters trap the thinnest particles through filtering process ensures clean fuel and smooth engine operations. The quality of a Fuel Filter can be best gauged by its ability to trap even the tiniest impurities. Toyota Genuine Fuel Filters are engineered to catch particles as small as ten microns, yet still maintain a smooth flow of fuel. Lesser quality filters use poorly constructed filter papers which allow larger impurities to clog and corrode the engine, causing engine malfunction.

Lubricants

Toyota Motor Oil best fits the Toyota vehicles, as it is specially designed for the Toyota vehicles and it gives an added advantage to the vehicle.

SUBJECT

VALIDITY 6 MONTHS

CONDITION OR REGULARLY MAINTAINED

ENGINE OVERHAUL

10,000K.M

BY TBM AT EVERY 5,000 K.M

WHICH EVER OCCURS (DISEL ENGINE OIL CHANGE AT FIRST 2500) PAINT FADE OUT OR CRACKS ONLY WARRANTY ACCEPTED FOR PARTS

PAINT JOBS

12 MONTHS

SPARE (GENUINE)

PARTS

MECHANICAL 06 MONTHS

EXCLUDING ELECTRICAL & GLASS OR PARTS PROVIDED RUBBER VEHICLE

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REGULARLY MAINTAINED AT TBM PLEASE GENERAL REPAIRS & MAINTENANCE VEHICLE AVAILABLE ONE WEEK DELIVERY COVERED BATTERY RESPECTIVE MANUFACTURER COVERED TYRES RESPECTIVE MANUFACTURER BY BY AS PER TERMS & CONDITIONS STATED BY MANUFACTURER OF THE AFTER SUBJECT EXAMINATION TO TBM MAKE THE

AS PER TERMS & CONDITIONS STATED BY MANUFACTURER

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My Learning Experience in Different Departments of Company

Tasks during internship in different departments

I did my internship for 8 weeks in Toyota Multan motors and served the organization well like the fully employed person. I was assigned my tasks in different departments in different weeks. Following are the departments where I was assigned 1. Leasing and finance department. 2. Sales and marketing department. 3. Corporate sales department. 4. Customer care department. 5. Delivery department. 6. IT department. Now I will discuss all the tasks performed in different departments and also my learnings accordingly.

Leasing and financing department Leasing and financing in simple words is actually getting the vehicle on borrowings for a specific period on installments and after complete pay back of vehicle price owner ship is transferred to you. Actually when you buy a car by leasing it is not actually in your honor ship but definitely is in your possession. When one pay back the money he became the complete owner of that product. Different banks and financial institutions have different criteria for leasing or financing the cars. Almost all the commercial and Islamic banks have the financing schemes. There is bit difference between the financing or leasing of the Islamic banks and commercial banks. In case of Islamic banks the installments starts as soon as the product is handed over to the customer and not before that while on the other hand in case of commercial banks the payments of installments have to be paid by customer even before getting the possession of the desired vehicle.

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Leasing and financing department is also under the sales department because this department is ulTBMately generating the sales. Different banks and financial institutions are providing their service policies to this department. I have learned about the different policies to purchase the Toyota vehicles on lease. The policies in general have same thing in common that as soon as the duration to repay the loan increases the %age of profit by the banks also increases. Procedure of dealings between banks and financing and leasing department Firstly a customer applies to the bank or financial institution for any sort of leasing and financing policy. Bank according to their criteria approves any policy and contact with any sort of authorized dealership to buy that specific vehicle for their customer. Banks normally ask the finance and leasing department to send them quotation of that specific vehicle which they wanted to buy. On that request the department forms the quotation and sends it to bank which then according to the criteria of the banks approved and sent back to dealership so that they can supply the desired vehicle to banks customer. The quotation normally contains all the major specifications of the product with its price. Visit to financial institutions I have visited few financial institutions in the market as well in order to observe the dealings between the financial institutions and the Toyota Multan motors. In all visits I have seen and observed the major role of interpersonal skills of the manager with other employees from banks. Following are the financial institutions which I have visited with the sales executive from the leasing and financing department. 1. Orix leasing Pakistan 2. MCB Pakistan 3. UBL Pakistan I have visited these departments to inquire about the quotations and the exchange of words regarding amendments of the leasing policies and the information about the different policies. The leasing and financing department actually someTBMes acts as agent of banks in order to gather more smooth sales and facilitates the customers. Following is the format of a quotation.

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Sample of Quotation

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Sales department I spend the end of second week with sales department. Sales department is like the heart of Toyota Multan motors which is generating sales and gathering lots of profit for Toyota Multan motors, Indus motor company and ulTBMately the main head Toyota Corporation which are the manufacturers. Different tasks are performed by the sales department which I also learned and few major tasks include 1. Sales administration. 2. Reduction of customer anxiety. 3. Customer care. Sales administration Sales administration is always the core task of any sales department. Sales department struggles a lot for each sale. They give their maximum strength. Basic things involved were the Good communication skills and good knowledge of the products. So firstly I acquired all the knowledge of the products out there in the showroom which includes sedan cars, SUVs sporty utility vehicles, Hi roof vehicles and the imported Vehicles like Camry. I was provided with the different comparison and specification sheets in order to have the knowledge of the products. Seniors out there also helped a lot to gain the maximum and the most concerned knowledge. I worked very diligently with them. They provide me the price list and let me know about all the procedure to buy the vehicles. Specification sheets and broachers were also provided to get the knowledge about the products. One of these specification sheets is given as follows.

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Sample

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Following are the products offered in Toyota Multan motors. 1. Local assembled products. 2. Imported products Local assembled products Completely knocked down products are actually locally assembled products. CKD cars /vehicles are assembled in the target country where all the parts of the vehicles are assembled and then sold to the end customers. Locally assembled products includes following products 1. Corolla 2. Cuore 3. Hilux

Learnings in Sales Department

I have seen learned and experienced following major things in sales department of Toyota Multan motors. Tackling Pressure from customers and management at the same TBMe. Tackling questions from customers regarding price increase. Reduction of customers anxiety Tackling pressure from customers and management at the same TBMe Sales force seems always crushed between their customers and the management at the head. Management demand higher volume of sales while on the other hand customers demand more and more values other than the vehicles free of costs. Customers usually are more attracted towards sales only if the sales force gives them promotional offers like the free mats on purchase of the vehicles and the concession in the freight charges of the vehicles. So management and sales force can make better promotional offers to hunt more and more sales.

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Tackling questions from customers regarding price increase Sales force can better satisfy their customers by having more stress on the more prices with relation to the quality of technology which Toyota is providing to their customers. Technical and safety issues in cars can be better elaborated and explained to gain more and more value from customers so that customers should not feel much difference in prices with respect to the value they are gaining in the form of vehicles.

Reduction of customer anxiety This is done with the knowledge of product and with good interpersonal skills. People usually feel unease with the product when they themselves dont have complete knowledge about the use of vehicles so sales department guides them that how to keep their use in smooth line and what to do if specific sort of problem occurs. Customers usually make telephone calls to inquire about their issues which on superficial level solved by the sales department and complicated sort of problems are handed over to the relevant departments or technical staff can also help regarding various technical issues. Better comparisons with the different alternatives or competitors of the product are given with the positive points of Toyota to let the customer feel good with it and should have no doubts left in their minds.

Corporate sales department

Corporate sale is very important and more profitable department or Toyota Multan motors than that of the individual sales department. In this department sales executives deals with the organizations and corporations for the sale and marketing of their products. Normally marketing executive of this department visit the market and market their new vehicles in the different potential companies. Before visiting the companys marketing managers usually give them calls to advertise and bloom the need of products. After that he usually visits them with the broachers of different products and gives all the required information. If the corporation seems interested in any product they will demand the quotation from the Toyota Multan motors of specific vehicle. Quotation is actually is complete offer of the product including the invoice price of product and all its basic features with it. One of the examples of quotation is as follows. If the company or

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the corporation is interested in the vehicle and they are willing to buy the product then they will dispatch purchase order for the product. Following are the requirements for the purchase of the products for the corporate customers. 1. Purchase order. 2. Sales tax of company. 3. National tax number. 4. Stamp of company on order form along with signature. This is the major difference between sales procedure in corporate and individual sales. Order forms are generated for the sale of all sorts of vehicles. In case of individual customers they only take their signature on the order form and the vehicle is issued on the name of that customer while on the other hand in case of the corporation the signature along with the stamp of the buying corporation is required in order to issue the vehicle on the name of that corporation. Another difference is the record of sales tax of the corporation which is not required for the individual customers. Individual customers only have to provide their national tax number. I have done many documentation and normal document punching tasks as well as a part of my learning.

Customer care department

The core function of customer care department in Toyota Multan motors is to facilitate their customers and listen to their grievances. Customer care department receives all the applications regarding the problems of their values customers. Most of the TBMes they direct their customers toward relevant departments. Toyota Multan motors have two ladies on the desk under the department named customer care while having one customer care manager to monitor all the functions. Customers get different types of information from the personnel of customer care department while they also handle all sorts of complaints issues. They guide their customers regarding general issues and if customer inquires about the specific issue with some department they direct him toward that department.

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Delivery department
Delivery department there is specialized only to deal with issues related to the delivery of the different vehicles of the customers. Delivery department look after and track the status of the vehicles which are dispatched and delivered from Indus motor company Karachi. Actually when a customer book a vehicle from the sales department of the Toyota Multan motors it is then delivered from Karachi and customers are always anxious that on what date they will have to receive their vehicle while the delivery department look after all the issues of that customers and track the vehicle and its TBMing that when it will be reached and when it is finally physically present their in Toyota Multan motors the delivery department inspect the whole vehicle for their customers. They spot and fix all the minor flaws in the vehicle and look after it. Whenever that waiting customers inquire about the status of the vehicle the delivery department let him know about the status of the vehicle. While when the customer finally came in to get his vehicle delivery department is always there to facilitate him and to compile all the documentation work of the customer.

IT department
IT department out there in Toyota is not a major department but is overseeing and linking all the others departments in line with the help of technology. They have specialized softwares installed for different departments e.g. software of sales from Indus for sales department. IT department just cope with the technical faults in computer hardwares or softwares and keep the operations in line. So I have been there in IT department for few days assisting the personnel in different functions and the casual tasks as well like fax etc.

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8. SWOT Analysis

SWOT

analysis

is

strategic

planning

method

used

to in

evaluate a project or

the in

Strengths, Weaknesses, Opportunities,

and Threats

involved

a business venture. It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favorable and unfavorable to achieve that objective. I will examine the complete business structure of Toyota Multan motors in specific and Toyota in general. Here is the complete SWOT analysis. Strength Toyota Corporation in general is multinational organization working in more than 170 countries worldwide which is one of its major strength to portray its strong organizational image. Toyota is having high financial strength and growth rate as well. Toyota is environmentally safe and having highly customized products which helps to create the strong brand image of the company. Toyota is investing high budgets on the research and development sector and is highly penetrating in key US, European and Chinese markets while is now one of the leading car manufacturing company of the world. On specific terms Toyota Multan motors is utilizing that strong brand image of Toyota Company and gaining more and more trust of its customers. Customers are savvier in this technologically advanced world and hence they have more confidence in Japanese technology and products of Toyota weather they are as a whole came from Japan or comes in parts and later assembled in Karachi. Toyota Multan motors having the key advantage of its location in Multan. Toyota Multan motor is situated in Aabpara which is a key business area regarding automobile industry due to its strategic location. They are capturing customers from Multan as well as from Rawalpindi and other areas. They have developed a long poll of loyal customers because they were the pioneer dealerships in Multan and on the other hand they are almost at the center if we observe Multan and Rawalpindi altogether on the map. They are holding their loyal customers from embassies, NGOs, organizations, army and government officials and obviously individual customers aswell.

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Weaknesses In general Toyota vehicles are manufactured in Japan and US so when exported to developed countries they are treated as foreign products while in developing countries this became their strength. Disasters like earthquake etc had great impact on their manufacturing due to their manufacturing in only one part of the world while on the other hand competitors had located their manufacturing plants strategically in different part of the world to gain more benefits. Hence competitors are affected less with the disasters. While on the other hand on specific note Toyota Multan motors is also facing the same problem. Honda or other competitors dont have more issues with their manufacturing or supply of vehicles while Toyota Multan motors face this problem and they also lose their potential customers due to these issues. Their other weakness is to give less importance to customers who are less interested to buy the products from them. They are not running behind their customers and are not catching them. They might use better and diligent marketing skills to capture those less potential customers as well. Opportunities Toyota in general in order to gain more value of customers have to made more and more fuel efficient cars and this can be achieved with the help of hybrid gas-electric vehicles. Similarly these vehicles should be environmentally more safer. On the specific terms Toyota Multan motors have to complete its competitors with better sales force and efficient marketing strategies. Sales force should be educated regarding the product line of Toyota and should be equipped with knowledge in order to convince and motivate more and more customers toward their own products and in order to create and portray more strong value of their products with respect to the prices that they charge. Threats Toyota in general has many threats. Some of them include saturation and increased competition, intense marketing campaigns increasing competitive pressures. Similarly shifts in exchange rates are affecting the cost of the vehicles as well as of the raw

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materials. Rise of fuel prices are also affecting the sale of the vehicles in different countries. Toyota Multan motors is having many more threats in general including the competitors having more unsafe and cheaper products to attract the customers and in turn Toyota is losing its sales rapidly and fuel prices are also devastating the market of Toyota Multan motors. People are more reluctant to buy because to higher fuel prices. Exchange rates and import duties and taxes are also major threats. Government is enforcing more taxes and in turn affecting the sale of the vehicles. Toyota is finding different ways to cut cost without cutting the quality of their products in order to gain more value from their customers.

9. PESTLE Analysis
Currently, Toyota faces a need for accelerated investment, in order to deploy the new technologies, for pressing geo-political, economic, environmental and societal reasons. Political As Pakistan is a developing nation the government is someTBMes democratic and someTBMes partially or completely non democratic and this situation also have impact on sales of Toyota motors in Pakistan. During the period of chaos in country as now a days in Karachi pressure is always exerted on the company due to the miserable political conditions. In Pakistan the distribution of Toyota motors is done through the Indus motor company in Karachi and cars are also assembled there so in case of political disturbance or chaos obviously there will be the slow growth. As manufactured vehicles cant be distributed smoothly throughout the country so it will cause many problems for the company and its sales. Hence political stability is must required so that company can acquire the smooth and continuous growth throughout the years. Economic For much of the developed world, and increasingly for the developing world, Toyota Company is a pillar company in auto mobile business, a flag of economic progress. Without Toyota Company in automotive industry, it is impossible to develop an efficient

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steel business, a plastic industry or a glass sector other central foundations of economic progress. The Toyota Company has been a core company, a unique economic phenomenon, which has dominated the world. Toyota in Pakistan is particularly facing lot more barriers economically. Government use to impose taxes and duties on the luxuries and thats why Toyota having the luxurious products is always under the axe and now a days due to higher rate of inflation and increased vehicle prices Toyota is facing real problem in term of sales of its vehicles in Pakistan. Its hard for the sales force of Toyota motors to justify the increased prices due to taxes in front of their customers so they often launch hard marketing efforts and schemes to increase or retain their market share. Social As part of the development in automotive industry, the Toyota Company actually affects the society as a whole. It employs millions of people directly, tens of millions indirectly. Its products have transformed society, bringing undreamed-of levels of mobility, changing the ways people live and work. The social value of the additional mobility that this industry brings involves the value of the people being able to commute over longer distances easily, among many others. For most of its existence the Toyota Company has been a model of social discipline and control and it is not just that the auto sector offers a pillar of something else. There are, on the other hand, particular social issues to address in many developing countries, often those that are the result of an undertone of religious faith. Toyota company has the role to play in helping develop the mobility of such countries and it can be achieved at an acceptable social cost of the country is prepared to learn the necessary lessons from those who have traveled this route before it, and to make the necessary investments. Technological The Toyota Company works on a scale so awesome and has an influence so vast that it is often difficult to see. The level and diversity of technologies that it must deploy are increasing, which imposes both new investment burdens and new uncertainties and risks. Roughly a million new cars and trucks are built around the world each week they are easily the most complex products of their kind to be mass-produced in such volumes. The industry uses manufacturing technology that is the cutting edge of science. But still, the potential for developing coordination skills, intellectual capabilities and emotional

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sensitivities through electronic technologies remain far from fully exploited. There are numerous additional near-term technological opportunities to adapt the company to changing energy availability. The possibilities suggest that automotive technology is unexpectedly robust and provides a powerful defense against energy starvation even if the real price of oil climbs steadily during the next couple of decades. Hybrid cars are also sold in developed countries to cope with environmental issues as well as the crises of the fuel now a day. Soon these hybrid cars will also be introduced in developing countries like Pakistan. Legal Toyota Company is subject to numerous technical directives and regulations, as well as legislation of a more legal nature. The legislation covers areas such as competition law, intellectual property law, consumer protection and taxation, and emissions (air quality and fuels). When the auto parts industry reached full development, accelerated technological efforts were made to create a web of local suppliers that would make it possible to meet the growing legal requirements for the national integration of production. In developed countries when rules and regulations are strictly followed can have the harsh impact on Toyota and they will have to follow them but in developing countries like Pakistan Toyota try themselves to follow the rules and legal requirements so that they could not be trapped in any controversies plus they can gain the satisfaction and loyalty of their customers. Environmental Other than the vehicles themselves, and the roads and fuel needed to run them; the business is intricately tied to the manufacture of a wide range of components and the extraction of precious raw materials. Indirectly, it brings people road congestion, too many fatalities and a wave of other environmental troubles. The effect to the Toyota Company is that they needed to establish R&D centers to take advantage of research infrastructure and human capital, so that they can develop vehicle products locally to satisfy the requirements of the environmental and safety regulations more effectively. While in perspective of Pakistan Toyota should seriously think about the launch of economically feasible hybrid vehicles which are less harmful for the environment. Government should also support Toyota and policies should be formulated in such way

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that Toyota should launch such products which are less dangerous for the environment and also they will be fuel efficient.

10.Recommendations for Toyota Motors Multan

Following are few recommendations for Toyota Multan motors where I have spent my TBMe during internship and learned a lot. 1. Toyota Multan motors should have separate sales person or sales personnel for the people who just walk in the showroom in order to make them loyal and potential customers in future. 2. Pays for the sales staff should be increased on the basis of sales as well as on regular intervals so that employees have some hope and motivation to work efficiently for the organization. 3. Sales force should emphasize more on individual customers as well in order to increase sales as the sales force is more involved in the sale of products to organizations, NGOs and companies. 4. Problems and conflicts due to late delivery of vehicles should be solved in order to satisfy the customers.

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11.If I was the Manager in Toyota Motor Multan!

While working as internee there at Toyota Multan Motor, I saw some good and bad things happening there in the TBM. Some of which are quite easily avoidable with some proper guidance. Some of these are in the following: Mostly workload increase on the employees. They often remain in office till 97P.M. To decrease this load appropriate number of employees should be there in the account department. There I felt a need of having a schedule for the internees or the rotation TBMe period be reduced in those department, which have less work for internees. Because during the internship the internees come here to learn and know about the working of the organization. They should try to tell as much to the internees as possible. So that they can learn how they have to work in an organization when they get the job. Even if they get job in any other organization they know how working in the organization goes on. If I was the manager there, I will be hiring the high qualified person according to the designation. According to the performance of each employees, I will be gave the bonuses, incentive to the employees after every six months. In case of promotion (for high level rank), I will be prefer the senior employee. If I was the manager there, I will be arranged the two or three seats for the internee students and specified some stipend for them.

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12.Conclusion

Concluding the whole internship in Toyota Multan motors I have observed that sale of products is obviously directly related with how well you market your products and the skills. These skills come inside person only by one simple principle which is learning by doing. One has to act in appropriate way in order to learn new and new skills and to keep the mind accelerated and motivated for the increased sale of the vehicles. The main function of Toyota Multan motors was to sale the vehicles but they were also deriving the other needs for different other spare part and products. So they are exploiting their opportunity which is to be learned.

13.Branch Address
Sales Manager Contact: Address: Waje-ur-Rehman 0300-8680087 Karachi Morr Multan Bypas Bahawapur

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14.Reference

I have made this report with the help of my educational comprehension, my learnings during internship and the data from following web sites.

http://toyotabwp.com/contact.html http://toyotabwp.com/sale.html http://toyotabwp.com/lps.html http://toyotabwp.com/services.html http://toyotabwp.com/parts.html