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Components that make up marketing audit are the alignment of marketing strategies to tactics, the marketing process, marketing

measurement, and marketing organization. This helps an organization to understand their goals and improve on them accordingly. 10 of 25 key dimensions a marketing audit should assess: 1. Key factors that impacted the business for good or for bad during the past year. Including an evaluation of marketing surprisesthe unanticipated competitive actions or changes in the marketing climate that affected the performance of the marketing programs. 2. The extent to which each decision in the marketing plane.g. targeting, positioning, pricing, advertising, etc.was made after evaluating many alternatives in terms of profit-related criteria. 3. Marketing knowledge, attitudes, and satisfaction of all executives involved in the marketing function. 4. The extent to which the marketing program was marketed internally and bought into by top management and non-marketing executives. 5. Customer, distributor, vendor, and intermediary satisfaction based on research among key target groups. 6. The performance of advertising, promotion, the sales force, and marketing research programs in terms of ROI. 7. The performance of non-traditional programs, particularly digital offerings, in terms of ROI. 8. Whether the marketing plan achieved its stated financial and non-financial goals and objectives. 9. Which aspects of the plan that failed to meet objectives with specific recommendations for improving next years performance. 10. The current value of brand and customer equity for each brand in the product portfolio.

Toyota Marketing Audit Department of Marketing Management COLLEGE OF ARTS AND SCIENCES San Beda College Mendiola, Manila Marketing Audit Report: Toyota Motor Philippines Presented to The Faculty of College of Arts and Sciences San Beda College For the Requirements in Practicum Part 2: On Job Training Part 2 Bachelor of Science in Business Administration Major in Marketing Management September 17, 2013 Table of Contents Marketing Audit Report: Toyota Motor Philippines 1 San Beda College 1 Executive Summary 4 Introduction of the Organization 6 Situational Analysis 8 Market Share 9 Cash Flow Statement 10

Product Life Cycle 11 Market Summary 12 Demographic 12 Psychographic 12 Geographic 13 SWOT analysis Matrix 15 Marketing Strategy 16 Company Mission 16 Overall Marketing Objectives 16 Positioning 16 Marketing Mix 17 Product 17 Vehicles 17 Price 20 Promotion 21 Place 22 People 23 Process 24 Physical Evidence 24 Competition 26 Product Offering 28 Fuel Efficiency 28

Product Offering 28 SEDANS & HATCHBACK 28 CROSSOVER & SUVs 30 MPVs 32 VANS & PICK-UP 34 HYBRID CARS 36 Reliable 38 Toyota Care Program 39 Keys to success and critical issues 40 CRITICAL ISSUES 41 Conclusion and Recommendation 42 Recommendation 42 Bibliography 44 Executive Summary The Toyota story begins in the late 19th century, when Sakichi Toyoda invented Japans first power loom, which was to revolutionise the countrys textile industry. In January 1918, Sakichi founded the Toyoda Spinning and Weaving Company, and with the help of his son, Kiichiro Toyoda, he fulfilled his lifelong dream of building an automatic loom in 1924. Two years later, he established Toyoda Automatic Loom Works. Like his father, Kiichiro was an innovator, and during his visits to Europe and the U.S. in the 1920s he became deeply interested in the nascent automotive industry. Making the most of the 100,000 that Sakichi Toyoda received for selling the patent rights of his automatic loom, Kiichiro laid the foundations of Toyota Motor Corporation (TMC), which was established in 1937. From looms to cars, the Toyota experience has been a constant story of extending the frontiers of manufacturing.1

Toyota has been known for its quality over these many years. It is easy to point out which brand Toyota is because of its well-known quality and the logo itself marked in every Toyota vehicle in which is present and has the majority of cars in the market and in streets. The positioning of this brand will be simple because it already captured a large market share. Toyotas way of positioning their brand is their quality service and product. That simple strategy keeps them at the top of the competition. Their primary target market is people within the age of 16-80 old. It is the target market of Toyota because of the demands these age represents. They make sporty look on their new vehicles, environment and engine friendly cars and vehicle for a family. This wide target market made their marketing strategies more simple. The competition on this industry is very stiff. The rivalry among competing firms is very high due to demands and number of competitive brands. Every brand has the ability in taking over the market. The industry of automotive industry increases its sales rate by 10% compared to last year. This growth in production is caused by the market demand while the arrival of new, exciting models will further spur sales. Vehicle sales in the Philippines in April were 14,888 units, up 21.0% year-on-year (y-o-y). Sales in the first four months of 2013 were 56,590 units, up 26.0% y-o-y. With sales continuing their double-digit expansion, market demand remains inordinately strong. Toyota is a follower and also the leader of the industry. Toyota is also a follower in technologies in which some other brands introduced another technology for innovation in vehicles to present continuous improvement. On some point, Toyota leads all brands in quality. They have are known for their quality vehicles in which other brands benchmarked their products in parallel of Toyota. The problem, from what I observed in Toyota, is their customer service. The brand in the Philippines has a 48% retention rate, which is they considered low. Toyota ranks second behind Honda who has a 52% retention rate. This data of customer retention rates is discussed in the seminar attended by one of the researchers. As observed, Toyota has a poor customer service. As a result, they indicated it as the reason for low customer retention rate. Poor handling of vehicles, not fixing the true problem, taking a long time in servicing and no updates about the units is the concerns raised by the customers. We have come up with the plan that will help and point out the possible solutions to improve the companys customer service that is said causing low retention rate.

1 http://en.wikipedia.org/wiki/Toyota 2http://www.marketresearch.com/Business-Monitor-International-v304/Philippines-Autos-Q37664067/ Introduction of the Organization TOYOTA MOTOR PHILIPPINES CORPORATION (TMP) is an automotive manufacturing company incorporated on August 3, 1988. TMP is a joint venture of GT Capital Holdings, Inc., Toyota Motor Corporation and Mitsui & Co. Ltd. In 1995, the Toyota Santa Rosa (Laguna) Industrial complex was declared as a Special Economic Zone. The 82-hectare Toyota Special Economic Zone (TSEZ) is home to Toyotas manufacturing plant and head office and houses a number of investors performing strategic roles in the manufacture and export of automotive products to ASEAN, Japan and other parts of the world. TMP is the biggest automotive company and the market leader in the country, with the widest vehicle line-up of 18 models and a sales distribution and service network composed of 36 outlets nationwide as of July 2013. In term of sales, TMP has achieved the much-coveted Triple Crown award from 2002-2012, being No. 1 in Passenger Car Sales, No. 1 in Commercial Vehicle Sales and No. 1 in Total Sales. The best-selling Vios and Innova are proudly made in Santa Rosa City, Laguna. 2 Toyota is primarily engaged in the design, manufacture, and sale of sedans, minivans, compact cars, sport-utility vehicles, trucks and related parts and accessories throughout the world. In addition, Toyota provides financing, vehicle and equipment leasing and certain other financial services primarily to its dealers and their customers to support the sales of vehicles and other products manufactured by Toyota. Toyota is a representative of a hierarchical organization. Toyota follows the matrix organizational structure. The Toyota organization structure is designed to support teamwork. Toyota divided the jobs and responsibilities according to the functions, divisions, departments, groups, etc. Leaders play a key role in the success of the company. The company has a few layers of span of control of leader at the bottom of the organization. Team leaders and group leaders support operations, promote the system and lead change. The group leaders play a crucial role in the development of the Toyota structure.

Toyota is can be easily pointed out within a series of cars. The vehicles of Toyota is, from what it is right now and what we all observed, simple yet elegant in our eyes. They are boasting their quality vehicles and engines that is higher than any brand. The competitive advantage of Toyota is very noticeable. They garnered being number one in Passenger Car Sales, number one in Commercial Vehicle Sales and number one in Total Sales. Those awards they boast are the reason behind their high morale that motivates them to build high quality in their products. 2 http://toyota.com.ph/experience-intro.php Situational Analysis As of end-May this year, Toyota Motor Philippines continues to lead the market with a 40percent share, followed by Mitsubishi Motors Philippines Corp., which garnered a 24 percent market share.3 The huge gap between the market share of the other competitors is an indicator how Filipinos patronize the product of Toyota. Though, we got a huge gap, we cannot sit back and relax because the ability of other competitors is threatening. Their marketing strategies are well known. Mistubishi and Isuzu have the ability to take over the market because they have a larger target market. It because they also sell trucks in which now an in demand due to a large number of construction and development program of other companies that needs that large unit. Toyota is in pleasure of being the top automotive industry in our country. They have done incredible job in producing quality vehicles. They are currently the leading brand of automotive vehicles in our country. Many feedbacks regarding poor handling of customer service is raised by many customers. This problem may result to a poor customer retention and satisfaction. Toyota has a customer retention rate of 48% which is second to Honda. This 2013, they released new versions of their vehicles, making it look classy, sporty, elegant and simple. This strategy is made to continuously provide customers and potential customers quality and innovative vehicles. The cash flow of Toyota got a better sales on 2012 than 2011. They also got more investments like buying the Subaru and Lexus brands. These investments of Toyota can lead to larger target market. From Toyota who can reach out class C-A, stretching its reach to class A and expected to get larger cut on this market because Lexus is a luxury brand of vehicle.

Market Share The market share shows how dominant Toyota is in the industry. It shows the huge gap between players in the market that makes Toyota the number one and leading car brand in our country. Also, the number of sold units by Toyota increased from 29,231 to 34,713. Cash Flow Statement 4 3 http://www.gmanetwork.com/news/story/321688/news/nation/car-sales-up-by-8-2-in-julycampi 4 http://www.toyotafinancial.ph/uploads/51065ec92e803_TFSPH_AFS_March2012.pdf Product Life Cycle The brand Toyota is in the growth stage of the product life cycle. They spend a lot on promoting their products to catch the awareness of the audience. They also spend a lot on improving their products. Their cost on promotion and product improvement are very high but their sales are also increasing at a very fast rate. According to Michinobu Sugata, President of the Toyota Motor Philippines, TMP experienced positive sales across the board, seeing continued strength with our locally manufactured Vios leading the charge. Also, TMP experience a 33% increase in sales and during their first four months of the year, they experience 41.3% share of the market. 5 http://www.slideshare.net/RbkAsr/philip-kotler-principles-of-marketing 6 http://www.autoindustriya.com/auto-industry-news/vios-continues-to-lead-toyota-philippinessales-for-april.html#ixzz2dvctAiNr Market Summary Demographic Toyotas demographic segmentation falls under these factors: * Age: 16-80 yrs old these wide range of target market in age signifies that Toyota has different kinds of cars suited for these ages like Toyota Vios and Toyota Prius for teenagers,

Toyota Fortuner, Innova and Avanza for working adults, and Toyota Land Cruiser and Prado for retiring age. * Sex: Male and Female they also have female on their list. They have a female-friendlylooking cars on their lists like Innova, Vios, Prius, Yaris and Avanza. Unlike Hyundai and Honda, they evolved into a sporty-like look of their new vehicles which is a harder pick for women * Family size they are also selling vehicles according to the size of a family. Small cars like Vios, Prius and Yaris for single customer or a family that contains 3-5 members of a family. Fortuner, Avanza, Innova and Land Cruiser for a family that has a member of 3-7 in it. * Occupation depending on the occupation, Toyota offers an income-friendly units for small time employees and the brand also offers cars for customers who has a high income * Location Toyota put good locations open for business. They have the most numbers of dealerships nationwide with 37. These locations have a high number of demands. * Race Mainly, Toyota is open for any race. They have customers who are foreigners and locals. Still, they focus on what the demand wants. Psychographic * Occasions: Festive seasons like Christmas and New Year because of low interest financing and discount people go in for purchase of cars. This signals for more growth. * Attitude: Person desiring an executive look, would surely settle for Camry, whereas people desiring for sturdy yet sporty look would rather go for Fortuner as it redefines the way you move with art of power. * Usage the Toyota vehicles are also friendly for users who are light to heavy users. It is because of the quality their cars provide and its specially made engines exclusively for Toyota that is good for heavy users. Geographic Toyotas dealerships or authorized dealers are located in areas where high demand occurs. They have at least 16 dealers in Metro Manila: Toyota Abad Santos Toyota Alabang

Toyota Balintawak Toyota Bicutan Toyota Commonwealth Toyota Cubao Toyota Global City Toyota Makati Toyota Manila Bay Toyota Marikina Toyota North Edsa Toyota Otis Toyota Pasig Toyota Pasong Tamo Toyota Quezon Avenue Toyota Shaw 10 in Luzon Provinces: Toyota Baguio City Toyota Batangas City Toyota Cabanatuan City Toyota Calamba, Laguna Toyota Dagupan City Toyota Dasmarias-Cavite Toyota La Union Toyota Marilao, Bulacan Toyota San Fernando Toyota San Pablo, Laguna 6 in Visayas provinces Toyota Cebu City Toyota Bacolod City Toyota Mandaue-North Toyota Iloilo Toyota Mandaue-South Toyota Tacloban 3 in Mindanao Provinces Toyota Cagayan De Oro Toyota Davao City Toyota General Santos 7 These dealerships represent how active people are in buying cars. They located these authorized dealerships in areas in high demand and high potential of customers.

The products of Toyota can easily be differentiated in the market. Even if we remove the logo of it, the look of the cars can be differentiated against other competing brands. In exterior part of the vehicle, the car can be easily differentiated because of its simple look just like what a Toyota car is. Unlike other brands, a sporty and keener look is what they produced and remodeled their units to attract market more. Toyotas exterior look produces a simple yet elegant look in eyes of the customers. In interior, Toyota is known for its quality in its parts and in engine. It is differentiated when we look at the engine. Every engine is different with other brand. Toyota has a wide range of target market and that is the reason why they are the leading brand of automotive industry in our country. Their products are in high quality yet affordable, making an easier catch for a target market. 7 http://toyota.com.ph/dealers.php SWOT analysis Matrix | Strengths * Increased overall sales year by year * Good brand reputation * Award recognitions (best SUVs, overall sales nationwide, etc.) * More branches than other brands (36) * Large cut in market share * Wide range of target market | Weaknesses * Dealer cooperation * Lack of manpower * Imbalanced unit/vehicle allocation * Taking a long time to act to a concern resulting to poor customer satisfaction * Low customer retention rate | Opportunities * Improved customer income has made it convenient for the company to get deep in the market * Good location of retailing and service businesses nationwide. * High buying habits of Filipinos in purchasing a car. It now becomes a need than want | Strength/Opportunities Solutions * Train agents to persuade target markets in areas that has weak competitors (S2,O2) * Excellent intangible goods in dealerships will persuade more the potential customers easily. (S4, O1) * Making the customer at ease, comfortable and proud in choosing Toyota. (S2, O3) | Weaknesses/Opportunities Solutions * Record dealers that has high rate sales to allocate units properly (W3, O3) * Hire more agents to accommodate customers (W2, O3) * Improve customer service and after-sales service in every dealerships to improve customer satisfaction and retention rate (W4,5,O2) | Threats * Increase in actual spending of Filipinos * High inflation rate * Other competitors have improved sharply on their exterior design than Toyota. * High tariffs in our country. Toyota imports units like Fortuner, Hilux, Camry, etc. * Traffic congestion in Metro Manila will make potential customers think twice in buying a car | Strength/Threats Solutions * Make promos that would make the customer see the unit more affordable (S2,T1) * Redesign vehicles that can compete on par with the other competitors because Filipinos nowadays looked into design and

quality (S6,T3) * Allocate enough money to spend for continuous increase in tariffs (S1,T4) | Weakness/Threats Solutions * The dealer needs to immediately report any request sales to the main office to deliver it in time (W1,3, T4) * Hire more marketing executives and professionals on discussing to the potential customers the quality of the product and give special promos for the unit to be affordable (W2, T1) | Marketing Strategy Company Mission * To dominate our markets through dynamic selling and timely delivery of attractive products, with excellent customer service and continuous product improvement. * To produce vehicles and components of outstanding quality, using advance technology, continuously improving methods and environment-friendly processes while maintaining safe working conditions. * To sustain Company profitability, stability, productivility and growth by engaging in effective financial and resource management for the collective gain of the Toyota Family and the society we serve. * To sustain Team Member's morale and productivity by developing their full potential and total well-being, and by establishing mutual trust, mutual responsibility, and harmony through open communication. 8 Overall Marketing Objectives The overall marketing objective that we will be putting is to increase customer retention rate. According to what i have attended in a seminar within the organization, Toyota is second only in customer retention behind Honda. Our marketing objective is to increase customer retention rate by giving customer not only quality vehicles, but also service. The current problem the company encountered is the poor customer service being raised by the customers. Some due to not fixing the main problem of their vehicle, Positioning This objectives will provide customers customer satisfaction by improving customer service while maintaining the high quality of their vehicles. We will position the product to locations where a high and potential demand is growing. We all know that Toyota is already positioned itself as an outstanding brand in giving quality vehicles. It gives affordable cars that exceeds the

expectation of the cusatomers. We just need to put the brand in other key locations in our country to maintain high rate in sales. The brand also needs to be remembered not only by their quality vehicles but also to their service. It is a continuous committment to the customers after the sales have been done. Also, we believe in the power of Word of Mouth strategy. This strategy can influence other potential customers and can change their buying habits. This will cause a shift in demand in favor or Toyota. Marketing Mix Product The Toyota as a brand has a lot of potential in its products. Innovations in every aspect of technology and engine is what they prioritizes in giving quality goods to the customers. Hybrid cars, sports cars and other vehicle that is innovative in our generation today. The positioning of these products can be done in such a way that their dealerships can stand with other dealerships of other leading competing brands like Mitsubishi, Hyundai and Honda. It can still dominate these brands because of the quality Toyota is known and rendered. Toyota also offers products like accessories and parts. Accessories gives more details in our vehicles that may look more suitable in every taste of the customers. Also, the parts that is available in every dealership is used for any replacements bought by the customers or parts that is in defect and can be replaced by the warranty. Vehicles 86 Alphard AltisAvanza CamryCoaster FortunerHiace HiluxInnova Land CruiserPrado PreviaPrius Rav4Vios

Yaris Price Toyota gives affordable prices than other brands. They got products that have prices that suits well to the pocket of their target market. Vehicles that have a high price like Land Cruiser, Prado and 86 are luxury cars that gives extra mileage of happiness to the customers. The prices of these cars depends on how they can give the customers. But, all in all any given prices of these products can give you a quality ride a customer wants. 9 Promotion Toyota gives a lot of promotion depending on the season and the number of demands. Demand rises when Christmas season opens. Left and right promotions can be given to customers who want to purchase the product. Low-rate promos, all-in promos and lite promos are one of the promotions Toyota give. Place Toyota vehicles is distributed in many branches/dealerships nationwide. They have at least 15 branches in Metro Manila and 37 branches all in all. They chose good locations of their business where good to high demands are expected in key areas. This will help them boost brand awareness and easily reaching out to the customers. They have at least 16 dealers in Metro Manila: Toyota Abad Santos Toyota Alabang Toyota Balintawak Toyota Bicutan Toyota Commonwealth Toyota Cubao Toyota Global City Toyota Makati Toyota Manila Bay Toyota Marikina Toyota North Edsa Toyota Otis Toyota Pasig Toyota Pasong Tamo

Toyota Quezon Avenue Toyota Shaw 10 in Luzon Provinces: Toyota Baguio City Toyota Batangas City Toyota Cabanatuan City Toyota Calamba, Laguna Toyota Dagupan City Toyota Dasmarias-Cavite Toyota La Union Toyota Marilao, Bulacan Toyota San Fernando Toyota San Pablo, Laguna 6 in Visayas provinces Toyota Cebu City Toyota Bacolod City Toyota Mandaue-North Toyota Iloilo Toyota Mandaue-South Toyota Tacloban 3 in Mindanao Provinces Toyota Cagayan De Oro Toyota Davao City Toyota General Santos People Toyota workers are employees graduated at least a 4-year course in college behind a credible school. But, we will focus more on their service crews because it is the main problem we pointed out. Engineers and other mechanics are the one responsible in doing the service from studying the main problem, fixing the unit and discussing the problem to the customer. The customer relations department is the intermediary between the two transactions. They act as the one jotting down the processes of the service, sending and discussing it to the head office and relaying informations between the two. Process For minor concerns customer

dealerships Service Dept. in the dealership Customer relations dept. in the dealership Customer relations dept. in the dealership For major concerns customer dealerships Service Dept. in the dealership Customer relations dept. in the dealership Customer relations dept. in the dealership Customer relations dept. in the dealership Customer relations dept. in head office Physical Evidence In servicing the unit, the dealership provides comfortable way in handling customers. It is present in every dealership the presence of welcoming the customer from entering the facility all the way down in exiting it. The whole facility is air-conditioned. Sales, customer relations, HR and other departments are present in the dealer with a comfortable surroundings around for them to work efficiently, effectively, dedicated and motivated. In the lobby, a comfortable ambiance awaits with a soft sofa ready to accomodate 15 customers with a cabled television. An instant portable coffee maker is at the lobby for customers who are in wait and idle on waiting in determining the main problem of the unit. The showroom is where the actual cars are presented ready for purchase is available. They will see in full body the car they wanted. In servicing department, a lot area that is huge is enough to accomodate at least 20 cars to be serviced. It is a well-maintained servicing area where different serivices are being rendered by the dealership.

8 http://www.tai.com.ph/price.html 9 http://toyota.com.ph/experience-intro.php Competition The competition of automotive industry is very stiff. The capabilities of other brands are high enough to overtake Toyota. Though Toyota is on the top of the standings in their industry, it is still not safe to just relax. The two best competitors of Toyota are Hyundai and Mitsubishi. Choosing these two competitors is not easy. We have several key competitors in our market that has the right pieces in taking over the market and can be in parallel to Toyota. Hyundai is at their peak. Their rise in their market suddenly boomed. They rose in the market due to their new remodeled vehicles like Accent, Santafe, Tucson and others. They remodeled it in a way that it will look unique and classy. The keener look in their vehicles caught the attention of customers. Mitsubishi is always a threat for Toyota. They are in rival in these part years. Mitsubishi rivaled Toyota when it comes to quality. Mitsubishi garnered a 24 percent of market share, only second to Toyota by a large margin. Toyota is crowned as number one in overall sales in 11 consecutive years. This is an indication that they are doing the right thing in maintaining the quality vehicles they are selling leaving a customer satisfaction in hand. Toyota is doing the right thing in competing with other company. They take affordable promotions, quality vehicles, more good retailing locations and reputable employees. Toyota will not be on the top of the industry of they are not playing all the pieces and in right places. They concern more in customers preferences in choosing a vehicle that is why they have a good forecasting and anticipation on their target market. Though, some people say, the look in their car looks simple but old. They changed that this year with their keener and sporty look that will take away that weakness they have. Mitsubishi and especially Hyundai have that classy look that every customer wants. Their vehicle look is in top class. This scenario pushed Toyota to parallel themselves to other competitors to continuously not lose momentum and still attract customers. Key factors that customers consider | Toyota | Mitsubishi | Hyundai |

1. Quality | | | | 2. Depreciation | | | | 3. Affordable | | | | 4. Reliability | | | | 5. Family size | | | | 6. Fuel Efficiency | | | | 7. Safety | | | | 8. Look | | | | 9. Brand Name | | | | 10. Environmental Friendly | | | | Product Offering Fuel Efficiency If you are looking to save money with gas prices the way they are, Toyota is the number one choice for you! From the popular Prius to the Camry Hybrid, Toyota is the #1 selling brand of hybrid vehicles in America. If you were thinking Hybrid, this is probably the first car company that comes to mind and for good reason! Product Offering SEDANS & HATCHBACK Camry Overall(LxWxH) | 4,825 x 1,825 x 1,470 | Wheelbase | 2775 | Engine Type | 4-Cylinder In-Line, 16 Valve, DOHC, Dual VVT-i | | Engine Displacement | 2,494 | |

Maximum Output | 178HP/6,200rpm | | Maximum Torque | 231Nm/4,100rpm | | Transmission | 6-Speed Automatic with Super ECT | | Corolla Altis Overall(LxWxH) | 4,540 x 1,760 x 1,465 | Wheelbase | 2,600 | Engine Type | Dual VVT-i, 4-Cylinder In-Line DOHC, 16 Valve | Engine Displacement | 1,598 | Maximum Output | 122 ps / 6,000 | Maximum Torque | 154 Nm / 5,200 | Transmission | 6-Speed Manual | Vios Overall(LxWxH) | 4,410 x 1,700 x 1,475 | Wheelbase | 2550 | Engine Type | VVT-I, 4-cynlinder in-line DOHC 16V EFI | | Engine Displacement | 1,299 | | Maximum Output | 85HP/6,000rpm | | Maximum Torque | 122Nm/4,400rpm | | Transmission | 5-Speed manualYaris | | Overall(LxWxH) | 3800 x 1695 x 1520 | Wheelbase | 2,460 | Engine Type | VVT-i, 4-Cylinder In-Line DOHC 16V EFI | |

Engine Displacement | 1,497 | | Maximum Output | 107HP/6,000rpm | | Maximum Torque | 141Nm/4,200rpm | | Transmission | 4-Speed AT | | CROSSOVER & SUVs Land Cruiser 200 Overall(LxWxH) | 4950 x 1970 x 1905 | Wheelbase | 2,850 | Engine Type | V8 D-4D Twin Turbo-Intercooler Diesel | | Engine Displacement | 4,461 | | Maximum Output | 232/3,200 | | Maximum Torque | 615/1,800~2,200 | | Transmission | 6-Speed Automatic with Sequential Shift | | Prado Overall(LxWxH) | 4,760 x 1,885 x 1,890 | Wheelbase | 2,790 | Engine Type | 6-Cylinder V-Type 24 Valve DOHC with VVT-i | | Engine Displacement | 3,956 | | Maximum Output | 275/5,600 | | Maximum Torque | 381/4,400 | | Transmission | 5-Speed Automatic Gate-Type Shift Lever | | RAV4

Overall(LxWxH) | 4570 x 1845 x 1660 | Wheelbase | 2,660 | Engine Type | Dual VVT-i, 4-Cylinder In-Line DOHC, 16V-Valve DOHC | Engine Displacement | 2,494 | Maximum Output | 179/6,000 | Maximum Torque | 233/4,100 | Transmission | 6-Speed Automatic-Sequential with Super ECT | Fortuner Overall(LxWxH) | 4705 x 1840 x 1850 | Wheelbase | 2,750 | Engine Type | Direct Injection, 4-Cylinder In-Line, DOHC 16 Valve, Variable Nozzle Turbo (VNT) with Intercooler | | Engine Displacement | 2,492 | | Maximum Output | 144/3,400 | | Maximum Torque | 343/1,600 ~ 2,800 | | Transmission | Gate-Type, 4-Speed Automatic with ECT | | MPVs Innova Overall(LxWxH) | 4585 x 1760 x 1760 | Wheelbase | 2,750 | Engine Type | 2.5 Liter Diesel, 4-Cylinder, In-line 16V, Double Overhead Camshaft (Turbo Charged) | Engine Displacement | 2,494 |

Maximum Output | 102/3,600 | Maximum Torque | 260/1,600-2,400 | Transmission | 4-Speed A/T Gate type w/ ECT | Innova 25th Anniversary Edition Overall(LxWxH) | 4585 x 1760 x 1760 | Wheelbase | 2,750 | Engine Type | 2.5 Liter Diesel, 4-Cylinder, In-line 16V, Double Overhead Camshaft (Turbo Charged) | Engine Displacement | 2,494 | Maximum Output | 102/3,600 | Maximum Torque | 260/1,600-2,400 | Transmission | 4-Speed A/T Gate type w/ ECT | Avanza Overall(LxWxH) | 4,140 x 1,660 x 1,695 | Wheelbase | 2,655 | Engine Type | VVT-I, 4-cynlinder in-line DOHC 16V EFI | | Engine Displacement | 1,298 | | Maximum Output | 102HP/6,000rpm | | Maximum Torque | 136Nm/4,400rpm | | Transmission | Manual | | VANS & PICK-UP Alphard Overall(LxWxH) | 4,870 x 1,830 x 1,905 |

Wheelbase | 2,950 | Engine Type | 3.5L Gas, 24 Valve, DOHC with VVT-i | | Engine Displacement | 3,456 | | Maximum Output | 275HP/6,200rpm | | Maximum Torque | 340Nm/4,700rpm | | Transmission | 6-Speed Automatic (Gate-Type, Dash Mounted) | | Previa Overall(LxWxH) | 4795 x 1800 x 1730 | Wheelbase | 2,950 | Engine Type | VVT-i, 4-Cylinder, In-Line DOHC, 16V | Engine Displacement | 2,362 | Maximum Output | 170/6,600 | Maximum Torque | 224/4000 | Transmission | 4-Speed Automatic with ECT | Hiace Overall(LxWxH) | 4,695 x 1,695 x 1,980 | Wheelbase | 2,570 | Engine Type | 2.5L Diesel, 4-Cylinder, In-Line 16V DOHC Turbo Charged | | Engine Displacement | 2,494 | | Maximum Output | 102HP/3,600rpm | | Maximum Torque | 260Nm/1,600~2,400rpm | | Transmission | 5-Speed Manual (Dash Mounted) | |

Hilux Overall(LxWxH) | 5,370 x 1,760 x 2,040 | Wheelbase | 3085 | Engine Type | 2.5L Diesel 4-Cylinder, 16-Valve DOHC Turbo | | Engine Displacement | 2494 | | Maximum Output | 102 ps/ 3,600rpm | | Maximum Torque | 200 Nm/ 1,400 ~ 3,400 | | Transmission | 5-Speed manual | | Coaster Overall(LxWxH) | 6990 x 2095 x 2600 | Wheelbase | 3935 | Engine Type | 4cyl, Diesel inline, over head valve with cast iron block | | Engine Displacement | 4005 | | Maximum Output | 270/7000 | | Maximum Torque | 1800/6400-6600 | | Transmission | 5-speed Manual | | | | | | HYBRID CARS Prius

Overall(LxWxH) | 4460 x 1745 x 1480 | Wheelbase | 2,700 | Engine Type | Hybrid Synergy Drive, Variable Valve Timing-Intelligent, 4-Cylinder In-Line DOHC, 16 Valve | | Engine Displacement | 1,798 | | Maximum Output | 73kW(99Ps)/5,200 | | Maximum Torque | 142/4,000 | | Transmission | Electrically Controlled Continously Variable Transmission (CVT) with ECO and Power Mode Settings | | Prius C Overall(LxWxH) | 3995 x 1695 x 1450 | Wheelbase | 2,550 | Engine Type | 16V 1.5-liter (2NZ-FXE) | | Engine Displacement | 1,496 | | Maximum Output | 54/4,800 | | Maximum Torque | 111/4,000 | | Transmission | Electrically Controlled Continously Variable Transmission | | PERFORMANCE 86 Overall(LxWxH) | 4,255 x 1,795 x 1,285 | Wheelbase | 2,570 | Engine Type | D-4S 4-Cylinder Boxer NA 16 Valve DOHC | | Engine Displacement | 1,998 | |

Maximum Output | 200HP/7,000rpm | | Maximum Torque | 205Nm/6,400~6,600rpm | | Transmission | 6-Speed Automatic with Paddle Shift | | Altis TRD Overall(LxWxH) | 4,540 x 1,760 x 1,465 | Wheelbase | 2,600 | Engine Type | Dual VVT-i, 4-Cylinder In-Line DOHC, 16 Valve | Engine Displacement | 1,598 | Maximum Output | 122 ps / 6,000 | Maximum Torque | 154 Nm / 5,200 | Transmission | 6-Speed Manual | Reliable With so many tests that Toyota completely dominated compared to their biggest competitors, it is hard not to see how reliable these cars really are. Here are some AMCI test results from some of the most popular Toyotas. * 2011 Toyota Camry out-scores 2010 Ford Fusion, 2010 Honda Accord, 2010 Chevrolet Malibu and 2010 Nissan Altima in Total Quality * 100,000-mile 2007 Toyota Camry out-scores new 2010 Ford Fusion and 2010 Honda Accord in Lifetime Quality. * 2011 Toyota Camry out-scores 2011 Ford Fusion, 2011 Honda Accord, 2011 Chevrolet Malibu and 2011 Nissan Altima in 70-0 MPH braking test. If this isnt impressive then how about the fact that Toyota has received more 2010 J.D. Power and Associates Vehicle Dependability Awards than any other brand? Looking for a reliable car? I think you can count this brand in. Toyota Care Program

If you are wondering what Toyota care is; to put it quite simply, Toyota Care is Awesome. Toyota care is something that comes standard with your purchase or lease of every new Toyota. What this program includes is: * 2 years or 25,000 miles (whichever comes first) of complimentary scheduled maintenance, plus 24-hour roadside assistance * Toyota trained and certified technicians will perform all necessary scheduled maintenance fr of charge * 24-hour roadside assistance What is also great about this service is that you can have your car serviced at any participating Toyota dealer, not just the one you purchased your car from. This does also include oil changes and filter replacements! So if I have convinced you that this is the better choice in a car brand, than now is a great time to get your Toyota. We just launched our red tag sale today so come on in while the prices are sweet . High-tail it to Red McCombs Toyota at 8333 I-10 W, San Antonio, TX 78230 or visit our website at redmccombstoyota.com. Once you test drive, you will finally see what all the fuss is about. Keys to success and critical issues Toyota is clearly a dominate leader in automobile manufacturing today. The principles employed at every level of the company have certainly led to a standard of quality that no one in the automotive industry can argue with. What these principles are and how they are implemented within the Toyota Corporation can certainly help the automakers of the world to achieve the same success. * Extensive Research and Development (R&D) R&D values of the Toyota are based on quality, durability, reliability, value of money, environmentally- safe convenient. Toyota has initiated new technologies including first bulkproduced hybrid gasoline- electric automobile, which had a sale of two million worldwide in 2010. * Management Philosophy

Toyotas management values have developed from the firms beginning. The company follows JIT distribution method and adopts the values specified from United States government training agenda. * Innovative Activities Toyota started the Innovative international Multi-purpose vehicle plan to optimize worldwide manufacturing and supply method for multipurpose automobiles and pickup trucks. The company was also trying to gratify market demand in more than 142 countries globally. * Distribution and Marketing Activities Marketing and Distribution efforts of Toyota have focused on the positive experiences of ownership, automobile quality, meeting diverse needs, high quality sales and services, And close involvement with customers. By spending more time up front developing the correct process, the long-term goals of producing exciting affordable qualities vehicles is recognized. Unfortunately, for some automakers, it many times seems that that they approach the production concept from the opposite direction. This might explain why Toyota has pulled away from some countries as a leader in the car manufacturing industry. The philosophy appears to have worked well so far and one wonders why someone in that country has not had the bright idea to adopt these strategies. 10 CRITICAL ISSUES 1. Most outsiders find Toyota unfathomable because it doesnt bear any of the telltale signs of a successful enterprise. 2. Toyota had a technical issues with its sticky gas pedals 3. Floor mat recall 4. Accelerator pedal recall 5. Anti-lock brake software recall 6. Toyota Motor Corp. said it is recalling nearly 370,000 vehicles in North America because of a seat belt defect. 10 http://mba-lectures.com/management/strategic-management/1250/key-success-factors-oftoyota.html

Conclusion and Recommendation Toyota, all in all, meets and exceeds customer satisfaction by offering, rendering and providing Filipinos what they want. Toyota is a stable brand and can dominate the market pretty well. It is safe to say that Toyota has a good and dedicated management because of the success they are experiencing right now. They got good investments, high demands, reasonable prices and increase in overall sales. Though, Toyota is clearly the number one brand in our country in its industry, other reputable and trusted brands have their own strengths and opportunities that can be capitalized to catch up Toyota for being the number one. But, their customer service may affect their brand image to the public and customers. Number of concerns and poor customer service has been raised by the customers in the past months. This is the main problem of Toyota that needs a resolve. It is unavoidable that a customer experienced problem from the unit. This may be a problem on engine and body assembling or variances. This problems encountered by the customers is immediately prioritized by the dealer and the main office but the problem is on the service crew, the process, parts availability or the time table. Recommendation With the problem stated above, this can only be solved by changing the process by adding more suitable factor in after-sales service. This problem may decrease the companys reputation and the brand name will be at risk. The addition in the process of the service provided by the dealer will be as follow: 1. A within 24-hour feedback from the department to the customers to ensure that the unit they serviced is at work to ensure customer relief. 2. Customers timetable about their unit 3. Ensure customers is aware on what is being done in the service and the process 4. After the service, the service advisor/s needs to explain to the customer what is done in the vehicle, what is replaced and its warranty. Finally, the company needs to have a Press Conference or a Press Release about the process and changed service to be able to completely cure its problem in service. Customers who are already had their units repaired and serviced and experienced a bad service from the company may put again their trust to the company if a conference is held by a reputable person from the company.

A thorough explanation from that person will change the companys image in service in the eyes of the customers and in the public. The spokesperson needs to explain the causes of bad service, its effects and finally, the changes in the process itself.

1:Marketing Environment Audit: Includes macro-environment(Political/legal, Economic, Social/cultural, Technological, The natural environment,Competitive factors) in which key trends are assessed and there implications for the companies marketing response; microenvironment/task environment(Marketplace,Competitors, Distributors, Dealers, Suppliers,Facilitator factors) gather data based on marketplace competitiveness and evaluate customer needs and attitudes towards company. 2:Marketing Strategy Audit: Evaluate overall business goals and objectives for growth based on company's resources and opportunities, determine best strategies for growth based on market trends as well as company's resources and opportunities. 3:Marketing Organization Audit: Evaluate the different aspects of the companies marketing department including operations, marketing planning, analysis, implementation and control and the suitability to implement the strategy needed.Marketing Organization Audit focuses on 1.Formal structure 2.Functional Efficiency 3.Interface Efficiency. 4:Marketing Systems Audit: Evaluate if a company has appropriate and sufficient marketplace systems such as, sales forecasting, sales goal and quota setting, marketing planning, marketing control, inventory control, order processing, physical distribution, new products development, and product pruning implemented to aid in collecting information, plan for activities, controlling operations; and how effective the procedures used in these systems are in the control of the marketing operation. 5:Marketing Productivity Audit: used to determine the marketing performance of the business by evaluating the profits and cost...