Page 210 - Toyota Under Fire

RESPONSE AND THE ROAD TO RECOVER Y

expected of every Toyota employee. Each page gives an attitude,
with a definition, things to keep in mind, a section on warnings
of things that can lead you astray (called “Is this happening to
you?”), and a cartoon illustrating the concept. These 10 attitudes
are posted broadly in Japan, and they show up as the first screen
on every employee’s computer when she starts work. Deployment
outside Japan was in the planning stages at the end of 2010, al-
though the booklet was already available in Japanese and English.
The 10 attitudes are

1. Customer first
2. Challenge
3. Kaizen

4. Genchi genbutsu (go and see to understand)
5. Shitsujitsu goken (use money and time wisely and avoid
waste)
6. Teamwork

7. Ownership and responsibility
8. Humility and gratitude
9. Integrity

10. We love Toyota (joy and pride from working for Toyota)
Another initiative to increase contact with customers and
create more opportunities for listening was making the two years
of free scheduled maintenance program permanent. Initially con-
ceived as an incentive to bolster sales after the sticky pedal recall,
TMS leaders and dealers realized that the program was a fantastic
way to increase the touch points with customers and hear their
concerns. Under the program, Toyota dealers will see virtually ev-
ery customer eight times in the first two years he owns a vehicle.

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