Special Feature

2Initiatives to Enhance TMHG’s Value Chain

Providing Higher Quality Services to Customers

Aimed at Global Expansion

TMHG engages in the Materials Handling Equipment Businessworldwide and strives to offer high-quality services in every
region where it delivers products.
These services are supported by teams of highly skilledservice technicians with a wealth of expertise and experience.

Under the Toyota Material Handling Group (TMHG) management structure,
Toyota Industries engages in the Materials Handling Equipment Business ona global scale, with a focus on lift trucks. We provide not only high-quality
products to customers but also the full spectrum of after-sales services toensure our products are continuously used in good condition. By building
long-lasting relationships of trust, we aim to bring value to customers.

The TMHG Training Center in Handa, Aichi Prefecture,devises and carries out service technician training programsin respective regions to raise the level of the service
technicians of distributors and dealers in and outside Japan.

Disseminating Service Technician Training Programs fromthe TMHG Training Center to the World
General Manager Hidehiko Matsushima talks about his commitment to developing excellent service technicians

Trusted Relationships with Customers Are
Our Lifeblood

Hidehiko Matsushima

General Manager,TMHG Training Center

Support Services Essential in Lift Truck Operationnctio
dusescei

Toyota Industries Report 2012

ProCustomers
rv

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ent
pmloSeA value chain comprises one of the “muscular” strategies devised under the Vision
2020. Our goal is to ensure customer satisfaction in every stage of our operations
from development and production to sales and after-sales services.
Here, we highlight initiatives undertaken to further upgrade our services in theMaterials Handling Equipment Business.
Industrial goods, such as materials handling equipment, must offer excellent
performance, and just as importantly, quality services. If a lift truck fails to operate, forexample, it would cause a significant loss in business activities of a customer. For thisreason, it is extremely important to precisely identify how our lift trucks are used and inwhat working environment, as well as to offer tailored maintenance and inspection
services for safe operation after delivery. These services ensure that our products areused for a long period of time in good condition and help customers achieve greater
logistics efficiency.

DeveServices an Important Element of Value Chain

Sal

Because lift trucks are industrial goods, it is extremely
important that we have in place a well-built support
structure to ensure our products can be used with asense of reassurance. It is commonplace throughout
the world that you would lose customers if yourservices are not satisfactory even if you provide
excellent products. Preventive maintenance isimportant in avoiding machine failures that will adversely
affect the business activities of customers. If a failure
does occur, it is necessary to respond immediately.
In the materials handling equipment industry, salesof low-priced lift trucks are growing in emerging
countries. In many cases, however, products do notcome with adequate after-sales services.
Toyota Industries, however, places a strong focus
on providing routine maintenance and repair services inboth developed and emerging countries to enable us to
support customers’ efficient business activities.

In the industrial goods business, we usually maintainlong-term relationships with our customers, which
continue after the delivery of products. Therefore, it isimperative that we build relationships of trust withcustomers and become a reliable partner.
Building relationships of trust involves providing
safety and reassurance and continuing to offer
solutions suited to their needs and concerns from acustomer perspective. By providing industrial goods,
we have a major responsibility to customers. Once wewin their trust, however, we can build a long-lasting
relationship with them.
I believe that the most important, basic aspect ofafter-sales services for industrial goods is to carry out
precise inspection and maintenance of equipment andexplain our activities to customers until they feelassured. Such basic activities must be backed by a
Customer First spirit and proper service skills andknowledge. The TMHG Training Center places
particular emphasis on these points when providing
training to service technicians.
We will continue to communicate closely with
our distributors and dealers and provide valuable
information that will help them improve their serviceskills.

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Toyota Industries Report 2012

Special Feature

Key Service Personnel to Share Training withLocal Staff

2

Initiatives to Enhance TMHG’s Value Chain Aimed at Global Expansion

After returning home, they share the knowledge andskills they have gained in Japan with local staff, thereby
improving the level of service of distributors and dealersin every country.

The TMHG Training Center accepts service instructorsof distributors and dealers across the world. In a small
group training class, participants learn about TMHG’sideas on quality and services as well as obtain a highlevel of knowledge and skills through lectures andpractical training sessions using actual equipment.

Offering Services Attuned to the Distinctive Needs of Each Country
In March 2012, more than 50 service instructors from Asia, Latin America, Oceania, the Middle East and Africa came to Japan toreceive maintenance training on our newly introduced global model at the TMHG Training Center.
1
VOICE ■

2
VOICE ■

Amit Rawat [India]

Mun Wei Kin [Malaysia]

Service Manager,
Toyota Material Handling India Pvt. Ltd.
(TMH India*1)

Service Executive, Technical Support,
UMW Industries Sdn. Bhd.*2

I am in charge of providing training
to about 30 service technicians at
TMH India.
During training held in Japan,
I learned about the technical aspects of materials handlingequipment, the concepts of genchi genbutsu (go and see foryourself) and mutual trust, and how to provide effective
training. Capitalizing on this experience, I will pass along thetechniques and philosophy I have learned to technicians.
Customers in India are very sensitive to the quality ofservice. If they are not satisfied, they will switch to anothermanufacturer. Providing quality service is very important.
I would like to upgrade the level of service of our staff in
India and work to deliver greater satisfaction to customers
through our services.

I’ve been working for UMW
Industries for 23 years. I provide
training and technical assistance toabout 20 service technicians and 70
mechanical engineers. Since many of our service technicians
and mechanical engineers have many years of experienceand we offer detailed training programs under a well-defined
training structure, we have successfully cultivated strong
relationships of trust with customers.
Currently, we are emphasizing training on electric lift
trucks, for which demand has been growing in Malaysia.
The same as the TMHG Training Center, we will make efficientuse of both actual equipment and simulators to provide
easy-to-understand technical education.

*1: Materials handling equipment sales subsidiary in India*2: Materials handling equipment distributor for Malaysia, Vietnam and Singapore

Striving to Offer Assistance in Various Logistics-Related Domains
TMHG dedicates considerable efforts toward enhancing thequality of its services in every aspect of materials handling
operations, including maintenance, repair, rental and leasing
services as well as consulting to improve logistics.

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Toyota Industries Report 2012

We will assist customers in raising their logistics efficiency
by appropriately responding to a wide range of logisticsrelated needs.