Special Feature

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At the Frontline of Logistics, Keeping Customers in Mind andUtilizing Cutting-Edge Technologies

Materials Handling Equipment Business ofToyota Industries Supporting Customers’Logistics
As development and growth of the world economy generate greater movements of goods, their smooth flow underpins thefoundation of society, enriching people’s lives. As a leading company in the field of lift trucks and other materials handlingequipment that are essential in logistics operations, we leverage our comprehensive logistics-related strengths and provide
optimal logistics solutions. In this way, we are contributing to the development of society through logistics by serving
customers’ diverse needs and always remaining the best partner of customers.

Responding to Changes in the Environment
Surrounding Logistics by Leveraging the Strengthsof Our Materials Handling Equipment Businessn Strengths of Toyota Industries’ Materials Handling Equipment Business

Global share of lift trucks (Survey by Toyota Industries Corporation)

No. 1 for 16 consecutive years 21%

The world’s rising population and economic growth driven
by emerging countries have led to an increase in logistics
volume, and consequently, an expansion of the lift truck
market. At the same time, increasing e-commercetransactions have necessitated larger logistics sites andeven more efficient logistics operations. Moreover, therecent advancement in information and communications
technology (ICT) has created diverse applications forlogistics sites. These factors have triggered significant
changes in the environment surrounding logistics. As anindustry leader, we strive to accurately respond to thesechanges and work closely with customers to satisfy theirindividual needs.
Toyota Industries’ Materials Handling EquipmentBusiness has total strengths covering both “hardware” and“software.” Besides providing a broad lineup of products,
including high-performance lift trucks with superior
economic efficiency, we have extensive, global sales andservice networks, knowledgeable and skilled service
technicians, as well as the ability to offer solutions for asafe, secure and efficient logistics environment.
This special feature presents two case studies in which
we showcase our excellent services that assist a customer
in building a logistics environment and our advanced
technologies that help another customer to improvelogistics efficiency.

(2015)

Global unit sales of Toyota Industries’ materials handlingequipment in fiscal 2016

239,000 units
Highly skilled andknowledgeable service
technicians to support
customers in each region

Numerous service facilities
to swiftly respond tocustomers’ needs

n Japann Japan

3,000 persons
n North America

270 locationsn North America

5,300 persons
n Europe

320 locations
n Europe

4,500 persons

350 locations

Unit Sales of Toyota Industries’ Materials Handling Equipment Serving Global Logistics Needs(Thousand units)

2001000 (FY)101112Levio P-series [BT]13141516GENEO-Ecore [TOYOTA]

B315 [CESAB]

GENEO [TOYOTA]
Toyota Industries engages in business under the TOYOTA, BT, RAYMOND and CESAB brands.

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Toyota Industries Report 2016

Reflex [BT]GENEO-R [TOYOTA]

8000 Series [RAYMOND]

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Albert Heijn
Albert Heijn is the largest supermarket chain in theNetherlands, with 900 stores nationwide and more than
100,000 employees. The company is a subsidiary of Royal
Ahold N.V., for which consolidated net sales exceeded €38
billion in 2015. TMHE has been providing electric lift trucks,racks and after-sales services to Albert Heijn’s stores anddistribution centers, thereby contributing to realizing efficientlogistics operations.

Yonago Mokuzai Ichiba Co., Ltd.
Yonago Mokuzai Ichiba hosts a semimonthly wood auction
market in a mountainous area approximately an hour’s drivefrom the center of Yonago City, Tottori Prefecture. Toyota
Industries’ lift trucks are used for sorting logs gathered forthe auction and loading them onto trucks.

CASE STUDY 1

CASE STUDY 2

Thorough After-Sales Services toContribute to the Creation of a Safe andAssured Logistics Environment
While developing its business globally, TMHJ provides
extensive support to customers in Japan through an
industry-leading nationwide service network, with highly
skilled and knowledgeable service technicians. We aim to
not only achieve an even higher level of after-sales
services through such means as Service Skills Contests
but also meet the diverse requests of customers byproviding safety training and other support.

Supporting Customers Even in a Remote andHarsh Working Environment
At wood auctions held in a mountainous area, lift trucks
work at full capacity to carry 2,000 tons of logs from dawn
until dusk. In winter, sometimes having to deal with morethan one meter of snow makes for a harsh environment.
Therefore, one of the crucial issues for Yonago Mokuzai
Ichiba had been whether they could receive maintenanceservices at any time in order to ensure the continued
operation of lift trucks.
TMHJ leverages a pool of resources, including anationwide network, service technicians and field service
vehicles, to respond to customers’ needs in a wellexecuted manner. Service technicians of the Yonago Sales
Branch of TOYOTA L&F Okayama Co., Ltd. visit Yonago
Mokuzai Ichiba and maintain their lift trucks about threetimes a month to prevent troubles before they occur. Suchassured maintenance services allow the customer tooperate lift trucks safely in good condition even in aremote area.

Providing services at Yonago Mokuzai Ichiba Co., Ltd.

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Toyota Industries Report 2016

Toyota L&F/Toyota Material Handling Japan(TMHJ)
TMHJ has nationwide sales and service networks,
supporting and delivering safety and security tocustomers across Japan with 3,000 highly skilled andknowledgeable service technicians and 1,500 field
service vehicles.

Customer Voice
Toyota Industries’ lift trucks areboth powerful and fuel efficientand generate less emissions. Ouroperators also appreciate thevehicles’ good forward view andease of getting on and off. We
operate in a mountainous area ina harsh climate far from theHiroaki Nagata
central urban area, so how
Senior Managing Director
Yonago Mokuzai Ichiba Co., Ltd.
quickly we can receive support incase of vehicle trouble is very
important. We find it very helpful that if we have a problem,
TOYOTA L&F Okayama staff will come to us in an hour andprovide on-site support. In addition, regular maintenancevisits for checkups and guidance for safe operations also
provide a sense of security.

Swift Response Underpinning Daily
Logistics Operations
Lift trucks operating at logistics sites are closely linked tocustomers’ production activities. As such, it is crucial that they
always remain available in optimal condition. Also, service
technicians play an extremely important role, as our relationshipwith customers continues long after they select and purchase
our lift trucks. Since the condition of lift trucks also depends on
how operators use them, service technicians monitor the usage
status of individual customers and offer proper care to ensure
the safety of operations, while deepening communications withthem so that they fully understand issues such as what carehas been taken, what has caused a breakdown and how toprevent a recurrence.
We will continue to contribute to the creation of a better
logistics environment for customers by not only developing
products meeting diverse needs but also providing responsive
services through our global support structure.

Leveraging Advanced Technologies for
Efficient Logistics Operations
In recent years, ICT has evolved in a remarkable way andbrought a significant change in corporate activities as wellas people’s daily lives. Toyota Industries combines its
expertise accumulated in various logistics sites with
cutting-edge ICT to offer a fleet management system that
supports the establishment of an efficient logistics site forcustomers mainly in Europe and the United States. In thefuture, we intend to extend the services to Japan and otherregions to contribute to improving the logistics efficiencyof more customers.

Solving Issues Inherent toManaging a Large Fleet
Toyota I_Site

In dealing with the growing numberof stores and commodities, Albert
Heijn has added and expanded its
distribution centers while seeking
and introducing logistics equipmentthat can maximize operational
Toyota I_Site’s verification systemefficiency. During this time TMHE
has provided support to the company in order to ensure
the continuity of logistics operations by performing asystematic checkup of each lift truck and providing
forward-thinking after-sales services while reducing costs
even after the fleet has grown to more than 1,500 units.
The growing fleet, on the other hand, has raised severalissues. One was that many lift trucks running around thevast space of a distribution center made fleet management
difficult. Another issue involved an increase in the numberof inexperienced operators and subsequent rises in
accidents and repair costs. To counter the situation, TMHE

TMHE’s Toyota I_Site is a solution based on the latest ICT to enableeasier fleet management by customers. It visualizes on a tablet device
the status of each lift truck, including the utilization rate and battery
consumption, to eliminate muda (wastes) and ensure more efficient
fleet operation. Moreover, it offers a feature to preregister operators,
a function to perform a pre-operational safety check and a system todetect accidents. These features make Toyota I_Site effective insupporting the operational safety of the logistics site and reducing
accident-related costs.

Toyota Material Handling Europe (TMHE)TMHE has Europe-wide sales and service networks,
supporting customers with 4,500 experienced service
technicians and 3,300 field service vehicles. In theNetherlands, TMHE operates an extensive service
structure to quickly respond to customers’ requests.

proposed introducing the Toyota I_Site fleet management
system.
Customer VoiceThe introduction of Toyota I_Site
in 2014 has yielded a favorable
outcome beyond ourexpectations.
Firstly, the system offers afeature to check the impact andlevel of each minor collision on atablet device from anywhere andDirk-Jan van Lienden
monitor the operational status inSupervisor at Albert Heijn supply
chain
real time. This allows us toAlbert Heijn
improve fleet management andsuccessfully reduce costs.
Another benefit is an improvement both in terms of safety
and the working environment in how operators drive lifttrucks. A function that requires operators to perform a
pre-operational safety check has served to raise their safety
awareness and resulted in a major decrease in accidents andassociated damage to lift trucks. A screen that shows theoperational status of a lift truck while in operation has also
improved operators’ awareness toward appropriate andeco-friendly handling of lift trucks.
Toyota I_Site has provided many benefits, and we are
truly glad to have introduced the system.

For Building an Even More Efficient
Logistics Site
After the introduction of Toyota I_Site, Albert Heijn has beenable to make its logistics site safer and attain a considerable
reduction in costs that had been required for repairingdamaged lift trucks and infrastructure. The company was very
pleased with the results and consigns the management of theentire fleet of its lift trucks to TMHE. Looking ahead, TMHE willcontinue to provide training on safe operations and conduct
analysis of collected data to make recommendations for evenmore efficient logistics equipment and operations. By doing so,
TMHE will work to bring about a further improvement in thecustomer’s logistics operations.

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