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Best practice in the car after-sales service: An empirical study of Ford, Toyota, Nissan and Fiat in Germany - Part II

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General company information. Toyota is the third largest automobile producer in the world. It had, as at 1995, 48 production plants distributed all over the five continents of the world. Established in 1937 as the Toyoda Motor Corporation (the “d” was later changed to a “t”), the Toyota group is the fifth leading automobile importer-producer in Germany. As at the end of 1994, its market share was 2.5 per cent. Toyota’s after-sales strategy was summarized in its Toyota Fair concept “to discover the wishes and requirements of the customer and to attempt to satisfy these wishes and requirements”. Toyota has a dealer network of 799 dealers or after-sales outlets in Germany. These are divided into 634 direct dealers, 141 partner dealers and 24 branch dealers (see Figure 1)....

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