TOYOTA SARGODHA MOTORS

ABUZER AHMAD ALVI

BBA-07153012

Session fall 2015-19

Department of Management Sciences

University of Lahore (Sargodha Campus)

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 APPROVAL SHEET

Supervisor

 NAME Madam. Ammara

 DESIGNATION Lecturer (Department of Management Sciences)

Head of Department

 NAME Dr. Rozia Mustafa

 DESIGNATION Assistant Professor (Department of Management Sciences)

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 ACKNOWLEGEMENT

The whole praise is to ALLAH almighty, the creator of this universe, who made us capable of
learning and by using this ability I am here to complete my internship report. I feel great pleasure
in expressing the deepest gratitude and heartiest appreciation to my teachers of UOL (Sargodha
Campus) and to the staff of Toyota Sargodha Motors for their guidance and great help during the
internship period.

I would like to express my deepest affection for my parents and friends who prayed for my
success and encouraged me during this internship period.

I would like to thank the Head of management science department, Dr. Rozia Mustafa and my
supervisor Madam Ammara for their support and cooperation.

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 EXECUTIVE SUMMARY

Internship is like The First Flight or a young business graduate who is to enter his professional
life very soon. It provides a gateway to youngsters and an insight of corporate world.

As a student of BBA, I got the chance that helped me to understand a lot about the industry and
some of its operations. This internship was a compulsory part of my degree. At the end of my
internship, I prepared an internship report according to the University and program requirement.

This report contains introduction of Pak Suzuki Motors, Its vision and the mission,
organizational hierarchy, SWOT analysis and PEST analysis.

At the end some recommendation are given for improvement on the basis of my observation and
learning.

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Table of Contents
SECTION1.....…………………………………………………………………………….…8
1.1 Internship objectives ............................................................................................................. 8
1.2 Professional and personal development ................................................................................ 8
1.3 Introduction to internship organization ............................................................................. 8, 9
SECTION 2 .......................................................................................................................... 10
2.1 Vision .................................................................................................................................. 10
2.2 Mission ................................................................................................................................ 10
2.3 Organizational hierarchy ..................................................................................................... 11
2.4 Departments information..................................................................................................... 11
2.4.1 Sales department ........................................................................................................... 11
2.4.2 Service department ....................................................................................................... 11
2.4.3 Customer Relations department.................................................................................... 12
2.4.4 Spare Parts department ................................................................................................ 12
2.4.5. T Sure Department ...................................................................................................... 12
2.5 Culture, identity and image of the organization .................................................................. 12
SECTION 3 .......................................................................................................................... 13
3.1 Product and Service of internship organization .................................................................. 13
3.1.1Products of the organization ..................................................................................... 13,14
3.1.2 Services of Toyota Motors ........................................................................................... 15
3.2 Financial Summary ...................................................................................................... 16,117
3.3 Target group of the internship organization ...................................................................... 118
3.4 SWOT analysis .................................................................................................................... 18
3.4.1. Strengths ...................................................................................................................... 18
3.4.2. Weaknesses…………………………………………………………………………...18
3.4.3. Opportunities ............................................................................................................. 121
3.4.4. Threats ....................................................................................................................... 121

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 3.5 PESTLE analysis…………………………………………………………………………..20
3.5.1 Political factors………………………………………………………………………..20
3.5.2 Economic factors……………………………………………………………………...20
3.5.3 Social factors………………………………………………………………………….21
3.5.4 Technological factors…………………………………………………………………21
3.5.5 Legal factors…………………………………………………………………………..21
3.5.6 Environmental factors………………………………………………………………...22
SECTION 4.................................................................................................................................. 23
4.1Internship experience summary ........................................................................................... 23
4.2 Concerned departments duties and learning........................................................................ 23
4.2.1 Customer Relations department.................................................................................... 24
4.2.2 Sales department ........................................................................................................... 24
4.2.3 Service department ....................................................................................................... 24
4.3 Recommendations for the internship organization.............................................................. 24
4.4 Recommendations for the University .................................................................................. 25
4.5 References…………………………………………………………………………………25
APPENDIX ..................................................................................................................... 26,27

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 SECTION 1
1.1 Internship objectives

The objective of internship is to experience in practical field whatever we have learned

during our course work and to understand the functions of an organization. This internship
experience can be helpful in exploring the possibilities and opportunities I might have in my career.
It helped me to gain knowledge and skills which are required to achieve my goals. This internship
gave me the fieldwork experience. This internship enhanced my confidence that can be helpful in
achieving my goals.

1.2 Professional and personal development

This opportunity helped me in the improvement of my personal and professional behavior.

1. Ability to work under stress environment.

2. Improvement in Communication skills

3. Introduction to professional environment

4. Enhanced confidence.

5. To pay attention to the environment.

6. A broad understanding of the industry.

1.3 Introduction to internship organization

The TOYOTA MOTOR Corporation is a Japanese Car manufacturer, which is the World’s
second largest manufacturer after General Motors. Regardless of the fact, it is ranked first, in terms
of profitability, its net worth and revenue collection. It was founded in 1937. In the late 19th
century, a Japanese Sakichi Toyoda invented Japan’s first power loom for textile industry. In 1918,
Sakichi founded the Toyoda Spinning & Weaving Company, and with the help of his son, Kiichiro
Toyoda, his dream came true to make an automatic loom in 1924. After Two years, he established
Toyoda Automatic Loom Works. Kiichiro adopted innovations in nature by his father, especially
during his visits to Europe and the U.S. in the 1920‟s, he started taking interest in the nascent
automotive industry, Sakichi Toyoda received for selling the patent rights of his automatic loom,

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and Kiichiro laid the foundations of Toyota Motor Corporation (TMC), which was established in
1937. Started From looms to cars, the Toyota successful experience has been shaped by extending
the boundaries of outstanding vehicles manufacturer all around the world.

Since 1937, the Toyota Motor Corporation has become one of the largest auto producers in the
world and it is still evolving and penetrating different national markets all over the world. The
company is also famous for its high-quality vehicles and innovative technologies

Toyota in Pakistan:

In Pakistan, Indus Motor Corporation is having a sole distributorship of Toyota and Daihatsu
motor company for assembling, marketing and manufacturing. Indus Motor Company (IMC) is a
joint venture between the House of Habib, Toyota Motor Corporation Japan (TMC), and Toyota
Tsusho Corporation Japan (TTC) for assembling, progressive manufacturing and marketing of
Toyota vehicles in Pakistan since July 01, 1990. IMC is engaged in sole distributorship of Toyota
and Daihatsu Motor Company Ltd. vehicles in Pakistan through its dealership network. The
company was incorporated in Pakistan as a public limited company in December 1989 and started
commercial production in May 1993. The shares of company are quoted on the stock exchanges
of Pakistan. Toyota Motor Corporation and Toyota Tsusho Corporation have 25 % stake in the
company equity. The majority shareholder is the House of Habib.

Toyota Motors Sargodha:

Toyota Sargodha Motors is located at Lahore road, Sargodha. Toyota Sargodha Motors is the
sole dealership of Indus Motor Company Ltd Karachi (Manufacturers of Toyota & Daihatsu
vehicles in Pakistan). Toyota Sargodha Motors deals in comprehensive 3S concept which
comprises of Sales, Service and Spare Parts of the complete range of Toyota & Daihatsu vehicles.

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 SECTION 2

2.1 Vision

“To be the most respected and successful enterprise, delight customers with a wide range of
products and solutions in the automobile industry with the best people and the best technology.”

2.2 Mission

Toyota Indus Motors mission is reflected in the Company’s slogan.

“Action, Commitment and teamwork to become number 01 in Pakistan.”
“To provide exceptional value to all our customers through superior service, innovative products
and operational excellence.”
Core Values:
 World class production quality
 Achieving the ultimate goal of complete customer satisfaction
 Being seen as the best employer
 Fostering the spirit of teamwork
 Inculcating ethical and honest practices

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2.3 Organizational hierarchy

Mirza Waheed
Aftab
DEALER CEO

Atta Us Saboor Ashraf Cheema Abdul Jawad Ahtasham Ullah Samia Batool
SERVICE PARTS SALES T SURE
CRM
MANAGER MANAGER MANAGER MANAGER

Waqar Ahmad Zafar Iqbal Ikram Shehzad Sarfraz Ahmad Syed Sardar
PARTS T SURE CR
AM SERVICE AM SALES
EXECUTIVE EXECUTIVE EXECUTIVE

2.4 Departments information

The following are the departments of Toyota Motors and brief details about the functions of
the departments:

2.4.1. Sales department

This department deals with the procedures of sales of the Product. The sales promotion
officers or sales consultants treat their customers politely and provide all the information to their
customers. There are several sales consultant officers available on the front desk. They try their
best to convince their clients to buy Toyota products.

2.4.2. Service department

Service department is responsible for taking the vehicles for maintenance and deliver on time,
service department include a very comprehensive workshop regarding denting & painting and this
workshop is also awarded the best and well planned workshop by Indus Motor Company.

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2.4.3. Customer Relations department

Customer relations department is backbone of Toyota Sargodha Motors. All inquiries and
complaints receiving and resolving are done by customer relations department. Customer relations
department is responsible for overall improvements of entire dealership and continue the
continuous improvement process, quality control, and system implementation.

2.4.4. Spare Parts department

This department is responsible for running a profitable and efficient spare parts department.
They are responsible to accomplish objectives through proper purchasing procedures, inventory
control, staffing, and security, pricing, merchandising, displaying and advertising. The primary
responsibility of the spare parts department is to service customers.

2.4.5. T Sure Department

Indus Motor Company Limited introduces TOYOTA Trade-in Program in Pakistan. Now
customers can exchange their old car with a brand new Toyota vehicle with no waiting period.
With Toyota Trade-in policy you can now trade-in your used vehicle and drive out with a brand
New Toyota by paying the balance amount.

2.5 Culture, identity and image of the organization

Organizational culture is a structure of common assumptions that are distributed among all
members of the group to solve internal and external problems of an organization and to share
their knowledge with new members. While working at Toyota Sargodha Motors, I observed that
the working environment is friendly and the employees try to coordinate with each other to
obtain their goals. They follow rules and regulations to maintain their standards. They know the
value of their customers and works as a team to satisfy their customers need.

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 SECTION 3

3.1 Product and Service of internship organization

Toyota Motors deals in different products and provides different services to its customers, which
are as follows;
3.1.1. Products of the organization

Toyota Motors Sargodha has categorized its products in the following way,

Passenger Cars

a) Corolla 1.3
b) CorollaAltis1.6
c) CorollaAltisGrande
d) Prius
e) Camry(Hybrid)

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1) Jeeps
a) Fortuner
b) Revo
c) Hilux Series
d) Land Cruiser
e) Rush

2) Commercial
a) Coaster
b) Hiace

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3.1.2. Services of Toyota Motors
1) Body and Paint services
By availing Toyota Body and Paint services it makes damaged vehicle just like new.
2) Vehicle Maintenance
Toyota Sargodha Service Centre inspect its customer’s car at the earliest possible
opportunity.
 Engine stumbling
 Strange engine noises
 A leak under the vehicle
 A change in noise from the exhaust
 Spongy feeling brake or clutch pedals
 High engine temperature
 The steering pulls to one side

3) Periodic Maintenance
Periodic Maintenance is performing service replacement and inspection / testing of
vehicle at specified intervals according to the maintenance schedule in owner’s manual.

3) Appointment for Service

You can get appointment for service by just visiting the website and clicking on
the link.

4) T Sure
Indus Motor Company Limited introduces TOYOTA Trade-in Program in
Pakistan.
Now customers can exchange their old car with a brand new Toyota vehicle with no
waiting period.

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3.2 Financial Summary

Net Income

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Net Revenue

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3.3 Target Group of the internship organization
Following are the group targeted, by Suzuki Falcons:

1. Individuals.
2. Banks.
3. Corporate sector.
4. Sugar mills.

3.4 SWOT analysis

A study undertaken by an organization to identify its internal strengths and weaknesses, as

well as its external opportunities and threats.

3.4.1. Strengths

1) Toyota created the first hybrid car named Prius, therefore to meet consumer demand
when prices oil prices are going to high.

2) World's second largest car maker with 9 million units.

3) Market leadership and very strong brand image.

4) Excellent dealership network worldwide with easily available spare parts.

5) Toyota Pakistan is in the list of high automated dealership like Japanese standards
providing quick and modern workshop services through fully computerized control.

3.4.2. Weaknesses

1) Toyota always charge the premium price to the customers.

2) Delivery of car takes months after advance booking by customer’s favorite color of its
choice.

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 3) As Toyota has suppliers around the world; they have to depend on them. It
makes the production a bit sloth.

4) Negative publicity happens due to large vehicle recalls. Any type of vehicle
recalls affecting the automaker, and Toyota is no exception. Also, the recall rates
are higher in Toyota, and that can cause more negative publicity.

5) Toyota’s position in the Asian markets is still weaker than its competitors.

3.4.3. Opportunities

1) Toyota will be able to continue to grow its green vehicle focus as consumers around
the world are showing a greater interest in hybrid and electric vehicles due to the rising
cost of petrol and emissions concerns.

2) Strong customer commitment and the loyalty of the brand is very good opportunity for
Toyota to keep and retain its customers.

3) The development of electric cars, hybrid fuels, and components reduces the impact on
the environment of smoke and pollution, which is very much appreciated by the
environment conscious customers.

4) Switching of diesel market towards petrol and CNG market.

5) Bringing the first autonomous vehicle to the market has become the prime objective of
many companies be it automotive brands like Tesla or non-automotive brands like
Google. Toyota is a part of this trend as well, the brand investing $1 Billion Into
Artificial Intelligence and Robotics to make the dream of the producing the first
autonomous vehicle possible.

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3.4.4. Threats

1) Competition in the automotive industry is cut throat with different players fighting
hard to get the maximum market share. Competitive pressure is one of the major threats
for Toyota in the market.

2) Suzuki 800cc and 1000cc cars are substitute for IMC (Indus Motor Corporation) car.
The reason is that people are becoming more price conscious and want economical car,
which give low fuel consumption that is why Toyota demand is gradually decreasing as
compared to its competitor Suzuki.

3) Decreased purchasing power of the customers due to the current Economic instability
of the Country.

4) Now a days few customer are taking vehicles from direct Karachi that help them in
saving freight and insurance charges and less time consuming.

3.5 PESTLE Analysis

A PESTEL analysis or PESTLE analysis (formerly known as PEST analysis) is a framework

or tool used to analyze and monitor the macro-environmental factors that may have a profound
impact on an organization's performance. This tool is especially useful when starting a new
business or entering a foreign market.

3.5.1. Political analysis

As Pakistan is a developing nation the government is sometimes democratic and sometimes
partially or completely non democratic and this situation also have impact on sales of Toyota
motors in Pakistan. During the period of chaos in country pressure is always exerted on the
company due to the miserable political conditions. In Pakistan the distribution of Toyota motors
is done through the Indus motor company in Karachi and cars are also assembled there, so in
case of political disturbance or chaos obviously there will be the slow growth. As manufactured
vehicles can’t be distributed smoothly throughout the country so it will cause many problems for

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the company and its sales. Hence political stability is always required, so that company can
acquire the smooth and continuous growth.

3.5.2. Economic analysis

Toyota Company is a pillar company in auto mobile business, a flag of economic progress.
Factors include local, national and world economic impact. Rates of economic growth,
unemployment and interest rates will affect the spending power of consumers and businesses
which bring the impact on the nature of competition in an industry. Other economic factors relate
to the supply of and demand for key inputs, such as oil, metals, minerals, and skilled labor.
Government use to impose taxes and duties on the luxuries and that’s why Toyota having the
luxurious products is always under the axe and now a days due to higher rate of inflation and
increased vehicle prices Toyota is facing real problem in term of sales of its vehicles in Pakistan.
3.5.3. Social Factors
Social and cultural forces and trends have a major impact on the sales of international brands.
The global market is made of smaller markets where social and cultural factors can become
barriers. The Toyota Company actually affects the society as a whole. It employs millions of
people directly, tens of millions indirectly. Its products have transformed society, changing the
ways people live and work, like increasing the interest of people in hybrid cars & electric cars.
3.5.4. Technological factors
These are the factors which include how new and emerging technology affects our project/
organization. The level and diversity of technologies that Toyota must deploy are increasing,
which imposes both new investment burdens and new uncertainties and risks. In Toyota the
technological external factors could be; rising use of e-commerce, Mobile technology trend. The
possibilities suggest that this automotive technology is so robust that it can provide a powerful
defense against energy consuming even if the real price of oil climbs steadily during the next
couple of decades.
3.5.5. Legal factors
Legal systems impact Toyota’s business. Some of the legal factors which can affect Toyota
are as follows;
1) Improving intellectual property laws.
2) Increasingly complex environmental laws.

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 3) Increasingly complex consumer laws.
These all laws can have impacts on the Toyota as it can affect the customer purchase decisions.

3.5.6. Environmental factors

Toyota needs to include ecological concerns in its strategic decision-making as it can affect them
also. First of all the climate change is a main factor that can affect the both environment and the
people. Declining global oil reserves is also a main factor that must be highlighted as the World
is rapidly using oil and the global oil reserves are declining, so Toyota must also take this into its
account. Toyota has opportunities to provide more environmentally friendly products, such as
electric cars or cars with higher fuel efficiency.

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 SECTION 4

4.1 Internship experience summary

The main reason for writing this internship report is because internship is compulsory for
our BBA program. The University of Lahore has given me the opportunity to groom my skills and
gain practical field knowledge. I joined Toyota Motors on 24th September 2018. I have performed
different task, work and small part of essential responsibilities, which helped me a lot in making
me confident and learn so much that made me feel practical and comfortable during my internship
in Toyota. During my internship, I was engaged in different departments and learned about their
working and procedures. In the Selling department I learned about the nature of different customers
and selling procedures. In service department, my experience was to deal with those customers,
who need maintenance, service or need repair of their vehicles. Finally in the Customer Relations
department where I worked and spent most of the time. I worked on a software named GENESSIS
in which I dealt with the Complaints section. I also received complaints on other channels like
Whatsapp, Email & even received telephone calls regarding the services or products.

My overall experience in the Company was memorable and I have learned a lot from this
organization and this knowledge will help me in my future. Basically, professionalism comes into
you when you are committed, responsive, punctual, pessimistic, and most importantly how you
manage or deal with people to those who you do not like personally, so I learn these types of skills
performing under the tasks assigned in Toyota Sargodha Motors.

4.2 Concerned departments duties and learning

During my Internship, I mostly worked I Customer Relations department, but I have also
learned things about other departments too. The list of departments are as follows;
1. Customer Relations department
2. Sales department
3. Service department

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4.2.1. Customer Relations department

My task in this department was to observe the customer behavior towards asking inquiries
and most of the time collecting feedbacks. Actually there are two types of major tasks, one is
inquiries and the other one is complaints. I was ordered to follow the complaints and from whatever
department the complaint was, I had to forward that particular complaint to the concerned
department. I generally receive complaints via many channels as already mentioned like Whats
app, phone calls, Emails, the complaints generated on the websites.

I was also assigned a task to generate the Birthday emails to the loyal and regular customers
on their birthdays to remind them that Toyota is always with their customers and remember them.
When a customer comes for service of their cars I also sometimes generated follow up calls after
3 days to collect their feedbacks and tell to the concerned management on any query.

4.2.2 Sales department

In the sales department I just learned few things regarding the sales. I learned about the
selling techniques and procedures. After that I also learned about the different types of the
customer. The one who pay cash and the other one who make payments through bank in full or in
installments.

4.2.3. Service department

In this department, I learned about the services provided to the customers after sale. On the
time of selling the company provides warranty to its customer of 2 years or 40,000km whichever
comes first. During these 2 years company is responsible for the any defeat in its product.

4.3 Recommendations for the internship organization

My recommendations for Toyota Sargodha Motors is as follows;

1) They should focus more to give awareness to common public for new launches and models
of cars.
2) They should expand more dealership in remote areas because I observe that customers have
to come from too far areas.

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 3) They should give awareness about leasing and credit facilities which Toyota offers to the
customers.
4) Focus on more customer loyalty program.

4.4 Recommendations for the University

My recommendations for the University is that the University of Lahore must give knowledge to
the students about the field work and in this case they must also make arrangements for the students
and organize some industrial tour during their study period in their semesters. As this will help
them in better learning and will help them to better understand the field work and practical work
which they will face after completing their degrees.

The university must also focus on guiding the student’s career and for this they must organize
more career counseling programs in which they must gather the students to hold a conference.
Students should be aware of their career so that they can plan their direction according to their
interests and choose specialization courses wisely. As in my case, the teachers were very helpful
to me as they guided me during my semesters and during the study time.

4.5 References

www.google.com

www.toyotasargodha.com

www.businessteacher.org.uk

www.globaltoyota.com

Miss.Sameea (Manager Customer Relations)

www.he

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APPENDIX

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