Toyota Vehicle Delivery Quality Web Module Series

Challenge:
From port to customer, put the “special” in delivery

Toyota quality is renowned worldwide. In light of high sales volume, making sure vehicle delivery quality (VDQ) matches the quality of Toyota vehicles is a top priority for one of the world’s leading automotive manufacturers.

Vehicle delivery is a chain of chains — a series of events that move a vehicle from the port to the customer. Each process has the potential to impact customer satisfaction — and a dealership’s VDQ score. Vehicle delivery quality is only as good as individual links in each process.

Before a pristine vehicle is driven away by a satisfied customer, it travels a journey fraught with potential mishaps. Vehicles arrive on a transport and receive pre-delivery service, where (among other things) electronic systems are initialized. There might be options to add and custom features to install (is everything being done in a timely manner and to Toyota’s high standards?). The vehicles must be cleaned and stored properly — even the gas tank must be filled. After weeks or months of moving along, the vehicle ultimately arrives at the sales consultant's delivery — the final link in the quality chain.

From port arrival to driving off the lot, there are countless roles and sub-roles that need to be aligned in order to keep the VDQ chain one of gain — not pain.

Solution:
Begin with a communication break down

We began by working with Toyota to determine how to break the training down into separate Web modules, and how to best communicate task-specific information. This way, dealership employees could take the training modules pertaining to them. Ultimately, there were eight Web modules:

• Introduction
• Vehicle Receipt, Storage & Handling
• Pre-Delivery Service
• Dealer Installed Options
• Paint, Finish & Repair
• VDQ Management Essentials
• Sales Manager: New Vehicle Delivery
• Sales Associate: New Vehicle Delivery

We worked with a range of source materials, many of which were significantly updated along the way, and received input from a variety of departments. Toyota’s vehicle delivery quality message was becoming focused. Crider Associates rounded up the information, developed the content, and designed the storyboards that drove the module development.

Working closely with professional Flash developers, the series of Web modules were finalized. The pilot test drew tremendous enthusiasm, and the program was translated into Spanish. From client to developers, the efforts of all had paid off.

The journey to develop Web-based Toyota VDQ training became a story of quality delivery in itself. Despite the broad scope and tight time frame, everyone worked together easily and quickly, to create an end result that met — or exceeded — Toyota’s quality standards.

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