ToyotaKawarabanSepOctEnglishEdition69

EDITION 69 SEP - OCT 2016

KAWARABAN

p.2 MD’s Message

p.8 Malawi
TMAL launches NG Hilux & Fortuner

p.14 Uganda
USAID partners with Toyota
Uganda

P.17 Zambia
Toyota partners with World
Vision Zambia

P.22 Angola
Fleet owners’ categorization and
differentiation project

KAWARABAN

MD’S MESSAGE

TICAD VI HELD IN KENYA

In 1993, Japan launched the Tokyo International Conference on African Development (TICAD) to refocus international
attention on the importance and urgency of African development issues, as well as to promote high-level policy
discussions between African leaders and potential development partners.
At the end of August I had the opportunity to attend TICAD VI in Kenya where TTC had the largest contingent of
delegates (+/- 50) compared to other Japanese Companies. We showed our visible support for Africa by wearing the
slogan: With Africa, for Africa.
Top Government and Private Sector Officials from 53 African countries were present (in total there were about 11 000
delegates) and Japan’s Prime Minister, Shinzo Abe, promised that Japan will invest US$ 30 billion in Africa for the
period 2016 – 2018.
As a result 73 Memorandum of Understanding (MOU’s) were concluded between Japan and various Private and
Government Sector organisations. TTC concluded 9 MOU’s with various parties to strengthen our footprint in Africa.
If we consider the strengths of networks across the various organisations, nationalities and opportunities to create
synergies as a result of TICAD we can easily see how by combining our resources we will be able to collectively create
opportunities for growth in Africa.
As much as TICAD demonstrates the power of COLLECTIVE FORCE on a large scale, how easy is it to find examples
inside of our group?
I am sure in your daily work there are many opportunities for you to work with others to create new ideas or to discuss
challenges. Grab these with both hands, as it is only by unifying our individual strengths that we can make our group
even stronger.
Thanks & Best Regards,
H. Yosikawa
Managing Director
Toyota Tsusho Africa

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KAWARABAN

TOYOTA TSUSHO EAST AFRICA (TTEA)
LIFE & COMMUNITY

TTEA OPENS 1ST FULL SCALE FERTILIZER PLANT IN KENYA

Toyota Tsusho Fertilizer Africa Limited (TTFA), has built a fertilizer blending plant in Rift valley region in Kenya at Eldoret with its production
starting in August 2016.The ground breaking was done in 2015 while the MOU with the Kenyan government was signed in 2014 to manufacture
fertilizer.
Kenya currently imports 600,000 tons of fertilizer every year and is expected to increase as its agriculture develops further as such TTFA
establishing a domestic fertilizer manufacturing business has therefore been long overdue for the country.

TTFA has worked with the local Moi fertilizers. The new fertilizer is expected *BARAKA Fertilizer: Baraka means
University, and other international to improve agricultural productivity and “Blessing” in Swahili.
organizations to produce a balanced contribute to the achievement of stable
nutrition blended fertilizer suitable for food supply.
Kenyan soil and crops thereby developing a
new brand called “Baraka Fertilizer*.” TTFA plans to promote fertilizer sales by
diversifying fertilizer production for a wider
The fertilizers are specially blended for range of crops and explore opportunities
maize, wheat and rice. TTFA is currently for exporting to neighboring countries
conducting experimental tests at some such as Tanzania and Uganda. TTFA has
200 farms in the four major agricultural 45 employees and a targets a production
counties in the nation and plans to continue capacity of 150,000 tons/year.
working to improve the effectiveness of the

TTC CEO Mr.Jun Karube being taken round the Fertilizer factory in August 2016.

KAWARABAN September | October 2016 CheDmisitcriabluDtoivrission 3

KAWARABAN

TOYOTA KENYA LIMITED

TOYOTA LAUNCHES NEW GENERATION HILUX & FORTUNER

TKEN launched the New Generation Toyota Chairman being driven across an obstacle
Hilux & Fortuner in August 2016. Amb
Dennis Awori (TKEN chairman) and Sachio
Yotsukura (Managing director) led the team
during the unveiling of the models. TKEN
has had great customer support over the
five decades of its existence in the country,
which has contributed in building brand
legacy in Kenya and which made the event
attract the publics and media.

Unlike other launches that are held in the
evening this launch was carried out during
the day with both models; the eighth-
generation Hilux and second-generation
Fortuner available for test drive to the
customers.

The new features and of these models
are expected to increase the sales as they
now compete well with other models in
the market that have had a facelift. The
customer had the feel of the new features
as they test drove on the major obstacles
placed to bring out the off road superiority
in maneuvering such terrains.

TKEN MD Sachio Yotsukura emphasized to are in in line with technological and dynamic citizens venturing into agriculture sector.
the customers at the event that NG Hilux advancements of the Kenyan market. Still the Fortuner segment of the SUV has
and Fortuner models have been designed been driven by county government leaders
specifically for Kenya given the topography The Hilux model has been one of the and an increasing number of multinationals
and more so in response to changing best-selling brands for Toyota Kenya and setting up in the country.
personal preferences and lifestyles changes. very popular in the country. This segment
He further elaborated that the new models sales have been attributed by increased
infrastructural activities and the elite

Hilux single and double cab on test drive at the event.

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KAWARABAN

TOYOTA KENYA LIMITED

TOYOTA LAUNCHES NEW GENERATION HILUX & FORTUNER
...CONTINUED

The customer were happy with the Toyota TKEN customer Mr James Kabucho who was A customer being shown the
Hilux and could attest that the model is the first customer to acquire NG Hilux and features of the new vehicles.
celebrated in Kenya as a robust, reliable NG Fortuner had a great testimony to give
and durable. The MD further highlighted during the launch. Further he indicated that TKEN customer Mr James Kabucho.
that indeed Toyota redefined the meaning of besides the great features and attributes of
driving a NG Hilux as an experience focused the NG Hilux, he was very pleased with the
on performance, comfort, neo design while TKEN showroom hospitality at the Bistro.
ensuring a pleasurable driving experience
for both urban and difficult rural terrain. The two models were also launched at
The unveiling of the NG Toyota fortuner also the coastal region at the Mombasa Toyota
has brought the experience of adventure branch and in the western region at the
as a family SUV designed to meet the Kisumu Toyota branch.
demands of the modern family that needs a
luxurious SUV that is powerful, comfortable,
offering distinctive sleek yet bold design.
The customers were assured that TKEN
would endeavor to contribute to the
development of Kenya by investment and
provision of comprehensive automotive
solutions and more.

TOYOTA CUSTOMER APPRECIATION EVENT IN MOMBASA

The customer appreciation event took place on the 15th July 2016 TKEN MD Mr Yotsukura delivering his speech during the event.
at the Mombasa office and combined with unveiling of the NG Hilux
& Fortuner, earlier launched in the capital city Nairobi. The Mombasa
branch team had invited their customers for this event that included
Yamaha, Hino, CASE and Toyota.

The MD Sachio Yotsukura highlighted to the customers TKEN’s 7
branches, 6 dealers and 13 TKASC (Toyota Kenya Approved service
centers). He thanked the customers for mutual business support and
attending the event. The customers were also requested to book for a
test drive at the branch for the NG Hilux and Fortuner.

The Mombasa branch team introduction TKEN Chairman Mr Awori (2nd Right) and TKEN MD
by the branch leader Njoroge. Mr Yotsukura engaging with customers.

KAWARABAN September | October 2016 Distributors 5

KAWARABAN

TOYOTA KENYA LIMITED

CUSTOMER PROMISE TRAINING

TKEN customer promise 2013 was Key attributes and crucial areas are in With the “customer first” mindset in TKEN
revamped, Mr Sachio Yotsukura (TKEN MD) prompt and professional customer service towards everything we do and the service
requested all teams to hold sessions and delivery which will ensure we continue to we provide being geared towards quality,
map their strategy to the customer promise earn the trust of our customers through the teams have come up with the Customer
so as to bring in a series of action areas and proven expertise, superior quality products Promise strategy.
commitment. This is driven by all teams and customer service. The customer needs
focusing on customer promise in their areas to always feel that they are getting best
of performance and how they will deliver the value for their money and a lasting value.
WOW experience to the customers.

The HR and General Admin teams aligning the customer promise to their strategy.

TKEN Customer promise

• We will give you, lifetime of value and enjoyment.
• We will be people and place you will love to visit.
• Everyone you meet will love to serve you.
• We will listen to you and understand exactly what you want.
• Your feedback is valuable - we appreciate it.
• We will respect and appreciate your time.
• You will be our best ambassador.

TOYOTA EXPANDS TO EASTERN SIDE OF THE COUNTRY

TKEN opened TKASC (Toyota Kenya approved Service Centre) at the Eastern Makueni Toyota Kenya approved Service Centre
region bringing the number of TKASC in the country to 13. The TKASC opened at
Makueni, supports devolution in the region and opens a window for an advanced
training centre for mechanics graduating from the Technical Training Institutes
within the County. The function was graced by H. E Governor for Makueni Kibutha
Kibwana and TKEN Managing Director Mr. Sachio Yotsukura.

The Makueni County Governor HE Kibutha and Makueni County Governor HE Kibutha,
TKEN MD cut the tape to officially open the TKASC. tests out the Yamaha motor bike.

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KAWARABAN

TOYOTA KENYA LIMITED

GLOBAL CODE OF CONDUCT AND ETHICS LAUNCHED IN
TOYOTA KENYA

TKEN launched the global “COCE” (Code be, no matter how much profit the action TKEN MD giving his speech
of Conduct and Ethics) on 1st July 2016 will make, if an action is against the spirit of during the COCE
as stipulated by TTC for all TTC group this COCE, it is not allowed. This is without
companies. All staff gathered at 16:30pm any exceptions. By following this COCE, we
to listen to Mr Sachio Yotsukura (TKEN must be a group that has a strong spirit of
MD) message on “COCE”. The “COCE” self-restraint and self-governance, a group
highlights the 10 principles that all TKEN that is trusted by the society because of the
employees should follow as they conduct good it does and brings about, and thereby
business. The Global “COCE” was shared all members are proud to be a part of.
with all employees immediately after the
launch together with the MD’s message. TKEN embraces of “COCE as a way of
Visual representation is also displayed in achieving its vision and growing with the
all key areas within TKEN headquarters people, the society where we operate
and branches. and more.

The post launch has seen the” handbook” Toyota Ngong Road after all members signed the COCE global code
issued to all TKEN employees for ease of
reference. This drive is key in supporting
the TKEN vision of being a place where
customers love to visit and people love to
work. Quoting Mr Jun Karube President and
CEO TTC on “COCE”.

“Safety and Compliance is the foundation of
all of our business”, this is the key message
I have been keeping sending you through
several occasions and will keep on doing
so. No matter how happy our customers will

TOYOTA WELCOMES DEPUTY MANAGING DIRECTOR

TKEN welcomed Mr Arvinder Reel as Deputy Managing Director in August
2016. Arvinder was happy to be back in Kenya and back home! He indicated
in his welcome correspondence that “TKEN has always been very close to
my heart since this is where I started my career.” He highlighted that with
the industry being dynamic and facing challenges, the Customers First focus
continues to be crucial and emphasized that ‘Customer satisfaction” and
“Value Add” are key attributes.

TKEN looks forward to starting the journey together in achieving “You will
love the Toyota experience”. We appreciate immensely his leadership and
support given his great and vast experience in the industry. His direction
during mapping the customer promise to the CR, SSP & Marketing sessions,
was that TKEN needs to get the 4Ps right – Have the right Product, in the right
Place, with the right Promotion at the right Price!

Mr Arinder Reel TKEN deputy MD

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KAWARABAN

TOYOTA MALAWI LIMITED

MEDICAL EQUIPMENT DONATED TO QUEEN ELIZABETH CENTRAL
HOSPITAL

On the 23rd of June 2016, Toyota Malawi support this area because we understand program which focuses on health,
made a donation of medical equipment that children are key to the future well-being environment, road safety and education.
worth 6 Million Kwacha to the pediatric of the Malawi economy. Principal Hospital Some of the equipment donated were
ward of Queen Elizabeth Central Hospital Administrator at QECH, Chikumbutso patient monitors, food trolleys, baby
(QECH). Tambala thanked TMAL for the timely weighing scales, oxygen cylinders, oxygen
donation saying the pediatric department cylinder carriers, rechargeable batteries and
In his remarks during the donation faces a lot of challenges and the donation foldable screens to name a few.
ceremony, TMAL General Manager for will go a long way in providing different
Corporate Affairs, Andrew Katimba, said the services to the children. He emphasized QECH is one of the largest referral hospitals
donation is a token of appreciation to the that the nurses’ efforts are in vain without in Malawi which caters for the entire
Malawi government for the business that the necessary equipment and therefore the Southern Region. It is located in Blantyre,
TMAL receives. equipment donated by TMAL will help to which is the hub of business. People in
save the human capital that will help in the the city are also referred to the institution
Katimba emphasized that the donation was development of the country. especially when they have delicate cases
made to the pediatric ward in particular that cannot be treated at Health Centre level.
because most of the challenges that the The medical equipment donation forms part
health sector face, starts in the pediatric of TMAL Corporate Social Responsibility
wards and therefore Toyota is bound to

TMAL and QECH staff pose for a group photo TMAL Corporate Affairs General Manager Andrew Katimba
(L) handing over some medical equipment to QECH staff

THE NEW IMV – HILUX AND FORTUNER LAUNCHED IN MALAWI

The New Generation Hilux and Fortner Malawi market. Customers had also the taken through product knowledge training at
models were successfully launched in style opportunity to see, feel and experience the Kumbali Lodge on 23rd and 24th May 2016
at the magnificent Umodzi Park at the Bingu New Generation Hilux and Fortner at the which was facilitated by Rudi Wiggill, Trainer
International Conference Centre in Lilongwe launch event. from TTAF. Also in attendance were Nicolette
on the evening of 26th May 2016. The Holshausen, Marketing Coordinator and
launch event attracted over 400 customers With the tag lines Unrivalled Toughness Kensuke Onigata, Executive Coordinator,
and prospective customers from the Untouched Legacy, the guest of Honor, both from TTAF and Brian Simasiku and
Government, corporate, Small and Medium Minister of Transport and Public Works, Hon. Chisala Kalumba, Sales Consultants from
Enterprises (SME), Non-governmental Malison Ndau, MP, unveiled the units which Toyota Zambia.
Organizations (NGO) and individual/family were then unveiled to the Blantyre Business
market segments. community on 10th June 2016 where the Toyota Malawi also took the media fraternity
Blantyre City Mayor, His Worship Noel to a special treat where media houses were
The main objective of the launch event was Chalamanda was guest of honor. briefed about the new Generation IMV on
to create and increase awareness of the 25th May at Kumbali Lodge.
New Generation Hilux and Fortuner in the Before the main launch in Lilongwe, the
Sales team and Technical training team were

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KAWARABAN

TOYOTA MALAWI LIMITED

THE NEW IMV – HILUX AND FORTUNER LAUNCHED IN MALAWI...
CONTINUED

Speaking during the main launch in Customers were treated to a cocktail of A Lady customer testing
Lilongwe and the unveiling ceremony in drinks, snacks and entertainment ranging one of the launch units
Blantyre, Arvinder S. Reel, then, Managing from traditional dances by the Cultural
Director of Toyota Malawi said that Toyota is Dance Troupe and live band performance by
committed to providing innovative transport Mingoli Band.
solutions that meet the ever changing
needs, taste and style of its customers. After the Lilongwe launch and the unveiling
Arvinder also took the chance to introduce in Blantyre, the hype and excitement of the
Mr. John Connell as new Managing Director New Generation IMVs was taken to Nchalo
of Toyota Malawi. where the units were showcased alongside
a golf tournament and a ladies day.

MD. Arvinder Reel delivering a speech Mayor of BT City, Councillor Noel Chalamanda, Guest of honor

A cross section of the audience at Launch Models pose with the new Hilux

Display of New Hilux and New Fortuner Heritage model line up Hilux
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Distributors 9

KAWARABAN

TOYOTA (MAURITIUS) LTD

LET’S INNOVATE AND CHALLENGE!

TMAU Aftersales Team decided to try and do Mauritius Facebook page, Toyota Mauritius Aftersales techician doing a
things differently. website, mass SMS’s and the distribution of vehicle diagnostic check
A5 flyers.
They came up with a new concept of going
to the customers in their environment The high rate of referral and on the spot
to offer their expertise during a three conversation rate was a pleasant surprise.
day campaign (1-3rd of July 2016). The The positive feedback received by customers
objective was to offer 60mins on the spot made the overall concept a success, our
servicing’s, discounts on genuine parts and customers appreciated the ability to witness
speedy body and paint quotes to customers and interact with the technicians working on
located in the Eastern part of the island. their vehicles.

The channel of communication chosen
for the campaign was through the Toyota

Aftersales techinicians assessing vehicle Aftersales technician at work Overall Location & setup for
on customer vehicle Aftersales Event

ANZEN SAFETY RALLY IN RICHE TERRE

The third edition of our ANZEN Safety Rally safety implies also safety of our colleagues be very careful while driving back home,
was held on the 26th of August 2016 in the and those of our families. He stated that the to use the defensive driving instructions as
presence of, our Managing Director, Chief nature of our activities involves risks, but if road accidents have been increasing in the
Operating Officer, After Sales Director, as all precautionary measures are taken and country. He closed his message by repeating
well as visitors Minehiro Kishi and Itaya we abide to all laws, safety instructions and that ANZEN starts with us first.
Shogo from TTC Japan, Jaemin Kim and wear the necessary protective equipment
Peter Kungeke from TTAF South Africa, accidents at work can be avoided. He Mr Peter Blomefield, TMAU COO expressed
including all Managers and employees. stressed that in all Management messages his sincere gratitude to all employees for
Everyone gathered in the Workshop to kick ANZEN has a key importance. For example their continuous support and efforts in
off this event. in the COCE, ANZEN/Security at work is the ANZEN activities within Toyota Mauritius.
first commitment. He added that We, as Toyota Mauritius
The ANZEN/HR Manager welcomed them surely recognize the importance of
all and explained the purpose of the ANZEN Near misses and minor accidents, if not human life and in accordance with the
Safety Rally. This was followed by Mr Arvind tackled and necessary measures not taken fundamental principles of human dignity,
Issur, TMAU MD explaining the importance on time can result in fatal accidents. Mr Issur we will sincerely attempt to respect and
of safety at work and in our daily lives. This informed all that a zero tolerance policy is follow the given guidelines focusing
is the third consecutive year that, on request adopted by TMAU and that management is on cultivating human resources and
of TTC, we are conducting such rally for the sparing no effort and resources with regards sustaining an “ ANZEN First” culture.
benefit of all our employees. He reminded to the safety of our employees and our work
employees that ANZEN starts with us, our environment. He also asked employees to

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KAWARABAN

TOYOTA (MAURITIUS) LTD

ANZEN SAFETY RALLY IN RICHE TERRE...CONTINUED

In commitment to our Safety Rally, we Safety Rally COO’s Speech Safety Rally Flag Signing
pledge to; Safety Rally HR’s Speech Safety Rally MD’s Speech

• Safety Patrols by TOP Management FT 86 on display at Motor show
• Be “On site”, “ Hands on” , and “In Touch”
• Periodical self-assessments

Speeches were followed with a presentation
on Accidents and Lost Time Injury that
occurred in previous years as well as the
beginning of this financial year. The pictures
of the accidents were shown, root causes
and countermeasures explained. The TMAU
Safety declaration was explained to all
employees by TMAU HR Manager. This was
followed by a silent pray for all victims of
the accidents and all employees signing the
Safety Flag as part of their commitment.

THE 2016 MAURITIUS MOTORSHOW

The 2016 edition of the Motor Show pulling made an aggressive communication
in Mauritius was held at the Swami campaign using press, radio and digital
Vivekananda Convention Centre in Pailles which resulted in a massive attendance of
from the 5-7th of August. approximately 55,000 people during the
three days.
This year we saw the participation of all
major competitors in the local automobile This year’s motor show was purely on
industry such as Nissan, Kia, Honda, exhibition basis, resulting in no sales being
Renault, Audi and of course Toyota. allowed however on the basis of booking
vouchers, TMAU achieved 154 bookings.
The organizer, a major local media group
which happens to be quite effective at crowd

New Generation Hilux Display Toyota stand at the 2016 Motor Show Toyota stand draws attention
at Mauritius Motor show

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KAWARABAN

TOYOTA UGANDA LIMITED

TOYOTA LAUNCHES THE NEW GENERATION IMV

The 15th – 22nd June 2016 saw the launch Training Manager – Futsum Yosef and the guests asked questions about the products
of the New Generation Hilux and Fortuner Sales Team under the leadership of the and services offered by Toyota Uganda,
at the inaugural event held at Namanve National Service Manager – Robert Mckay. a session that was quite interactive and
Industrial Park. Different from the previous educative. This took place before Sales
launches, the execution at this event was The guests included; - Government officials, Leader – Carol Aneno together with the
through a mass participation test driving corporate clients, motor journalists, motor NSSM – Baisama Awori took customers
exercise by the invited guests to bring to life enthusiasts, rally champions among others. on a walk around the vehicles to explain
the theme: “TRIED AND TESTED: PROVEN The launch route started at the Kyadondo the new features and benefits on the
TOUGH”. Rugby Club grounds where the guests unveiled models.
parked their vehicles and got onto guided
Among the guests that appreciated the new Coasters to be transported to the event. TUGA MD Mr Mahmood then delivered his
kids on the block was the Lady Rally Driver All the vehicles parked at the grounds had a speech, appreciating the Toyota customers
Sarah Muwonge who mentioned to the press courtesy wash to say, “Thank you for joining for their business partnerships as well as
team, “I have never known these vehicles the launch”. emphasized the TUGA team’s pledge to
can do what I just witnessed. Maneuver delight their customers.
through obstacles without accelerating or The TUGA Management team led by the
using the brakes that was fascinating”. The Managing Director – Mahmood Omar hosted Thumbs up for the Marketing ladies Lucy
test drives were supported by the Technical a quiz at the launch where customers and and Sarah for an event well organized.

Brand Ambassadors manning the MD delivering opening remarks at the Mgt.Quiz New Fortuner Test Drive
Fortuner at Acacia Mall

Carol & Baisama conducting a New Hilux on test drive Customer test drive sessions
walk around the new IMVs

TOYOTA LAUNCHES OUTREACH TO READ IN WESTNILE REGION

Toyota Uganda’s CSR footprint through the that took place on the 22nd June 2016 in distribution of 8400 literacy readers with
Outreach to Read Program has expanded Arua District at Arua Public Primary School teacher’s manuals in both the English and
to the third region of TUGA’s footprint in the follows the commitment to be true to the Lubara languages and more than 3000
West Nile Region in the North Western part societies we operate in where the newest Captain Motto Child Road Safety Readers to
of the Country. ASC – NN Toyota opened early this year. promote road safety and awareness.

The 3rd launch over the last three years Eight schools from both the district and To further support the campaign under the
after Gulu (2014) and Fort portal (2015) municipal divisions benefitted from the theme “READ BEFORE YOU TAG”, Tag Rugby

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KAWARABAN

TOYOTA UGANDA LIMITED

TOYOTA LAUNCHES OUTREACH TO READ IN WESTNILE REGION
...CONTINUED

Sport was introduced to all the READ schools literacy growth in the country, an initiative The Deputy Chief Administrative Officer,
two weeks before the launch and what an it shall pursue for another two years and Arua District who delivered the speech from
amazement at the event when the eight monitor it’s contribution to be a better the Resident District Commissioner further
schools competed amongst themselves in a Ugandan child who is able to read and appreciated TUGA for the initiative and
sport that develops good character traits to write. He appreciated the support of the emphasized to the head teachers, the class
include; - leadership, teamwork, discipline, government officials accorded to the Toyota teachers and school administrators present
brain coordination among others. team led by the National CR Manager that they at government level through the
Joweriah in selecting the schools and District Inspector of Schools shall conduct
The program that was flagged off in the holding them by the arm to the launch date. several audits to ensure that the material
region by the TUGA MD – Mahmood Omar given to the schools is properly utilized to
attracted positive comments and appreciation The Regional Traffic Police Officer - ASP benefit and improve the performance of the
from the government officials and school Washington Labeja appreciated Toyota region academically.
administrators present not to mention the Uganda for incorporating Child Road Safety
locals in the area. For Toyota Uganda an Education in the outreach to read program He also requested the District Sports Officer
organization in the motor industry to be and pledged his support in all other activity to mobilize more sports teachers in West Nile
interested in the education of the children of the company will desire to run that would region to learn Tag Rugby sport and introduce
Uganda is something all corporate companies require the participation and involvement of it to more schools in appreciation of Toyota
even in Arua itself should emulate said the the Uganda Police Force. He emphasized to Uganda’s effort in re-introducing the game
District Sports Officer. the students the key aspects to watch out in the region that had died out completely in
for while using the roads to reduce child the 1990’s. It’s been agreed that two centers
The MD in his remarks mentioned the fatality rates in the region for they are the supported by TUGA shall monitor the growth
fulfilment Toyota Uganda has in supporting future of the country. of the game in the region.

(L) OTR Arua launch kicks-off with the READ School Tag Rugby Competition, MD Mahmood Omar & Regional
Traffic Police Office ASP Labeja deliver their speeches, Handover of READ Materials

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KAWARABAN

TOYOTA UGANDA LIMITED

GLOBAL CODE OF ETHICS & CONDUCT LAUNCH

The 1st of July 2016 saw the launch of the work environment, compliance with all as the key of reference to all TUGA’s EHS
Global Code of Ethics and Conduct (COCE) applicable laws and regulations e.g. anti- operations followed by the signing of the
which embodies the group’s fundamental corruption, anti-trust, competition, trade ANZEN flag to commit to “Safety Starts with
philosophy and integrates them into the ten laws and regulations, commitment to Me” continued throughout the week through
concrete actions the team will always enforce accurate financial reporting, accountability the distribution of the COCE Handbooks
in the day to day operations of the business. for compliance with all company rules, and signing of commitment letters by the
integrity – honesty – transparency to protect staff. The National HR Manager – Paul
From a communication by the President & and develop trust among all stakeholders, Rugambwa shared a creed every week to
CEO Mr Jun Karube shared at the launch, contribution to the sustainable development further support understanding and transition
it was emphasized that, “No matter how of society, promotion and pursuit of of thinking amongst staff. COCE frames and
happy our customers will be, no matter environmentally friendly corporate activities, plaques in both the internal and external
how much profit the action will make, if an increased value add through innovation and customer interfacing areas of the business
action is against the spirit of this COCE, it is Kaizen, respect for human rights as well as have supported the journey to a safer and
not allowed and this is without exceptions embrace diversity and inclusion with the compliant environment in the business both
for Safety and Compliance which are company and society. at Head office and at the branches.
the foundation of our business”. The ten
point creeds included; - commitment to The launch which incorporated the unveiling
“ANZEN” to create a safe and healthy of the “Toyota Tsusho Global Safety Standard”

Far (L) TUGA MD – Mahmood Omar explains the 10 creeds to staff, takes the lead on signing of the ANZEN
Flag, Staff commit to Safety by signing the Flag and Team Shot after the Launch

USAID - RTI PARTNERSHIP IN A NATIONAL LITERACY PROGRAM

United States Agency for International skill development through the introduction Sports to improve the quality of education,
Development (USAID) under the implementing of Tag Rugby in the schools. emphasizing early grade reading and HIV /
partner RTI Uganda received a $7000 boost AIDS education to address reading ability of
on the 10th August 2016 towards childhood During the handover at Toyota Head Office, about 3.5m children, support 800 children
early grade literacy in rural areas of Uganda. the Chief of Party - Research Triangle living with HIV/AIDS through education. It aims
Institute (RTI) International Saeeda Prew, to reach out to 18,000 Schools in the country
The funds donated by Toyota Uganda in said the literacy program under USAID with other partners under the same USAID.
a bid to acquire and equip schools and Uganda School Health and Reading project It also intends to focus on strengthening the
learning center’s with scholastic materials aims at improving the reading ability of government system and build staff capacity.
present TUGA a pool of more than 3400 children in early grades and health seeking The program since 2012, has trained 20,636
schools spread nationally that it will behaviors in schools. She further mentioned teachers on early grade readings and 10,202
select from to increase the Outreach To that the 5-year project Toyota Uganda teachers have also been trained to deliver HIV/
Read Footprint through Child Road Safety has partnered up with was implemented AIDS education.
Education and awareness as well as sports to support the Ministry of Education and

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KAWARABAN

TOYOTA UGANDA LIMITED

USAID - RTI PARTNERSHIP IN A NATIONAL LITERACY PROGRAM
...CONTINUED

Toyota Uganda MD Mr Mahmood Omar It will also support the staff looking after right education, the country is assured of
mentioned during the handover that CSR in the business to tap into the wealth the right generation,” and he called upon
the partnership with USAID/RTI aims of knowledge in evaluating and monitoring all corporates in the nation to support the
at strengthening the Outreach to Read large based programs. He emphasized that cause saying it will improve the quality of
Program that the business looks to launch “Education is a key element for the country’s labor force in the country as well as give the
in all the districts Toyota will have footprint. future and development, if the child gets the children of Uganda an opportunity to learn
how to read and write.

TUGA MD Mahmood Omar listens TUGA MD Mahmood Omar TUGA’s NSM Robert Mckay & NCRM Joweriah
to RTI’s Saeeda Prew during presents cheque to Saeeda Prew Butele join the RTI Team in a group presentation.
the introductory meeting.
– Chief of Party RTI Uganda

TOYOTA ZAMBIA LIMITED

TOYOTA ZAMBIA AND PEPZ JOIN FORCES

Organisations seek to build deeper supplier relationships. Partnerships are the lifeblood Mr. Dino Bianchi in the company of the TZAM
of corporate supply chains in today’s scale-driven, technology-intensive economy, said NHR Manager Mr. Thaddeus Lubinga and
Toyota Zambia Managing Director Dino Bianchi.
Corporate Affairs Manager Mr. Kennedy Kabaghe
Mr Bianchi made the remarks during the signing of a co-operation agreement take a group with Mr. Bayo Akindeinde with the
between the Toyota Zambia and the Private Enterprise Programme Zambia (PEPZ) PEPZ team at Lusaka Toyota show room.
which sees the two organisations working together on local supplier development to
increase the number of competitive Zambian enterprises supplying Toyota Zambia’s
main operations.

“We respect business partners such as suppliers and dealers and work with them
through long-term relationships to realise mutual growth based on mutual trust. We are
therefore pleased to collaborate with PEPZ to facilitate and support the development
of qualifying Zambian suppliers to the level where they will be eligible and suitable for
contracting by Toyota Zambia,” said Mr Bianchi.

Under this agreement, PEPZ will identify, select and screen Zambian enterprises for
the initiative. It will further conduct assessments on selected suppliers and provide
recommendations on areas of capacity building support needs for each supplier.

Speaking at the same event, PEPZ Team Leader, Bayo Akindeinde said: “PEPZ
strongly believes there is a commercial case for large companies such as Toyota

KAWARABAN September | October 2016 Distributors 15

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TOYOTA ZAMBIA LIMITED

TOYOTA ZAMBIA AND PEPZ JOIN FORCES...CONTINUED

Zambia to purchase more locally to In Zambia, the private sector mainly consists PEPZ aims to boost the development of a
shorten extended, import-dependent supply of micro, small and medium enterprises that competitive private sector and contribute
chains, and to reduce costs in products generate a large share of employment and to poverty reduction by building sustainable
where Zambia is competitive.” income opportunities. Often, however, their linkages between small-size enterprises,
development potential remains untapped, their larger scale business partners and
“We are excited to partner with Toyota as firms operate in isolation, are locked support institutions through their Business
Zambia to increase local SMEs’ participation into uncompetitive production patterns Linkages Programme (BLP).
in the company’s supply chain. The ripple and unable to approach dynamic business
effects of such an undertaking are enormous partners that could bring in new expertise
and we look forward to seeing SMEs thrive and know how.
as a consequence,” he added.

TZAM Managing Director - Mr. Dino Bianchi and PEPZ Team Leader – Mr. Bayo Akindeinde signing the partnership agreement.

TOYOTA CONTINUES TO PARTNER WITH BEIT CURE HOSPITAL

August 31st 2016 was yet another special of ZMW 50, 000 each, the first hand over giving to Beit Cure Hospital since its
day for Beit Cure and Toyota Zambia for 2016 was done on the day. inception. “We appreciate the continued
Limited as Toyota Zambia reaffirmed its support from Toyota and I’m particular
commitment to supporting the provision of He further stated that Toyota Zambia and heartened from the discussions on ways
quality health care for the less privileged Beit Cure will explore more ways and means we can partner together in the future” Mr.
through partnerships with health care of supporting Beit Cure to access more Caspari said. The Executive Director further
providers like Beit Cure. support and funding so that more children said that it was because of the support and
can have access to quality medical care. help from partners like Toyota Zambia that
Toyota Zambia Managing Director Mr. Dino Beit Cure has continued to deliver quality
Bianchi stated that this year Toyota Zambia Mr. Maarten Caspari who is the Executive health care and bring a lot of hope to kids
will support Beit Cure Hospital with a Total of Director thanked Toyota Zambia for the who need it most.
ZWM 100,000, payable in two instalments generous support that Toyota has been

World Dr. Kachinga Sichizya (also a TZAM Managing Director - Mr. Beit Cure Hospital staff pose for a
Doctor at Beit Cure), Mr. Dino Bianchi and Dino Bianchi handover the Photo after the Cheque handover.
Dr. Giorgio Lastroni share a light moment
Cheque to Beit Cure Executive
during the tour of the Hospital. Director – Mr. Maarten Caspari.

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TOYOTA ZAMBIA LIMITED

TOYOTA PARTNERS WITH WORLD VISION ZAMBIA

Toyota Zambia Limited has partnered with Zambia’s Corporate Social Responsibility support will help World Vision in its mission
World Vision Zambia to rehabilitate a 1x2 strategy of supporting tangible programs in to improve the lives of the communities.
classroom block at Ndaiwala Primary School areas of education, health and road safety.
in Lundazi District of the Eastern Province. “The generous support of corporates
Mr Hashimoto went on to say that Toyota like Toyota Zambia makes it possible for
In this Project, Toyota Zambia has provided Zambia Limited is honoured to partner with our organization to exist and make the
funding amounting to $11,260 towards the World Vision to rehabilitate a classroom communities a great place to live in for the
rehabilitation of the said classroom block. block at Ndaiwala Community School in vulnerable children,” stated Mr Kelly. Also
Lundazi District. Mr. Hashimoto explained present during the handover of the funds
During the Presentation of the Cheque to that it was the sincere hope of Toyota Zambia to World Vision was the District Education
World Vision, Toyota Zambia Chief Operating that the rehabilitation of Ndaiwala Primary Board Secretary for Lundazi District and the
officer Mr. Taro Hashimoto said that Toyota School will impact positively on the lives of Head Teacher for Ndaiwala Primary School
Zambia recognises the important role that school going children more especially the who both expressed their gratitude to Toyota
World Vision plays in providing quality less privileged in Lundazi District. Zambia and World Vision and committed
education to various communities in this to ensure that the project benefited the
country. He further stated that World Vision Acknowledging receipt of the funding, the community.
Zambia’s programmes are in line with Toyota National Director mentioned the financial

TZAM Managing Director - Mr. Dino Bianchi handover the TZAM Chief Operating Officer Mr. Taro Hashimoto delivering
Cheque to World Vision National Director – Mr. Mark Kelly his speech during the Cheque handover.

World Vision National Director giving his speech TZAM, World Vision, District Education Board Secretary and the
during the Handover ceremony. Head Teacher take a group photo after the
Cheque handover Ceremony.

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TOYOTA ZIMBABWE (PVT) LTD

TOYOTA HOSTS PRODUCT TRAINING IN MASSA

From the 13-15th June 2016, TZIM demonstrations and further explanations The training not only helped attendees
welcomed Mr Rudi Wiggill and Mrs Linda ensuring thorough understanding of our understand their product and how to
Butler from Toyota Tsusho Africa (TTAF) to products and all its changes. confidently sell, but also gave them the
Harare to conduct product training for the opportunity to ask questions often posed to
new generation Hilux and Fortuner. The Training consisted of two groups split into two them by their customers, gaining needful
training was attended by TZIM sales staff, sessions, and ending on day three with both insight on how to positively reply in difficult
logistic teams, Toyota dealers, CRM and groups at donnybrook raceway, where not only situations. TTAF were encouraged to keep
sales administration departments. new generation and current generation Hilux providing such value added services,
models were available but also competitor and are welcomed back to continue such
With theory lessons consisting of product vehicles (Ford Ranger and VW Amarok), giving informative and practical training sessions
positioning, features and benefits, attendees the opportunity to fully compare, for all TOYOTA product.
improvements and comparisons between understand and experience all that they learnt
old vs new as well as Toyota vs competitors. in the classroom.
Physical vehicles being on hand for

Group 1 at Donnybrook Raceway product Mr Rudi Wiggill (TTAF) demonstrates
Mr Rudi Wiggill (TTAF) conducting theory test drive session with Mr Carl Varga (centre) the CG IMV handling
training at Toyota Zimbabwe training centre. TZIM National Sales & Marketing Manager

Product lineup available for the test drive Group 2 at Donnybrook Raceway product test drive session
sessions at Donnybrook Raceway

MAKING TOYOTA ZIMBABWE PROUD Prosper Gwiza receiving his Certificate of
Achievement from Carl Varga
Toyota Zimbabwe’s Mr Prosper Gwiza became the first ever salesman to break the record
by achieving a 100% pass mark on the National Sales Skills examination (Round 2) which (National Sales & Marketing Manager)
is held for all TTAF distributors.

Prosper Gwiza who came 1st overall in 2015 Sales skills contest, is the first salesmen
to achieve 100% for the written examinations held in 2016. A result of his passion for
the brand, product knowledge, sales skills and training opportunities through Toyota
Zimbabwe.

This will not only benefit Prosper as a person but it goes on to benefit our valued customers
who will have the confidence of being served by a salesman who is qualified for the job.
Well done Prosper for the hard work and for lifting the TZIM flag so high, best of luck into
the finals.

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TOYOTA ZIMBABWE (PVT) LTD

TZIM EQUIPPING DEALERS

In an ever changing and fast paced To make Dealer reporting easier on our Krienke in educating the dealer network
corporate world, training and development Warranty department, Dealer Development about FTR’s and warranty. The trainings will
is an indispensable function. As customer set up a FTR/Warranty training which went ensure accuracy on reporting and that will
expectations continue to increase, Toyota on for three weeks with the last session assist in planning and forecasting.
FTR’s and Warranty have become important ending on the 9th of June 2016. The training
value added means in maintaining high started off with presentations and general The photos show technicians from BR
levels of customer satisfaction and also questions followed by mock inspections on Toyota Harare and Masvingo Toyota together
as an excellent marketing tool for Sales a customer vehicle in the service centre. The with Masimba Robson Tsikayi from National
and Marketing when selling vehicles or dealer liaison manager Shana McKeown Service and Cannon Krienke from TZIM who
spare parts. is working hand in hand tirelessly with did the training. All in all a successful three
the Dealer development manager Cannon weeks of training enjoyed by all attendees.

Training in progress for Toyota Zimbabwe Dealers Training Sessions in action

EMPLOYEE WELL BEING PRIORITY FOR TOYOTA

“There is nothing that can substitute a and educate others on health matters either important facts such as that among all the
healthy workforce in every organisation”. by experience or with the assistance of cancers, prostate cancer has the greatest
When health is absent, wisdom cannot Health professionals. casualty rate.
reveal itself, art cannot manifest, strength
cannot fight, wealth becomes useless and On the 28th of July 2016, Toyota Zimbabwe This goes on to benefit not only the
intelligence cannot be applied. To create a afforded the men peer educators the employee but the employee families being
positive, safe and healthy environment for opportunity to attend the cancer awareness educated enough on the topic to in turn
employees, Toyota Zimbabwe has a group session under the theme “MAN UP AND pass on the knowledge to family members.
of employee representatives known as the GET CHECKED”. Upon return to office the It is up to each individual / employee to
“Peer educators” whose duty it is to console peer educators created awareness with all adapt healthy habits, regular check-ups
co-workers on issues they are living with employees passing the message on from and continue to be aware.
what was learnt, as well as highlighting

KAWARABAN September | October 2016 Distributors 19

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TOYOTA ZIMBABWE (PVT) LTD

ZIMBABWE’S 2016 4X4 JAMBOREE

The jamboree is an annual family event in introducing 4x4 training for its customers to position, drivers had to get through the
which serious and aspiring off-roaders pit this was a perfect opportunity to showcase “gates” with ease.
their off road, hand-eye co-ordination and the 4x4 training vehicle and what the Hilux The 4x4 Training Hilux suffered superficial
mental skills against one another. The is capable of doing. The driver was Mr damage though the same could not be said
focus however is on 4x4 driving. Toyota Phillip “Archie” Archenoul who also does the for the Ford, who surely had to visit the
Zimbabwe has been one of the gold Toyota 4x4 training, Archie was assisted by panel beaters after the competition. Team
sponsors of this event and in recent years Toyota Zimbabwe’s very own Ms Patience Hilux was 6th in the long wheel base section
also took up sponsorship of the Extreme Ushewokunze as navigator. out of the 20 or more competitors. Not bad
Challenge which was aptly renamed for first timers, well done team!
The Toyota Extreme Challenge. The 4x4 The day saw the long wheel base and the
jamboree remains one of the highlights on modified vehicles go through set courses Archie in Action at 2016 4x4
Zimbabwe’s 4x4 calendar. including the mud run, extreme hills, axle Jamboree
twisters and the see-saw. Phillip and
The categories which drivers competed Patience successfully completed the set
in included set courses, the Big Sky mud obstacles for the long wheel base section
run, and the extreme challenge (sponsored without much incidents though the same
by Toyota Zimbabwe). The categories could not be said for the HP Lubes and Duly’
included short wheel base, special, standard Fords. There were also other Toyota’s in the
modified and long wheel base. The 4x4 long wheel base section which completed
club saw it fit to encourage sponsors to the course with ease to the delight of
enter the long wheel base category; HP spectators. The motto amongst the Toyota
lubes, Ford, Isuzu and Toyota were up for drivers was “forward ever, backward never”
the challenge. Since Toyota Zimbabwe is this meant there was not reversing back

TOYOTA DE ANGOLA

CHANGE PROGRAMME 2020

Programme created in 2015. This member, with a greater level of involvement,
programme was purposefully created to as all feel part of this programme.
improve our services to enhance customer
satisfaction and keep our workers’ focus on As the programme also aims at improving
both the business and the customer. internal communications, we feel,
today, tighter links between the various
Every quarter, a theme based on the departments that make up the company
company’s needs is presented and improving and consequently strengthening
discussed in order to understand the cause the Kaizen spirit through continuous
of a particular problem and, after that, enhancements.
an action plan by consensus (directors,
supervisors and team leaders) is created in Greater emphasis is given to the After
order to master the situation. Sales area, where a lower than expected
Customer satisfaction rate still prevails
As a result of the implementation of this (76% vs 80%). Therefore, Parts and
programme, a noticeable increase is Service now receive targeted attention and
apparent in a higher degree of collective greater time exposure as a share of the
responsibility amongst each individual team same programme.

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TOYOTA DE ANGOLA

HINO TOUR EVENT

The Hino Brand Expansion Project of Toyota de Angola was held on
the 8th July 2016 at the Lobito branch. The event was called the
“HINO TOUR” which aimed at bringing together Toyota de Angola’s
Hino clients for a tour of our areas of operation (Sales, Parts and
After-Sales Service). The tour provided a “live” presentation of the
functioning of the various departments and their dedicated staff
members who work to ensure the overall satisfaction of our clients.

Present at this event were the following companies: EASB;
MARCENARIA E ESTOFO (JOINERY AND UPHOLSTERY); TERPONTE;
ÁGUA DA BAÍA (BAY WATER); HACITEC; ENANA; BARWORDS; AFRICA
PHARMACY and PENGUIN.

The event ended with a mini cocktail to improve relations within the
“Hino Family”.

At the end of the event, our guests were satisfied with the skills
shown to support their operations and wished that Toyota ensures
and maintains the quality of all services provided to their clients.

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TOYOTA DE ANGOLA

FLEET OWNERS’ CATEGORIZATION AND DIFFERENTIATION PROJECT

Customer satisfaction is key to the survival involve the following divisions: Sales and
of any company. Satisfied customers ensure Marketing that looks after Fleet Owners,
business continuity, long-term company HINO, Tyres and After Sales service.
stability and is a source of new customers
through free advertising resulting from For analysis and implementation of the
positive experience sharing. project a multi-departmental team was
established. This included the following
To ensure customer satisfaction, it is members of Toyota de Angola:
necessary, first of all, to have a good
understanding of customers’ needs and José Nangonga – Sales Director, also
these conditions are created, both human responsible for Fleet Sales and Project
and material, by providing solutions that Coordinator;
satisfy these needs.
Mário Nascimento – HINO Brand National
To this end, Toyota de Angola will pursue the Director;
implementation of a joint project for fleet
owners, which is to be launched in October Pedro Santos – Tyre Sales Director;
2016. This project will incorporate the whole
chain of the Company’s values and will Osvaldo Madeira – Parts Director; and

Cláudio Reis –– After-Sales Strategy
Director.

PROJECT CONCEPT A meeting of project members

The current setting is marked by a lack of interdepartmental alignment with respect to the
supply of products and services to fleet owners, which results in poor service and a deficiency
in the personal touch backing the services offered. This also causes the message sent to the
fleet owners to be different according to the division in which it originates. This situation, in
addition to generating dissatisfaction amongst fleet owners, distances ourselves from them,
both the traditional clients and new buyers and results in negative publicity for the company.

Therefore, it has become urgent to develop a project to create an integrated service to
customers that can guarantee discerned and excellent treatment regardless of the division
that initiates the contact. With this goal in mind, the following activities were developed over
the last three months:

1. Consolidation of a customer database (Toyota Vehicles, Hino, Tyres, Parts and Workshops),

2. Identification of the major fleet owners (number of Toyota and Hino vehicles acquired in the last three years and retention rate in our
workshops).

3. Selection of key fleet owners.

4. Conducting joint visits to the main selected fleet customers.

5. Consultations to establish the main needs and complaints of these selected fleet customers.

PROJECT VISION
“Provide an IDEAL Service (Integrated, Dynamic, Excellent, Agile and Lasting)”

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TOYOTA DE ANGOLA

FLEET OWNERS’ CATEGORIZATION AND DIFFERENTIATION PROJECT...
CONTINUED

PROJECT MAIN OBJECTIVE
The main overall objective of this project is to strengthen relationships with fleet owners, so that we can create a personalised service that
guarantees satisfaction, customer retention and new customer acquisition through positive testimonials from satisfied customers.

To achieve this objective, we need to implement the following activities:

1. Focus our business relations with customers to establish trust and loyalty;

2. Identify fleet customers’ real needs;

3. Differentiate customers as per turnover with Toyota de Angola;

4. Implement a loyalty programme which takes into account the volume of business between the parties.

EXPECTED BENEFITS FOR CATEGORISED AND DIFFERENTIATED FLEET OWNERS
Selected fleet owners should benefit directly from advantages such as:
Discounts which are standardized, parametrised, defined and included in the project and which encompass the entire value chain of Toyota de
Angola and Credit Agreements.
In addition to these advantages, other benefits may be allocated according to the volume of purchases of Toyota and HINO vehicles and After
Sales services. These include the following:
• Test-drives
• Defensive driving training, including tyre care (fleet drivers)
• Training in preventative maintenance
• Invitation to special events (launches of new models and Tours)
• Recreational activities offered by Toyota de Angola’s management
• Personalised gifts
• Participation in the Toyota Rally, etc.

HINO Tour event participated by several fleet operators Visit to a major fleet owner - ENGEVIA

KAWARABAN September | October 2016 Distributors 23

KAWARABAN

Toyota Tsusho Africa (TTAF) 6th Floor, Atrium on 5th,
Cnr Maude & 5th Street
15 Beechgate Crescent Sandton
Southgate Business Park Johannesburg, Gauteng
Moss Kolnik Drive South Africa
Umbogintwini, KwaZulu Natal Tel: +27 (11) 779-6700
South Africa Fax: +27 (11) 779-6703/4
Tel: +27 (31) 949-5000 www.ttaf.co.za

24 FaToxy:o+ta2T7s(u3s1ho) 9A4fr9ic-a5(3P5ty0) Ltd - KAWARABAN - September | October 2016