Operation Management& Operation Strategy

TOYOTA Toyota (GB) moves up a gear with Mitel Networks CUSTOMER NEEDS The ability to effectively link three remote sites and seven contact centres nationwide, change complete communications between internal and outside customers. To uphold the Toyota and Lexus brands done distinctive marketing and routing of customer queries within multi-purpose sites. To enable minimal loss of time and cost to the business, in a highly competitive industrial sector, whilst allowing Internet-based access through PCs. radical COMPONENTS Mitel Networks 6115 Interactive Contact Centre. RESULTS Effective migration to Mitel Networks 6115 Interactive Contact Centre, with no loss of time or cost to Toyota (GB)s business. increase and improved communication structure between internal and external customers Toyota (GB) contact centres now enabled to function on a 7-day per week basis, promoting more effective customer care. Lowered abandonment rates, providing proof of increased customer service levels since migration in January 2003. Since Toyotas first off passenger motorcar was launched in 1936, the organisations outturn line has built one vehicle every 20 seconds, with a cumulative production total of 90 one million million million cars.

The logistics involved are truly mind-boggling, and communication is the essential division in ensuring that two of the internal and external customers expectations are exceeded through outstanding service and quality. A path to excellence Mitel Networks was chosen to win a solution to help Toyota (GB) to transform the way it communicates, both internally and externally. The expansion and diversification of Toyota (GB) meant that we faced a rapid increase in communications demand. Action needed to be taken quickly if the contact centre operation, located in our head office at Burgh Health, was to be able to keep up to cope effectively, explains Sarah Burke, Facilities Co-ordinator, Toyota (GB) PLC. In September 2002... If you want to get a full essay, order it on our website: Orderessay

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