1. Jessica Chew Matthew Dupree Shelby Westbrook Chrissy Zirpolo

2. Overview Introduction External and Internal Environment Analysis
Recommendations
Public Apology
Pre-paid Service Plan
Crisis Management Program
Conclusion
Questions and Comments

3. Introduction
Toyota officially established its automobile department in 1933.
Biggest market in Japan
Emphasis on positive experiences
Owns and operates other lines
Initiative to become more ‘green’
In 2008, sales topped $1 million
In the US, expected to see continued sales expansion and production capacity

4. Fierce rivalries and competition Maintained market standing
Environment
External
Internal
Fierce rivalries and competition
Maintained market standing
Extensive feature options
2010 recall issue; accelerator and brakes
New payment plans to entice buyers
Value customers’ opinions; seek feedback

5. Public Apology
Apologized for recall issue, not for losing customer trust/confidence
Commercials and Online Streaming
FOX, NBC, CBS, ABC
Cost ranges from approx. $320,000-$660,000
Public apology on Toyota website
NBA Finals

6. Pre-paid Service Plan Time Period Services Included Cost
1-year or 14,000 miles
Services Included
Service at predetermined intervals
24-Hour roadside assistance
Prepaid maintenance booklet
Timed service reminders
Computerized service history
Monthly break check/ servicing
Cost
$340 per car
$1.8 billion total

7. Crisis Management Program
Timeliness
Respond to the issue before the media can sway consumers against you.
Have a Single Voice for the company
Avoid Contradictory statements
Take Responsibility
Don’t deny that something is wrong and tell consumers that you are further investigating the issue
Resolve the Problem
Whether a recall is needed or it was just a single incidence let the public know about
Create a Crisis Management Team
Team will be international
Answer questions about possible problems with parts and what should be done

8. Questions? Comments