Change in Marketing Process Management: Strategic Development of Science TQM - 1
Pp. 95-105 (11)
The purpose of the “Total Marketing System, TMS” is to aid changes in marketing process
management by correctly identifying customer demands, conducting proper business and sales activities
and implementing “Customer Science” to contribute to merchandise development. As an example
application study using “Science SQC”, the author established the “Toyota Sales Marketing System,
TSMS”, an intelligent customer information network system, to improve the repeat customer ratio for
Toyota vehicles. The achievements of the present study are currently being applied at Netz Chiba and
other Toyota dealers.
Science TQM, total marketing system, customer science, science SQC, CAID and cramer’s
analysis, toyota sales marketing system, toyota.
Aoyama Gakuin University, School of Science and Engineering, Japan