Science TQM, New Quality Management Principle: The Quality Management Strategy of Toyota

In this chapter, a new methodology for the next generation of quality management will be proposed by focusing on the further development of Japanese quality management (TQM). In the main discussion, a new principle of the next generation TQM - “Science TQM, new quality management principle”, will be proposed, and its effectiveness will be demonstrated. Science TQM systematically and organizationally contributes to the solution of management technology issues by capitalizing on the “Science SQC, New Quality Control Principle”.

In this chapter, consideration is given to the “evolution in manufacturing” needed for dealing with the management issues facing Japanese manufacturers, that is, the “key to success in global production is globally consistent levels of quality and simultaneous production worldwide (production at optimal locations)”. The author reconsiders the “steps of management technology of the manufacturing industry”, grasps the necessity for an evolved principle of next generation administrative management technology, from the standpoint of “creation of a new management technology”, and then discuss its effectiveness.

The main concern among the top management or manager class is “quality management which gives customers top priority”. It is extremely important for production creation from now on to “offer precisely and quickly what the customers want before they know they want it”. Grasping the importance of a highly reliable business approach that can realize the foregoing, the author proposes here the “Product Development Technological Method ― Customer Science”. This enables highly reliable quality management, “scientific quality management which is aiming to create “wants” that are indispensable for the strategic creation of attractive products”.

In this paper the author proposes, “Science TQM”, New Quality Management Principle. This principle consists of the “Total Development System, TDS”, “Total Production System, TPS”, “Total Marketing System, TMS”, “Total Intelligence Management System, TIS”, and “Total Job Quality Management System, TJS”. It aims to realize an integrated form of a next- generation management strategy. Furthermore, this paper demonstrates how the utilization of “Science SQC” and a “Strategic Stratified Task Team” contributes systematically and organically to solving quality management problems. Its validity has also been verified through its application within the Toyota Motor Corporation, Toyota group companies, and others.

In forecasting operation of the manufacturing industry in the 21st century, the authors recently proposed “Science SQC, New Quality Control Principle” as a demonstrative-scientific methodology and discussed its effectiveness on the basis of verification studies conducted by Toyota Motor Corporation. This study outlines a new SQC principle “Science SQC”, as a demonstrative-scientific methodology, which enables the principle of TQM (Total Quality Management) to be improved systematically.

The “Strategic Quality Management—Performance Measurement Model, SQM-PMM” was established to enhance the key elements of successful “Science TQM, New Quality Management Principle” proposed by the author. The validity of SQM-PMM as a measurement methodology to ensure future management results through strategic quality management was verified.

This study discusses inter-enterprise link = partnering chains that concretely carries out the platform functions of strategic quality management activities of Toyota group while depending on a framework that recognizes collaborating relation between a parts manufacturer and an assembly manufacture, which is indispensable in producing good products.

A future successful global marketer must develop an excellent quality marketing system that impresses users and continuously provides excellent, quality products in a timely manner through corporate management. In this paper, the author verifies the validity of a “Strategic Marketing Development Model, SMDM” for developing core principle “Total Marketing System, TMS” of “Science TQM”. This paper aims to create a “Scientific Customer Creative Model, SCCM”, a form of strategic marketing utilizing SMDM. Concretely, the author will also introduce the effectiveness of SMDM that reflects latent customer needs through scientific marketing application examples via “Toyota’s Intelligent Customer Information Marketing System, T-ICIMS”.

This paper proposes a “High Quality Assurance CAE Analysis Model” as part of principle-based research aimed at the innovation of design and development processes to ensure quality assurance in these processes employing statistical science. This model’s effectiveness is demonstrated with application examples within the automotive industry. In order to enable the simultaneous achievement of Quality, Cost and Delivery (QCD) to satisfy the requirements of developing and producing high quality products while also reducing the cost and development period, it is necessary to initiate a transition from the conventional prototype testing method to a predictive evaluation method utilizing this model.

In recent years, the management issue in the Japanese automobile industry playing a key role in Japanese manufacturing is “worldwide uniform quality and simultaneous production launch”, in response to current globalization. In order to realize this, it is vital to reinforce Japanese-style partnering, or “Japan Supply Chain Management” between automobile manufacturers and parts suppliers. Against this background, this study proposes and verifies the effectiveness of “Partnering Performance Measurement Model for Assembly Makers and Suppliers, PPM-AS”.

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.

This paper focus on a strategic development of “High Quality Assurance CAE Analysis Model” to be used in development design, then proposes an “Optimal CAE Design Approach Model” that can be used to shorted development design times and improving quality. The model is then used to analyze “cavitation caused by metal particles in the automotive transaxle” and to clarify the technological mechanism generating oil leaks as a result of foreign metallic substances entering oil seals in the drive train.

This paper analyzes and proves the significance of strategically implementing “Science TQM”, which combines the “Strategic task team model”, “Global partnering model”, and “Simultaneous Fulfillment of QCD (Quality, Cost, and Delivery) approach model” verified at Toyota. Studies were conducted by developing Science TQM not only at affiliated suppliers, but also at non-affiliated companies, and aims to achieve harmonious coexistence between these suppliers. The studies successfully achieved simultaneous QCD fulfillment, which is a global management challenge in production.

In this paper, the authors develop the “Video Unites Customer behavior and Maker’s designing Intentions, VUCMIN” as a new strategic advertisement method designed to enhance the desire to visit dealers in the automobile industry. The proposed method uses video advertisement, and was developed based on scientific approaches and analyses that focus on the standard behavioral movements of customers who visit dealers when choosing an automobile. This method, which is based on the different approaches identified in target customer profiles, aims to increase the desire of customers to visit dealers. After creating this video advertisement, customers were verified as having a positive opinion towards visiting dealers with a plan to purchase the vehicle featured in the video.

In this paper, the author shows the effectiveness of flyer advertising utilizing as a core technology “Total Marketing System, TMS”. TMS is part of “Science TQM”, which contributes to constructing a “Toyota Sales Marketing System, TSMS”. This new TSMS is key to scientific automobile sales innovation at Toyota group dealers in Japan. This study describes the “flyer advertising effect”, the “day of the week effect”, and the “new car effect”. Employing the “Science SQC” approach, these effects are acknowledged among those on the front lines of automobile sales as having a high level of investment efficiency and resultant customer traffic.

In this paper, the authors propose a “Highly Precise CAE Analysis Approach Method”, which is intended to contribute to the regeneration of development and design. This model has been applied with significant results in making proposals for bolt tightening behavior analysis, which continues to be an area of concern.

This paper proposes “TJS-PVAM” (Total Job Quality Management System-Patent Value Appraisal Model) that contributes to corporate strategy by utilizing “Science TQM”. Improvement of “patent value” signifies engineers’ value creation at work (invention). The author established a “high performance business model” which raises patent quality. This model consists of several elements each for “inventive technique” and “patent right” in order to explain the indispensable elements of inventive technique and patent right for a strategic patent, and verified the validity of the model at major enterprises such as Toyota. Furthermore, standardization has been carried out in order to spread the effectiveness of TJS-PVAM, and “A-PPM” (Amasaka’s Laboratory Patent Performance Model) has been created and its effectiveness investigated through trial application at major enterprises.