To realize excellent operation in outlets through DMS development that : comply

with TAM Blueprint, minimize dealer investment, and have advanced functions
Basic Sales
CRMM Prospecting
In overall process Kaizen
(BSPK)
PROSPECTING

Demand Supply
Operation
&
NEGOTIATION
Toyota Value
SEARCH Chain Kaizen
WORKSHOP (TVC)
BEST IN TOWN PROCESS VISIT

OWN
ORDER
TAKING
PURCHASE
Support

EXCELLENT RETENTION OBTAIN

OPERATION ORDER TAKING

PROCESS

Support DELIVERY
Integrated
COMPUTERIZED CS Kaizen Promptness
& Delivery
SYSTEM Kaizen (PDK)
BP Kaizen
DEVELOPMENT
 Daily Sales Presentation &
Branch Order Prospecting
Activity Negotiation
(Customer data transaction from
Customer ID & Vehicle ID)

Administration Closing
Delivery Logistic
(STNK, Leasing) (SPK & PDD)
CRMM

Delivery Follow
MRS Appointment Reception
Up

Delivery (Teco, Parts

PSFU Production
Washing, Billing) Transaction
CRMM : Customer Retention Management Mechanism

Customer Profile (& Fleet Profile)

Family data
Customer ID Owned Vehicle data
Hobby & Favourites
Customer Historical buying Toyota
Relationship
Management
Vehicle Data
Vehicle ID/
Historical PM-GR Service & BP process
VIN Code
Historical Part Transaction

TVC (Toyota Value Transfer Data new Sales to MRS

Transfer Data vehicle service >50k to Sales
Chain) &
Transfer Basic customer data to Leasing & Insurance Company (TVC)
Hansa renkei
Transfer PDD information to Leasing & Insurance Company (TVC)
Pre Paid Maintenance Package from Sales

TVC KPI provided by system

 Area Demand Supply Sales Logistic After Sales
Process Ordering Allocation MDP Sales Vehicle Delivery & Administration Service, Technical & Warranty Parts

TPOS DEPO
Depo Order Order ETD Delivery
Claim Delivery
Dealer Management System ing Status Info Tracking

Comp Appoint DMS Comp

Customer DMS
laint ment laint

CRMM CRMM
Prospect Parts
ing &
TPOS
SPK Mgmt
Matching Orde Order ETD Delivery
Negotiati Claim
on ring Status Info Tracking
Order Recep Produc Deli
MRA PSFU
Suggestion tion tion very
Outlet Stock

BOSCA TOCS AFI/ TFIRST CR FRIENDS

RSSP Allocation Deli Claim
Order Non- RS DEC Claim
very Submission
Change AFI Settlement
(to TAM)

RSSP Allocation CBU

Claim Complaint
CBU Adm Technical
Firm Validation Handling
Process Support Parts demand-supply and logistic process
Order Order TOWASS Management
Suggestion
DCS Claim
TAM Order Submission
TOPAS
MDP PIO DO
Change PDI (to TMAP)
MDP
YARD OPERATION
Parts Inventory & Logistic System
Vehicle Demand Supply System

Vehicle TLS
AFI DR Delivery
TAM PDC Inventory &
Logistic System PDC OPERATION

Sales Operation Process After Sales Operation Process

MRS
Branch Order connected to Demand Supply System
Appointment
Prospecting Reception connected to BP Insurance TVC & Warranty
Daily Sales Activity Parts Transaction connected to Parts Logistic System
Presentation Production connected to Warranty & Quality System
Negotiation connected to Leasing & Insurance TVC Delivery (Teco, Washing, Billing)
Closing (SPK & PDD) Post-Service Follow Up (PFSU)
Administration (STNK & Leasing) CRMM connected to Complaint System
Logistic connected to Vehicle Logistic System Hansa Renkei (Data Sales Data After Sales)
Customer ID & Vehicle ID/VIN Code
Delivery
Delivery Follow Up Connect with Dealer System
AP, AR, Inventory
 No System Family Related System In/Out Description
A. Integration with TAM Existing System
1 Vehicle Demand & Supply BOSCA Out Branch order submission
In Branch order (allocation) confirmation
In/Out Data download & inquiry
TOCS Out Allocation composition change submission
In Allocation composition change confirmation
In/Out Data download & inquiry
2 Vehicle Inventory & Logistics TLS In Vehicle tracking
Out Customer assignment (based on SPK)
In Delivery planning
Out Delivery request
In/Out PDD information (based on PDC arrival)
In/Out Police registration status
In/Out Data download & inquiry
3 Warranty & Quality TOWAS Out TWC (Toyota warranty claim) submission
Out PWC (Parts WC) submission
Out OWC (Others WC) submission
TFIRST In Campaigned VIN
4 Parts Inventory & Logistics GTOPAS Out Parts order submission
Out Parts claim submission
In Parts order status
In Data download & inquiry
B. Integration with Dealer System
1 Financial Dealer Out Account payable
Finance Out Account receivable
Out Inventory
C. Integration with Others System
1 Value chain Insurance & Out Leasing application
leasing system In Leasing approval
Out Insurance application
In Leasing approval
 Branch Order Ordering unit (change color, change unit)

Daily Sales Activity Daily Sales Activity for Salesman and monitoring by management

After sales data integration (ex: Periodic Maintenance >50K)

Prospecting
Input & maintain suspect prospect & monitoring by management

Presentation & E-catalogue, Test Drive, Leasing & Insurance Calculation, TVC document
Negotiation transfer

SPK (Surat Pesanan Kendaraan) taking and collect customer data

Closing (SPK & PDD) PDD (Promise Delivery Date) by system

Monitor status of STNK, Leasing, Insurance progress

Administration

Logistic Monitor status of unit location, accesories installation

DEC (Delivery Explanation to Customer) document & unit check, Delivery

Delivery customer feedback by system

Generate list of DEC H+1 (+carryover) customer, H+1 Follow up by system

H+1 Follow Up
Sales KPI provided by system
 MRS Sales data integration (ex: after DEC, for 1K service)
Generate list of MRS (Maintenance Reminder System) and carry-over customer,
passive customer, MRS by system

Appointment Online Booking system, Generate list of booking customer (H-1, J-1, J+1)
Service cost estimation (by task list)

Reception Self Reception, Queueing system, Mobile WAC (Work Around Check) &
reception

Parts reservation after appointment, stock monitoring, stock opname,

Parts Transaction pre-picking process
Special order parts, monitoring parts location

Production Job allocation & visual board, Clock-on Clock-off, shared production status
(Foreman, SA/Service Advisor, PTM/Pembagi Tugas Mekanik), Mobile FI (Final
Inspection)
Delivery (Washing, Washing management (queueing), billing status, explanation before delivery,
Billing, Teco) technical complete (Teco)

Generate list of PSFU (Post Service Follow Up) and carry-over customer, PSFU by
PSFU system, non-FIR (Fix It Right) alert
After Sales KPI provided by system
1. Confidentiality
a. Customer data belongs to Dealers
b. Connectivity
i. Dealer PDC : secure internet
ii. Sync dealer PDC : VPN
iii. PDC DRC : VPN

2. Integrity
a. Interface timing (batch or real-time) to be discussed

3. Availability
a. Hybrid architecture
a. Needs application & DB server in branch side
b. Branch server replication interval to be discussed
b. External & internal load balancer
c. Data retention
i. After sales data : 4-years on-site
ii. Sales data : 4-years on-site
iii. Archiving method to be discussed
d. Backup retention : up to 5-set full weekly & 2-set full monthly
e. DRC
i. Capacity : 100% DRC
ii. DRC replication interval to be discussed