After a tremendous team effort by Conger Toyotalift, Toyota Industrial Equipment presented the Green Bay, Wisconsin, dealership with Toyota’s top North American Aftersales Service Evaluation and Certification (ASEC) award in 2014. The dealership earned the award for implementing a global quality program and applying Toyota’s ASEC concepts throughout the operation. The goal of the program is to improve operational standards to deliver quality and overall superior customer service throughout the organization.
“We believe in Toyota’s ASEC principles and wanted to do more to improve productivity and efficiency at our dealership,” said Anika Conger-Capelle, president of Conger Toyotalift. “We were so committed to the program that we added 32,900 square feet to our facility to accommodate the changes.”
One of the changes made to the dealership was the addition of a new space to house individual all-in-one support systems for inventory, uniforms and paperwork for Conger Toyotalift’s field technicians. The space is close to the technician vans and the parts warehouse, and features see-through doors to quickly see if anything is in the storage area.
“Everyone at Conger Toyotalift really embraced the ASEC program,” said Terry Rains, vice president of aftermarket sales at Toyota. “The result is a more organized and efficient dealership, which carries over to an improved experience for the customer. It’s a great outcome for everyone.”
The Toyota North American ASEC certification program consists of operational standards and 5S organization throughout all aspects of a Toyota dealership. To achieve the award, Conger Toyotalift earned the highest score and ranking out of 69 TMHU North American dealerships; a perfect score in 19 of 25 sections; best performance in management practices; a perfect score in operational practices; and a perfect score in service procedures.
The ASEC program is a global initiative to provide Toyota dealers with a blueprint derived from the world renowned Toyota Production System to provide the highest quality service to customers. The benefits of implementing ASEC at the dealership level are enhanced customer satisfaction and retention; improved departmental and dealership efficiency and effectiveness; a safer work environment and implementation of environmental standards based on Toyota’s ISO14001 Environmental Management System. It also can result in less downtime and lower operating costs for both the dealer and its customers.
About Conger Toyotalift
Founded in 1955, Conger Toyotalift is the number one forklift dealer in Wisconsin. The dealership serves the communities in and around Green Bay, Neenah, Wausau and Upper Michigan. For more information, visit www.Conger.com.
About Toyota Industrial Equipment
Proudly manufactured in the United States, Toyota Industrial Equipment offers a full line of material handling solutions including forklifts, automated guided vehicles, fleet management services and tow tractors. Toyota’s commitment to quality, reliability and customer satisfaction, the hallmark of the Toyota Production System, extends throughout more than 220 locations in North America. For more information, visit www.ToyotaForklifts.com.