Toyota Body & Paint Preferred Partner Programme

1 Toyota Body & Paint Preferred Partner Programme2 Contents04 Improving effi ciency for increased customer satisfaction05 Four keys to true Body & Paint excellence06 The Body & Paint process07 Toyota Body & Paint partners08 Preferred partners per repair step09 Working with optimum products27 The Body & Paint shop at work28 Planning for ultimate effi ciency29 Disassembly30 Frame alignment32 Panel repair34 Panel replacement38 Surface preparation40 Painting42 Drying44 Polishing45 Reassembly46 Consistently perfect resultsAbout this guideThis guide provides comprehensive details of Toyota s new Preferred Partner Programme .

2 This initiative is aimed at helping improve services offered by Toyota Authorised Repairer Body & Paint shops and ensuring a consistently high standard of repair across Europe. The guide contains an introduction to all partners whose products have been tested and chosen by Toyota as being highly effective and offering best-in-class results. It looks at the process of planning an effi cient Toyota Authorised Repairer Body & Paint shop, as well as the individual steps of the overall repair route, highlighting the partners that offer superior products for each stage.

3 Contact details throughout Europe for each Partner are also given on the attached & Paint Preferred Partner Programme4 Toyota Body & Paint Preferred Partner Programme version 2007- March 2009 TSM* forms a crucial part of this strategy, helping to eliminate waste and continuously improve effi ciency and performance in order to ensure that every Body & Paint facility achieves the high standards of excellence that Toyota customers expect. TSM not only assesses working practices but also covers facilities and equipment. Body & Paint processes cannot be profi cient without an effi cient workshop and effective equipment.

4 That s why Toyota has created the innovative Body & Paint Preferred Partner Programme . Having tested a wide range of Body & Paint repair products, Toyota has selected a number of companies whose products are of the highest calibre and offer superior results, and who offer reliable, Europe-wide distribution and support. It recommends that all Toyota Authorised Repairers across Europe use products supplied by these companies. They are of course free to choose which supplier they work with from this list of recommendations. Whilst Toyota has negotiated competitive parameters with each Partner , exact contract details should be agreed between the Partner and the Toyota Authorised Repairer.

5 The Programme allows savings made to be reinvested into further improvement of Body & Paint new Body & Paint initiative provides Toyota Authorised Repairers with the key to increasing effi ciency and improving performance, thereby raising revenues and helping to secure turnover. It also offers an additional means to focus on the customer and further increase customer satisfaction. By recommending only the very best products from select partners, Toyota is helping not only achieve new standards of excellence in repair, thereby increasing customer satisfaction further still, but also ensuring that these high standards are consistent across every European country in which it is Preferred Partner Programme focuses on the tools and equipment required for Body shop planning, disassembly, frame alignment, panel repair, panel replacement, surface preparation, painting, drying, polishing and reassembly.

6 Reception, estimation, fi nal inspection, cleaning and valet service, and delivery are not included. The Programme also offers suggestions as to suppliers of effective health and safety equipment and directs Toyota Authorised Repairers to suppliers of high-quality, high-performance spray guns and booths as befi ts the Toyota -DuPont co-branded Paint Programme . Improving effi ciency for increased customer satisfactionToyota has developed a strategy to help exploit the commercial opportunities provided by the Body & Paint business and to ensure that service from Toyota Authorised Repairers across Europe is always second-to-none.

7 This new strategy will allow for the easy setting up of even more modern facilities. It is also designed to help Toyota Authorised Repairers meet the challenges they currently face, such as increased competition from independent Body & Paint facilities, pressure from insurance companies for lower labour rates, and adversely affected revenues due to improved vehicle reliability and extended service intervals.* For detailed information concerning Body & Paint TSM, refer to the Body & Paint TSM evaluation guideMission statementBody & Paint directionUpgrade support to Toyota Body & Paint network to improve Customer Satisfaction and maximise Body & Paint repairer profi Body & Paint Preferred Partner Programme version 2007- March 20095 Network developmentBy means of initiatives such as the Preferred Partner Programme .

8 Toyota s goal is to improve the effi ciency and quality of service offered by Toyota Authorised Repairers across Europe and to increase their number. Through the implementation of TSM processes and their evaluation, every Toyota Authorised Repairer can be sure it is offering superior and competitive service to its customers. Ultimately, all Toyota Authorised Repairers will offer the exact same high standard of service, no matter where in Europe they are & Paint TSMT oyota has created its comprehensive TSM Programme to ensure that every Toyota Authorised Repairer in Europe reaches certain standards in the level of service they offer.

9 TSM procedures help to ensure the continuous improvement of workshop practices to ensure effi ciency, thereby increasing productivity and fi nally raising levels of companiesToyota insurance currently exists in a number of countries and its further expansion is in the pipeline. The establishment of a Toyota insurance activity further enhances the overall Toyota offering by focusing on repair costs and lead times, making it a perfect fi t with the Preferred Partners Programme and helping to boost customer satisfaction and retention. Supplier partnershipThe improvements guaranteed by Toyota s comprehensive TSM process could not be realised without the support of partners and suppliers.

10 It is the equipment, tools and consumables that they manufacture that Toyota Authorised Repairers use to undertake and fi nish each repair job to the highest possible standard. By matching the Body & Paint facility s needs with fi rst-class equipment and tools, this Preferred Partner initiative will help ensure that that high standard is maintained and as a result help improve both network development and further underpin the entire Body & Paint TSM keys to true Body & Paint excellenceToyota has developed a comprehensive strategy for the Body & Paint fi eld to ensure that it can assist all Toyota Authorised Repairers in offering excellent levels of service and quality repair work.