The EMS was ceremoniously inaugurated by Hiroshi Nakagawa san, managing director, Toyota Kirloskar Motor Pvt. Ltd. at DSK Toyota today. Tanaka san, divisional coordinator, Customer Service, Toyota Kirloskar Motor Pvt. Ltd., D. S. Kulkarni, chairman , DSK Group, Vijay Dixit, president, DSK Toyota, Jitendra Mali, executive director and Narendra Kulkarni, CEO, DSK Toyota were present on the occasion.

EM Service aims at increasing customer satisfaction and retention. It also strengthens dealer foundations by ensuring thorough after-sales basic operations that consolidates the existing Parts and Service programs.

"The EM Service reduces the servicing time of a vehicle from the existing 17 hours to 1 hour by eliminating the stagnation time of in-between processes. Kaizen will also enable reduced lead-times and guaranteed vehicle delivery times. For Dealers, the implementation of the TSM Advanced Program will bring a significant increase in workshop productivity," stated a press release issued by the company.

EMS is a part of Toyota Customer Service Marketing (TSM) Advanced program that was introduced globally in 2001.

TSM removes this Muda (Waste) from the system by redesigning the layout of the maintenance bays to ensure that no time is lost searching for equipments etc. Toyota's TSM implementation strengthens the foundations of Dealer after-sales operations and recognizes excellent levels of achievement in standards of customer care.

Inaugurating the EM Service, Mr. Hiroshi Nakagawa, Managing Director, TKM, said "Toyota believes in putting the customer first, and Express Maintenance Service was yet another step towards achieving total customer satisfaction. Since its launch in Lakozy Toyota, Mumbai, in 2005, we have successfully implemented this program in 14 Toyota dealerships across the country."