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Case Study

Toyota redefines quality for the digital age

  • Built a powerful system that supports the standardization of regional workflows

  • Reduced early resolution by 300%, while improving efficiency and reducing compliance risk

  • Used an Agile methodology to guide the digital transformation, in partnership with Pega

“Why must we change? We have to, the industry is changing, our competitors are changing, our consumers want more.”

Mylene Mayers Divisional Information Officer, After Sales Information Systems, Toyota Motor, North America

The Business Issue

Toyota has been operating in North America for 61 years, overseeing the world-class design, engineering, and assembly of some 38 million cars and trucks across the continent. The brand recently embarked on a major digital transformation project – with the goal of evolving from an automotive company to a mobility company.

Why the transformation? Industry change. Toyota continues to face competition from tech companies and non-OEM competitors. Consumers also demand more; speed is the new currency of success, and Toyota needs to reinvent to stay ahead. 

As part of its digital transformation, Toyota needed its core systems to be scalable and flexible, to meet ever-changing business conditions.

The Solution

Using Pega’s software, Toyota built its Quality Information Management System (QIMS). The tool was developed to manage the workflow and quality information exchange between Toyota’s plants and its supply base. The system supports a regional standardization of workflows and empowers users to make rapid changes to support shifting business conditions. 

The software provides users with their own dashboards, which outline information needed for work – from prioritized task lists to performance results. Users are then able to resolve problems faster via workflow enhancements. The new visual dashboards also keep key stakeholders focused on what needs to be completed by when, as well as places where quality and processes can be improved. 

The automaker is also continuing its digital transformation by moving to an Agile methodology for app dev, enlisting Pega experts to provide oversight, guidance, and support.

The Results

  • 300% reduction in early resolution.
  • Improved engineer efficiency of over 10%.
  • Faster customer problem resolution through workflow enhancements.
  • Significant reduction in compliance risk.
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Etiqueta

Desafío: Agilidad comercial Desafío: Excelencia operativa Industry: Fabricación Área de producto: Automatización inteligente Área de producto: Platform
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