—Profile of HOTAI MOTOR CO., LTD.—
1 Excelling Today’s Dream
Hotai Motor is the distributor of the well-known auto brands such as TOYOTA, LEXUS, HINO, and Toyota industrial equipment. Hotai Motor is always on the go to pursue the ideal. By putting the new vision, “think outside the box and challenge your dreams”, as its goal, Hotai Motor is realizing its dreams today and excelling to overcome all obstacles with courage, create irreplaceable value, and challenge the extreme, in order to surpass over the dreams!
Hotai Motor Basic Data
Establishing date: September 1947 Headquarters location: 8th to 14th Floors, 121 Songjiang Road, Taipei City.
Founder: Mr. Huang Lieh-Ho Honorable Group Chairman: Mr. Su Yann-Huei
Chairman: Mr. Huang Nan-Kuang Vice Chairman: Mr. Kono Hiroshi President: Mr. Justin Su
Capital amount: NT$5.462 billion Sales turnover: NT$103.9 billion (2014) Employees: 534 people (Mar. 2015)
Product brands: TOYOTA, LEXUS, HINO Trucks, TOYOTA Industrial Equipment
NT$ 16.84 17
NT$100mn 16 NT$100mn Market Share EPS after Tax Profit after Tax 15 Operating Revenues 14.01 1,200 40% 90 38% 13.76 14 1,100 34% 80 13 33.6% 32.9% 35% 12.06 1,000 32% 12 32% 31% 29% 29% 70 900 30% 11 27% 10 800 60 8.89 8.36 9 700 50 8 600 20% 6.44 6.23 6.23 7 40 6 500 6 4.6
400 30 5
4 300 10% 20 3 200 2 10 100 1 763 873 659 710 530 724 743 860 897 944 1,039 34 45 35 34 25 32 48 66 75 77 92 0 0% 0 0 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 Total 484K 515K 366K 327K 229K 294K 328K 378K 366K 378K 424K Market vehicles vehicles vehicles vehicles vehicles vehicles vehicles vehicles vehicles vehicles vehicles
1 Excelling today’s dream - Core Management Team
Founder Huang Lieh-Ho I For a Beautiful Life and a Peaceful Society
Huang was born in Lugang Township, Zhanghua, on 10 January 1912. His father died when he was small, and he was raised by his widowed mother. Along the way, he studied and worked. At 27, he and other five partners with similar ideals and beliefs went to Kobe in Japan to start up their business, Hotai Trading Ltd., to trade cotton and sundry items. A few years later, eyeing at the development potential of the transportation industry in Taiwan, Huang went to Japan again to discuss business with local industries. In 1949, Hotai signed the Taiwan sole agent agreement with Yokohama Tire and TOYOTA Motors (the first overseas distributor of TOYOTA Motors). Further in 1952, Hotai became the first overseas distributor of Hino Motors, Ltd.
Although Hotai became Taiwan’s sole agent for TOYOTA Motors and HINO Motors, there were ups and downs during the operation. Although there were frequent setbacks, Huang never surrendered. From the first-time application for establishing an auto-making factory in 1963 to the establishment of Kuozui Motors, it took Huang twenty-three years to make his dream come true! Finally in September 1988, Zace, the first commercial vehicle built by Kuozui Motors, was launched; and a new TOYOTA business began. From then on, the leadership of Hotai Motor in Taiwan’s auto-making industry also took form.
By aiming to strengthen Taiwan’s economy with industry, Huang established Hotai Chemical Engineering (forerunner of Weichuan Corporation) in 1953 to produce MSG and soy sauce to enrich the everyday lives of people. In believing that the dairy industry could improve the living standard and nutrition standard of citizens and thereby promote rural economic development and compensate food inadequacy, Huang established the dairy product department in the beginning of the 1960s out of his insistence on establishing a “public company”. This started the diversification of Wei-Chuan into an integrated food manufacturing company. Huang was also called the “Father of the dairy industry” in Taiwan. With the food business diversification planning of Huang, Wei-Chuan became the largest food processing and manufacturing company in Taiwan in the 1960s and 1970s.
With his business insight and intelligence, Huang returned to Taiwan to re-start his business after the end of WWII. Eyeing the petroleum need in Taiwan in the postwar reconstruction period, Huang quickly obtained the distribution contract from Exxon Mobil Corporation to ship petroleum from Shanghai and sell it in Taiwan. Also, eyeing the cane sugar need of the China market, Huang shipped sugar from Taiwan to China and sold it in China. After shipping sugar to China, Huang shipped petroleum from Shanghai to Taiwan with the same vessel to double the profit from both sides. Later on, this practice built a good financial foundation for his business.
After gaining success in business, Huang spared no pain to participate in charity. In 1974, he established the Chun Ching Social Welfare Foundation. In 1979, he established the Wei-Chuan Cultural-Educational Foundation. In 1985, he established the Chun Ching Pediatric Nutrition Research Foundation. In addition to making substantial contributions to society in terms of transportation safety, social welfare, home economics and pediatric nutrition, Huang further established the Huang Lieh-Ho Social Welfare Foundation after retirement to focus on social charity and promote his belief in “a beautiful life and a happy family” for “a peaceful society”. In addition to donating money for establishing the foundation, Huang discussed various plans and worked with relevant employees at planned intervals. His spirit of total devotion for Taiwan and feedback for society were well praised.
2 Excelling today’s dream - Core Management Team
Group Chairman Su Yann-Huei I Better than the Best.
To a person who has fallen in love with cars since he was small, it is the biggest happiness in life for him to work with cars. It is even happier for him to work with a group of people having the same enthusiasm to make continuous breakthrough and overcome the ups and downs of the business with never-ending passion, in order to lay the foundation for Hotai Motor to be the leader of Taiwan’s automobile industry.
Employees of Hotai Motor are always self-demanding for two goals allowing them to get ready for any challenges at any time. First is enthusiasm and integrity. Enthusiasm refers to the passion for work, that is, the spirit of faith to work, love for work, and loyalty to work. Integrity is the basic principle for one to behave oneself in relation to others. As upholding integrity not only the general rule for people to conduct themselves in society, participate in politics and do business, it is also the unchanged motto of Hotai Motor over the past sixty years or so. Next is to “prepare for the worst in the best moment.” This way, we can face the unpredictable future.
More than thirty years ago, as importing cars from Japan was banned by the government, Hotai Motor could only provide after-sales service, and it was a big impact to operations. However, Hotai Motor kept running the business as usual without changing its treatment for employees to overcome this period of hard time. This is because we are ready for anything at any time.
Even if there are fruitful achievements in front of us, we never give up on any possibility to make improvement. No matter what we are doing, we must ask ourselves three questions, “Have we worked with our full capacity? Are we satisfied with this? Is there any better solution?” We always believe “Better than the Best”, in which, with harder work, we can conqer every peak in front of us.
At present, the global auto market is facing a significant reform. From the development of automotive electronics and environmental cars, and even to the changes in the sales system, this sustainability between the economics and the earth has become a global trend. With this opportunity, the management and everyone at Hotai must stay alert to capture the latest movements and get ready for the changes, in order to grasp the opportunities in the changing market and to continue to lead Hotai Motor to a new peak in business.
3 Excelling today’s dream - Core Management Team
Chairman Huang Nan-Kuang I Employee Satisfaction, Customer Satisfaction As the leading brand of Taiwan’s automobile market, we understand that there are many competitors waiting for opportunities to surpass us. Facing the challenge, our employees should stay alert, insist on providing the best products and services to the customers. Moreover, we execute various customer satisfaction campaigns to fulfill the mission of Hotai Motor. Because of our dedication and hard work, LEXUS and TOYOTA are favored by numerous consumers in both luxury vehicles and domestically made vehicles markets. And the outstanding sales achievements of difficulty and adversity is praiseworthy.
As a benchmark company in Taiwan’s car market, we always follow our “heart” and think in the position of customers and employees, in order to obtain the highest satisfaction upon mutual trust and reciprocity. In the future, whether it is the cultivation of the niche affiliate business, assurance of profit rate, increase of market share, continuous launch of various innovative services and continuous cultivation of the Chinese market, we should pursue our missions more aggressively. Also, we devote our greatest effort to earn employee satisfaction and bring accomplishments beyond imagination to customers and shareholders, and dealers that have been working with us over time.
President Justin Su I Think Outside the Box and Challenge Your Dreams
We believe that the road ahead is always filled with tests and challenges. Therefore, we need to keep in the best condition at all times. So, we integrate the operations of pre-sales, after-sales and the used car business and continuously offer innovative services to fulfill the needs of different segmentations of customers. And we also focus on CS cultivation to show our "Only for You" service profession and ehthusiasm.
Facing the changing global economy and business environment, our employees and dealers listen to and count on the voice of customers and display passion in order to excel customer’s expectation for us! Also, we must stay alert to any possible challenges, continue to innovate, and reach to higher aims with greater courage that we can challenge our limits at all times, in order to make continuous breakthrough and work for a brighter and more promising future! Therefore, we set “think outside the box and challenge your dreams” as our common vision. In this way, we can march toward success and become the leader in Taiwan’s automobile market forever!
4 Excelling today’s dream - Organization Chart
Hotai Motor Organization Chart
Supervisor of the Board Shareholder’s Meeting
Board of Directors Auditing Division Chairman Huang Nan-Kuang Vice Chairman Kono Hiroshi
President Justin Su
TOYOTA Commercial TOYOTA LEXUS Administration Corporate After Sales Vehicles Vehicles Operations Group Operations Group Planning Group Service Group Operations Group Operations Group
TOYOTA Customer Commercial TOYOTA Operation LEXUS Vehicles Administration Corporate Planning Service Division Vehicles Division Development Division Division Division Division
TOYOTA Service Commercial Vehicles TOYOTA Vehicles LEXUS Service Information System Financial & Accounting Marketing Division Service Division Division Division Division Division
TOYOTA Technical TOYOTA Products External Affairs Service Division Planning Division & Legal Division
TOYOTA Parts Business Division
Occupation Safety Information Security and Committee CS Committee Health Committee
5 Excelling today’s dream
Affiliates
1.TOYOTA dealers system 9.Carmax Co., Ltd. 17.FTMS related businesses 2.LEXUS dealers system 10.Horong Motors Co., Ltd. 18.TMHS related businesses 3.Chang Yuan Motor Co., Ltd. 11.Hochung Motors Co., Ltd. 19.Hoyun International Lease Co., Ltd. 4.TOYOTA Material Handling Taiwan Ltd. 12.Hohang Motors Co., Ltd. 20.Hoyun (Shanghai) Commercial Factoring Co., Ltd. 5.Kuozui Motors Co., Ltd. 13.Doroman Autoparts Corporation 21.Carmax Autotech (Shanghai) Co., Ltd. 6.Hotai Leasing Corporation 14.Hotong Motor Investment Co., Ltd. 22.Guangzhou GAC Changho Autotech Corporation 7.Hotai Finance Corporation 15.TMCI related businesses 23.Shanghai Hede Used Vehicle Co., Ltd. 8.Ho-An Insurance Agency Co., Ltd. 16.GTMC related businesses
Products Brands Distribution and Sales
HINO 1.TOYOTA System 2.LEXUS System TOYOTA 3.Chang Yuan 14.Hotong LEXUS 4.TOYOTA Material Handling 15.TMCI LEXUS Manufacture 16.GTMC TOYOTA 5.Kuozui 17.FTMS TOYOTA
18.TMHS Hotai Motor Group 19.Hoyun International 6.Hotai Leasing 20.Hoyun Commercial Factoring Overseas 7.Hotai Finance Business 21.Carmax (Shanghai) 10.Horong 8.Ho-An 22.Guangzhou GAC Changho 11.Hochung 9.Carmax 23.Shanghai Hede 12.Hohang
13.Doroman
Multifaceted Affiliates
6 Always Walking Ahead with a Multidimensional Product Range
Hotai Motor clutches the pulse of the world and has never stopped fulfilling customers’ needs. Hotai Motor is the distributor of the well-known auto brands such as TOYOTA, LEXUS, HINO, and Toyota industrial equipment. The multiple product categories include passenger cars, luxury cars, large trucks, buses and industrial machinery vehicles. Since the year of 2002, Hotai Motor not only has been continually holding NO.1 market share through the years, but also has the most profitability in Taiwan’s automobile market.
For giving Taiwan’s next generation a cleaner and better future, TOYOTA provides a series of green vehicles to fulfill the needs of the customers in many ways. With the brand new TOYOTA Hybrid System, TOYOTA will definitely create an unlimited beauty of green generation for the customers.
Domestically manufactured cars
CAMRY HYBRID CAMRY
WISH ALTIS
7 Always Walking Ahead with a Multidimensional Product Range
YARIS VIOS INNOVA
Imported Cars
PRIUS c PRIUS
86 RAV4 LAND CRUISER PRADO
PREVIA ALPHARD
8 Always Walking Ahead with a Multidimensional Product Range
With the possession of perfect craftsmanship, the fun-to-drive capability, the grooving beauty of pioneering exterior and the spacious comfort of luxurious interior, LEXUS strickly expects itself in “The Pursuit of Perfection” with no room for compromise. Combined with these features, the unrivaled hybrid electric engine leads the way as a pioneer of green technology with a vision of moving the world forward.
LS
LS 600hL LS F SPORT
LS 460L / LS 460
GS
GS 450h / GS 300h GS F SPORT GS 350 / GS 250
ES
ES 300h ES 350 / ES 250
9 Always Walking Ahead with a Multidimensional Product Range
IS
IS 300h IS F SPORT IS 250
LX
LX 570
RX
RX 450h RX F SPORT RX 350 / RX 270
NX
NX 300h NX 200t F SPORT
CT RC
CT 200h CT F SPORT RC 350 F SPORT RC F
10 Always Walking Ahead with a Multidimensional Product Range
Setting “think outside the box and challenge your dreams” as the business philosophy and “providing professional and sincere services and exceeding customer expectations” as the business value. Our mission is to provide quality services anytime, anywhere and we aim to be the most trustworthy benchmark enterprise in the large commercial vehicle industry.
Series 300 Series 500 Series 700
Large-sized Bus- Hino Middle-sized Bus- Hino Middle-sized Bus- Coaster
Upholding the belief in ‘customers first’, Taiwan TOYOTA Industrial Equipment provides Taiwanese industries with innovative, safe and quality products and services excelling customers’ expectations. The scope of business and contents: distributoring TOYOTA industrial equipment, importing (exporting), selling, leasing and repairing TOYOTA vehicles and parts. Bulldozers Product contents: Forklifts, bulldozers, and mini tractors Internal combustion series: Diesel and petroleum seated forklifts Electric series: Seated 3-wheel/4-wheel type, stand-in lift trucks, side-seat forklifts Bulldozers: 430-900 kg Mini-tractors: Pulling up to 26,000-70,000kg Logistics consultation services
Forklifts
Mini-tractors
11 Always Walking Ahead with a Multidimensional Product Range
As a partner of Hotai Motor, Kuozui Motors maintains a close capital relationship with Hotai Motor, and has created a perfect model for division of labor in production and marketing. Due to the seamless cooperation between Kuozui Motors and Hotai Motor, Kuozui Motors possesses high-standard production technologies and capacities with expectable long-term profit and development among the global production groups of TOYOTA. In the future, Kuozui Motors will make continuous improvement in Taiwan’s auto-making technologies and uphold the “customer first” belief to continuously provide quality products expected by Taiwanese consumers through concerted efforts with Hotai Motor and contractors.
Framework Diagram
TOYOTA HINO
Technical Cooperation
CBU / Parts Taiwans’ Parts Suppliers Kuozui Motors Export / Import Parts Supply GCC, Australia, Japan, Philippines, Technical Support Thailand, Indonesia, South Africa, etc.
Agency Car Sales
Hotai Motor Chang Yuan Motor
Kuozui Motors Basic Data:
Establishing 1984 / 4 / 9 Kuozui Motors Share-holding Proportion Date
Capital NT$3.46 billion
Chung-Li Plant : 120,000 (cars /year ) Kuan-Yin Plant : 80,000 (cars /year ) 2007 1,700 98,600 100,300 HINO 5%
2008 2,300 (70) 65,600 67,900 TOYOTA 65% 2009 2,400 (60) 90,900 (7,020) 93,300 Production HOTAI 30% 2010 4,600 (50) 117,700 (30,450 ) 122,300 Capacity 2011 5,000 (10) 152,000 ( 50,630 ) 157,000
2012 7,000 (30) 166,600 ( 66,950 ) 173,600
2013 4,300 (6) 169,400 (81,300) 173,700
2014 5,800 (27) 199,500 (92,700) 204,300
Unit ︰Cars Trucks Cars ( ) Export
Major Cars : CAMRY, CAMRY HYBRID, COROLLA ALTIS, WISH, VIOS, YARIS, INNOVA products Trucks : HINO small / medium / large truck, bus
12 Always Walking Ahead
Double High-Standard Operations, Industry-Recognized Production Capacity
■ High-Quality Production Technology . 01. Production Technology Center
02. Kuozui Motors won TOYOTA Quality Activity Achievement Award FY2011 in Warranty Reduction by TMAP-EM for its application of fees and cases reduction by at least 10% a year. 03. Production quality is approved by TMC over the years.
■ High-standard R&D capacity RD institution of KRDC Kuozui Motors R&D Center (KRDC)
Computer simulation & Styling analysis
Vehicle and Product Planning.
Design Testing
Export Sales of Kuozui Motors ■ Stepping on the accelerator for vehicle exports, reaching new highs for output and export of Kuozui Motors After creating a historical record of a single month output at 14,000 vehicles of a single plant in Taiwan in May 2005, Kuozui Motors, the manufacturer of TOYOTA vehicles in Taiwan, has been making continuous improvement in factory capability and manufacturing technologies and aggressively cultivates overseas markets with great results. With the push of the significant growth in export sales to the nine GCC (Gulf Cooperation Council) countries, Kuozui Motors broke the record again by creating a new single month output at 17,678 vehicles in December 2013. With the total of 200,000 cars manufactured in 2014, Kuozi has reached a new record of manufacturing capacity in Taiwan Auto Industry.
Export Sales of Kuozui Motors over the Years With the advantage of the multifaceted experience in the ’09 7,080Vehicles manufacturing, Kuozui Motors has pushed the steady growth ’10 30,500Vehicles of the overall auto industry. In the future, following the gradual ’11 50,640Vehicles recovery of the domestic auto market, export sales will ’12 66,980 continue to grow. It is estimated that the prosperity of Kuozui Vehicles Motors and the upstream and downstream suppliers on the ’13 81,306Vehicles supplier chain of the entire auto industry is expected. This is ’14 92,724Vehicles also an important support for the profit of Hotai Motor.
TOYOTA Altis waiting for loading at Taipei Port: Kuozui Motors broke the vehicle export record of all domestic automakers in 2014 with a total export of 92,724 vehicles.
13 Service is Always One Step Ahead
The human-center spirit of Hotai Motor is the most important core value. From pre-sales marketing to after-sales maintenance service, we make service more than just a job, and always create touching moments and satisfaction from the angle of customers at all times.
Multifaceted After-Sales Service System In order to become “the most trustworthy benchmark automobile group”, Hotai Motor realizes the TOYOTA Way (the operational value of global TOYOTA business) in promoting after-sales services. The two major spiritual pillars of the TOYOTA Way are “Continuous Improvement” and “Respect for People.” We challenge targets against the status quo at anytime, propose intelligence and methods and realize them. We take every action to promote human progress. We treat employees well, listen to the voice of customers, and contribute to communities and society as a whole.
Vehicle sales
customer maintenance service service
Multifaceted Service
customer information concerns integration system
logistics system
14 Service is Always One Step Ahead
■ Services across Taiwan through meticulous and complete channels
109 sales showrooms and 121 service workshops Kuotu Motor
17 Sales Showrooms Binjiang /Xinzhuang /Yangming /Zhonghe Sanchong /Tianmu /Tucheng /Linkou /Shulin /Yingge / Tau Miau Motor Luzhou /Northern Yonghe /Danshui /Southern Songjiang Danfeng /Banqiao/ Northern Banqiao 17 Sales Showrooms Zhongli /Xinzhu /Taoyuan /Toufen /Zhubei 16 Service Workshops Zhudong /Southern Zhongli /Yuanli /Bade /Miaoli /Yangmei Binjiang /Xinzhuang /Yangming /Zhonghe /Sanchong Longtan /Guishan /Southern Xinzhu /Nankan /Dagang /Taoying Tianmu /Tucheng /Linkou /Shulin /Yingge /Luzhou Northern Yonghe /Danshui /Puqian /Danfeng /Banqiao 19 Service Workshops Xinzhu /Taoyuan /Zhongli /Toufen /Zhubei /Zhudong /Yuanli Bade /Southern Miaoli /Yangmei /Longtan /Pingzhen /Gueishan Southern Xinzhu /Nankan /Dagang /Taoying /Taoda /Dayuan Taipei Motor 10 Sales Showrooms Central Motor Nangang /Shuangyuan /Xindian 24 Sales Showrooms Daan /Neihu /Badu /Wenshan Xizhi /Ankeng /Dunhua Southern Taichung /Central Taichung /Tanzi /Yuanlin /Chaotun Zhanghua /Dajia /Zhushan /Fengyuan /Xihu /Eastern Taichung 16 Service Workshops Lugang /Wenya /Puli /Dali /Northern Zhanghua /Nantou /Shalu Nangang /Wanda /Xindian /Songshan Beidou /Donghai /Daya /Northern Fengyuan /Taiping /Wuquan Daan /Neihu /Badu /Wenshan /Xizhi 26 Service Workshops Ankeng /Zhongzheng /Shenkeng / Dawulung /Fuyuan /Donghu /Xinyi Southern Taichung /Tanzi /Yuanlin /Chaotun /Zhanghua Dajia /Northern Taichung /Zhushan /Fengyuan /Xihu Eastern Taichung /Lugang /Wenya /Puli /Dali Northern Zhanghua /Nantou /Shalu /Beidou /Donghai Erlin /Daya /Northern Fengyuan /Taiping /Wuquan Lanyang Motor Central Taichung 2 Sales Showrooms Luodong /Yilan
2 Service Workshops Luodong /Yilan
Eastern Motor Nandu Motor 2 Sales Showrooms 19 Sales Showrooms Hualian /Taidong Northern Tainan /Minxiong / Dounan Eastern Tainan /Xinying /Western Tainan 3 Service Workshops Beigang /Jiali /Jiayi /Douliu /Guiren /Yongda Hualian /Taidong /Yuli Puzi /Guantian /Lunbei / Shanhua Southern Jiayi /Huwei /Annan
19 Service Workshops Northern Tainan /Minxiong /Eastern Tainan Xinying /Western Tainan /Beigang /Jiali /Jiayi Douliu /Guiren /Yongda /Puzi /Guantian /Lunbei Shanhua /Southern Jiayi /Huwei /Annan
Kaudu Motor
18 Sales Showrooms 20 Service Workshops Northern Kaohsiung /Gangshan /Pingdong Northern Kaohsiung /Gangshan /Pingdong Qishan /Chaozhou /Xiaogang /Jiuru /Fengshan Qishan /Chaozhou /Xiaogang /Jiuru /Fengshan Hunei /Northern Pingdong /Qingnian /Nanzi Hunei /Northern Pingdong /Qingnian /Nanzi Ruifeng /Youchang /Donggang /Fenglin /Hengchun Ruifeng /Youchang /Linluo /Donggang /Ligang Sando /Penghu (contract dealer) /Jinmen (contract dealer) Fenglin /Hengchun /Sando
15 Service is Always One Step Ahead
25 Sales showrooms and 26 Service workshops
Kuotu Motor
4 Sales showrooms Songjiang / Zhonghe / Xinzhuang / Yangming
4 Service Workshops Binjiang / Xinzhuang / Zhonghe / Yangming
Tau Miau Motor Taipei Motor 4 Sales showrooms Taoyuan / Zhongli / Xinzhu / Miaoli 5 Sales showrooms Renai / Nangang / Dunnan / Neihu / Xindian 4 Service Workshops Taoyuan / Zhongli / Xinzhu / Miaoli 4 Service Workshops Guangfu / Nangang / Xindian / Guangfu
Central Motor
4 Sales showrooms Northern Taichung / Taichung Southern Taichung / Zhanghua
4 Service Workshops Northern Taichung / Taichung Lanyang Motor Southern Taichung / Zhanghua 1 Sales showroom Luodong
1 Service Workshop Luodong Nandu Motor
3 Sales showrooms Tainan / Jiayi / Douliu (Oct. 2015) Eastern Motor 3 Service Workshops Tainan / Jiayi / Douliu (Oct. 2015) 2 Sales showroom Hualian / Taidong
2 Service Workshops Hualian / Taidong
Kaudu Motor
2 Sales showrooms Minzu /Chienkuo
4 Service Workshops Jiuru /Pingtung /Minzu /Chienkuo
16 Service is Always One Step Ahead
■ Services across Taiwan through meticulous and complete channels
17 Sales Showrooms and 17 Service Workshops
Tucheng Sales Showroom / Service Workshop
Taoyuan Sales Showroom / Service Workshop Xinzhuang Sales Showroom / Service Workshop
Xinzhu Sales Showroom / Service Workshop Taipei Sales Showroom / Service Workshop
Miaoli Sales Showroom / Service Workshop
Taichung Sales Showroom / Service Workshop Lan Yang Motor
Yuanlin Sales Showroom / Service Workshop
Nantou Sales Showroom / Service Workshop Eastern Motor
Daunan Sales Showroom / Service Workshop
Jiayi Sales Showroom/Service Workshop
Tainan Sales Showroom/Service Workshop
Kaohsiung Sales Showroom / Service Workshop
Xiaogang Sales Showroom / Service Workshop
Pingtung Sales Showroom/Service Workshop
17 Service is Always One Step Ahead
■ Services across Taiwan through meticulous and complete channels
8 Sales Showrooms and 8 Service Workshops
Taoyuan Sales Showroom /S ervice Workshop Head Office Taipei Sales / Service
Taichung Sales Showroom / Service Workshop Lan Yang Motor
Eastern Motor
Daunan Sales Showroom / Service Workshop
Tainan Sales Showroom/Service Workshop
Kaohsiung Sales Showroom / Service Workshop
18 17 Service is Always One Step Ahead
■ Introducing the latest information technology to provide high-efficient integrated services
Service information integration 01 by sea by air for real-time customer’s record Domestic Supplier through nation-wide connection. Overseas Kuozui Motors Co., Ltd suppliers 02 On-line electronic parts catalogue Yang-Mei Logistics Center to ensure real-time update of stock TOYOTA information of the required parts. TMAP HINO Cooperates with professional 3rd party 03 Part logistics information logistics provider to deliver parts to every system and supplier’s direct workshop in Taiwan. delivery mechanism for real-time Taichung Sub-Depot dispatch to fulfill customer’s 2 times delivers per day demands. 04 TOYOTA Club On Line (TOYOTA website network service function) Synergy Deport 05 Using iPad for BP Insurance Estimation can lessen costomers' Renwu Sub-Depot waiting period. Delivery truck arrives at a workshop
Workshops
Yang-Mei Logistics Center provides services to By using centralized warehouse,Yang-Mei more than 171 workshops in Taiwan. Logistics Center fufills demand of service parts across Taiwan.
The nation-wide parts logistics network achieves parts supply chain management based on the spirit and practice of the TOYOTA Production System (TPS) and plays the role of the group’s supply chain hub to provide professional logistics services to the Taiwan TOYOTA Group.
■ From customer concern to excelling customer expectations The customer is the most important brand asset. In order to maintain customer relationships, we not only provide car owners with tangible professional services, but we are also concerned with improving the quality of life for our customers. Thus we provide various auto-related activities in order to enhance customer satisfaction and loyalty. For example, over the years we have organized or sponsored various cultural, leisure and wealth management activities to repay the support of our clients. What's more, we have also unveiled the app for iPhone and Android, which provides our customers with a variety of services and information that enable them to enjoy their vehicles in a safer and more convenient way. We also remind owners of the importance of periodic maintenance through different channels (DM, text, phone, e-mail and app) to ensure that their cars are in the best condition.
Leading the way in the auto industry, TOYOTA and LEXUS have introduced the all-in-one “City Driver” and "LEXUS plus" app for iPhone and Android to satisfy all of your driving needs.
■ Listen intently; the voice of customers is the drive to pursue progress Upholding the “customer first” concept, apart from enhancing customer trust and satisfaction by improving our competitive strength in speed, quality and price, we innovate and strengthen customer service, expand the breadth and depth of customer concern activities, and provide more and better services that excel customer’s expectations.
Total CS Culture Personnel of the Call Center of Hotai Motor are on duty on weekdays and holidays to answer the phone calls from customers and listen to their problems. Top management and all employees of Hotai Motor work in turn at the call center to listen to the calls from customers, especially customer’s opinions, in order to make aggressive improvement and enhance customer satisfaction. Each year, all staff takes part in the CS training program, immersing themselves in the newest service concepts, learning about the successes of businesses in other industries, and becoming inspired to provide even more intimate service for clients.
19 Building a Huge and Healthy Business from a Point to a Plane
Hotai Motor understands that a car is not just a transportation but a dream or a family coming true; Hotai thus spares no pain to build a huge and healthy business for life.
Expansion of the scale of car value chain and achievements
In recent years, Hotai Motor has been changing its operations from “product-selling-oriented” into “customer-service oriented”, and its role from a product distributor into a provider of value-added services, in order to quickly fulfill the demands of customers and provide them with service for life. Hotai Motor also aggressively expands its business value chain to used car business, car rental business, car loan business and car accessory business, in order to mature the framework of the automobile group and thereby to become one of the forces leading the national economic development.
Hotai Finance TOYOTA used cars Corporation
Ho-An Insurance LEXUS used cars Hotai Motor Agency
Hotai Leasing Carmax Co., Ltd. Corporation
20 Building a Huge and Healthy Business from a Point to a Plane
TOYOTA Certified used cars I The best partners you can count on.
In order to provide car owners with more complete service, Hotai Motor assists dealers in running Toyota-certified used car showrooms to provide more convenient quotation and trade-in services for car owners wishing to change cars. In addition, we also provide certified vehicles that have passed stringent inspection by OEM technicians. Whether you are trading in or looking for something different, Toyota-certified used car dealers are always a reliable choice.
Business Philosophy To provide customers trade-in service when buying a new TOYOTA car; to run the used car business with a professional, open and transparent attitude; to develop the most trustworthy used car brand; and to become the benchmark enterprise in the used car business.
Business Contents Toyota-Certified Used Cars purchases all brands of used cars through a transparent and professional valuation mechanism. In addition, systematic management allows us to monitor the trade-in process to protect the rights of customers and to ensure the safety of the transaction process. In order to ensure that every vehicle conforms to the same standards of the parent company in Japan, we only select quality used cars that are free from critical accidents, flooding, fabricated registration and mileage adjustments, and every used car must complete an uncompromising 160-item inspection. Moreover, in addition to the 2-year or 30,000 km service warranty, our “Satisfaction Guarantee or Send It Back” policy, the first in the country, will give you peace of mind both in making the purchase and on the road.
TOYOTA Certified Used Car Sales Locations
Kuotu Taipei Hohang Hochung Nandu Horong Lanyang Eastern Motor Motor Motor Motor Motor Motor Motor Motor
Songjiang Nangang Taoyuan Taichung Jiayi Mingchen Luodong Hualian
Zhonghe Dawulung Zhubei Zhanghua Tainan Chenchin
Danfeng Pingzhen Fengyuan Minzu
Chunri Beitun Zhonghua
Pingtung
21 Building a Huge and Healthy Business from a Point to a Plane
Hotai Leasing Corporation
Established in 1999, Hotai Leasing Corporation builds a complete car rental service system through continuous efforts out of its cherishment on customer satisfaction. Today, Hotai Leasing has become the largest car rental company with the fullest services in Taiwan. Also, Hotai Leasing has established Hoyun International Lease Co., Ltd. in China to provide one-stop car rental services in Taiwan, Hong Kong and China.
Business Philosophy Customer First: Out of the belief in “human centered and customer first”, Hotai Leasing continuously improves its service process to provide innovative products and professional services that meet the expectations of customers.
Professional Service: Hotai Leasing is committed to building a complete support system, including a dedicated call center, to provide customers with multifaceted professional car-related financial consultation service.
Business Contents Long-term car rental service for enterprises: Hotai Leasing has a professional fleet management and uninterrupted car rental services to tailor the best car tax saving plan for enterprises. Short-term car rental for business and travel: Hotai Leasing has the most ubiquitous car rental network in Taiwan and provides service warranty—renting from one place and returning at another place, vehicle maintenance by original manufacturers, on-line booking and multiple rental options, to ensure the best and safest car rental for business and travel purposes. Professional pick-up and drop-off service: Hotai Leasing provides business and travelling Charter service, airport pick-up and drop-off and limousine services with our prestige LEXUS Fleet. Used car auction: Hotai Leasing pioneers Taiwan’s first wireless auction system, professional vehicle inspection team and on-line auction participation system to provide members with a more convenient and more professional used car auction platform.
Hotai Leasing Organization Chart
Chairman: Mr. Tien Tien-Ming
Hoyun International Lease
Car Rental Car Leasing Used Car Customer Service Planningand HAA Dept. Dept. Marketing Dept. Dept. Administration Dept.
22 Building a Huge and Healthy Business from a Point to a Plane
Hotai Finance Corporation
Hotai Finance Corporation was established in 1999, with Hotai Motor and TOYOTA Financial Service Corporation as its two major shareholders. Upholding the operation philosophy of “customer first with expert focus”, Hotai Finance provides multidimensional, innovative and quality car mortgage and professional finance management services. Also, Hotai Finance Cooperation has established Hoyun International Lease Co., Ltd. in China to provide machinery and equipment financing services for cross-strait enterprises.
Business Philosophy Customer First: Based on the belief in “human centered and customer first”, we make continuous improvement of our service process and continuously provide customers with various innovative products and professional services meeting their demands. Expertise Focus: We are committed to building a complete support system by establishing a dedicated call center to provide customers with multifaceted professional car-related financial consultation services.
Business Contents Car installment payment service: We offer installment payment service for new and used cars of any brands with quick review and approval and multiple payment modes to meet different demands of customers. Equipment installment payment service for SMEs: To help SMEs to have adequate capital for business operations, we introduce different installment payment plans for office equipment. Also, Hotai Finance Corporation has contracts with different equipment suppliers to expand its scope of services and provide the most efficient integrated service. Consumer installment payment service: We provide installment payment service for heavy motorcycles and總經理 other installment 田 天 明payment plans for general motorcycles, home appliances and books.
HFC Organization Chart Chairman: Mr. Tien Tien-Ming
Hoyun International Lease
Sales Division Management Division
Facility Loan Car Loan Field Support Credit Assessment Finance Planning and Dept. Dept. Dept. Dept. Dept. Administration Dept.
23 Building a Huge and Healthy Business from a Point to a Plane
Ho-An Insurance Agency
Ho-An Insurance Agency Co., Ltd. provides car insurance planning service and other property insurance agency service. Ho-An Insurance Agency has achieved ISO 9001 certification. Thus, Ho-An earns acclaim from car owners.
Business Philosophy Integrity: Upholding integrity, we perform our commitment and win trust from customers. Expertise: We make the best risk planning for customers with our professionalism and provide the optimal insurance products and services. Innovation: We fulfill the protection needs of customers and create enterprise performance through continuous innovation and development of products and services. Service: We strive for the biggest insurance benefits for customers with great services excelling their expectations.
Business Contents Ho-An Insurance Agency is focused on offering car insurance as its main service. In addition, we provide services for cargo transportation insurance, fire insurance, project insurance, golf liability insurance, employee honesty and credit insurance, as well as personal injury and accident insurance. We carefully plan the details regarding coverage and payment of claims with the car owner in mind. At present, we have signed agency contracts with 12 insurance companies.
Ho-An Insurance Agency Organization Chart Shareholder’s Meeting Supervisor of the Board
Board of Directors
Chairman: Mr. Su I-Chung
President: Mr. Bair Shyi-Tarn
Information Management Safety Planning Signee Compliance Auditor Committee Committee Division
Automobile Commercial Mainland China Administration Insurance Insurance Business Planning Division Division Division Division
24 Building a Huge and Healthy Business from a Point to a Plane
Carmax
As the largest professional car accessory supplier in Taiwan, Carmax Co., Ltd. provides owners of TOYOTA vehicles with more comfortable and more convenient car accessories through the sales and services of TOYOTA dealers across Taiwan. Products from Carmax include multimedia players, GPS navigators, HUD (head-up display), CAN Bus and LED electronics, outer parts and inner parts. Some Carmax products have been certified by TOYOTA Japan and are exported to TOYOTA distributors in Japan, China, Southeast Asia and the Middle East. From now on, we will launch more comprehensive products with innovative and unique concepts to meet the multifaceted demands of TOYOTA car owners and thereby to become the leading car accessory supplier in Asia Pacific.
Business Philosophy To provide innovative products and extra-value services. To meet the multidimensional demands of customers in different countries.
Business Contents Designing, developing, selling, and providing after-sales service of TOYOTA genuine accessories and Carmax brand products. Developing, selling, and providing after-sales service parts for service workshops. Providing PDI and PIO service for Hotai and Kuozui.
Administration Division
Carmax Organization Chart Chairman Domestic Marketing Division Justin Su
Technical Division President Hunter Lai Products Division
Carmax Overseas Marketing Division ( Shanghai )
Service Marketing Division Guangzhou GAC Changho PIO Business Division
China Business Division
25 Embracing Possibilities without Restrictions
Hotai always moves agilely, stably, and accurately. As a result, we maintain the best mobility with innovative thoughts. Wherever Hotai Motor sets its sights, the target will be included in the boundless dreamed blueprint of Hotai Motor. We have the courage to challenge, and to make our dreams come true.
Chongqing Heling Lexus
Shanghai Heling Lexus Framework of Investments of Hotai Motor in China Nanchang Heling Lexus
Tangshan Heling Lexus TMCI related businesses Tianjin Heling Lexus
Linyi Heling Lexus TOYOTA Motor (China) Investment Co., Ltd. IS250/250C、ES250/350/300h、GS250/350/300h/450h、 Taizhou Kaudu Lexus LS460L/600hL、NX200/200t/300h、RX270/350/450h、 GX400、LX570、CT200h、LFA、RC F、GS F、IS F Beijing Heling Lexus
Shanghai He-zhan Shanghai Hede Used Vehicle GTMC related businesses Hotong Motor Tianjin He-zhan Investment Co., Ltd. Guanzhou TOYOTA Motor Co., Ltd. Chongqing Yurun CROWN、REIZ、COROLLA、COROLLA EX、VIOS、 Chairman: Mr. Huang Nan-Kuang RAV4、LAND CRUISER200、PRADO、PRIUS、 President: Mr. Leon Su COASTER、TOYOTA86、PREVIA、HIACE Shanghai Hoyu
Zaozhuang Hoyu FTMS related businesses Tianjin Hoyu
FAW TOYOTA Motor Sales Co., Ltd. 棗庄和裕Beijing Hoyu CROWN、REIZ、COROLLA、COROLLA EX、VIOS PRIUS、RAV4、LAND CRUISER 200、PRADO 重慶渝都Linyi Hoyu COASTER、TOYOTA 86、PREVIA、HIACE Chongqing Yudu
Jinzhong Central
TMHS related businesses Shanghai Hoqian
Hotai Finance / Hoyun International Shanghai Suzhou Kunshan Nanjing Hangzhou Ningpo Jiaxing Wuxi Hotai Leasing Lease Co., Ltd. Corporation Minxing Guangzhou Shenzun Dongguan Xiamen Chongqing Chengdu Wuhan Foshan Changsha Tianjin Fuzhou Jinan Qingdao Huizhou Carmax Autotech ( Shanghai ) Co., Ltd. HOYUN (Shanghai) Commercial Factoring Carmax Co., Ltd. Guangzhou GAC Changho Autotech Corporation.
Hotai's investment business in China Hotai's joint ventures in China TOYOTA Motor Corporation's business in China Hotai Finance / Hotai Leasing Corporation's investment business in China Carmax's joint ventures in China Carmax's investment business in China Shanghai Heling/ Shanghai He-zhan/ Shanghai Hoyu's joint venture in China
26 Embracing Possibilities without Restrictions
China Locations of Hotai Motor Group
Shanghai is the base of the overseas expansion of Hotai Motor. By first locking the hub of the Chinese market with a population of 1.3 billion people, Hotai Motor links up major Chinese cities from Shanghai with a radiating network. Also, in combining the operation of high-standard software and hardware and the highly qualified talents, Hotai Motor expands its territory to the overseas market in China.
Beijing Tianjin Hebei Shanxi Shandong Jiangsu
Hubei Shanghai Sichuan Chongqing Zhejiang Jiangxi Fujian
Guangdong
Hotong Motor Investment Co., Ltd.: Carmax Autotech (Shanghai) Co., Ltd. GTMC related businesses: Hotai Motor Shanghai Headquarters Shanghai He-zhan Guangzhou GAC Changho Autotech Corporation. Tianjin He-zhan (Joint Ventures) TMHS related businesses: Chongqing Yurun Shanghai Hoqian Hoyun International Lease Co., Ltd.: FTMS related businesses: Shanghai Hoyun Headquarters Xiamen Hoyun Branch TMCI related businesses: Shanghai Hoyu Suzhou Hoyun Branch Chongqing Hoyun Branch Chongqing Heling LEXUS Zaozhuang Hoyu Kunshan Hoyun Branch Foshan Hoyun Branch Shanghai Heling LEXUS Tianjin Hoyu Nanjing Hoyun Branch Chengdu Hoyun Branch Nanchang Heling LEXUS Beijing Hoyu Hangzhou Hoyun Branch Wuhan Hoyun Branch Tangshan Heling LEXUS Linyi Hoyu Minxing Hoyun Branch Changsha Hoyun Branch/ Tianjin Heling LEXUS Chongqing Yudu Wuxi Hoyun Branch Tianjin Hoyun Branch/ Linyi Heling LEXUS Jinzhong Central Jiaxing Hoyun Office Fuzhou Hoyun Branch/ Taizhou Kaudu Lexus Ningpo Hoyun Office Jinan Hoyun Branch/ Beijing Heling Lexus Guangzhou Hoyun Branch Qingdao Hoyun Branch/ Shenzun Hoyun Branch Huizhou Hoyun Branch Shanghai Hede Used Vehicle Co., Ltd. Dongguan Hoyun Branch HOYUN(Shanghai) Commercial Factoring Co., Ltd.
27 Embracing Possibilities without Restrictions
Hotong Motor Investment Co., Ltd. Hotong was established in July of 2010 and invested 100% by Hotai. Hotung registered capital of USD $50.44 million in Shanghai, China.
Founding Objectives 1. Apply Hotai Motor’s advanced technologies and operational management approaches to joint ventures in China to provide consumers in the China market with products of premium quality and customer-oriented services and fulfill Hotai Motor’s business philosophy – “Profession, Innovation and Excel”. 2. Adopt centralized management approaches for all joint ventures in China, make efficient use of all corporate resources, including capital, talent, equipment, technology and information, to coordinate and manage details of product sales and after-sales services and maximize the aggregate economic benefits. 3. Strengthen financial management for all joint ventures in China to accelerate reinvestment for all business entities and improve operational efficiency of the entire group. 4. Conduct comprehensive and overall market resources, establish development guidelines and expand the scope of China investment based on the guidelines.
TMCI related businesses We currently have the IS250/250C、ES250/350/300h、GS250/350/300h/450h、LS460L/600hL、NX200/200t/300h、 RX270/350/450h、GX400、LX570、CT200h、LFA、RC F、GS F and the IS F in stock, in addition to many other models. We also provide maintenance, warranty, guarantee, consultation, and other comprehensive and high- quality one-stop service covering pre-and post-sales services. Shanghai Tangshan Tianjin Taizhou
Linyi Chongqing Nanchang Beijing
TMHS related businesses Shanghai As an authorized dealer of TOYOTA Material Handling (Shanghai) Co., Ltd. (TMHS), TMHS related businesses provides comprehensive services of forklift sales, after sales services, safety training, and professional consultation and so on. The scope of services includes the sales of products from internationally famous brands, such as TOYOTA, BT and Raymond; supply of genuine parts; provision of after sales service; concern for all customer demands.
Hoyun International Lease Co., Ltd. Apart from cultivating the Taiwan market, Hotai Leasing Corporation entered the China market and established the Hoyun International Lease Co., Ltd. in Shanghai in 2007 to provide Taiwanese merchants with long-term car rental and equipment lease services of consistent quality in China following the prosperous trade development across the strait. Also, following the footsteps of Taiwanese merchants, Hoyun International Lease has expanded its operations to Suzhou, Hangzhou, Guangzhou, Shenzun, Chongqing, Wuhan and other eleven cities, providing long-term car rental and equipment lease services to nearly 6000 enterprises. In April 2009, Hoyun International Lease obtained the first Shanghai City Car Rental Business Operation License among Taiwanese merchants. With this license, Hoyun International Lease can expand its scope of services to short-term pick-up and drop off services and charter services. It even established a counter in Shanghai Pudong Airport to provide door-to-door pick-up and charter services at Shanghai airports. In coping with the direct flight service across the strait, Hoyun International Lease will continue to plan various car rental products in the future to expand its scope of services and to start an one-stop services with quality across the strait. In addition, the equipment lease and financing service was established in 2010, providing a number of options for suppliers and satisfying both Taiwanese and Chinese business needs. 28 Embracing Possibilities without Restrictions
GTMC related businesses We currently have the HIGHLANDER、CAMRY、LEVIN、YARISL、EZ、VENZA、FJ CRUISER and the ALPHARD in stock, in addition to many other models. We also provide maintenance, warranty, guarantee, consultation, and other comprehensive and high-quality one-stop service covering pre- and post-sales services.
Shanghai Chongqing Tianjin
FTMS related businesses We currently have the CROWN、REIZ、COROLLA、COROLLA EX、VIOS、RAV4、LAND CRUISER200、PRADO、PRIUS、 COASTER、TOYOTA86、PREVIA and the HIACE in stock, in addition to many other models. We also provide maintenance, warranty, guarantee, consultation, and other comprehensive and high-quality one-stop service covering pre- and post-sales services.
Shanghai Tianjin Beijing Zaozhuang
Linyi Chongqing Jinzhong
Carmax Co., Ltd. China Business Unit Carmax, a subsidiary of Hotai Motor, is a Toyota-certified establishment of PIO factories in Dalian, Tianjin, Shanghai, and developer and vendor of car accessories. In 2011, Carmax Guangzhou, providing Lexus vehicles with accessory installation Autotech(Shanghai) Co., Ltd. was established in Shanghai, service. serving car retailers under Hotai Motor in China. In 2012, a In 2014, GAC Changho has become the official PIO accessory joint venture between Carmax and the Guangzhou and installation vender for GTMC in Guangzhou, China. TOYOTA Automobile Industry Group resulted in the Guangzhou PIO business in China is estimated to increase its service unit GAC Changho Autotech Corporation in order to satisfy the from 100,000 in 2015 to over 200,000 in 2017. car accessory needs of GAC automobiles. Carmax provides a one-stop service covering new product development, real car installation testing, special edition car packages, and after sales service that fully showcase the strengths of Taiwanese high-tech electronics. Carmax aims to become the leader in auto accessories in the Asia Pacific region. Beginning in 2013, Carmax began developing goods specifically for TMCI in China. By the end of 2013, the partnership with TMCI had resulted in the
29 Talent Cultivation and Enterprise Informatization: The Keys to Success of Excelling Others in the Industry
In the eyes of Hotai Motor, every employee is highly potential and excellent. Therefore, talent cultivation and enterprise informatization are the keys to success.
Talent Cultivation and Electronic Management
01 Staffs are provided with opportunities for learning and growth - Staff transformation and nurturing (1) Core responsibilities-focused training a. Senior managers: strategic management, visionary leadership, innovation, nurturing a macro-view leadership style, and expanding vision in management. b. Middle managers: developing human capital, emphasizing team leadership and strengthening leadership abilities, and grooming future leaders. c. Project managers: planning and organization, persuasion and influence, preparation for middle management through increased efficiency in project execution. d. Staff: problem analysis and solution, communication and cooperation; focused on increase in efficiency and quality of daily processes through gradual and systematic training, fostering an environment of constant learning and growth. (2) Planned core ability training, developing the right talent with the right skills for each department. (3) New staff training and internship at the frontline dealers, helping new staff make a smooth transition into the organization. (4) Lectures hold by senior managers, promoting exchange of experiences and internal interaction. (5) To focus on OJD (On Job Development) and put “TOYOTA WAY” into practice. (6) To make use of ICT(Intra-Company Transferee) to work overseas within TMC’s organization and create opportunities for sending qualified people to affiliates to take up management and etc.
02 Utilization of the Assessment Center—Vocational skill orientated, talent development With the Assessment center, employees and supervisors can understand their fitness to the required vocational skills for promotion and the direction of future improvement which can be seen as a reference for future development and trainings. This benefits the company’s development and cultivation in HR in the long run.
03 Design of Salary and Promotion System Reform—Encouragement and Ability Orientations In the promotion system, employees are divided into 16 grades according to their positions. The mid-point level and the upper and lower limits are set for individual grades according to their market value and corporate salary policy. In this way, the employee salary structure can be more flexible and reasonable. And it can also effectively encourage employees to elevate their vocational skills and create better performance.
04 Continued development of our HR system - fully electronic with value-added management The construction of the HR information system enables high efficiency and high quality in HR management, with a full grasp of the development of all staff within the organization. Through value-added analysis, managers are able to perform strategic human resource development planning.
30 Talent Cultivation and Enterprise Informatization: The Keys to Success of Excelling Others in the Industry
Hotai Motor’s Skill Assessment Model
t c e j o r P n a l P r e e r a C Director ) C A ( r e t n e C t n e m s s e c c A and above
General Managers
Department Leaders & Promoted to Sales Field People Deputy General Manager
Project Manager Promoted to Assistant Manager Senior Specialist
Specialist and below
Enterprise Informatization 01 Hotai Motor and eight dealers have passed the ISO 27001 certification Leading the automobile service industry as the first distributor to obtain international certification together with its dealers. Possessing the highest standard in customer information protection, always improving and providing our trustworthy service. Enhancing the security of our website, ensuring customer privacy and safety from external threats.
02 Promoting paperless processing in the effort to save the environment Our full catalog is available electronically for on-the-go browsing and iPads are used for customer interaction. The use of electronic receipts reduces waste, cuts down on carbon emissions, and increases service efficiency. Replacing paper records with electronic record keeping is safer, more environmentally-friendly and more reliable.
03 Introducing on-the-go service, providing innovative and instantaneous ways to satisfy customer needs Serving the customer separately from the vehicle decreases waiting times. Receiving customers inside our service center, featuring a fully integrated dual-screen display, greatly increases customer satisfaction. Cloud storage provides a fast and reliable channel of communication for our dealers.
31 Giving More to Society while Focusing on Our Main Business
Hotai Motor has cared for Taiwan for decades, and its love for this land is increasing. Therefore, it has committed to shortening the gap between people and land and has been promoting social and cultural spirit over time.
Road Environment Eco Educational Culture Healthy CSR Traffic Protection Sustainability Program Cultivation Activity Safety
Road Traffic Safety ■ Promoting a Safer Road Environment. In 1974, Hotai Motor began its involvement in road traffic safety activities in ahead of other businesses, especially in various road traffic safety promotion and other related programs. At that time, Hotai Motor organized the children painting and calligraphy competitions to promote the importance of road safety. Later on, Hotai donated crossing guard equipments, offered scholarship to the children of good drivers, donated vehicles to taxi drivers with distinctive performance, provided accidental medical insurance for members of the Taipei City Voluntary Traffic Police Squad, and held activities for children’s traffic safety series etc. Over the past ▲ Hotai Motor Road Traffic Safety Education fourty years or so, Hotai Motor’s concern for road traffic safety has never stopped. and Storytelling Tour
Environment Protection ■ Moving Forward for a Better Environment On Earth! TOYOTA Japan has been promoting charity activities for environmental protection over the years. It is also committed to the R&D of environmental cars and recyclable materials for manufacturing vehicles, in order to realize its corporate social responsibility. In the United Nations Environment Programme (UNEP) launched in 1999, TOYOTA Japan won the Global 500 Environmental Protection Achievement Award. In 2000, it launched the TOYOTA Environmental Protection Activity Research Program to support environmental recovery and environmental protection by subsidizing practical projects relating to environmental technologies and environmental education on a community basis. For this reason, Hotai Motor has been ▲ TOYOTA offers the intelligent electric organizing various environmental protection activities to display its social and environmental vehicle rental service in the Sun Moon Lake responsibility through concrete actions in recent years, in order to do its part for earth.
Eco Sustainability ■ All Creatures will Benefit from Ecological Conservation and Thrive Along with Human Beings. Let Us Turn Formosa into a Permanently Beautiful Island. “Taiwan is a beautiful island.” As a member in the transportation business, Hotai Motor has spared no pain to express concern for and be involved in Taiwan’s environmental protection since it was established some seventy years ago. This allows us to feel that beautiful things are around us and worthy of discovering and experiencing. “Looking at the birds flying in the blue sky and watching butterflies hovering in the green,” Hotai Motor and its affiliates will continue to promote and involve in environmental protection, respect nature, cherish life, feedback to the society, and support for the public. ▲ Hotai Motor has donated 20,000 saplings and three years of funding for the nurturing of these plants. 32 Always Plus One
Educational Program ■ Providing Practical Experience through Academic Programs to Cultivate Future Enterprise Leaders on Campus Over the years, Hotai Motor has been effectively using its enterprise resources to different parts of the society to achieve the goal of enriching society and sustaining economic development. In recent years, in order to increase social contributions and cultivate excellent talents for the future, Hotai has organized various academic exchange activities. In a relaxing academic atmosphere, people exchange opinions and inspire one another. These vivid and interesting interactions, face-to-face exchanges, and learning environment arouse the student’s interest in enterprise management research, inspire their creativity and encourage ▲ LEXUS Challenge them to make their dreams come true. We believe that these activities are positive to enterprise development, talent growth and our society as a whole.
Culture Cultivation ■ Cultural, Art and Musical Treats for a Better Life As the best way of relaxing the spirit and being the common language for human communication, music is great for changing one’s character and personality. Art is the quintessence of human civilization, a part of life and the basic of holistic education. With the influence of music, living quality is improved with true and consoled emotions and souls. By seeing the importance of music education, Hotai Motor began inviting world-leading orchestras to give performances in Taiwan in 1990 to aggressively promote art literacy to the public, hoping to encourage the public to participate in art activities, increase the art population, turn art and culture into a social norm, and enhance the living quality of all citizens.
▲ 2014 LEXUS Classics- The Philadelphia Orchestra Healthy Activity ■ We not only offer best services to customers' vehicles, but also care about our customers' health Upholding the belief in “Better than the Best,” we keep providing perfect services and quality through continuous improvement. Similarly, Hotai Motor has spared no pain to participate in health-promoting and meaningful activities to the public and car owners. Hotai Motor pays attention to the need of customers at different stages, and every activity is tailored for customers’ needs. In the future, in addition to continuously creating and developing brand value, we will combine the power of enterprise and a large quantity of resources to provide the public and car owners with more and multidimensional concern activities. ▲ LEXUS Golf Academy
CSR ■ Spreading Love with Charity Activities and Sponsoring Activities for Social Well-beings “The stars are the most beautiful things in the sky, and affection the most wondrous thing in humans.” Upholding the belief in “caring for the elderly as if they were your parents, and nurturing the young as if they were your children”, Hotai Motor and Chun Ching Social Welfare Foundation spread the spirit of “we are in the same boat” to different parts of the world, in order to send love to the underprivileged and warmth to all parts of the world. We hope that this can bring warmth to society, promote social well-beings and fill the world with love. ▲ ▲ ▲ Donated NT$30 million to Japan after the Tohoku The 121 TOYOTA workshops provide homemade Donate bloodmobiles and call on all employees to Earthquake cookies made by "Children Are Us Foundation" in give blood and help others order to support those who suffer from mental or physical impairments.
33 The Most Glorious Approval for Hotai Motor is Customer’s Satisfaction
From quality to service, even the seemingly unimportant detail is also the focus of our greater effort. Instead of being self-content about the present glory, Hotai Motor always hopes that things can be better!
Mr. Su Yann-Huei, Group Chairman, accepted the National Quality Award.
Hotai Motor continuously won the Most Admired Company in Taiwan from CommonWealth Magazine: Chairman Nan-Kuang Huang and President Justin Su received the trophy.
Hotai Motor won the 22nd session ROC Enterprise Environmental Protection Award.
34 Think Outside the Box and Challenge Your Dreams
We will keep going with a heart to make breakthroughs and turn our achievements into the drive for a better future. In the future, Hotai Motor will excel with total devotion, in order to break through any confinement in vision, and build a more beautiful dream for car owners and the earth.
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