july/august2016 THE MAGAZINE FOR DEALERSHIPS

A MODEL DEALER

AT DOLAN TOYOTA, IT’S ALWAYS BEEN ABOUT BEING THE BEST

FROM LEFT: RYAN, TOM AND BRADY DOLAN 6 DEALER DOINGS: 1

0 Wesley Chapel Toyota Employees Help Build Homes, and a Strong Bond with Their Community

by Dan Miller

Walk through the showroom at Wesley Chapel Toyota The dealership’s generosity isn’t limited to just north of Tampa, Fla., and you’ll discover video displays Habitat for Humanity, however. Community Partnerships that rotate through a collection of photos. The images, Director Johnson says the store offered its staff though, are not all of Toyota vehicles. 33 hands-on service opportunities in the past year. “It’s an immense source of pride when you’re with “Active community involvement is our No. 1 core a customer and they see a picture of you on the roof of value,” he says. “The culture here, from the Williams a house, nailing down shingles,” says Managing Partner brothers down, encourages everyone to serve. We make

july/august 2 Patrick Abad. “We don’t do it to take any kind of credit. it fun, we wear matching T-shirts. Volunteering gets We do it because it shows who we are at our core.” Future Forward us out of the dealership and gives us a chance to see 9 In this instance, the photos tell the story of a Toyota is making sizable investments in innovative each other in a different light. That, in turn, creates dealership that actively supports Habitat for Humanity connected-vehicle technology. What does it all mean? better relationships, which makes a difference when chapters in both East and Central Pasco County and That a very exciting future in mobility lies ahead of us. we work together at the dealership.” Hillsborough County with its dollars as well as its time. 6

The hands-on philanthropic ethos is not only 1 Five years ago, Wesley Chapel Toyota helped 0 admirable, it’s also apparently contagious. Abad says finance and construct its first Habitat for Humanity house. Since then, nearly half of the store’s 186 many of the dealership’s vendors, media partners and associates have pitched in on two homes per year for customers also often join the associates in lending a july/august 2 helping hand. 2 2 Dealer Doings 13 , iBOTs and Wearable Devices families who wouldn’t otherwise have an affordable place of their own to live. When the charity dedicated “When we say we’re going to build a house, Toyota dealers reach out to build relationships (and homes). It’s not just about cars. Innovation and technology can people line up at the door. We never have to ask help provide mobility solutions for the elderly, disabled its most recent project in May, some 40 Wesley Chapel 5 On the Cover: Dolan Toyota and blind communities. Toyota associates made time in their busy day to witness twice,” he says. “That all starts when we’re hiring. t oy ota today After 40 years in the car business, Tom Dolan understands John and David Williams, the dealership’s owners, hand We look for quality people, not just good car people. the need to adapt to change. But a keen focus on reputation 17 Government That Works over the keys to Priscilla Pate, the new homeowner. That’s just the way we do it here.” and people? That never changes. Can the Toyota Production System help streamline the federal government? The U.S. Department of Housing 11 Well Connected and Urban Development asks for, and receives, help. Toyota Connected is a breakthrough in our approach to technology. But what, exactly, is it and how will it Roof Raisers Wesley Chapel change the auto industry? Toyota Connected CEO Toyota associates Zack Hicks explains. join forces to help build a Habitat for Humanity Home in the Florida dealership’s EDITORIAL STAFF toyotatoday.com community. Published six times per year for Toyota dealers and dealership personnel by the Corporate Communications Manager Lora Jones Division of Toyota Motor North America. Copyright ©2016 by Toyota Motor North America. Contents may be reprinted with permission. All rights reserved. Editor Lisa Yamada Address magazine inquiries to: Writers Dan Miller Lisa Yamada TEL: 469.585.1039 eMAIL: [email protected] Dan Nied For customer inquiries please contact Kaitlin Pennell the Toyota Customer Experience Center: TEL: 800.331.4331 Design AkinsParker For product and company information: WEB: toyota.com TEL: 800.GO.TOYOTA DEALER DOINGS: DEALER DOINGS: Metro Toyota Tony Divino Toyota Fathers and Sons Utah Dealership Unites Rock Crawlers and Mudders

by Karen Nielsen by Dan Nied

Iggy Garcia saw an opportunity to create a community. The area’s abundant acres of backcountry are an And he did just that with the TDX car show in the off-road playground for diehard rock crawlers and parking lot at Tony Divino Toyota in Riverdale, Utah. mudders who seek out extreme trails or take their “We just wanted to connect with the local vehicles into the water. They build out their vehicles community and get to know some of the people,” says with bumpers, bars, bigger tires and lifts. A less Garcia who is the dealership’s internet director. “Some extreme group enjoys expedition-style trips with their of our customers mentioned that there wasn’t any kind families to access great camping and fishing sites off of Toyota/Scion meet-up event in Northern Utah.” the beaten path. So, Garcia filled that void in 2015. Initially, the show “There’s a good mix of both of those communities,” was designed for Scion and Toyota sports car owners. says Garcia, who worked closely with influencers to But, in a region as mountainous as Riverdale—about create a buzz for the show. 30 miles north of Salt Lake City—plenty of off-road “It blew up our social media,” he says. “We probably

6 vehicles found their way to the show. So, the tCs, FR-Ss, had more traffic that weekend on Facebook and Twitter 6 1 1 0 0 MR2s and Supras were joined by plenty of Tacomas, than we do in an entire month. People were definitely FJs, 4Runners and Land Cruisers. engaged. This year, Garcia focused on off-road vehicles. “Now, these folks who are active in social media july/august 2 july/august 2 3 The show drew in about 100 vehicles, including a groups see there is a dealer that supports them, and 4 wide range of specially modified vehicles, as well as provides a place for them to get together and connect,” customers interested in the expedition lifestyle and Garcia adds. “That is key to building community A Family Affair Pictured from right to left: Barry Greenfield sold Dr. Jack Wilber a Land Cruiser in 1990 (which has since been sponsors who specialize in off-road products. relationships. We can’t wait for next year’s show.” t oy ota today t oy ota today replaced by other Toyota vehicles including an FJ Cruiser). Now, 26 years later, Barry Jr. sold Jack Jr. a Tacoma.

When Dr. Jack Wilber bought a Land Cruiser from Wilber is a go-to source for medical advice and has Metro Toyota in 1990, he was just starting his medical operated on the elder Greenfield and his son. Greenfield career and his wife was pregnant with their son, Jack Jr. Sr. is everything automotive for the Wilber family. The young sales consultant, Barry Greenfield, was just “Mr. Greenfield handles cars for my dad, and my dad starting his career in the car business. Coincidentally, handles healthcare for Mr. Greenfield,” jokes Jack Jr. Greenfield and his wife were also expecting a son and And the boys? Well, they became good friends planning to name him Barry Jr. through the years. So it’s no surprise that Jack Jr. has Neither of them anticipated that 26 years later been driving Toyota vehicles since he started driving. their sons would follow in their footsteps. You see, But when it came time for the young man to buy his own Jack Jr. recently bought his first car from Barry Jr. vehicle—a 2015 Tacoma—he knew just the person. Dr. Wilber, now professor and chairman of orthopedics “I wanted to buy my truck from Barry (Jr.),” he says. Serious Mods at MetroHealth Medical Center in Cleveland, and his family “It’s a great experience whenever we go there. They make Off-road enthusiasts show off their modifications at Tony Divino Toyota’s TDX car show in April. have bought at least 10 vehicles from Barry Sr., who is now everything really easy for us. And knowing that our dads general sales manager at Metro Toyota in Brook Park, Ohio. did the same thing years ago makes it kind of special.” FOR TOM DOLAN, IT’S ALWAYS BEEN ABOUT LEAVING A LEGACY Power Players In addition to Tom Dolan (on the facing page), the Dolan Auto Group management team includes (from left) COO 6

Ryon Walters, General Manager Brady Dolan and CEO Ryan Dolan. 1 0 by Karen Nielsen july/august 2 When Tom Dolan first started working in sales at the Toyota 6 dealership, the store was ranked No. 14 in Reno. Out of 14 Dolan admits it was never his intention for his kids to asking him to take on their stores and he had a knack for dealerships. The building had one bathroom, you had to move work in the business, and he wouldn’t even entertain the idea turning them around. His business model, if he has one, nine cars just to show one, and the space was so small that until they graduated from college, and learned the ropes from is pretty straightforward: “I’m not smart, so I had to work t oy ota today on Saturdays everyone was working on top of each other. the bottom up. hard. When a problem came up, I addressed the problem. But it was fun, he remembers. “In the old days it was hard,” he says. “It’s just a different When an opportunity crept in, I addressed the opportunity.” That was 34 years ago. Today, Dolan Toyota is housed hard now.” Jeff Bracken, group vice president and GM of Lexus, at the same location on auto row, but in a $28 million, has known Tom Dolan for 17 years. He says Dolan’s 300,000-square-foot facility that takes up a full city block. CHANGE OF PLANS “bigger than life” personality and ability to stay true to Since the remodel in 2009, it’s captured nearly 20 percent Dolan started off on a different career path, working himself have been key drivers for his success. market share moving nearly 600 new and used cars a month. as a state juvenile parole officer for three years while “Tom genuinely cares for people—his family, his Many people ask why he built the most expensive attending the University of Nevada, Reno. He took a employees, his customers, his business partners and, of dealership in the area. job in insurance sales after graduation and caught the course, his community,” Bracken says. “A handshake isn’t “I wanted to leave a legacy of having the nicest have proven to be formidable leaders. Dolan, who will attention of his roommate’s dad, Don Weir Sr., who quite enough for Tom—you’ll always get that big bear hug dealerships in Reno,” says Dolan, who owns four other likely never fully retire, is giving them the freedom to adapt owned Reno Dodge. from him.” dealerships in town, including a newly renovated Lexus store the dealership to a changing demographic of customers “He said anybody that would sell him that much that commands over 30 percent of the luxury market in Reno. and employees. insurance should go to work for him,” says Dolan, who Dolan is a shoot-from-the-cuff kind of guy. He’s self- With recent health issues that led to a lung transplant “I like that they have the initiative to get something done,” from 1975-1982 advanced his way from sales to finance deprecating and witty, so this next statement shouldn’t be a and double bypass surgery in January, Dolan is fortunate to he says. “I always told them if they don’t bring something manager and sales manager to GM at Carson City Dodge- surprise. Even though he was buying up franchises, he knew have his two sons, Ryan and Brady, at the helm. Ryan, 39, to the table, I don’t need them. They always came with Chrysler and Reno Dodge. better than to overload the Toyota store. “It’s the bull with the became CEO in 2010 and Brady, 31, is the general manager. good ideas, and 90 percent of the things they brought to In 1984, he bought a 10 percent share in Reno Toyota fuzzy nuts,” an expression Ryan says his dad has used for The boys, along with family friend and COO Ryon Walters, me worked.” and eventually took full ownership. Other franchises began over 25 years. Translation: It’s the top priority. Faces of Success Dolan Toyota has made a conscious effort to change the face of its dealership by hiring more millennials and women to better serve its customers. IT’S ALL ABOUT THE PEOPLE A good reputation and taking care of people— the giving wall in the dealership, which displays an BREAKING employees, customers and the community—also are impressive array of thank-you messages. 6

1 incredibly important. Dolan Auto Group has donated more With nearly 300 employees at Toyota—and a total 0 than $2 million to local charities, focusing primarily on of about 500 at Dolan Auto Group—Dolan has grown THE MOLD children and the elderly. his employee base considerably. But he says a fun july/august 2 “Giving back to the community is the No. 1 thing we environment and good people will always make the BRINGING MILLENNIALS INTO THE FOLD 7 do,” Dolan says. “I wanted to do that all my life. The best company. compliment I can have is when somebody says thanks for “I always try to make sure everybody’s happy and helping the kids and the people of Reno.” their families are taken care of,” he says. “If a dealer Four years ago, Dolan Toyota decided to change the whole new set of multitasking skills to areas like

t oy ota today His boys are continuing the trend, as evidenced by has good people working for him, that says it all.” face of its dealership—literally. sales and service writing. Dolan says the dealership “We made a conscious effort to attract a different also is focusing on hiring athletes recently graduating sales consultant,” says CEO Ryan Dolan. “We didn’t from college. want to have the old guys sitting outside smoking Dolan Toyota continues to model some popular cigarettes that everybody sees at car dealerships. Lexus amenities such as adding a concierge or “brain Those old school guys were scaring off women, who center,” which handles all calls, appointments and make about 80 percent of the car-buying decisions,” Internet inquiries and is mostly staffed by salaried he says. millennials. They’ve installed a photo booth with a full- So, the execs quit recycling car salespeople from time photographer on staff to take pictures of the actual other dealerships. They sought to attract millennials cars that will be sold online. And on-staff delivery and others who had zero car experience to avoid bad specialists are available to explain the numerous habits. Turns out that millennials were scared off by high-tech features of a vehicle, boosting customer commission and are motivated by set pay and vacation time. So, they switched to salary-based pay, added in satisfaction. more vacation time, and called them vehicle specialists There’s little haggling on price, so the focus is all instead of salespeople. The millennials can relate to about the experience. a younger generation of car buyers, who prefer to text “My dad understood that things are changing, and rather than talk on the phone. he’s allowed us to do it, which has made us successful,” More women have joined the ranks, bringing a Ryan says. “You have to adapt to your surroundings.” Zack Hicks,CEOofToyota ConnectedandCIOofToyota Motor G in computerscience,materialsscienceandrobotics.” tyranny oftechnology.” Meanwhile,BobCarter, senior vice assembled ateamofartificialintelligenceall-starsthat North America,talksabout“freeingourcustomersfromthe president ofautomotiveoperationsforToyota MotorSales, promises to“pushtheboundariesofhumanknowledge hopes forafuture“wherethecarisincapableofcausing ill Pratt,CEOoftheToyota ResearchInstitute,has inventing the inventing A WIDE ARRAY OF TECHNOLOGIES THAT ARE DESIGNED ARRAY THAT A WIDE ARE OF TECHNOLOGIES TO “MAKE LIFE BETTER FOR OUR FOR CUSTOMERS” BETTER LIFE “MAKE TO TOYOTA IS DEVELOPING AND INTEGRATING INTEGRATING AND DEVELOPING TOYOTA IS by

Dan Miller

scope ofdesigning,manufacturing,sellingandservicing automobiles. No one knows exactly what this new reality reality new this automobiles. Nooneknowsexactlywhat a crash,makingitpossibletosavemoreandlives.” But it’s safe to say that we, as a company and an industry, industry, an and But it’scompany safetosaythatwe,asa will looklikewhenallofthehigh-tech pieces fall into place. profound isstirringatToyota—beyond thenormalday-to-day have averyexcitingfutureaheadofus. Consider theserecentannouncements: Clearly, somethingfundamentallydifferentandpotentially

The primarybaseofoperationsisinSiliconValley near A CONNECTED-VEHICLE A CONNECTED-VEHICLE DEVELOPMENT A HUB THE FOR AN ARTIFICIAL

Stanford. Asecondfacilitywillbeestablishednearthe freezing, it’s likely the road isicy. Thatinformationthe it’slikely freezing, in thefieldsofartificialintelligence,materialsscience in the newlyformedToyota ResearchInstitute(TRI). that you’re making heavy use of your vehicle’s anti- vehicle’s your of that you’remakingheavyuse safe butalsomoreaccessible,regardlessofa person’s Connected announcedtheformationofanewentitythat and robotics. This work aims to not only help make vehicles and robotics.Thisworkaimstonotonlyhelpmakevehicles of Michigancampus.TRI’s missionistobridgethegap ownership experience. One possibility: If the data reveals reveals ownership experience.Onepossibility:Ifthedata CAR INSURANCE COMPANY INSURANCE CAR OF CONNECTIVITY TECHNOLOGIES CONNECTIVITY OF Massachusetts InstituteofTechnology inCambridge, INTELLIGENCE LABORATORY direction, warning them to slow down. See a Q&A a See down. slow to direction, warning them lock brakesandtheexteriortemperature is below driven applications that willtransformthevehicle while athirdwillbeinAnnArborneartheUniversity calculate each customer’s personaldriving score. “pay-as-you-drive” servicesthatusedatato deliver will with ZackHicksonthefollowingpages. headingvehicles to relayed be incould the same near TMNA’s newheadquarterscampusin residence Plano, Texas. Its mandate?To Texas. identifyanddeploydata-Plano, physical challenges. between fundamentalresearchandproductdevelopment In April,Toyota FinancialServicesandToyota Led byHicks,Toyota Connectedwilltakeup Toyota isinvesting$1billionoverthenextfiveyears

VEHICLE The vehiclesaredesignedtonotonlytalkwitheach Toyota ishelpingtotransformthestreetsofAnnArbor, Transportation ResearchInstituteandotherautomakers, A CITYWIDE A CITYWIDE A SATELLITE-CONNECTED

in Detroit,Toyota displayedaresearchvehiclebased it becauseweshould.Itisourresponsibilitytomakelife share commonstandardsacrossnationalborders;and satellite communicationstechnologyfromKymeta, signals. Thegoalistodeploy5,000vehicleswith areas; theglobaldeploymentofconnectedvehiclesthat technology. Satellitecommunications(vs.cellular antenna U.S.-based a company thatisaworldleaderinflat-panel ability toimproveproducts,”hesays.“AtToyota, wedo area. Theobjectiveistogaugetheviabilityofconnected vehicle awarenessdevicesthroughouttheAnnArbor on thefuel-cell-poweredMiraithatisequippedwith emergencies suchasnaturaldisasters. of huge amounts ofdatatoavehicle;broadcoverage other butwiththecity’s infrastructure,suchastraffic CONNECTED-VEHICLES TEST CONNECTED-VEHICLES Mich., intotheworld’s largestoperational,real-world deployment ofconnectedvehiclesandinfrastructure. driving systemsthatcould,amongotherbenefits,greatly reduce vehiclefatalities. perhaps summeditupbest. networks) offer severalkeybenefits,suchas:thedistribution networks) not pursueinnovationsimplybecausewecan.We pursue more stableandsecurecommunications,particularlyin better for our customers, and society as a whole.” better forourcustomers,andsocietyasawhole.” “As technologycontinuestoprogress,sodoesour Toyota MotorCorporationPresidentAkioToyoda In partnershipwiththeUniversityofMichigan At the2016NorthAmericanInternationalAutoShow

10 toyotatoday july/august2016

CONNECTED How are we going to know How do we communicate that if I like the Cowboys? this is not going to be intrusive, Well, if you’ve allowed us to access your public but will be helpful? JUST WHAT IS TOYOTA social media posts, we might know that. Public social Toyota complies with the auto industry’s privacy CONNECTED? CEO ZACK media posts tell us a lot. We can subscribe to social code of conduct. Part of that commitment is being HICKS BREAKS IT DOWN media feeds, and we do that now. That way we can transparent with our customers about data we collect, hear the voice of our customer. Now, if somebody posts use, share and retain. something private, we won’t see that at all. People are willing to share their data if they’re going to get something that’s a better value in by Dan Nied So it’s just using the information exchange. But we also have a responsibility to not 6 1 0 customers volunteer to give us? do something damaging with that data. We can’t So what exactly is Is that kind of a model for Right. Many of the music-streaming companies and just give it to somebody else. And customers have Toyota Connected? Toyota Connected? radio stations are doing that today. They’re monitoring to know that if we’re going to give it to somebody july/august 2 11 Pretty much everything we as individuals do today It’s a great example. And, you chose to receive this how long their customers are on a station or on a certain else, it’s for value. emits data. And we really should be leveraging it to information on your navigation app. You may not know song. And if the customer changes the channel during Today when you get a flat tire and you push the make better cars and create better experiences for our you made this choice but you did. With Toyota, it’s going the same song, a lot of music streaming services will SOS button, we’re sending data to either AAA or to be more explicit to opt in. But otherwise, it’s the same just stop playing that song for you. So it’s the same type t oy ota today customers. That’s Toyota Connected. another service provider. But we don’t want to give of technology. Our cars now and in the future will emit and provide us concept—but we’re going to make it even better. it to a marketing firm and have them do something with data. We’ll have cameras on the outside. Cars will be When you get in your car, you shouldn’t have that betrays our customers’ trust. capable of telling us what radio stations and songs people to program in a destination. Based on your driving We’ve heard you use the term actually listen to in their vehicle. Our cars will be able to patterns and preferences, we believe we’ll be able “tyranny of technology.” tell us other things, like customers’ travel patterns. to guide you to your destination and help you avoid traffic. So that’s how we can use data to make a What does that mean? That’s stuff we’re doing now? customer’s life better. We want to make technology easier for people. It’s stuff we have the capability to do now. We’ve We can also tell when you’re driving outside your Today, there are so many apps and devices, and it’s proven the capabilities internally, but now it’s time for us normal patterns. With today’s technology, we can guess overwhelming. Our devices should be a means to to do something amazing with it. This is about taking that with 80 percent accuracy when you’re not going home. an end versus being the destination. In restaurants, data and making it work for the customer in ways that So how can we make that worthwhile? If we know you you see families staring at their devices and not the customer wants. And customers can choose to take really like the Dallas Cowboys, and we know there’s even talking to each other. That’s the tyranny of advantage of these advancements. a game that day, and you’re traveling in the general technology. direction of the stadium, we can predict with 80 percent We aim to take the available technology and So one example that comes to accuracy that you’re going to the Cowboys game. put it in the background, and then make it more of a Beam Me Up! mind, every time I get into my car, We can say, “Looks like you’re going to AT&T Stadium, In January, Toyota revealed its partnership digital concierge. Then we’re taking the device away my phone . . . do you want us to route you around traffic and prepay with Kymeta, a U.S.-based company that has from the person and giving them the answers they developed technology that can connect a vehicle Your phone tells you where you’re going! your parking?” with a communications network via satellites. need and more time back in their day. mobility MEANS MORE

THE FUTURE OF MOBILITY IS ABOUT MORE THAN JUST CARS. It’s about extending the freedom of mobility to all. The projects below and on the following pages have the ability to transform lives, helping the elderly, disabled and blind more with freedom, independence and confidence. DRIVING TO MAKE A DIFFERENCE Toyota and National Volunteer Transportation Center outline partnership TOYOTA ROBOTS POISED 6 1 TO REVOLUTIONIZE 0 On a rainy day in Rockville, Md., Larry Korb parks support increased mobility and access to resources for HOME HEALTH CARE his Toyota Camry and hurries to open the passenger community members in need across the nation.”

door and hold an umbrella over 77-year-old Sondra Phase one of the partnership includes a $400,000, july/august 2 by Mark Wasserman Wasserman. multiyear grant from Toyota to support NVTC/CTAA 14 As a driver at the Senior Connection in nearby programs, including the annual STAR awards, annual Silver Spring, this is the sort of trip Korb made more CTAA conference sponsorship, in-kind resources and It’s no secret that people are living longer thanks to than 200 times last year—volunteering his time and additional mobility initiatives currently in development. advances in medical technology. And that means there t oy ota today vehicle to pick up senior citizens and take them to Toyota also will donate two vehicles—a 2016 Toyota will be a bigger demand for long-term care workers. doctor’s appointments, shopping trips and community Prius and a 2016 Mobility Sienna—to volunteer driver Toyota addresses this issue by teaming up with events. The National Volunteer Transportation Center programs. In addition, Toyota will offer a special fleet a number of research institutes to develop a Human (NVTC) supports thousands of drivers like Korb, and purchase program for the more than 4,000 CTAA member Support (HSR) designed to assist independent organizations like the Senior Connection, that enable organizations and 145,000 individual non-emergency home living for the elderly and disabled. With its the freedom of mobility. And now NVTC has a new medical transportation providers. highly maneuverable, compact and lightweight supporter, Toyota. “The thousands of volunteer drivers in America cylindrical body, HSR is capable of retrieving objects Toyota is launching a comprehensive, multiphased provide more than a ride to an appointment or activity,” from shelves, picking up objects off the floor and partnership with NVTC to improve accessibility and says Helen Kerschner, NVTC director. “They provide a performing a variety of other tasks. efficiency of transportation solutions for the elderly connection to friends and family, to needed services Of course artificial intelligence is no substitute and disabled. NVTC, an initiative of the Community and life-enriching experiences.” for good old TLC. That’s why the robot can be operated Transportation Association of America (CTAA), promotes By gathering volunteer transportation program remotely by family and friends, with their face and and supports more than 800 volunteer driver programs information, connecting communities and sharing voice relayed in real time. in 50 states, the District of Columbia and Puerto Rico. volunteer best practices and resources, NVTC unites Toyota is planning to loan HSRs to partner “Toyota is focused on products and services that volunteer transportation initiatives in the United States. organizations—primarily universities, research bring personal mobility to everyone, everywhere,” says The partnership will evolve to include multiple Toyota facilities and businesses—who will then share their Latondra Newton, Toyota Motor North America group divisions and partners supporting volunteer drivers in Care When You’re Not There software development progress and newly gained vice president, social innovation. “Partnering with new ways, facilitating connections and creating new Imagine a robot who can retrieve medication and have a conversation with an ailing or elderly loved one. knowhow with the HSR developers. volunteer organizations like NVTC allows Toyota to opportunities for both Toyota and NVTC. Transforming Lives Belo Cipriani, a young blind man A CONVERSATION who is testing an early version of the wearable device says mobility ⠠⠃⠠⠇⠠⠁⠠⠊⠠⠙ is “epic for independence.” TAKES PLACE Photos by Sam Ciaramitaro IN SPACE by Mark Wasserman PROJECT

What is 13 inches tall, wears red boots, completed a successful mission to the International Space Station BLAID and garnered two Guinness World Records? Toyota’s remarkable—and adorable—astronaut robot named . WEARABLE MOBILITY DEVICE AIDS Equipped with voice recognition, natural language VISUALLY IMPAIRED processing, speech synthesis, telecommunications by Karen Nielsen functions and cameras for facial recognition and recording, Kirobo’s mission was to interact with human astronaut Koichi Wakata (left) in the world’s first conversation experiment between a robot and a human in outer space.

Imagine trying to navigate an office building when you’re the shoulders and is equipped with cameras that detect

blind or visually impaired. Every movement is an exercise in 6 the user’s surroundings. It scans for features that are 1 0 decoding sounds, scents and landmarks to find seemingly important to the visually impaired and communicates NEXT simple things like a restroom, elevator or door. through speakers and vibrations. Bluetooth technology Existing tools like canes, service dogs and basic GPS allows the user to pair the device with a smartphone for july/august 2 gadgets only go so far. additional functionality. 16 GENERATION That’s why, for the last four years, Toyota engineers Users can interact with the device through voice and the Group have been collaborating by Dan Nied recognition and buttons, asking to locate a restroom,

iBOT with leading organizations and members of the vision- t oy ota today escalator, exit, stairs, doors or storefronts in places like impaired community to develop a new wearable device Toyota has joined forces with DEKA Research and Development, that will greatly improve mobility. office buildings, shopping malls and airports. the company founded by legendary inventor Dean Kamen, Project BLAID fills the gaps by providing users with Toyota plans to eventually integrate mapping, object to support mobility solutions for the disabled community. more information about their indoor surroundings. The identification and facial recognition technologies. Beta This agreement will help DEKA to proceed with plans to lightweight, horseshoe-shaped device is worn around testing on the wearable device began recently. complete the development and launch the next-generation iBOT motorized wheelchair. The iBOT is a revolutionary motorized wheelchair with two

sets of powered wheels that can be rotated to allow the user to Designing Minds “walk” up and down stairs. The wheelchair allows users to rise The current Project BLAID prototype is a from a sitting level to approximately six feet in height and travel hands-free, horseshoe- in this “standing” configuration, and is capable of traveling shaped device that sits around the user’s through a wide variety of terrain types. shoulders. Under the terms of the agreement, Toyota will license balancing technologies held by DEKA and its affiliate for medical rehabilitative therapy and potentially other purposes. The companies continue to engage in ongoing discussions about how Toyota can further support DEKA and its mobility assistance technology. Building Hope Secretary Julian Castro pays a visit to a HUD construction site in San Diego in 2015. When completed, this project government will offer affordable housing to veterans. that works HUD adopts TPS-inspired change, empowering its people to better serve those who need their help most

by Dan Miller

Greg Castello admits that, when he told his colleagues at the fall. Less than a year’s worth of visits and phone calls the U.S. Department of Housing and Urban Development later, tangible benefits have already been realized. 3. Processing housing conversion financing—Owners of problem, he would step in and help us get through it. Then (HUD) they’d be collaborating with Toyota, he did get some “It’s happening slowly, but we’re making progress,” HUD properties can apply to the agency for, essentially, he would step back, nudging the train from time to time to 6 1 quizzical looks. says Deputy Secretary Coloretti. “There had been the ability to take out mortgages to better maintain their keep it on the tracks.” 0 “There were quite a few jokes,” says the federal numerous attempts at process improvement at HUD in the properties. With Toyota’s help, HUD is looking to cut the The fundamental shift, both say, is from a bureaucracy agency’s director of transformation. “Like, ‘When do I get past. These are very difficult things to establish. But with processing time in half, helping neighborhoods improve where power trickles slowly from the top down to one that my free car?’ And, ‘Toyota? We don’t build cars here.’ But, july/august 2 Toyota’s help, we’re getting there. I can see it.” more efficiently. empowers the people at the bottom of the process—those the fact is, we do have a production line. It’s just that it’s 4. Helping displaced tenants—Sometimes these property closest to the actual transactions with citizens—to make 18 paper-based, data-based and people-based.” Taking Hiring Higher conversions require tenants to move out during more of the day-to-day decisions on their own. “As long Castello admits HUD’s production line, like that of most In the early going, the collaborators focused their construction. Previously, those who were affected had as it’s legal, moral, ethical and safe, we’re giving people sprawling bureaucracies, is prone to inefficiency. Toyota, t oy ota today attention on the agency’s hiring plan. That’s the process to fill out 5-7 different forms. This part of the process is permission to do what they’re being asked to do,” says meanwhile, has spent decades continuously improving managers use to determine how many employees and at being consolidated into a single user-friendly form. Castello. the Toyota Production System (TPS). It knows a thing or what staffing and budget levels they’ll need to meet their While there have been some early wins, much work In the long run, Castello hopes this new mindset will two about how to streamline highly complex operations and empower a culture of improvement where every team objectives for the coming year. Prior to TSSC’s involvement, remains. But TSSC’s approach to these collaborations catch on with other groups within the vast HUD universe. member can contribute to their job every day. And, through the many related puzzle pieces took an average of 84 days ensures that, increasingly, HUD will have the skills to He is optimistic. the Toyota Production System Support Center (TSSC), based to fall into place. Now? It’s down to just 11. eliminate the bottlenecks on its own. “The rank-and-file employees are energized by this,” in Erlanger, Ky., it stands ready to share this knowledge From there, Castello says they shifted their focus to “A big part of what we provide is a fresh set of eyes he says. “I had one person, after I explained how we were with organizations that have a true desire to learn and four key projects: that can look at the issues differently,” says Jones. “The going to work through the process, say to me, ‘Wait a adopt TPS as a way to strengthen their operations. 1. Hiring people—This was a logical next step after fact is, I don’t have the answers. They do. These are all very minute: You’re going to ask us to think here?’ Later, that HUD Secretary Julian Castro did just that in the spring streamlining the hiring plan. Once boxes in the HUD smart people who are capable of making improvements on same person said to me, ‘This is the most fun I’ve had in of 2015. The former mayor of San Antonio witnessed org charter are created, it typically takes the agency their own. What they lacked was a structure to know how the 10 years I’ve been working here.’ That’s real change.” firsthand Toyota’s process improvement expertise during his six months to find, vet and hire people to fill them. The to go about it.” Meanwhile, Jones is feeling pretty energized himself. visits to the city’s Toyota Motor Manufacturing Texas plant. goal is to reduce that timeline to 90 days or less. “I’m impressed with how far they have come,” he says. So he directed Deputy Secretary Nani Coloretti, HUD’s 2. Closing grants—HUD awards funding to create and Teaching Them How to Fish “I’ve been with Toyota 25 years and have always felt proud then recently appointed deputy secretary, to reach out to retain affordable housing and reduce homelessness, “What Tom brought to us was, ‘I’m not going to fish for to work for this company. Partnerships like this are one of TSSC—a pro bono resource. among other reasons. The grants are typically valid only you; I’m going to teach you how to fish more efficiently,’” the reasons why.” Tom Jones, Toyota advisor, made the first of his for a specific dollar amount and timeframe. The agency is says Castello. “Our people did the work, with Tom looking To learn more about how Toyota shares its know-how, three-day onsite consultations in Washington, D.C., in building a standardized process to close completed grants. on and interacting when needed. If we got stuck on a visit tssc.com. WHAT’S NEXT With its modern, striking lines, a futuristic interior and uncompromising sense of style, the 2016 Prius has an edge at every angle. toyota.com/prius Prototype shown with options. Production model may vary. ©2015 Toyota Motor Sales, U.S.A., Inc.