TWSM in Pakistan - Mar 30, 2004 To enhance Customer Satisfaction, extensive training programs were held during the year. Toyota Motor Corporation’s success worldwide is largely due to its unique and effective way of providing customers with the best car purchasing and ownership experience. This is embodied in the TWSM (The Toyota Way in Sales and Marketing), which is now a global guideline for all Toyota companies. Your company, with the assistance of Toyota’s Global Knowledge Center, has launched a program to retrain its entire marketing staff as well as the dealership principals and their staff. A series of seven TWSM Workshops were conducted in different cities to provide 42,500 man-hours of training. A TWSM Manual for Dealership Frontline Staff has also been developed. This intensive training program will continue during 2004-2005. As always, your company intends to continuously enhance its competitive edge by not only manufacturing world class quality cars but by also ensuring that our dealerships and marketing staff are the best in the industry and their skills and competencies are upgraded all the time so that they provide high levels of customer satisfaction.