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How do you retain your status as a recognized global leader and innovator in automotive technology? Like all dynamic organizations, Toyota Financial Services is faced with an increasingly competitive marketplace that demands high levels of quality customer service. Toyota Financial Services (TFS) knows that today's consumers are better informed due to the wealth of knowledge available on the Web, and have an unprecedented number of non-traditional financing options available to them. To face these challenges, the leaders of TFS recognized that the only way to ride the whitewater that is the constant state of business today is with a team that is not only rowing together, but also can anticipate the course ahead and make rapid, efficient course changes while on the move. Teams, and therefore companies, cannot rely on the traditional chain of command to remain competitive. Leaders must trust teams to make the right decisions and then empower them with that authority. As a Japanese company, Toyota is steeped in a rich culture of unexcelled quality. The challenge then is to achieve that quality with the speed and flexibility of the new economy.
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