Vehicle Delivery Quality

One of Toyota’s top priorities is to make sure the condition of a vehicle reflects “Toyota quality” when a customer takes delivery. From port arrival to driving off the lot, there are countless roles and sub-roles that need to be aligned in order to maintain vehicle delivery quality (VDQ). Toyota asked us to create a series of e-learning courses that could be used by dealership employees.

After extensive research and needs analysis, we developed the content and designed the storyboards that drove module development. Ultimately, there were eight modules — offered in both English and Spanish — that dealership employees could choose from as they pertained to their specific tasks.

  • Introduction
  • Vehicle Receipt, Storage & Handling
  • Pre-Delivery Service
  • Dealer Installed Options
  • Paint, Finish & Repair
  • VDQ Management Essentials
  • Sales Manager: New Vehicle Delivery
  • Sales Associate: New Vehicle Delivery