Download Report

Issue 1 - 2013
QATAR
MOTOR SHOW
LOSAIL TASTE OF
SOPHISTICATION
01
06
1
NATIONAL
SPORTS DAY
16
ISSUE
Managing Director’s
Statement
In this
02
06
Welcome to the new edition of AAB Newsletter.
After a record-breaking performance in 2012, we had a good start
in 2013. We at AAB believe that consistent day-to-day performance
and superior customer service are critical to the success of our
business and our recognition as a market leader in Qatar. As our
results demonstrate, this customer-centered strategy has proven to
be good for our customers and clients.
15
My own commitment to AAB has its roots in my personal and
professional experiences. So it’s easy for me to be passionate
about ensuring that AAB remains an organization that values the
contributions of all our people, and creates opportunities for them to
succeed. This passion is shared by AAB’s people at all levels, from
our partners to junior staff.
It takes more than passion to achieve our objectives. I believe our
intellectual capital must be as diverse as our customers we serve,
and the communities we work in; and that our ability to leverage
the diverse experiences, talents, ideas, and perspectives of all our
people is absolutely linked to our commercial success.
Accordingly, we work hard every day, and ensure that we continue
to foster an inclusive work environment. And we’re proud of the
progress we’ve made to date. We have been recognized with
the Diamond Award by Toyota Motor Corporation, a prestigious
honor given to a select few Distributors each year in recognition of
exceptional performance. As important, though, is the fact that our
employee surveys tell us that the majority of our people consider
AAB a great place to work and build a career, regardless of gender
or race.
While these achievements are certainly notable, we recognize that
we must always challenge ourselves to be bolder, to look beyond
today’s success and take our vision and our accomplishments to
the next level. We must stay focused on our primary goal to be the
best Toyota & Lexus Distributor in the region. We must remember
that diversity enhances our organization and communicates who
we are to the marketplace; and that our success as an organization
hinges on our ability to fill and sustain a diverse pipeline, and create
opportunities for our people.
I would like to take this opportunity to thank every one of our
employees, our suppliers and, of course, our esteemed customers
who turn up regularly at their favourite destination for the best in
automobile products, sales and service.
Thank you.
Dr. Nasser Abdulghani Al Abdulghani
Qatar Motor Show
01
AAB Bags the Diamond Award from TMC
02
GCC Traffic Week
03
HH the Emir Cup Endurance Race
04
All-new 2013 Avalon
05
Losail Taste of Sophistication
06
Fourth Generation All New 2013 Rav4
08
Geneva Motor Show: Wave Concept
09
National Sports Day
16
Editorial Board
• Managing Editor: Rassa Munira Ramli - MD Office
• Editorial Co-ordinator: Kannan P.R. - Sales & Marketing
• Photos: Rassa Munira Ramli, Arvind Rajagopalan and Antoine Accad
• Translation: Taufik Kouki
QATAR MOTOR SHOW
Early this year, AAB participated in the 3rd
Qatar Motor Show held at Doha Exhibition
Center. AAB occupied a large area at the
Exhibition Center where the latest models
of the Toyota line-up were displayed. The
star attraction of the Toyota booth was
the 2013 Avalon – the flagship of the
Toyota brand which was launched during
the Motor Show. AAB also launched the
fun-to-drive All New Toyota RAV4 2013
YM which has been developed under the
theme ‘Fun-gineered’.
To highlight Toyota’s commitment to the
safety of the occupants in their vehicles,
AAB also displayed a Safety Simulator
where customers could experience and
get a feel of the Driving Support System
functions. The visitors could experience
& understand how and in what situation
the three safety technologies – Anti-Lock
Braking System (ABS), Vehicle Stability
Control (VSC), and Traction Control (TRC)
– contribute to safety.
HE Sheikh Hamad Bin Jassim Bin
Jabr Al-Thani, Former Prime Minister
and Minister of Foreign Affairs being
welcomed by our MD, Dr. Nasser
Abdulghani at the Toyota booth
The main attraction of the Lexus booth
was the LFA Technical Display which
highlighted the technical features
including the engine and transmission
of the Lexus super car. The LFA debuted
in October of 2009 as the pinnacle of
the Lexus ‘F’ premium sports car series.
Ultra-responsive and extremely stable
even when taken to the edge, the LFA
created a sense of reassurance that
opens up a new world of driving emotion,
exhilarating the senses to move the driver
in more ways than one.
THE STAR ATTRACTION OF THE TOYOTA BOOTH WAS THE
2013 AVALON AND THE ALL NEW 2013TOYOTA RAV4. THE
MAIN ATTRACTION OF THE LEXUS BOOTH WAS THE LFA
TECHNICAL DISPLAY.
1
AAB BAGS THE DIAMOND
AWARD FROM TMC
The Board of Directors of AAB together with Mr. Hisayuki Inoue, Senior Managing Officer,
Toyota Motor Corporation and Mr. Nobuyuki Negishi, Chief Representative TMC
TOYOTA
MOTOR
CORPORATION
CONFERRED AAB WITH THE DIAMOND
AWARD FOR VEHICLE SALES AND
CUSTOMER
SATISFACTION.
Abdullah Abdulghani & Bros. Co. was
presented with the Diamond Award
by their principals Toyota Motor
Corporation, Japan, for their outstanding
performance during the year 2012. In
addition to the Diamond Award, AAB was
also conferred with the Marketing Award
for Excellence - Vehicle (Gold Award)
and the Customer Satisfaction Award
(Gold Award). The year 2012 was a
golden year for AAB as they recorded the
highest sales in their history, increased
market share and achieved Nenkei. AAB
also had the distinction of achieving over
900 points of CS Index which includes
Customer Satisfaction Improvement,
Technical Service & Quality, Service
Capacity & Operations etc.
A high level delegation from Toyota
Motor Corporation, Japan led by
Mr. Hisayuki Inoue, Senior Managing
Officer presented the awards.
The Awards Presentation Ceremony held
at the Four Seasons Hotel was attended
2
by the Board of Directors and Senior
Officials of AAB. On behalf of AAB,
Mr. Osama Abdullah Abdulghani,
Chairman, AAB Board received the
Diamond Award, Mr. Abdulrahman
Abdullah Abdulghani, Chairman (Toyota
Branch) and Mr. Abdulrahman Abduljaleel
Abdulghani, Vice Chairman received the
Marketing Award for Excellence (Vehicle)
while Dr. Nasser Abdulghani Al Abdulghani,
Managing Director, received the Customer
Satisfaction Award from Mr. Hisayuki Inoue.
THE YEAR 2012 WAS A GOLDEN YEAR FOR AAB AS THEY
RECORDED THE HIGHEST SALES IN THEIR HISTORY,
INCREASED MARKET SHARE AND ACHIEVED NENKEI. AAB
ALSO HAD THE DISTINCTION OF ACHIEVING OVER 900
POINTS OF CS INDEX.
Blood Donation
Drive
Pledging their support to the health care community in Qatar,
AAB recently held a blood donation drive in coordination
with Hamad Medical Corporation for their employees at their
Main Service location at Industrial Area. All the employees
belonging to various departments participated in this noble
cause. AAB organizes this blood donation campaign every
year considering the importance of this noble cause.
A medical officer from Hamad Medical Corporation
assisting an employee during the blood letting
GCC TRAFFIC WEEK
As part of its Corporate Social Responsibility and with
a view towards supporting the Traffic Department
in enhancing the awareness for Safe Driving, AAB
participated in the GCC Traffic Week as the ‘Gold
Sponsor’. AAB has been supporting this event for many
years.
AAB displayed their latest Toyota models at the
Exhibition Tent and utilized the opportunity to educate
the public on the various tests conducted by Toyota
Motor Corporation to ensure that all the vehicles
manufactured by them adhere to the highest quality
and are safe for driving. AAB also ran public awareness
campaigns on the hazards of using non-genuine spare
parts in their vehicles, which can affect the performance
of the vehicles as well as cost valuable human life.
AAB Display Booth at the Traffic Week
AAB Supports
Qatar Cancer Society
AAB has always been in the forefront, not only as the
market leader in the automobile sector, but also in
contributing generously to national and international
organizations and events. AAB always strives to live
up to its tradition and its corporate policy on Corporate
Social Responsibility to support important activities in
the Country, especially those aimed at the well-being of
the people and nation, under the wise leadership of H.H.
the Father Emir and H.H. the Emir of Qatar.
AAB recently donated 2 Corolla cars to Qatar Cancer
Society. The vehicles were handed over by Dr. Nasser
Abdulghani Al Abdulghani, Managing Director, AAB to Mr.
Dera M. Al Dosari, Head of Culture & Social Committee
during a function held at the Toyota Showroom,
Al Abdulghani Tower.
Mr. Al Dosari from Qatar Cancer Society receiving the mock
key from our MD, Dr. Nasser Abdulghani at the Toyota
Showroom, Al Abdulghani Tower
3
HH THE EMIR CUP
ENDURANCE RACE
In line with the corporate policy of supporting major
sporting events organized in the Country, AAB
supported HH the Emir Cup Endurance Race by
donating a Land Cruiser Station Wagon which is
considered to be the ‘Pride of the Land’ as every
individual in the Country would like to own one.
Addressing a press conference as a prelude to
the event, Dr. Nasser Abdulghani Al Abdulghani,
Managing Director, AAB thanked the Endurance
Committee for giving AAB the opportunity to sponsor
this prestigious event. The Endurance Committee
was represented at the Press Conference by Mr.
Owieda Salim Al Hajri, General Secretary, and Mr.
Ali Saeed Al Malki, Head of Public Relations &
Media Section.
Dream Car Art Contest
AAB organized the Toyota Dream Car Art
Contest 2013 in Qatar recently for children
under 3 age categories - below 10, 10 to
12 years and 13 to 15 years. The event
was attended by more than 160 children
from various schools in Qatar. The Toyota
Main Showroom at Al Abdulghani Tower
and the Toyota Showroom at City Center,
where the competitions were held,
had a festive look with the venue being
decorated with danglers, banners etc.
The younger kids were excited to see their
favourite cartoon characters like Barney,
Sponge Bob and Pooh entertaining them
while the elder kids were busy with the
play station.
The event was inaugurated by Mr. R.K.
Murugan, Director - Sales & Marketing,
who welcomed the children and explained
the goal behind organizing such events
every year.
4
Dr. Nasser Abdulghani Al Abdulghani,
Managing Director, AAB congratulated
the winners and gave away the prizes to
the winning children and mementos to
the winning schools.
The Toyota Dream Car Art Contest is a
worldwide competition organized by
Toyota Motor Corporation. It aims to
understand the dream that every child
would love to drive when they grow up.
The winning artworks from Qatar will now
participate in the worldwide competition
which will be held in Japan.
ALL-NEW 2013 AVALON
SIGNALS THE ENTRY OF A WORLD-CLASS SEDAN
The Avalon utilizes a 3.5-liter, six-cylinder
engine, produces 274 horsepower at
6,200 rpm and 248 lbs.-ft. of torque
at 4,700 rpm, and features a hydraulic
automatic transmission. It comes with a
standard Display Audio System with 6.1inch EGA (Enhanced Graphics Adapter)
TFT touch screen that offers audio system
operation,
bluetooth
compatibility,
customizable vehicle settings, rearcamera display, driving information such
as fuel consumption, and operation of
iPod® and USB devices. The Avalon
is available with either eight or elevenspeaker JBL Synthesis® 7.1 channel
matrix sound system.
Toyota has dramatically altered the
chemistry of the Avalon’s formula, creating
a new potent and persuasive sedan. The
2013 Avalon’s elegant and athletic design
offers a longer flowing roofline creating
a more appealing side silhouette. The
premium interior experience combines
high technology and craftsmanship. The
driver is engaged by an Optitron-type
combination meter, which produces a
sharp, high quality display and 3.5-inch
TFT color multi-information display. Its
interior surfaces are finished in premium
materials.
The new Avalon is equipped with a Smart
Key System that locks and unlocks the
front doors. The key FOB’s transmitter
also allows the engine to be started with
the push of a button. It is equipped with a
total of ten SRS airbags, Vehicle Stability
Control (VSC), Traction Control (TRAC),
Anti-lock Brake System (ABS), Electronic
Brake Force Distribution (EBD) and Brake
Assist (BA).
5
TASTE OF
SOPHISTICATION
Group photo of the ‘Driving Experience’ participants and the AAB Lexus Team
AAB organized a ‘Taste of Sophistication’ event for their loyal
Lexus customers at Losail International Circuit from 19 to 21
February this year.
The event witnessed the Lexus vehicles in action at the famous
Losail International Circuit where customers truly enjoyed driving
the entire Lexus range and the Lexus hospitality. AAB had invited
250 VIP Customers and Media Representatives to Test Drive the
Lexus range putting them through serious track time as well as
numerous handling exercises to highlight the Lexus superiority
on different road conditions. All the guests went through three
6
rigorous tests to understand the performance of Lexus vehicles.
To understand the real power of the vehicle, the guests were
asked to give full acceleration of their car where they could feel
the smooth transfer of gears. To understand the functioning of
safety features such as Vehicle Stability Control, Vehicle Dynamic
Integrated Management System, and Anti-lock Braking Systems
of the Lexus models, the cars were driven on slippery roads. The
vehicles were also driven through Slalom course to demonstrate
the handling stability of the Lexus vehicles especially during
emergency lane changing.
AAB HAD INVITED 250 VIP CUSTOMERS AND MEDIA REPRESENTATIVES TO
TEST DRIVE THE LEXUS RANGE PUTTING THEM THROUGH SERIOUS TRACK
TIME AS WELL AS NUMEROUS HANDLING EXERCISES TO HIGHLIGHT THE
LEXUS SUPERIORITY ON DIFFERENT ROAD CONDITIONS.
HE Kenjiro Monji, Ambassador of Japan to Qatar
and Mr. Ahmed Abu Saad, Lexus Sales Manager
Media Test Drive
AAB recently organized a Test Drive event
for the Media Representatives at St. Regis
Doha. Mr. R. K. Murugan, Director, Sales
& Marketing welcomed the journalists and
thanked them for their participation while
Mr. Omar A. El Shafei, Marketing Manager
explained the day’s agenda and the route.
The purpose of the Media Test Drive was
to give the Journalists an opportunity to
get a first-hand impression/feeling about
the Lexus range. The Test Drive included
their full model range including the Lexus
flagship LS600hL – the ultimate hybrid
vehicle for the ‘Connoisseurs of Luxury’,
the LX570 – the best full size SUV, the
RX350 – the luxury crossover and the
GS350 – the mid-size luxury sedan.
Group photo of Media
Representatives with AAB
Lexus Team
7
TOYOTA LAUNCHES
THE FOURTH GENERATION ALL NEW 2013 RAV4
is equipped with a 2.5-liter four-cylinder
engine with dual VVT-i*5 technology and
produces 176 horsepower at 6,000 rpm
and 233 Nm of torque at 4,100 rpm.
2013 RAV4s will have six class-leading
airbags, Traction Control (TRC), Electronic
Brake-force Distribution (EBD), Enhanced
Vehicle Stability Control (VSC), Brake
Assist (BA), an Anti-lock Braking System
(ABS), Downhill Assist Control, Hill-start
Assist Control, automatic limited slip
differential and back & clearance sonar.
The 2013 RAV4 features a sporty, strong
front design. The new RAV4’s interior
has a premium, sophisticated look. The
RAV4 will be available with a Smart Entry
& Start System and dual-zone automatic
climate control. Standard on all RAV4
models is Display Audio with a 6.1-inch
8
touch screen, AM/FM/CD, Bluetooth®
connectivity, USB and AUX mini-jack,
and six speakers.
The 2013 RAV4 arrives with a multitude
of driver-focused features, including a
Sport Mode for enhanced performance
and road feel. The all-new 2013 RAV4
The Back & Clearance Sonar of the new
RAV4 are ultrasonic wave sensors that
detect obstacles located behind/at the
rear of the vehicle and notify the driver
of the location and the distance from
the obstacle through an LED display and
buzzer.
GENEVA
MOTOR SHOW
Senior Officials from AAB led by
Mr. R. K. Murugan, Director, Sales &
Marketing, and Mr. Omar. A. El Shafei,
Marketing Manager attended the Geneva
Motor Show recently. The purpose of the
visit was to understand the new booth
concept introduced by Toyota Motor
Corporation at their booth as well as to
understand the concepts adopted by
various brands who are participating in
the world-famous Geneva Motor Show.
The New Design Concept of the Toyota
Booth is called ‘THE WAVE’.
Inside the Toyota Wave showcasing
the hybrid technology and vehicles
9
CRM Trip To Japan
Toyota Motor Corporation Japan (TMC) recently hosted an annual
CRM Management Training Meeting in Japan and our CRM Director,
Mr. Redwan Youssef represented AAB this year. Many things were
covered during this event which included amongst others Global
CR Standard (GCRS), 7 Steps of Customer Complaint Handling,
Strengthening Dealer Operation and Action Plan Making. The
group also made a visit to the TMC Domestic Call Center.
The Meeting also ran individual market meetings and the covered
changes made in 2012 compared to 2011. AAB was given the
award for the Best Improved Customer Complaint Handling with
Effective Use of VOC (Voice of the Customer) & Management of
Customer Relation activities.
AAB Call Center
800 1800 & 800 2929
AAB Call Center is a dedicated one
stop shop for all customer needs and
enquiries for Toyota and Lexus. Through
surveys, customer get-togethers, service
appointments along with website and
Facebook inquiries, we manage to get close
to our customers’ hearts and minds. With
the latest in-house complaint management
system, we have also managed to track
and close cases at a low average of 1-day
resolution.
Our Monthly Service and Sales CSI
result reviews have led to the continuous
improvements that have been reflected in
the current increase in customer retention
and loyalty. The Call Center was established
in 2011, where we initiated the operation from
a manual system to automated processes
in less than two years. This milestone was
achieved by the dedication and guidance
of our Executive Leadership, cooperation of
our peer departments and hard work of our
CRM team.
The Call Center is now open 6 days a week
as follows: Sunday to Thursday, from 8 am
to 9 pm and Saturdays, from 8 am to 6 pm.
Frequently Asked Questions
I have just taken
ownership of a used
Toyota, what do I
do?
Firstly, have your
nearest AAB Toyota
Service
Centre
inspect the vehicle.
That
way,
any
potential
problems
Mr. Redwan Youssef
can
be
rectified
immediately.
Then
CRM Director
simply
continue
getting
your
car
serviced according to the maintenance
schedule in your Warranty & Service Handbook.
It is also important that you complete the
Change of Ownership Form located at the
back of the Warranty & Service Handbook and
return it to the nearest AAB Toyota Location
so that you can be contacted with information
pertaining to your Toyota vehicle in the future.
If the Warranty & Service Handbook is not
available contact our Call Center at 8001800
to order a replacement Warranty & Service
Handbook on your behalf.
10
Do I advise Toyota if I change my address
or have recently sold/purchased a second
hand vehicle?
Service Center will be able to advice on the
best tire rotation plan that suits your particular
driving requirements.
Yes. If your name or address has changed or
if you are the new owner of the vehicle, please
complete the reverse of the form located in the
back of your Warranty & Service Handbook
and pass it on to the nearest Toyota service
or sales location. You can also send us the
changed info to: [email protected]
I think my Toyota may be affected by a
recent Toyota Recall. Where do I go for
more information?
This will allow Toyota to make a record of your
ownership of the vehicle, and if necessary,
contact you with any important information
concerning your vehicle.
See “I have just taken ownership of a used
Toyota. What do I do?” question above to
understand the process to notify Toyota if the
Warranty & Service Handbook is not available.
How often do I need to rotate my tires?
To equalize tyre wear and help extend the
tire life, it is generally recommended that
tire rotation is conducted according to the
intervals specified for your vehicle in the
Owner’s manual.
When rotating your vehicles tires, check
for uneven wear and damage. Your Toyota
If you become aware through the media or a
friend regarding a Product Recall Campaign
which may or may not affect your vehicle,
please contact your nearest Toyota Service
Location who can advise whether your vehicle
is affected, or contact our Call Center at
8001800 for more information.
Where can I purchase updates for navigation
system maps?
The latest versions of the navigation system
DVD-ROMs can be purchased through our
Main Workshop.
How do I contact AAB Toyota?
www.toyotaqatar.com
www.lexusqatar.com
Toyota Customer Experience Center
Hours: Sunday - Thursday, 8 am to 9 pm,
Saturday, 8 am to 6 pm
[email protected]
Tel: Toyota - 8001800, Lexus - 800 2929
LEXUS GLOBAL SALES
According to Nobuyuki Negishi, Chief
Representative of Middle East & North
Africa Representative Office, Toyota
Motor Corporation, “The Lexus brand
has always set the trend for progressive
luxury among premium vehicles and
this heritage has been taken to greater
heights with the new Lexus philosophy
which has offered Middle East customers
world-class luxury, evocative design,
outstanding driving dynamics and
innovative technology. Our customers
have embraced this new direction as well
as our different models across the Lexus
brand to drive us to a record performance
in 2012.”
LEXUS SETS THE MIDDLE EAST SALES RECORD WITH OVER
31,000 UNITS IN 2012. MIDDLE EAST SALES REGISTER A 50%
INCREASE OVER 2011 & LEXUS DOMINATES THE LUXURY
SEGMENTS WITH A 36% MARKET SHARE IN THE GCC.
Lexus vehicles in the GCC recorded an
increase in 2012 sales with 31,288 units
sold during the year across the Middle
East. This increase has seen Lexus sales
across the region jump by more than
50% over 2011 making the Middle East
a strong growth market for the premium
luxury brand.
Maintaining its leadership status in the
luxury vehicles category, Lexus continued
its dominance with a 36% market share
in the GCC. The LX range of SUV’s
emerged as the highest selling model
with 47% market share showcasing the
outstanding road prowess, impeccable
quality and sheer style, unmatched
among luxury SUVs.
During 2012, Lexus launched a range
of new models underpinned by its new
design philosophy with the dramatically
sculpted spindle grille as the design
centerpiece, to bring an unparalleled
driving experience to Middle East
customers.
With this development,
Lexus has embarked on a carefully
phased development of frontal design to
reflect Lexus’ movement towards a more
dynamic, yet sophisticated position in the
market.
The new and re-designed models in the
Middle East, include the flagship LX570,
RX 350 and RX 450h in the SUV segment;
and the all-new ES line-up which include
the ES 350 and ES 250. The new ES
unmistakably bears the new face of
Lexus with its distinctive, spindle grille.
TOYOTA Global Sales
TOYOTA REPORTS STRONG GLOBAL SALES
RECORD OF 8.72 MILLION UNITS IN 2012 WITH AN
INCREASE OF 23% OVER 2011
TOYOTA SETS THE MIDDLE EAST SALES RECORD
WITH OVER 660 THOUSAND UNITS
TOYOTA DOMINATES WITH A
GCC MARKET SHARE OF 43%
Toyota vehicles registered a strong growth in 2012
sales with global sales record (Toyota & Lexus) totaling
8.72 million units, a year-on-year (YoY) increase of
23% over 2011 sales. In 2012, Toyota also crossed
a major milestone of 1 million hybrid vehicles. In line
with this impressive sales growth, the Middle East
region also reported a record year selling 660,285
units, resulting in a YoY increase of 31% as compared
to the previous year. Across the Gulf Co-operation
Council (GCC), Toyota sold 624,400 vehicles which
is a 31% increase YoY over 2011. Toyota maintained
its position at the top of the GCC automotive industry
with a further increase in its dominant market share to
43%, achieving a phenomenal 4% increase in market
share from 2011.
11
Sales Top Performers
The Sales & Marketing Department had a
Reward Program for the top performers of
the Lexus, Toyota & Fleet Sales Teams for
the year 2012 for outstanding results. The
1st, 2nd & 3rd positions consecutively are
as follows:
Team Toyota
Mr. Mohamed Nasr, Mr. Wissam Reyes
and Mr. Edison K Antony
Team Lexus
Mr. Elias Elirany and Mr. Hassib Ghanem
Team Fleet
Mr. Bobby Mathew and Mr. D. Mohana
Sundaram
AAB Top Sales Performers
Experiential Training
As part of our Training and Development Kaizen initiative for 2013, we
have successfully completed the ‘Enhancing Customer Sensitivity Skills’
program for sales & after sales personnel covering about 150 staff from
all departments (Toyota Sales, Lexus Sales, Fleet, Rent-A-Car and Used
Car departments). The program was designed by adopting a learning
methodology in line with TWSM Philosophy and in order to help participants
to reorient and refine their approach to dealing with customers, and thereby
manage customers effectively by generating a positive attitude in self and
in the team.
The attempt was also to go beyond the brief and sensitize participants
to what truly ‘Customer Service’ meant. Participants were encouraged
through various simulated activities, concepts and sharing, that true
‘Customer Sensitivity’ meant:
• Recognizing that customer is a human being who has the same needs as
others
• Managing self by appreciating and regarding self well so that one can
manage customers effectively
• Respecting, empathizing and being there for customers
A fun based learning approach to enhance
customer sensitivity skills
• Treating customers with respect and patience
• Supporting team members
The Toyota Way
• Aligning self with team goals and reaching targets
The other points emphasized included: ‘The
Toyota Way’ of respecting individuals, continuous
improvement (Kaizen), ‘3Cs for Harmonious Growth’,
i.e. communication, consideration and cooperation,
and ‘3Cs for Innovation’, i.e., creativity, challenge
and courage. All of these were demonstrated through
various activities. The highlight of the experience
was establishing ownership, reliability, accountability
and customer centricity.
• Stretching oneself to achieve performance excellence
Methodology
The workshop was completely experiential and
interactive. A series of interactive experiences were
created using ‘Action Methods,’ borrowing heavily
from theatre and drama which helped participants
slide into roles of customer and sales personnel and
thus experience true empathy.
12
Training for
Non-Finance Managers
This training was aimed at providing a detailed
insight into basic financial concepts, construction
of financial statements and accounting framework
to the executives of AAB who don’t represent
a financial or accounting background. The
participants of the subject training were also
briefed about the roles and functions of Finance
Department with the objective of enhanced
coordination and teamwork among the senior
staff of AAB. The session was jointly held by Mr.
Usman Anwar (Treasury Manager) and Ms. Jyoti
Bachani (Revenue Supervisor). The participants
expressed their gratitude to the management for
such an event.
AAB Senior Finance Manager Mr. Naveed Rana welcoming the
participants and giving a short introduction on the training
Training for Finance Department on
Functional English by QFBA
Qatar Finance and Business Academy (QFBA)
was engaged in providing detailed training to all
finance staff in the areas of functional English and
report writing skills. The training was conducted
by a seasoned bi-lingual (English and Arabic)
professional trainer of QFBA who maintained
the highest quality of training through interactive
means. The participants were extremely satisfied
with the contents and design of the course and
were awarded with training certificates by QFBA
at the end of the training.
Performance Management System
AAB’s HR Department in association with People Partners,
a Dubai based consultancy initiated a 1-day workshop on
Total Performance Management for Supervisory and above
staff across all departments (Sales, Finance, After Sales
Support, RAC, Trade-in, HRD & Procurement). The primary
objectives were to:
1. Provide first-hand information to the delegates on AAB’s
appraisal process.
2. Set SMART objectives for themselves and their reports.
3. Identify suitable KPIs for their staff and manage these
KPIs.
4.Conduct effective appraisal meetings by inspiring,
engaging and developing staff to deliver higher levels of
performance.
Participants sharing ideas at the workshop on the value of PMS
13
Safety Airside
Training
The team of drivers from Rent-a-Car attended a
Safety Airside Training at the AAB Training Academy
early this year as part of the objective to promote
greater safety on the airside. AAB worked together
with Qatar Airways to run this programme, in order to
improve and maintain good driving procedures and
situational awareness of the driving environment at
the airside.
Social
Get-together
AAB celebrated the birthdays of employees in their
corresponding birthday months during the social get-together.
This monthly social event is encouraged so that employees of
different departments get to know each other on an informal
basis.
An employee receiving one of the birthday lucky draw prizes
14
Table Tennis
Champion
Mr. Issam Zubaideh from Rent-a-Car won the Table Tennis
Championship after a very close match against Mr. Tamer
Mahran from Security. This nail-biting event was held along with
the monthly Social Get-together.
Other winners were:
2nd runner up - Mr. William Delos Reyes
3rd runner up - Mr. Medardo Abanto
Team Zelas
Volleyball Champions.. Again!
Team Zelas, a multi department team from the Head Office
spiked their way to Volleyball Champions for the second
consecutive year fortifying their nickname - the Unbeatable
Zelas! The competition was tough with 12 teams participating
in the Internal Tournament, which is part of the AAB
Employee Engagement Programme for a balanced work-life
environment.
We would like to thank the Sports Crew for running a
successful sports year for AAB and the HR Team for their
dedication towards making the finals a success!
D Ring Team New Cricket Champions!
It was a moment taken out of a Bollywood Movie as the
euphoric crowd celebrated the victory of the Altis D Ring
Team as the 2013 AAB Cricket Champions!
from AAB Young Boys created an interesting twist during the
match by being the highest wicket taker of the finals with 3 wickets
for 22 runs.
In the final match, Altis D Ring won the toss and elected
to bat. The team won by 45 runs against AAB Young Boys
scoring 118 for 8 wickets. Mr. Ahammed Shameem, team
vice-captain catapulted the score with 57 runs, the highest
run scorer of the day. However, Mr. Mohamed Fawzy Madhar
The AAB Internal League is a 15-over match played by 24 teams
of AAB employees. It began in December 2012. The matches were
carried out weekly with the assistance of internal umpires and a
sports crew.
15
NATIONAL
SPORTS DAY 2013
A celebratory toss of the caps after the end of the warm-up session and the start of the National Sports Day
AAB pledged its support for the National
Sports Day, by running a tele-match
themed activity at Aspire Park. The
day began with around 300 employees
doing stretching and warm-up exercises
following the lead of a professional trainer
which caused a lot of laughter as they
stretched their muscles to places they
never knew existed! The employees and
guests were then able to go through a telematch of football dribbling, goal scoring,
basketball shoot-outs and penalty kick
activities. The highlight of the day was
when 4 top players from the QSL Football
League joined us to meet the fans.
Men, women and children celebrated with
us demonstrating the importance of sports
and the adoption of a healthy lifestyle.
The National Sports Day is celebrated on
every second Tuesday of February and is
an initiative adopted by HH Sheikh Tamim
Bin Hamad Al Thani, the Emir of Qatar.
16