In a bid to enhance customer satisfaction at its service centres, Proton has unveiled the new Proton Operational Excellence (POE) initiative to improve the performance of its outlets nationwide by “ensuring operational excellence at every customer touchpoint”.
The POE programme will begin with 13 pilot outlets, before being progressively integrated into all of its 3S and 4S facilities nationwide.
Proton says that POE is a “fundamental initiative” to foster trust in the brand, and will focus on improving its service processes, technician competencies, and future Dealer Management System (DMS) integration throughout its dealership network.
These will include facilities for customers to set preferred appointment dates, while also aligning the service processes to the individual customers’ needs. Also part of the initiative are the new comprehensive training programmes, which will upskill its existing technicians to better serve its customers with efficient issue resolution.
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Speaking at the official unveiling of the programme, Proton Edar chief executive officer, Roslan Abdullah said, “Proton has already undergone major transformations, with network rationalisation and parts warehouse expansion. Our comprehensive network rationalisation ensures optimal coverage, being the largest 3S/4S network of 155 outlets, we are well-positioned to meet and exceed customer expectations.”
The company has also recently opened two new warehouses in Peninsular Malaysia, alongside one more in Kuching for East Malaysia, with larger stocks of critical items in order to expedite customer repairs, Abdullah says. A new warehouse in Kota Kinabalu is also slated to open soon to further cater to parts demand and supply in the region.
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Beyond operational enhancements, new communication channels within the dealer network will also help with information sharing among dealerships, fostering collaboration to enhance customer satisfaction, further building and strengthening customers’ trust and confidence in the brand and services.
In the same vein, Proton will also be introducing new reward and recognition schemes to acknowledge dealers for their outstanding customer service, serving as an incentive to cultivate a culture of service excellence within the dealer network.
