In a strategic move aimed at elevating customer satisfaction, Proton has introduced the Proton Operational Excellence (POE) initiative. This meticulous strategy is designed to enhance the performance of Proton’s nationwide service centres, reinforcing the brand’s commitment to excellence and fostering trust among its customers.
The official unveiling of the initiative took place during a media tour at one of Proton’s authorized dealers, The Apple Auto Services & Tyres in Bangi. Key figures present at the event included Roslan Abdullah, CEO of Proton Edar Sdn Bhd, Edmund Lim, the Vice President for Sales & After Sales, and Wan Hazran Wan Mustafa, the After Sales Director.
Kicking off with 13 pilot outlets, the POE initiative is set to gradually integrate into nationwide 3S and 4S facilities, showcasing Proton’s dedication to a systematic implementation approach that ensures operational excellence at every customer touch point.
POE signifies a fundamental commitment by Proton to enhance aftersales operational efficiency and service quality. The initiative’s focus areas encompass adherence to high-quality service processes, technician competencies, future Dealer Management System (DMS) integration, and building trust in the brand.
Strategic measures include securing preferred appointment dates and aligning service processes with customer needs. Technician development is at the core of POE, with comprehensive training programs ensuring continuous skill elevation. This initiative equips technicians with advanced knowledge, keeping them abreast of automotive technology for efficient issue resolution.
Beyond operational enhancements, Proton places a strong emphasis on building and reinforcing trust and confidence in its brand and services. Empowering the dealer network through open communication channels, collaborative efforts, one-to-one coaching sessions, and the sharing of best practices among dealerships serve to strengthen the network.
Reward & Recognition schemes acknowledge dealers for outstanding customer service, celebrating milestones and instances where dealers go above and beyond. These initiatives foster a culture of excellence within the dealer network.
Proton’s commitment extends further to accommodate diverse customer preferences and acknowledge the value of time. The introduction of fast service options and the creation of a comfortable waiting area with quality cafes cater to both the busy and the laid-back, ensuring that the Proton experience is not only efficient but also enjoyable.
The Proton Operational Excellence initiative represents a dedicated journey towards ensuring customer satisfaction and building trust in the brand. Proton aspires to achieve more positive milestones in its ongoing transformation journey, creating a lasting impact and fostering stronger connections with valued customers.
