The Proton operational Excellence Initiative sees more smiles on customers faces
In a bid to enhance customer satisfaction, Proton has officially unveiled the Proton Operational Excellence (POE) initiative. This meticulous strategy aims to improve the performance of the brand’s nationwide service centres, nurturing trust in the brand’s commitment to excellence to improve customer satisfaction overall.
A media tour was also organized to unveil this initiative at one of Proton’s authorized dealers, namely The Apple Auto Services & Tyres in Bangi. Present at the event were 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.
Moreover, this initiative will start with 13 pilot outlets, the POE initiative will progressively integrate into nationwide 3S and 4S facilities outlets. This phased approach emphasizes Proton’s commitment to a systematic implementation, ensuring operational excellence at every customer touchpoint.
The POE symbolizes a fundamental initiative, reflecting Proton’s dedication to aftersales operational efficiency and service quality. Focus areas include adherence to high-quality service processes, technician competencies, future Dealer Management System (DMS) integration, and fostering trust in the brand.
Strategies under this initiative include securing preferred appointment dates and aligning service processes with customer needs, technician development is also central to POE, with comprehensive training programs ensuring continuous skill elevation. This ensures a constantly improving culture as well.
On top of that, this initiative equips technicians with advanced knowledge, keeping them at the forefront 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.
What’s more, the initiative will also be empowering the dealer network, open communication channels, collaborative efforts, one-to-one coaching sessions, and sharing best practices among dealerships to strengthen the network while Reward & Recognition schemes acknowledge dealers for outstanding customer service, celebrating milestones and instances where dealers go above and beyond.
As the brand understands that its customers’ time is precious it has also introduced fast service options and created a cozy waiting area with quality cafes. It is a space where quality isn’t compromised, catering to both the busy and the laid-back, ensuring that any experience with Proton is not just efficient but enjoyable.
The Proton Operational Excellence initiative is a dedicated journey towards ensuring customer satisfaction and building trust in the brand as it aspires to achieve more positive milestones in the ongoing transformation journey, creating a lasting impact and fostering stronger connections with the valued customers and this is the proof.
