since 1976
since 1976
The first round of the PROTON After Sales Service Competition attracted 45 technicians from the Southern region, as the best after sales talents vied for a spot in the final with a chance to win an incentive trip and cash prizes totaling RM50,000.
Held at PROTON Edar Plentong branch in Johor Bahru, the Competition serves as a platform for PROTON’s after sales personnel to showcase their skills and knowledge.
Participants from PROTON dealers and branches in Johor, Negeri Sembilan and Melaka were tested to prove their skills, speed and accuracy in their areas of expertise.
“As part of our commitment to enhance our quality in after sales services and products, the Competition provides an opportunity for our staff to compete against their peers and motivate them to excel as it shows them where they stand in their field. I am very pleased we had 45 participants for the Southern region leg as it signifies that our technicians are eager to challenge themselves,” said Abdul Rashid Musa, Chief Executive Officer of PROTON Edar Sdn Bhd.
During the 2-day event, participants were tested on their theoretical and practical abilities as they were given an engine overhaul task where they were required to dismantle and reassemble a Proton VVT engine within a 3-hour time limit. They were judged based on their speed, accuracy and troubleshooting competencies throughout the process.
From the first round, the Competition resulted in the shortlist of Top-3 technicians to represent the region for the final in September 2018. They were, Hairul Bakthiar Mohamad from Motorwise Sdn Bhd, Service Dealer, Pasir Gudang; Muhammad Fahmi Usri from PROTON Edar Sdn Bhd Plentong and Hairul Nizam Mohd Nor, PROTON Edar Sdn Bhd Melaka. There will be four other pre-liminary rounds to be held in the East Coast, Northern, East Malaysia and Central regions, before the top 3 finalists of each regions are to compete at the final competition to be held at PROTON Centre of Excellence in September. Six finalists will win cash prizes and a trip to Shanghai, China, where they will visit Geely Headquarters and the Geely Research Centre.
After obtaining a J.D. Power Customer Service Index (CSI) score of 755 points in 2017, PROTON embarked on many quality improvement initiatives to perform better in 2018. The CSI score is measured by examining dealership performance in five areas (in order of importance): service quality (32%); service initiation (22%); vehicle pick-up (18%); service advisor (15%); and service facility (13%) and to improve the scores, PROTON initiated activities to boost internal competencies in each area.
Initial scores using PROTON’s own stringent internal audit system are already showing improvement in CSI scores. Additionally, the implementation of Global Customer Product Audit (GCPA) system has strengthened the quality of the Proton cars threefold in the past 8 months. The GCPA is a measurement adopted by Geely Group, from the VOLVO quality standards. Combined, the CSI initiatives and product audit exercise will result in an improvement in the overall customer experience with the brand.
For more convenience, customers are adviced to download the official MyProton mobile app, which is available via Google Play and Apple App Store. “With the mobile apps in place, customers are able to make appointment for car service as well as to test drive Proton cars. Information on all Proton models, promotions and events, and also the location of all Proton outlets are available at your fingertips,” Rashid added further.
