New service manager training 2018. Hyundai

Service Strategy

◎ HMC Service Activity

◎ Publication

◎ Service Marketing Program

◎ WDK – Workshop Display Kit

◎ HTRP

◎ Service Infrastructure

◎ Concluding Remark

sales net works

Software : Service Management Program - Evaluation program - HTRP - Service Marketing

Human ware :
- Skilled
Technician
- Retenetion

◎ HMC C/V Service Strategy

Customer & Brand Loyalty

Profitable W/Shop

Speedy & Reliable Service

Exclusive C/V Service System

System

Exclusive C/V Service System

/ Customer & Employee Retention

2. Service Management Program

Service Management Program

Heavy Duty Truck

1st / 2nd / 3rd Step Handling (Dist Regional Office HMC HQ)

Avoid Becoming Serious Problem

Collecting Real Data (County, HD 65/72, HD120)

Operation Guide Release

Quality Management

Real time support

Durability Confirmation

Major Quality Caring Program

Pre Maintenance Program

Service

and operation

Customer satisfaction
Preparation of sales increase

Customer satisfaction will lead brand loyalty ? increase of sales

◎ HMC Service Activity

1. Distributor Evaluation Program

evaluation program.
Finally, HMC checks the improvement status end of the year

Evaluation points

10 categories of service department will be evaluated by HMC

◎ HMC Service Activity

the evaluation for 2 days.

◎ HMC Service Activity

prepare the evaluation as below.

◎ HMC Service Activity

HMC Service Activity

Mailing,
Exit

HMC

Dist

Customer

Analysis & Improvement

Survey result

◎ HMC Service Activity

2. CSI

and its products after understanding what they feel and what the complaints are

◎ 2007 Service Review

◎ HMC Service Activity

3. DSI

clinic by dispatching an engineer
(Regional Engineer) to over than 20 countries during the year
for customer satisfaction and after sales service operation of
distributors.
We believe that it will bring you potential customer and also firm trust from your current customer

● Purpose of Service clinic :
- For Distributor / Dealer / Fleet company
- For Technician
- For Customer
- Help Sales (Promotional event, Fleet sales)
☞ Increase customer loyalty

HMC annual business schedule every end of previous year.
- Special service clinic can be arranged based on distributors request (Min 3 Month prior to the clinic)
● Target distributor
- Major distributor (Sales volume)
- New distributor
- Distributor who wants special service clinic (Tender Requirement etc.)
● Clinic type :
- Regular Service clinic
1) With Service engineer of HMC HQ .
2) With Service engineer of Regional manager
- Distributor self clinic ? Min 2 times in a year
- Fleet sales business service clinic

news paper and TV etc.
? Start one month prior to clinic
2) Prepare Facilities and technician
? Lift, Equipment and technician
3) Get the reservation
4) Promotional gifts
5) Arrange the Visa including hotel reservation for HMC
visitors
6) Fill in the “Clinic promotion plan” and send it to HMC ? 3~4 weeks prior to clinic date (Refer to the next page)
● How to carry out
1) HMC engineer will work together with your technician ? Customer car can be checked and diagnosed by Hyundai Motor engineer
2) Field fix training .
3) Dealer W/Shop visiting
4) Major fleet clinic
※ Refer to the service clinic guide manual for the details

the manufacturer of Bus A/C, Refrigerator VAN and Fuel injection pump will supply them directly

Warranty process for sub parts will be fixed and informed within 2009

6. Sub Parts Supply - Bus A/C, Refrigerator VAN, FIP

◎ HMC Service Activity

Co., Ltd - Postal Address: 2F, Gumganghun B. D., 36-10, Jamwon-Dong, SeoCho-Gu, Seoul, 137-905, Korea - Tel: 82-2-3448-5244, 82-11-9278-6961 Fax: 82-2-3448-5247 - Person In charge: Ms. Catherine Kim/ Planning Manager - E-mail: cathy610@iduo.co.kr

2. Workshop Display Kit – Order Form

◎ WDK – Workshop Display Kit

checked

◎ 2007 C/V AS Support

1. CSIS Support

◎ Publication

catalog: Http://wpc.mobis.co.kr

◎ Publication

French.

English HT2005042902

Spanish HT2005053002

French HT2005053001

◎ Publication

owner’s manual.

1. Maintenance package

◎ Service Marketing Program

a contract to look after fleet company vehicles not only for warranty but also for maintenance and non warranty repair

2. Service contract for fleet customer

◎ Service Marketing Program

service with mobile workshop is recommended. It will help major fleet customer to check their vehicle by skilled HMC technician

3. Road side assistance program

◎ Service Marketing Program

technician or engineer to major fleet customers and required to look after them under his responsibility for after sales service together with salesman

3. Road side assistance program

◎ Service Marketing Program

from workshop or maintenance then this point can be used as cash when purchasing a new vehicle or when repairing the vehicle

4. Service mileage program

◎ Service Marketing Program

visit authorized workshop for minor repair or maintenance.

5. Expand Quick service net work

◎ Service Marketing Program

regularly and it may create another repair during check up service.

6. Free check up service

◎ Service Marketing Program

for better profit

7. Other strategy

◎ Service Marketing Program

program and inform HMC of what you applied every 4 months together with number of workshop visiting units

◆ Applied ◇ Apply Plan

8. Application - Country

8. Application Status

◎ Service Marketing Program

compare before and after applying service marketing strategy

1) Year 201X workshop visiting units

2) Workshop visiting units in 2008 include the units which you visit fleet customer to repair or provide maintenance

9. Report form

◎ Service Marketing Program

and grading based on technical skill level.
◎ Offer an opportunity of self study for leveling up skill and increasing retention rate of the skilled technicians.
◎ Enhancement of human infrastructure through systematic human resource management.

Expected Results

◎ Enhancement of FRFT and increasing customer satisfaction through skill up ※FRFT : Fix it Right at the First Time
◎ For technician satisfaction through various training opportunities.
◎ Offer an motivation to develop technician’s skill and to work for long time (Technician retention)

(Technician Recognition Program) for C/V Technician

1. Introduction

◎ HTRP

grades training course and certify a skill level
· Target – C/V technician of each service networks including common charged technicians for passenger & C/V
· Grade type – Apprentice → Certified → Expert → Master
· Grade application – Technician career and test result
· Training contents – Basic auto-mobile theory, Engine, Chassis, Electric, Hi-tech system, New system, etc.
· How to certify – Award certificate, Grade patch, passport

Overall Diagram

2. Overview

◎ HTRP

School collaboration

◎ Support a few University to hire the student after graduation - It will be the recruiting source for the technician of HMC networks in Korea and overseas

shop
Parts sales dealer

Keep the required items for Commercial Vehicle repair
1) SST & Hi-scan
2) Lift / Pit etc.
3) Hand tools
4) Equipment

In house training
Employee Retention Program
Customer retention through service marketing program
Driving School
Service Academy

Easy to access for a customer

Easy to fix a problem correctly

Basic : Build an A/S Infrastructure for exclusive C/V service system

Increase revenue

◎ Service Infrastructure

of a new service net-works - Study the U.I.O by major region / city
- Study the driving route in the city of commercial vehicle
- The standard for No. of Work Stall

1. Service Networking - Policy

◎ Service Infrastructure

driving purpose
- Study the number of sales units in your region

Location

- Region where a Service net work is not available
Region where a Dist. can not invest to build own branch workshop

Type : By contract with private shop (Dealer)

Build a own branch workshop

- To save the C/V customer valuable time - To offer easy obtaining service for C/V customer with proper service net-works

Type : Managed by Dist. (Branch)

2. Service Network

◎ Service Infrastructure

Brake lining etc)

- Gas station in the city and High-way
- Region where a Service net works is far away
Automotive industrial area
2~3 Quick service : contracted by 1 dealer workshop

Location

Minimum 1 work-stall for main dist. work shop
Shop open by dist.

- Minor (light) repair Ex) Oil change, Filter change, Lining replacement etc.
※ Heavy repair job : Send it to main workshop or qualified dealer service net-work

Type : By contract with private shop (Dealer)

Type : Managed by Dist. (Branch)

3. Quick Service Network

◎ Service Infrastructure

tape, Movie file)

● Set up the program based on HMC guide
● Training Instructor
● Training Facilities : Visual equipment (Video / Audio / Projector)
● Certificate

◎ Service Infrastructure