Subang Jaya, 13 December 2023 – Today, PROTON announced the launch of the PROTON Operational Excellence (POE) initiative, a strategic move aimed at enhancing customer satisfaction by elevating the performance of its nationwide service centers.
The initiative was unveiled at The Apple Auto Services & Tyres in Bangi during a media tour, attended by Roslan Abdullah, CEO of PROTON Edar Sdn Bhd, Edmund Lim, Vice President for Sales & After Sales, and Wan Hazran Wan Mustafa, After Sales Director.
Starting with 13 pilot outlets, the POE initiative will progressively integrate into nationwide 3S and 4S facilities outlets, emphasizing PROTON’s commitment to systematic implementation for operational excellence at every customer touchpoint.
“We at PROTON are dedicated to ensuring a premium level of service for every customer,” emphasized Roslan Abdullah, CEO of PROTON Edar.
Key Highlights of the POE Initiative:
- Adherence to high-quality service processes
- Technician competencies development
- Future Dealer Management System (DMS) integration
- Strategies to align service processes with customer needs
- Comprehensive training programs for continuous skill elevation
PROTON’s increased warehouse capacities significantly reduce lead time delivery by at least 30%, enhancing parts availability. Two new warehouses in Peninsular Malaysia, along with one in East Malaysia (Kuching) and soon to be launched in Kota Kinabalu, further strengthen the company’s commitment to meeting customer expectations.
Beyond operational enhancements, PROTON focuses on building trust and confidence in its brand and services. Reward & Recognition schemes, open communication channels, and collaborative efforts among dealerships aim to foster a culture of excellence.
The PROTON Operational Excellence initiative represents a dedicated journey towards ensuring customer satisfaction, building trust in the brand, and fostering stronger connections with valued customers.
