BAYAN LEPAS, February 2 – Proton has unveiled its Operational Excellence initiative, strategically designed to elevate the performance of its nationwide service centers. The primary focus is on transitioning more Proton dealers to advanced 4S centers (Sales, Service, Spare Parts, and Body and Paint Services) and 3S centers (Sales, Service, and Spare Parts) from the earlier 1S and 2S setups. This move aims to provide customers with a comprehensive range of services under one roof. During a media tour, Vivahill Motors Service, an Authorized Proton Dealer, showcased its successful transition to a 4S center, emphasizing Proton’s commitment to enhanced customer experiences.
The Proton Operational Excellence (POE) initiative encompasses six key areas: Performance, Service Process, Parts Management, Customer Management, Manpower, and Compliance. The initiative involves rigorous monitoring of critical operational Key Performance Indicators (KPIs), including Service Intake, Customer Satisfaction, Stock Inventory, Appointment Rate, Key Position and Skilled Technician, Compliance, and Dealer Management System. Facility upgrades, with a specific focus on enhancing customer services, were highlighted during the media tour by Proton Deputy CEO Roslan Abdullah.
With a significant network of outlets, Proton leads in Malaysia with 155 outlets for 3S/4S Dealers, 78 outlets for 2S, and 43 outlets for 1S. This extensive network aims to reduce lead time delivery by at least 30%, underlining the importance of dealers upgrading to 3S or 4S to provide a comprehensive suite of services. Proton prioritizes efficient service and repair by ensuring parts availability through a streamlined One Line Order system. Processing 7,000 parts orders daily with same-day delivery, this strategy addresses potential delays, especially for parts requiring overseas ordering, ensuring a faster and more reliable service.
Proton’s POE initiative aligns with its dedication to high-quality service processes, technician competencies, future dealer management system integration, and building trust in the brand. Strategies include securing preferred appointment dates, aligning service processes with customer needs, and implementing comprehensive training programs for continuous skill elevation among technicians. This initiative underscores Proton’s commitment to delivering excellence and enhancing the overall customer experience.
