Relatório de Seleção 02

YANMAR MYANMAR CO., LTD.

Processo de seleção em Mianmar, realizando testes práticos.

Myanmar boasts the world's seventh largest rice production, and is an important market from the perspective of global food supply and demand. Yanmar Myanmar Co., Ltd. is actively engaged in providing various agricultural machinery and solutions that match local needs, as well as providing high-quality services. The office also has a full range of maintenance facilities, a large parts center, education and training facilities for farmers and service personnel, and an exhibition room with enhanced hospitality.
For the Service Awards, a total of 3 people were selected. 1 from each of the 3 categories: a dealer service personnel, a dealer parts personnel, and an engineer out of Yanmar Myanmar Co., Ltd. and dealers. Here, the process of selection is explained.
*This selection was held in 2020.

Fluxo de Seleção

Slide >>

Selection Criteria | Service (Dealer) : Achievement of evaluation criteria (daily point adding system) | Parts (Dealer) : Achievement of evaluation criteria (daily point adding system) | Technical (Yanmar Myanmar + Dealers) : Written and practical exams

Out of 64 people in (1) service, (2) parts, and (3) technical departments,
one person each with the highest evaluation (three people in total) won the Service Awards.

Visão geral do processo

In YANMAR MYANMAR CO., LTD. , we first announce the “standards of services provided (evaluation criteria)” to each department.
In the service and parts department, everyone acted with the evaluation criteria in mind from the day after the announcement.
From the following month, evaluation and reports on the evaluation criteria was to be submitted every month, and one person is selected as the best dealer.
After three practice tests, the technical staff will select one of the most talented staff in the final written and practice tests.

  • Departamento de serviços
    Announcement of the evaluation criteria.
    In FY2020, 6 criteria were set, and evaluated on a 4-point scale. By holding the Service Awards, the direction of the target service can be visualized, and improvement is also effective.
  • Departamento de peças
    Anúncio de progresso com base em critérios de avaliação.
    Com o retorno do progresso da avaliação todo mês, a prática de peças, como melhorar a precisão do pedido e o envio em tempo hábil, também é aprimorada. Além disso, explicamos os resultados das pesquisas de clientes e compartilhamos avaliações da perspectiva do cliente ao mesmo tempo.

Departamento técnico

  • Announcement of the evaluation criteria.
    We will also follow the flow to the Service Awards and technical follow-up for new products.
  • O primeiro teste prático.
    Apenas os funcionários que competirem no teste escrito e passarem no ponto de referência passarão para o segundo teste prático.
  • O segundo teste prático foi feito online. A produção agrícola não para nem mesmo sob a pandemia de COVID-19. Continuamos tentando fornecer um serviço de qualidade.

Cerimônia de premiação em 2019

  • Dealer Management is also working as one to win the Service Awards. This contributed to the spread of Yanmar's service and parts policy, and the dealer president also made a speech saying that he realized that customer satisfaction had increased.
  • All participants and dealer managements were invited to the Service Awards ceremony, which was a grand event. It was a good opportunity for the entire group to further improve service activities and improve customer satisfaction for next year.

Entrevista com os Concorrentes

  • Departamento de serviços

    Seinn Yaung So Manufacturing Co., Ltd,
    Sr. Pyae Phyo Htoon
    I am in charge of collecting and organizing machine failure information from customers and mechanics, and reporting it to Yanmar Myanmar Co., Ltd.
    I am happy and proud to work as a service staff at Yanmar dealers because Yanmar's services are accurate and visible, and we can provide customers with responsibility, confidence and efficiency.
    If I’d win the Service Awards, I would like to report it to the mechanic team who is at the forefront of customer service. If I can win the award, I think it is the result of their efforts too.

  • Departamento de peças

    Myanmar Future Farm Group Co., Ltd.
    Sr. Than Htun Aung
    As the person in charge of the parts department, I monitor inventory and order status, place orders, and formulate promotion plans for parts.
    Monthly reports and evaluations are a very good guide for better service to our customers in our day-to-day operations.
    The Service Awards have a positive impact on our morale and performance as an effective effort to improve customer satisfaction, and we find it very rewarding to prove our team's reputation.

  • Departamento técnico

    TPT Yee Shinn (Agricultura) Co., Ltd
    Sr. Thet Maung Maung
    Ao longo do ano passado, praticamos e testamos no local com base nos novos conhecimentos adquiridos ao estudar para o YAE *. Sinto que é significativo ter a oportunidade de continuar estudando para adquirir o título de YAE, e também percebo que esse conhecimento é diretamente útil na prática.
    Além disso, ao compartilhar esse conhecimento com meus subordinados, eu estava ciente da orientação que ajudaria meus juniores a fazer o exame YAE.
    Ao praticar o conhecimento e as habilidades adquiridos ao estudar para a YAE, estamos recebendo alegria e vitalidade dos sorrisos de nossos clientes quando as máquinas são reparadas.
  • *Note: YAE=Yanmar Agricultural mechanic Examination
    A system that measures knowledge and skills related to YANMAR product technical services according to a unified standard, and certifies employees who meet the standard as “YANMAR mechanic” qualifications. It will be a concrete guideline and goal for raising the skills of employees. Yanmar Myanmar's engineering department has designated the highest scorer in the YAE final exam as the winner of the Service Awards.

Comentários dos juízes

Yanmar Myanmar Co., Ltd. (Departamento de atendimento ao cliente) Sr. Tun Win Latt
Já fui juiz 3 vezes até agora, mas acho que a qualidade do serviço da equipe de serviço está melhorando ano a ano graças ao sistema de avaliação da Yanmar Myanmar Co., Ltd. Olhando para as avaliações e relatórios mensais do serviço e departamentos técnicos, sinto que eles estão ajudando a fornecer serviços sistemáticos e oportunos, melhorar as habilidades do pessoal que trabalha na linha de frente do campo e melhorar a etiqueta empresarial.

It goes without saying that individual service skills and manners are important for improving customer satisfaction, but we believe that improving the organizational strength of the entire team is essential. I think the selection system in Myanmar is a good initiative to thoroughly spread the policy to all employees, including staff with little service experience. A sense of competition among service staff has also sprung up, and we are working to maintain high motivation for each other.
I hope that our service staff will continue to work on Service Awards so that they can not only solve customers' problems, but also respond with hospitality and a sense of speed that exceed their expectations.

Consulta e Suporte