Einführung in die Auswahl in Myanmar, Durchführung von Berichten und Übungstests
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.
Auswahlprozess
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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.
Überblick über den Prozess
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.
Abteilung Kundendienst
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.
Abteilung Ersatzteile
Fortschrittsanzeige anhand von Bewertungskriterien. Durch eine monatliche Rückmeldung zum Fortschritt der Auswertungen wird auch die Handhabung der Ersatzteile verbessert, z. B. die Genauigkeit der Bestellungen und der rechtzeitige Versand. Außerdem erläutern wir die Ergebnisse von Kundenbefragungen und teilen gleichzeitig Bewertungen aus der Sicht des Kunden.
Technische Abteilung
Announcement of the evaluation criteria.
We will also follow the flow to the Service Awards and technical follow-up for new products.
Der erste Praxistest. Nur Mitarbeiter, die an der schriftlichen Prüfung teilnehmen und die Benchmark bestehen, werden zur zweiten Übungsprüfung zugelassen.
Der zweite Praxistest wurde online durchgeführt. Die landwirtschaftliche Produktion hört auch unter der COVID-19-Pandemie nicht auf. Wir versuchen weiterhin, einen gesunden Service zu bieten.
Preisverleihung 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.
Bewerberinterview
Abteilung Kundendienst
Seinn Yaung So Manufacturing Co., Ltd, Herr 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.
Abteilung Ersatzteile
Myanmar Future Farm Group Co., Ltd. Herr 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.
Das ganze letzte Jahr über haben wir vor Ort geübt und getestet, basierend auf dem neuen Wissen, das wir durch das Studium für YAE* erworben haben. Ich empfinde es als sinnvoll, die Möglichkeit zu haben, weiter zu studieren, um die YAE-Qualifikation zu erwerben, und ich merke auch, dass dieses Wissen in der Praxis direkt nützlich ist. Während ich dieses Wissen mit meinen Untergebenen teilte, war ich mir darüber hinaus bewusst, dass meine Junioren die YAE-Prüfung ablegen würden. Während wir das Wissen und die Fähigkeiten, die wir durch das Studium für YAE erworben haben, anwenden, werden wir durch das Lächeln unserer Kunden glücklich und lebendig, wenn deren Maschinen repariert sind.
*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.
Kommentare von Juroren
Yanmar Myanmar Co., Ltd. (Customer Service Department)Mr. Tun Win Latt
Ich war bisher dreimal Juror, und ich denke, dass die Servicequalität der Kundendienstmitarbeiter dank des Bewertungssystems von Yanmar Myanmar Co., Ltd. von Jahr zu Jahr besser wird. Wenn ich mir die monatlichen Bewertungen und Berichte der Service- und Technikabteilungen ansehe, habe ich das Gefühl, dass sie dazu beitragen, systematische und rechtzeitige Dienstleistungen zu erbringen, die Fähigkeiten der Mitarbeiter, die an der Außendienstfront arbeiten, zu verbessern und die Geschäftsetiquette zu verbessern.
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.
