Laporan Seleksi 02

YANMAR MYANMAR CO., LTD.

Memperkenalkan seleksi di Myanmar melakukan laporan dan tes praktek

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.

Alur Seleksi

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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.

Ikhtisar Proses

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.

  • Service department
    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.
  • Departemen suku cadang
    Pengumuman kemajuan berdasarkan kriteria evaluasi.
    Dengan memberi umpan balik pada kemajuan evaluasi setiap bulan, praktik suku cadang seperti meningkatkan akurasi pesanan dan pengiriman tepat waktu juga ditingkatkan. Plus, kami menjelaskan hasil survei pelanggan dan berbagi evaluasi dari perspektif pelanggan pada saat yang bersamaan.

Departemen teknis

  • Announcement of the evaluation criteria.
    We will also follow the flow to the Service Awards and technical follow-up for new products.
  • Tes latihan pertama.
    Hanya staf yang mengikuti tes tertulis dan lulus titik acuan yang akan melanjutkan ke tes praktik kedua.
  • Tes latihan kedua dilakukan secara online. Produksi pertanian tidak berhenti bahkan di bawah pandemi COVID-19. Kami terus berusaha memberikan pelayanan yang sehat.

Upacara penghargaan pada tahun 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.

Wawancara kontestan

  • Service department

    Seinn Yaung Jadi Manufacturing Co, Ltd,
    Tuan 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.

  • Departemen suku cadang

    Myanmar Future Farm Group Co., Ltd.
    Tuan 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.

  • Departemen teknis

    TPT Yee Shinn (Pertanian) Co., Ltd
    Tuan Thet Maung Maung
    Sepanjang tahun lalu, kami telah berlatih dan menguji di tempat berdasarkan pengetahuan baru yang diperoleh dari belajar untuk YAE*. Saya merasa memiliki kesempatan untuk melanjutkan studi untuk memperoleh kualifikasi YAE sangat berarti, dan saya juga menyadari bahwa pengetahuan itu secara langsung berguna dalam praktik.
    Selain itu, saat berbagi pengetahuan itu dengan bawahan saya, saya sadar akan bimbingan yang akan membantu junior saya mengikuti ujian YAE.
    Sambil mempraktikkan pengetahuan dan keterampilan yang diperoleh dari belajar untuk YAE, kami menerima kebahagiaan dan vitalitas dari senyum pelanggan kami saat mesin diperbaiki.
  • *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.

Komentar dari Juri

Yanmar Myanmar Co., Ltd. (Customer Service Department) Mr. Tun Win Latt
Saya telah menjadi juri 3 kali sejauh ini, tetapi saya pikir kualitas layanan staf layanan meningkat dari tahun ke tahun berkat sistem evaluasi oleh Yanmar Myanmar Co., Ltd. Melihat evaluasi bulanan dan laporan layanan dan departemen teknis, saya merasa bahwa mereka membantu memberikan layanan yang sistematis dan tepat waktu, meningkatkan keterampilan staf yang bekerja di garis depan lapangan, dan meningkatkan etiket bisnis.

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.

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