Presentazione della selezione in Myanmar mediante rapporti e prove pratiche
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.
Processo di selezione
Diapositiva >>
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.
Descrizione del 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.
Reparto assistenza
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.
Reparto ricambi
Annuncio dei progressi in base a criteri di valutazione. L’invio su base mensile di rapporti di valutazione permette di migliorare certe pratiche legate ai ricambi, come l'accuratezza degli ordini e la rapidità di spedizione.Allo stesso tempo vengono anche spiegati i risultati dei sondaggi sui clienti e vengono condivise le valutazioni dal punto di vista del cliente.
Reparto tecnico
Announcement of the evaluation criteria.
We will also follow the flow to the Service Awards and technical follow-up for new products.
Prima prova pratica. Solo il personale che concorre alla prova scritta e supera il punto di riferimento procederà alla seconda prova pratica.
La seconda prova pratica è stata condotta online. La produzione agricola non si è fermata nemmeno durante la pandemia di COVID-19 e abbiamo continuato a cercare di fornire un servizio sano.
Cerimonia di premiazione del 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.
Intervista al concorrente
Reparto assistenza
Seinn Yaung così Manufacturing Co., Ltd, 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.
Reparto ricambi
Myanmar Future Farm Group Co., Ltd. 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.
Durante l'ultimo anno, abbiamo praticato e testato in loco le nuove conoscenze acquisite durante lo studio per YAE*. Ritengo che sia significativo avere l'opportunità di continuare a studiare per acquisire la qualifica YAE e sono convinto che tali conoscenze siano molto utili nella pratica. Inoltre, al momento di condividere quella conoscenze con i miei subordinati, ho avuto modo di riflettere sui consigli che avrebbe aiutato i miei ragazzi a sostenere l'esame YAE. Mettere in pratica le conoscenze e le abilità acquisite studiando per YAE ci permette di assaporare la felicità e la vitalità contenute nei sorrisi dei nostri clienti al completamento delle riparazioni.
*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.
Commenti dei giudici
Yanmar Myanmar Co., Ltd. (Reparto Assistenza Clienti) Tun Win Latt
Sono stato giudice per 3 volte e ritengo che la qualità dell’assistenza del personale di assistenza stia migliorando di anno in anno grazie al sistema di valutazione di Yanmar Myanmar Co., Ltd. Guardando le valutazioni mensili e i rapporti del servizio e tecnici, ritengo che stiano aiutando a fornire servizi sistematici e tempestivi, migliorare le competenze del personale che lavora in prima linea sul campo e migliorare l'etichetta aziendale.
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.
