선발 보고서 02

YANMAR MYANMAR CO., LTD.

보고서 및 모의고사를 실시하는 미얀마에서 선발을 소개합니다.

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.

선택 흐름

슬라이드 >>

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.

프로세스 개요

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.

  • 서비스 부서
    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.
  • 부품 부서
    평가 기준에 따른 진행 상황 발표.
    매월 평가 진행 상황을 피드백함으로써 주문 정확도 향상 및 적시 배송과 같은 부품 관행도 개선됩니다. 또한 고객 설문조사 결과를 설명하고 고객의 입장에서 평가를 공유합니다.

기술 부서

  • Announcement of the evaluation criteria.
    We will also follow the flow to the Service Awards and technical follow-up for new products.
  • 첫 번째 모의고사.
    필기시험에 응시하여 기준점에 합격한 직원만이 2차 모의고사를 진행합니다.
  • 2차 모의고사는 온라인으로 진행됐다. 코로나19 사태에도 농산물 생산은 멈추지 않는다. 건강한 서비스를 제공하기 위해 계속 노력하고 있습니다.

2019년 시상식

  • 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.

참가자 인터뷰

  • 서비스 부서

    Seinn Yaung So Manufacturing Co., Ltd,
    표표훈 씨
    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.

  • 부품 부서

    미얀마 퓨처팜그룹(주)
    Mr. 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.

  • 기술 부서

    (주)티피티 이신(농업)
    테트 마웅 마웅 씨
    지난 한 해 동안 우리는 YAE*에서 공부하면서 얻은 새로운 지식을 바탕으로 현장에서 연습하고 테스트했습니다. YAE 자격을 취득하기 위해 계속 공부할 수 있는 기회를 갖게 된 것 자체가 의미가 있다고 생각하고, 지식이 실무에 직접적으로 도움이 된다는 것도 깨닫고 있습니다.
    그리고 그 지식을 부하들과 공유하면서 후배들이 YAE 시험을 치를 때 도움이 될 지도 모른다는 생각을 하게 되었습니다.
    YAE에서 공부하여 얻은 지식과 기술을 연습하면서 기계를 수리 할 때 고객의 미소에서 행복과 활력을 받고 있습니다.
  • *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.

심사위원의 코멘트

Yanmar Myanmar Co., Ltd.(고객 서비스 부서) Mr. Tun Win Latt
저는 지금까지 3번의 심사위원이었지만, (주)얀마미얀마의 평가시스템 덕분에 서비스 스태프들의 서비스 질이 해가 갈수록 향상되고 있다고 생각합니다. 그리고 기술부서에서 체계적이고 시기적절한 서비스를 제공하고, 현장에서 일하는 직원들의 능력을 향상시키며, 비즈니스 매너를 향상시키는 데 도움이 된다고 생각합니다.

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.

문의・고객지원