Introductie van de selectie in Myanmar, verslagen en en het uitvoeren van oefentests
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.
Selectiestroom
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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.
Overzicht van het selectieproces
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.
Serviceafdeling
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.
Onderdelenafdeling
Aankondiging van vooruitgang op basis van evaluatiecriteria. Door elke maand de voortgang van de evaluaties terug te koppelen, wordt ook de praktijk op onderdelen verbeterd, zoals de nauwkeurigheid van bestellingen en tijdige verzending. Bovendien lichten we de resultaten van klantenenquêtes toe en delen we tegelijkertijd de evaluaties vanuit het perspectief van de klant.
Technische afdeling
Announcement of the evaluation criteria.
We will also follow the flow to the Service Awards and technical follow-up for new products.
Het eerste oefenexamen. Alleen personeelsleden die aan de schriftelijke toets deelnemen en voor het referentiepunt slagen, gaan door naar het tweede oefenexamen.
Het tweede oefenexamen werd online afgelegd. De landbouwproductie stopt niet, zelfs niet door de coronacrisis. We blijven proberen te zorgen voor een goede dienstverlening.
Prijsuitreiking in 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.
Interview met deelnemer
Serviceafdeling
Seinn Yaung So 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.
Onderdelenafdeling
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.
Het afgelopen jaar hebben we ter plaatse geoefend en getoetst op basis van de nieuwe kennis die we hebben opgedaan tijdens onze studie voor de YAE*. Ik vind het zinvol dat ik de kans krijg om verder te studeren voor de kwalificatie voor YAE, en ik besef ook dat die kennis direct bruikbaar is in de praktijk. Bovendien, terwijl ik die kennis met mijn ondergeschikten deelde, was ik me bewust van begeleiding die mijn junioren zou helpen bij het afleggen van het YAE-examen. Terwijl we de kennis en vaardigheden die we tijdens onze studie voor YAE hebben opgedaan, in de praktijk brengen, worden we gelukkig door de glimlach van onze klanten wanneer de machines zijn gerepareerd.
*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.
Opmerkingen van juryleden
Yanmar Myanmar Co., Ltd. (Customer Service Department) Tun Win Latt
Ik ben tot nu toe 3 keer jurylid geweest, maar ik denk dat de kwaliteit van de dienstverlening van het servicepersoneel jaar na jaar verbetert dankzij het evaluatiesysteem van Yanmar Myanmar Co., Ltd. Als ik naar de maandelijkse evaluaties en verslagen van de service en technische afdelingen kijk, heb ik het gevoel dat ze helpen om systematische en tijdige diensten te verlenen, de vaardigheden van het personeel dat in de frontlinie op het terrein werkt te verbeteren en de zakelijke etiquette te verbeteren.
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.
