Proton Operational Excellence initiative to ease after-sales woes; larger stock of parts, fast service bays, and more

Proton has introduced the Proton Operational Excellence (POE) initiative, a move aimed at enhancing customer satisfaction by improving the performance of its nationwide service centers.

The initiative was unveiled during a media tour at one of Proton's authorised dealers, The Apple Auto Services & Tyres in Bangi. Key figures present at the event included Roslan Abdullah, CEO of Proton Edar Sdn Bhd, Edmund Lim, Vice President for Sales & After Sales, and Wan Hazran Wan Mustafa, After Sales Director.

The POE initiative is initially implemented in 13 pilot outlets, with plans to progressively integrate it into its nationwide network of 155 3S and 4S facilities, the widest of any carmaker here.

“We at Proton are dedicated to ensuring a premium level of service for every customer - from their first step into our dealerships, through the purchasing process and during subsequent service visits,” emphasised Roslan Abdullah, Chief Executive Officer of Proton Edar.

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POE serves as a fundamental initiative reflecting Proton's dedication to aftersales operational efficiency and service quality. Key focus areas include adherence to high-quality service processes, technician competencies, future Dealer Management System (DMS) integration, and building trust in the brand.

Strategies under the POE initiative include securing preferred appointment dates, aligning service processes with customer needs, and comprehensive training programs for technician development. These programs ensure continuous skill elevation, be it with staff or with equipment.

Thus far, the company has undertaken several plans to revamp its aftersales, including network rationalisation, and parts warehouse expansion. There's also 2 new warehouses in the Peninsular Malaysia, and a new one in Kuching opened late last year. One more in Kota Kinabalu is bound to follow.

"Our increased warehouse capacities have significantly reduced lead time delivery by at least 30%, enabling us to store more parts, streamline order processing, handle overseas shipments, and maintain larger stocks of critical items for quicker customer repairs. It's our way of saying we're here for you, ready to keep you on the road with minimal disruption," said Roslan.

Proton also has 3 months' worth of stock available at their warehouses and in certain dealers.

Beyond these operational enhancements, the company also empowers its dealer network through fostering better communication channels, coaching sessions, visits by management, sharing best practices, as well as implementing a reward scheme for its best-performing centres.

Alongside these, the company has also begun introducing fast service options, as well as cosier waiting areas in service centres.

Also read: Express service bays, min. 3 month spare parts stocks, better hospitality among Proton Operational Excellence aftersales improvement programme