Proton has introduced the Proton Operational Excellence (POE) initiative to enhance customer satisfaction. The carmaker says that this ‘meticulous strategy’ aims to improve the performance of Proton’s service centres nationwide, which in turn will increase customer trust.
Starting with 13 pilot outlets, POE will integrate into 3S and 4S facilities outlets nationwide in stages. “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,” said Roslan Abdullah, CEO of Proton Edar.
Proton says that POE reflects its dedication to aftersales operational efficiency and service quality. Focus areas include adherence to high-quality service processes, technician competencies, future Dealer Management System (DMS) integration and fostering trust in the brand.
Strategies include securing preferred appointment dates and aligning service processes with customer needs. Technician development is also central to POE, with comprehensive training programs ensuring continuous skill elevation. This initiative equips technicians with advanced knowledge, keeping them at the forefront of automotive technology for efficient resolution of issues.
“Proton has already undergone major transformations, with network rationalisation and parts warehouse expansion. Our comprehensive network rationalisation ensures optimal coverage, being the largest 3S/4S network of 155 outlets, we are well-positioned to meet and exceed customer expectations,” said Roslan, who is also Proton’s deputy CEO.
Parts availability is an infamous issue with Proton, and the company is hard at work in improving the situation. “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,” Roslan explained.
“It’s our way of saying we’re here for you, ready to keep you on the road with minimal disruption. We’ve strategically opened two new warehouses in Peninsular Malaysia, along with a new warehouse in East Malaysia, Kuching and soon to be launched Kota Kinabalu, catering to parts demand and supply in that region,” he added.
Aside from operational enhancements, Proton is also empowering the dealer network in POE. The company mentions open communication channels, collaborative efforts, one-to-one coaching sessions, and the sharing best practices among dealerships as moves to strengthen the dealer network. There will also be reward and recognition schemes that acknowledge dealers for outstanding customer service, celebrating milestones and instances where dealers go above and beyond.
Proton says that customer preferences are diverse when it comes to aftersales, and it caters to both the busy and the laid-back with fast service options and cozy waiting area with cafes.
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Good luck, future Proton owners!
Can I just laugh at this? Why? Because it is laughable.
Well said, never ever trusts these 2P’s,whatever they said r promise
They are delusional. They barely manage to surpass Honda customer service let alone Toyota. Ohh don’t forget about the spare part issue
Since all SC are privately owned by 3rd party, so Proton are happily to tiaow all SC, not when they are under Proton itself.
All sounds nice and dandy however up till today there is no clear guideline like the defect of the driver side mirror blind spot for x50 (first few batches).
Also what happened to the burned X70 its been months and until today still no feedback?
LOL. i seriously hope they change for the better la k
The slogans are always catchy, but the reality is lackluster.
When visiting their showroom, the salesmen are so focused on their cell phones, walking here and there, making small talk with their coworkers, standing far away and watching you, they don’t even care who you are or what you’re looking for.
*Tak kisah attitude
*Janji heavily subsidized by the Government
As long as the Roslan dude is in charge..everything is hyped up.It is not only delusional..it is schizophrenic.
Can u change the spots of a leopard?
The same overgungho behaviour tidak peduli attitude …no change.
Sama saja, look at how MADANI is doing so far. There is no denying that some are doing better, but those who are doing well make up less than 10% of the overall figure. The Deputy Minister is utter nonsense.
A job that was meant to be done by one person has been taken on by three people.
The intention is good, bcos they now no longer selling cheap cars. People who spend rm150k has a certain expectations. The baseline they have now, is not hard to improve bcos is quite bad.
This is where people who in charge of operation or after sales trying to do marketing. So lame and laughable.
“One to one coaching, sharing best practice…” haha
Technically speaking, models like X50 are still relatively new. Year 2020 if you buy first batch? So for a 3 year old car, I don’t expect any mechanical failure if the car is of quality. So the parts that Proton keeps, should just be enough to cater for those accident cases.
So why got parts shortage problem? It also reflect the underlying problem that the car itself sucks! Many koyak within warranty period hence not enough parts.