KUALA LUMPUR: Proton has announced its Operational Excellence initiative in a bid to improve the performance of its nationwide service centres.
In a statement, the carmaker said the initiative will start with 13 pilot outlets and will progressively integrate into nationwide 3S and 4S facilities outlets.
“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 Proton Edar CEO Roslan Abdullah.
According to the statement, the focus areas of the initiative include adherence to high-quality service processes, technician competencies, future Dealer Management System (DMS) integration, and fostering trust in the brand.
It said strategies under the initiative include securing preferred appointment dates and aligning service processes with customer needs.
Technician development is also central to the initiative, with comprehensive training programmes ensuring continuous skill elevation to equip them with advanced knowledge, keeping them at the forefront of automotive technology for efficient issue resolution.
Roslan said Proton's 3S/4S network of 155 outlets has significantly reduced lead time delivery by at least 30%.
This enables it to store more parts, streamline order processing, handle overseas shipments, and maintain larger stocks of critical items for quicker customer repairs, he said.
"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."
