Proton introduces new Operational Excellence initiative for better service delivery

KUALA LUMPUR: Proton's commitment to customer satisfaction has taken a step forward with the introduction of the Proton Operational Excellence (POE) programme. The unveiling event of the new initiative was held during a media tour at Proton's authorised dealer, The Apple Auto Services & Tyres in Bangi. 

The event was graced by the presence of Roslan Abdullah, CEO of Proton Edar Sdn Bhd, Edmund Lim, Vice President for Sales and after Sales, and Wan Hazran Wan Mustafa, After Sales Director.

The innovative POE program is designed to improve the operational performance of the brand’s service centres and ensure excellence in customer interactions. The key focus areas include high-quality service processes, technician proficiency, integration with future dealer management systems, and cultivating brand trust. 

The initiative reflects Proton's proactive approach to continuous improvement, reinforcing its position as a forward-thinking and customer-centric automotive brand. It aims to provide a swift and efficient issue resolution to customers with the following strategic measures -

• Securing preferred appointment dates
• Aligning service processes with customer needs
• Comprehensive training programs for technician development. 

The automaker will first roll out the new POE programme in 13 pilot outlets. Following the pilot phase, it will be progressively extended to include all 3S and 4S facilities across the nation.

Proton has experienced significant changes, including network rationalisation and expansion of parts warehouses. It recently inaugurated two new warehouses in Peninsular Malaysia, along with a new warehouse in Kuching. A new warehouse in Kota Kinabalu is also scheduled to open soon.

Also read: Proton reveals November 2023 sales report; YTD shows a growth of 12%