Proton and perodua

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Proton and perodua

This includes design, suppliers, manufacturing and the aftermarket, in order to ensure end-to-end and continuous product and quality improvements, according to the company.

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The automaker is aspiring to attain the top spot in Customer Service Index CSI rankings in the country within three years. On the design aspect, an Engineering Quality Department has been established in order to provide Critical to Quality CTQ input to designers and engineers.

A task force will also look into daily market issues for efforts towards reducing top warranty claims, Proton added. The Global Customer Product Audit GCPA is used as a benchmark for Proton to conduct its product quality audits, and it is a system also used for Geely and Volvo cars in tandem with global standards, says the national car company.

The audit system is one that rates issues encountered on the production line based on their severity. A system will give points of, 50 and 30 depending on the severity of the issue; the higher the score the more serious it is, and any area with a score of is deemed critical enough to stop production while corrective measures are implemented.

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Proton aims to achieve a score of 1, in the GCPA by the end of this year; as of June, the company has managed a score of 1, Proton has also invested in a new, state-of-the-art production plant that is currently under construction in Tanjung Malim, which is progressing as scheduled and the forthcoming SUV will be the first to emerge from the new facility.

Beyond that, it will also serve to assemble all future models co-developed by Geely and Proton, the company said. To ensure that the quality improvement initiatives remain on target, the quality improvement team meets weekly to discuss implementation issues and deadlines, and milestones are checked off as they are achieved in order to keep the final goal in focus.

Proton auditors are also sent to Geely in China for upskilling and to be familiarised with GCPA, product, aftersales and supplier quality, which are foreseen to pay off in the long term towards achieving and maintaining the scores targeted by the company, it said.

First up in this area is the upgrading of more outlets to 3S or 4S centres to serve as one-stop locations that will better serve its customers, particularly to have the convenience of sales and service at the same time, said Proton.

It also recognises the need to be consistent with deliveries to its customers, and ultimately to build long-term relationships with them by continuously meeting their expectations.

In the efforts towards changing customer perception of the brand, Proton identified eight drivers of internal processes at the front line of customer service and at the workshop stage.

All front-line and workshop positions should be sufficiently staffed and with the necessary quality, which is to be knowledgeable and skilled for the job at hand.Perodua Myvi rocks market To many, the launch of the new Myvi is deemed timely, and considered “a game-changer model” for the company.

Proton and perodua

“The Myvi will spark new interest in a subdued and dull industry,” says one industry observer. The NNCP will not be a rival to existing national car companies Proton and market leader Perodua, which at present are focused mainly on the domestic market.

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