21 October 2015
Toyota skills contest 2015 champions exhibit relentless determination in improving customer service
Shah Alam, 21 October 2015 – UMW Toyota Motor had proved, through the Toyota Skills Contest 2015 that customer service excellence does not end the moment customers purchase their vehicles. Instead, 12 champions from the contest demonstrated that customer ownership experience goes a long way.
The Toyota Skills Contest is an annual event that provides Toyota personnel a platform to improve their skills and efficiency in handling daily operations and diagnosing difficult-to-repair problems to achieve the highest possible customer satisfaction. In line with the Toyota ‘Kaizen’ Philosophy, continuous improvement is not only made to products, but employee’s tenacity in better serving the customers.
This year marked its 26 years, where more than 1,200 contestants participated across 12 categories, which was an increase of 169 participants from previous year. Champions from the seven main categories will be treated with a fully sponsored trip to Japan and participate in the Toyota’s Annual Assembly of International Customer Service Champion in Japan, organised by Toyota Motor Corporation. The other five local initiative category winners will be going for an all-expense paid trip within ASEAN. Aside from the grand prize, champions of each category, as well as the 1st runner up and 2nd runner up also received cash awards and plaques.
Datuk Ismet Suki, President of UMW Toyota Motor said, “We continue to see an increase in participation over the past few years, signalling a healthy desire among after sales personnel to attest to the company’s drive, to be on par excellence in their service for customers. I’m gratified by their motivation to excel further through the Toyota Skills Contest, allowing them to showcase their best ability in serving our customers. The buck does not stop there, as participants from this contest cascade the spirit of improvement to their workplace and become role models to their peers.”
Among some technical assessments conducted during the Toyota Skills Contest include problem-solving while performing 5S and safety standard operating procedure, as well as the body & paint on finished quality. There was also a simulation where individuals faced a challenging customer-handling situation, and were tested on their capability in addressing the incident.
In attendance at the event were Toyota Dealers Principals and Toyota Technical Education Programme (T-TEP) school principal and students. Among the T-TEP schools attended the event was Institut Kemahiran MARA Jasin, Institut Kemahiran MARA Lumut, Kolej Kemahiran Tinggi MARA (KKTM) Masjid Tanah, TAFE College Seremban and Kolej WIT Klang.
The champions of each category are as follows:
Main categories to contest at the Toyota Annual Assembly of International Customer Service Champion in Japan:
General Service Technician – Diagnosis Category : Md Sani Bin Md Noor
Customer Relation (Executive CSO) Category : Mohan A/L Duraisamy
General Service Parts Assistant Category : Siti Zarith Binti Juhari
General Service Advisor : Mohd Nazri Bin Abdul Rahman
Body & Paint Technician – Paint Category : Mohamad Hafiz Bin Bahar
Body & Paint Technician – Body Category : Soo Ling Hing
Body & Paint Service Advisor Category : Yap Kai Cheong
Local Initiatives Categories:
General Service Technician – Junior Category : Chong Zhuang Yu
General Service Technician – Pro Category : Chong Mun Kit
General Service Admin Assistant : Shirley Anak Mendan
General Service Workshop Controller : Sivaraj A/L Perumal
Body & Paint Parts Assistant Category : Muhammad Faiz bin Ramli