Proton, Malaysia’s national car manufacturer, is taking a bold step to enhance after-sales service quality through its Proton Operational Excellence (POE) initiative. Deputy Chief Executive Officer, Roslan Abdullah, has announced stringent measures to ensure customer satisfaction, emphasising a commitment to excellence.
Under the new policy, Proton has introduced a fine of RM1,000 for every customer dissatisfaction complaint received concerning any Proton 3S or 4S Center. However, before any penalties are imposed, the head office will conduct a thorough investigation. Warning letters will be issued to service centres for each complaint received, serving as an initial caution.
Sources reveal that a Proton service centre in Penang has already faced consequences, losing its status as an official Proton service centre due to its failure to meet established Key Performance Indicators (KPIs). This move underscores Proton’s dedication to upholding high standards in after-sales service across its network.
Conversely, Proton aims to encourage excellence by offering rewards to 3S/4S Centres that achieve outstanding KPI results. While the specific nature of these rewards remains undisclosed, the initiative seeks to create a positive incentive for service centers to excel in customer satisfaction and overall performance.
Proton’s proactive approach demonstrates a commitment to customer-centric operations and a determination to continually improve the after-sales service experience. As the automotive industry evolves, such initiatives play a crucial role in maintaining and elevating the brand’s reputation in the highly competitive market.
