In a strategic move to elevate customer satisfaction, Proton has introduced the Proton Operational Excellence (POE) initiative. This comprehensive strategy is designed to enhance the performance of Proton’s nationwide service centres, instilling confidence in the brand’s commitment to excellence. The initiative was officially unveiled at one of Proton’s authorised dealers, The Apple Auto Services & Tyres in Bangi.

The POE initiative, commencing with 13 pilot outlets, will progressively integrate into nationwide 3S and 4S facilities, highlighting Proton’s systematic approach to operational excellence at every customer touchpoint. Emphasising a commitment to aftersales operational efficiency and service quality, the initiative focuses on key areas such as high-quality service processes, technician competencies, future Dealer Management System (DMS) integration, and fostering trust in the brand.

Key Aspects of the POE Initiative:

1. Adherence to High-Quality Service Processes: The initiative ensures the implementation of high-quality service processes that align with customer needs, from appointment scheduling to service completion.
2. Technician Competencies: A central focus is on the development of technicians through comprehensive training programs, keeping them abreast of the latest automotive technology for efficient issue resolution.
3. Dealer Management System (DMS) Integration: The initiative emphasises the integration of a future Dealer Management System (DMS) to enhance operational efficiency and customer experience.
4. Building Trust and Confidence: Beyond operational enhancements, Proton places a strong emphasis on building and reinforcing trust and confidence in its brand and services. This involves empowering the dealer network, open communication channels, collaborative efforts, one-to-one coaching sessions, and sharing best practices among dealerships.
5. Reward & Recognition Schemes: Proton has introduced reward and recognition schemes to acknowledge dealers for outstanding customer service, celebrating milestones and instances where dealers exceed expectations.
6. Enhanced Customer Experience: To address diverse preferences, Proton has introduced fast service options and created a comfortable waiting area with quality cafes, ensuring an efficient and enjoyable experience for customers.

Roslan Abdullah, CEO of Proton Edar Sdn Bhd, highlighted the brand’s commitment to ensuring a premium level of service for every customer. The initiative aligns with Proton’s broader transformation journey, reinforcing its dedication to achieving positive milestones and fostering stronger connections with valued customers.

Overall, the Proton Operational Excellence initiative signifies a dedicated effort to enhance customer satisfaction, instill confidence in the brand, and create lasting positive impressions throughout the customer journey.