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The new Ipoh 3S Centre is not just on improving the sales numbers but also to enhance the overall customer experience.
The new office is not only designed to increase the efficiency for the respective departments but also reflect DMSB’s innovative company goals that focus on delivering quality customer service. This initiative is expected to develop a stronger organisation with new workplace environment.
DMSB Executive Director Makoto Ogawa said in the opening speech: “This new showroom is to further help not just on improving the sales numbers but also to enhance our overall customer experience. As some of you might have known, we have come a long way in establishing our partnership with Hino Malaysia.”
“One of the main considerations for this new outlet is to unify sales and after-sale service under one roof to form a comprehensive 3S centre. This further solidifies DMSB’s commitment to strengthening better customer service with not just by offering reliable products, but with quality service as well,” he added.
The previous office arrangement had the sales and service departments being located in two different locations. With the new branch, the DMSB team has upgraded it to be a complete entity with sales, service and spare-parts. The new infrastructure is said to provide a compatible environment for customers as it serves as a one-stop centre with a built-up area of 84,942sq ft and the service centre is equipped with 11 bays and three hoists.
Ogawa said DMSB would practise the ‘Culture of Continuous Improvement’ or known as ‘Kaizen’ within the new workplace environment as he noted that the practice was a great mechanism in the business field.
“I am proud to share that our monthly service intakes have doubled in numbers and there’s an increase in revenue following the implementation of Kaizen practices in Ipoh since August 2018,” he said.
According to Ken Iwamoto, the Managing Director of HMSM, innovation in business strategy was not only about a physical infrastructure. What was equally important was the fortitude of the organisation and the support given to valued customers.
“Creating an innovative system needs more than just a physical infrastructure. A new workplace means a new surrounding and environment that indeed would bring new spirit to all staff. Apart from that, I believe this new office is to value and cherish partnerships. With mutual passion, we could move towards achieving mutual goals,” he said.
“We at Hino always aim to contribute and deliver the best for our customers’ business. Besides endeavouring to develop high quality metal products, we also focus on after-sale values,” he added.
Pertaining to the road and vehicle safety awareness and after-sale values, Hino has built the first training centre in Southeast Asia that is equipped with a circuit to provide solid training for truck drivers. With the Hino Total Support Customer Center in Sendayan, Hino said it strove to deliver the best support to valued customers with optimal training programmes that included driver safety training, eco-driving and driver familiarisation training.
The inauguration of the new 3S centre was officiated by Iwamoto and the management team from DMSB including Ogawa and General Manager Arman Mahadi.
With the relocation of this branch office, the DMSB team is expected to execute exchanges in experiences, methodologies and work practices as well as being guided in anticipating future progress. In addition, the new location is believed to serve as a catalyst in accelerating business, on top of accommodating the rapid growth.
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