Monday, December 24, 2018
HINO Total Support (TS) Contest 2018 - HINO Malaysia's 5th Annual Sales, Service & Parts Personnel Competition Was Held Recently
Hino Motors Sales (Malaysia) Sdn. Bhd. (HMSM) recently held the HINO Total Support (TS) Contest 2018, the 5th time this annual contest has been held. This sales and aftersales personnel contest was held at HMSM'S Head Office located in Petaling Jaya. The competition is aimed towards fostering greater skills and knowledge among the dealers and their personnel so that they get to spend some time meeting others and at the same time ensure that the Hino brand stays at the top of the Malaysian commercial vehicle industry in terms of sales and aftersales.
The HINO TS Contest is a platform which recognises its participants (and dealers). This is a way of how HMSM rewards their dealers by giving constant support. It also helps sales and service personnel in performing excellently in engaging customer-related programs as they enhance their skills and knowledge in preparing for the competition and by learning from the other participants.
The whole day event (held on a Saturday so that there is minimal disruption at the dealerships on weekdays) was participated by 38 of Hino’s authorized dealers from the whole of Malaysia. There were 126 contestants who represented their respective companies. Besides the purpose of the contest in targeting to give customer satisfaction through the three main fields; Sales, Service, and Spare Parts, Hino also complies to its fundamental on ‘Two Values’ which are “Maximise vehicle Up-Time” and “Minimise vehicle Life-Time Cost’’.
One thing you readers must note is that the Hino dealers do not just send their personnel to take part in the finals that saturday. The contestants are required to partake in intensive briefing and training held at the Hino Total Support Customer Center (HTSCC) in Sendayan, so that they have some preparation prior to the actual contest. We suppose that this is to ensure that everyone gets a fair chance and get a free refresher course at what we say is the most well supported commercial vehicle training centre in Malaysia.
The contest was officiated by the HMSM’s Managing Director, Mr. Ken Iwamoto together with the Executive Director of Hino Motors Sales Malaysia Sdn Bhd, Dato’ Johnny Chan. Special guests from Hino Motors Ltd., Japan were also present, notably Mr. Takeshi Yasuda, Senior Manager of HINO Motors Ltd. Japan.
“The key point of our message here today is to establish Trusted People of Excellence teams with knowledge & highly skilled capabilities to reinforce our Hino Total Support Activity, and with the high level of Pride & Dignity, to represent customer satisfaction from all categories of Sales, Service and Parts”, said Mr. Ken Iwamoto, the Managing Director of HMSM at the start of the contest.
The HINO TS contest inculcates good working practices among the dealers and their staff. The contest is one way that personnel are rewarded, not just in monetary forms but also for being recognised as the best in their fields.
3S Overall Winners of the 5th Hino Total Support Contest 2018 with Management Team of Hino Motors Sales (Malaysia) Sdn Bhd (HMSM).
from left; The Executive Director of HMSM, Dato’ Johnny Chan, 2 nd Runner Up Winner, team from Soo Chuan Motor Credit Sdn Bhd, the Champion, team from Lu & Sons Engineering Sdn Bhd, the Managing Director of HMSM, Mr Ken Iwamoto, the Chairman of HMSM, Mr Billy Ng, and 1st Runner Up Winner, team from Soo Chuan Motor Credit Sdn Bhd
The three main categories of Hino Total Support Contest
- Sales, Service, and Parts, includes theoretical and practical practices.
Respective to the concept of Total Support, comprehensive understanding of various product lines is important for all participants which are not restricted to only vehicle sales but inclusive of all products, parts and after-sales activities. The contestants will be evaluated through the skills on how to operate the Power Take-off (PTO) System and Governor. In essence, all participants under Sales category are required to excel in test on Part Identification and Vehicle.
The integrity of the HINO brand is closely related to services which directly portrays its after-sales reputation. Customer satisfaction with the service provided is one of the key elements in having a good image of the HINO brand. This is training for better service standards for HINO.
Contestants under service category will undergo competition pertaining to vehicle diagnosis and troubleshooting with services which will develop their capabilities in fulfilling customers’ requests and satisfaction.
Senior Technician will be tested in the area of Electrical Troubleshooting and Rectification, Vehicle Mechanical Parts, and Vehicle Inspection, while contestants under Service Advisor category will undergo theoretical test which involves the Hino Customer Service Advisor (CSA), Telephone Conversation, and explanation on Component Function and Trouble Shooting.
In the commercial vehicle industry, spare parts plays as an important role in attracting and gaining trust from customers. Besides providing a high quality of parts, the way on how personnel communicates in conveying their knowledge on parts related matter will directly give impact to customers. Thus, Hino Parts personnel require an optimum knowledge on parts management as to develop an excellence progress.
The Spare Parts contestants will be tested based on Hino product knowledge which comprises of Hino Genuine Parts identification, Electronic Parts Catalogue (EPC), Warehouse Safety SOP (Standard
Operating Procedure), and 7 Storage Techniques.