Mazda - Japan

Global Technical Support Summit Sep. 27 to Oct. 2, 1999

MCSD

inLondon

Overview of MazdaOverview of Mazda

OrganizationOrganization

Technical Support ActivityTechnical Support ActivityTechnical InformationTechnical Information

Tool/EquipmentTool/Equipment

Diagnosis Equipment (WDS)Diagnosis Equipment (WDS)

Technical HotlineTechnical Hotline

Technical TrainingTechnical Training

Mazda’s ProposeMazda’s Propose

Mazda History

Jan. 30, 1920 Toyo Kogyo

1933 Three-wheel Truck

1958 Small-sized four-wheel truck

1960 Passenger car (R360)

May 1967 Mazda 110S (Rotary Engine)

May 1984 Mazda Motor Corporation

May 1991 Win the Le Mans 24-hour race

No. of Distributors & Dealers

Japan 318,866 NA 1,702

N. America 240,547 7 982

Europe 267,140 29 2,437

Others 170,235 111 1,390

Total 996,788 147 6,511

Dist. DealersSales (‘98)

Location of Overseas Factories

SAMCO

WMMI

KWML

IVMC

Mavesa

MARE

CCA

PTNA

AMI & AAIS

FMC & CAC

VMC

AAI

AAT

FLH

Sind

Swaraj

Market Condition in Japan

No. of Employees Sales Volume ('98) No. of Dealer

Mazda 23,000 315,000 1,702

Ford 275 18,000 213

Volvo 370 16,000 Appro. 200

Jaguar ＮＡ ＮＡ ＮＡ

Organization

Customer Service Planning & Administration

Customer Service Profit Analysis

Accessory

Service Marketing Strategy

Parts Supply & Engineering Information

Domestic Dealer’s Field Service

Overseas Field Service

Field Quality Information

Vehicle Service & Program

Customer Service Mr. A. Betancourt + 648

Field Quality Administration Gr

Technical Hot Line Gr

Current & Past Model Support Gr

Field Quality Information Dept.Mr. H. Tamekiyo + 59

Upstream Service Program

Service Material Planning

Diagnosis Service Planning

Technical Service Training

Vehicle Service & Program Dept.

Mr. K. Nii + 96

Technical Information(Service Manual)

Workshop Manual Development and Production Process

T ra n sla t io n D T Pa n d p rin t in g

C o l le c t io n o fin fo rm a t io n

D T P(In te r le a f)

D T P(F ra m e m a k e r+ S G M L )

C a m e ra -re a d y -c o p y

A ustra liaD istr ibuto r

M N A O

P rin t in g

D istr ibuto rs

M a lo x

M a ritz

P rin t in g E S IN e tw o rk

S G M L

H T M L

P la n n in g &A d m in ist ra t io n

M C

B o o kw o rks

P rin t in g

D ea lers

P rin t in g

K unieda -Sa ng yo

T ra nsla tio nco mpa nies

M L E (M a zda -L o g ist ic s E uro pe)

P a rts lo g ist ic s

M ID A S (M A Z D A In te g ra te d D a ta b a se -a n d A p p l ic a t io n sy ste m s)

F orJa p a n F or N or th A m ericaF or A u s tra liaR O W

M a zda A ce

D ea lersD ea lers D istr ibuto rs

C re s t e cＭ Ｍ Ｅ／

(Jap an ese ,E n glish )

F ren ch ,G erm an ,S p an ish ,Ita lian ,D u tch ,S w ed ish ,F in n ish

E n glish E n glish

Owner’s Manual Development and Production Process

C o lle c t io n o fin fo rm a t io n

D T P

M a zda A ce

M ID A S (M A Z D A In te g ra te d D a ta b a se -a n d A p p l ic a t io n sy ste m s)

T ra n sla t io n

T ra nsla tio n co mpa nies

P la n n in g &A d m in ist ra t io n

M C

C a m e ra -re a d y -c o p y

P rin t in g

F o r J a p a n ,N o rth A m e ric aE u ro p e ,R o w

T ra n sra t in g E n g l ish in to th e i r lo c a l la n g a g e s(O v e r 1 3 la n g a g e s)

L o ca l D istr ibuto rs

In sta l la t io n in to v e h ic le s

M C a ssembly line

G erm an ,F ren ch ,D u tch ,S p an ish ,A rab ic

D T P & P rin t in g

In sta l la t io n in to v e h ic le s d u rin g P D I

Ita lian ,P o rtu gu ese ,F in n ish ,S w ed ish ,H eb rew e tc .

O

• Expenses and it’s Recovery

1) Service Manuals

Mazda's cost recovery by sales Mazda's cost recovery by sales Mazda's cost recovery by sales

Printing

Translation

Authoring

J apan (J apanese) U.S./ Australia (English)Europe (8 languages)

Rest of World (3 languages)

DTP

2) Owner’s Manual

Mazda distributor Mazda distributor Mazda distributor Mazda distributor

Authring

DTP

Printing

Transration

J apan U.S.A/ Australialocal transration

Europe/ Rest of World

: Mazda's Cost

: Recovery by sales

: Net Expenses for Service Manual Development and Production

: Mazda's assistance

RangerB-SeriesJ14(M)U204(F)

Fiesta 121B-SeriesRanger

Bongo FRENDEEFREDAFAMILIALASER

CAPELLATELSTERPREMACYIXION

DEMIOFESTIVA MINI WAGONJ14(M)U204(F)

Ranger/ CourierB-SeriesE-SeriesEconovan

323LASER

Blue: MAZDA supplies manuals to FORD.Red: FORD supplies manuals to MAZDA.Black: MAZDA and FORD co-develop manuals.

North America

Japan

Asian Pacific

Europe

••Service Manual — Co-Development/ Sharing with FORD & MAZDAService Manual — Co-Development/ Sharing with FORD & MAZDA

• • IssueIssue::

１） Integration of vehicle development system to retrieve necessary engineering information for manual development.

MAZDA FORD VOLVO J AGUARMIDAS/ ISSOP WERS ? ?

２） Integration of DTP (Desk Top Publishing) systemsMAZDA FORD VOLVO J AGUAR

Key Supplier Mazda Ace SPX/ Valley Forge ? ?Location J apan U.S.A/Germany/U.K. ? ?

MAZDA FORD VOLVO J AGUAROwner's Manual Interleaf ver.5.4.12J ? ? ?

Interleaf ver.5.4.12J Frame Maker

Wiring Diagram Frame Maker Interleaf ? ?Suggested Repair Time Manual QuarkExpress ? ? ?Bodyshop Manual QuarkExpress ? ? ?Training Manual Interleaf ver.5.4.12J ? ? ?

Workshop Manual

ManualsDTP software

? ? ?

３） Integration of manual format

In addition to co-development of individual project as mentioned, we want to study the feasibility of integrating manual development processes and systems.

• Concern:Concern:

Special Service Tools (SST)

1. New Project Information

11 months before MP

2. Study for Necessity of SST

Study for usability of existing SSTs

3. Develop the New SST

Task force with Supplier

4. Inform to Distributor by Service Information

SST Development Process

MP41 2 3

11 M 8 M 1 M

Business Flow for SST

MC

Kowa

Japan

Trading Company 4A

AKS USA

EC Suppliers Europe

SPX Australia

Minimize New SST by improving service- ability of Vehicles

Propose

Creation of global SST supply network for all the Ford family

Objective

Diagnostic Equipment

Worldwide Diagnostic System (WDS)

One Tool ~ One Process ~ One Market

FDS 2000

Reduced Paper Diagnostics Required for Link Based Diagnostic Systems!

F D S 2 0 0 0

F D S 2 0 0 0

SBDS

Jaguar PDU

WDSWDS

NGS

P PDU.U

F D S 2 0 0 0

Jaguar PDU

PC / ED

WDS Strategic Objective

Worldwide Diagnostic Development EnvironmentWorldwide Diagnostic Development Environment

One ProcessOne Process

Jaguar Coventry

Mazda

Ford Dearborn

Ford Dunton

• Consistent Diagnostic Architecture / Philosophy• Modular, Reusable Software Library• Worldwide Connectivity to Central Data Base • Central Planning Information• Shared Technical Information

Common Development Environment

20001999 2001

WDS introduction

NGS phase-out

By August, 2000

By February, 1999

＊ H/W

＊ S/W

＊ H/W

＊ S/W

August, 2000 to Worldwide Market

Introduction Schedule

After-sales service

Introduction quantity

- Basically, same as Ford’s business structure- Understudy with Ford in detail

Japan USA Europe 4A1,500 1,000 2,000 500

Technical Hotline

Japan Japan

OverseasOverseas

USAUSA

CustomerCustomer

Service

Outlet Service Staff

Dealer Service Administration

ComplainBring the car into a garage.

InquireReply

InquireReplyInquireReply

MazdaMC Region

Hotline Team Regional Office

Inquire

Reply

9 engineers + manager

Departments concerned

Information Collection

Database (S/I, etc.)

Support

TSC/TSS

8 regions　 91 engineers

4 locations / 21 locations16 members / 33 members

Technical Service Center: 4 locations ●

Technical Service Station: 21 locations ▲

%

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% %

%

!

!%

%

%

! #

%

%

%

#

%

%%

%!

!#

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SapporoSendai

Tokyo

Kunitachi

NagoyaOsaka

Hiroshima

Fukuoka

Outline of Technical HotlineOutline of Technical HotlineHotline

Number of Staff members 9 engineers + manager

Telephone Hours 9:00 AM – 6:00 PM

Number of Hotline Calls Received 1,500 per Month

Percentage of Immediate AnswersProvided (Provide an answer in an hour)

96 %

Percentage of Correct Answers Provided(Provide most appropriate answer)

94 %

Users

Number of Dealers Registered in Hotline Database 406 dealers

Number of Dealer Members Registered in HotlineDatabase

676 people

Technical Hotline (Overseas)Customer

Service

Dealer

Distributor

Complain

Bring the car into a garage.

InquireReply

InquireReplyInquireReplyMazda

MC Representative Office

Inquire

Reply

50 Overseas Fields Service Dept. members

Departments concerned

Information Collection

Database (S/I, etc.)

27 engineers in 11 offices

<<

<<

<<

<

<

<

<<

$

Mazda Overseas Service Representatives: ◎◎

27 engineers in 11 locations27 engineers in 11 locations

Leverkusen (4)

Frankfurt (5)

Dubai (2)

Rayong (1)

Melbourne (1)

Irvine (6) Toronto (1)

Detroit (2)

Beijing (1)

Jacksonville (3)

MNAO Miami (1)Mazda: Hiroshima

MNAO

MNAO National Hotline

Inquiry

Reply

Departments concerned

TSD (Technical Service Dept.: 10 members)

FQS (Field Quality Support: 6 members)

Region QA Staff (2 members x 5 regional offices)

Information Collection

DatabaseDatabase

Hotline Database (All hotline call logs)

R/I Database (Repair Information)

Approx. 2,800 records

$

$$

$$

<$Irvine West Region QA Staff

Irvine MNAO Head Office

Grand Rapids MDGL QAS Staff Detroit FQS Dept. Factory Rep.

New Jersey N/E Region QA Staff

Jacksonville S/E Region QA Staff

Houston Gulf Region QA Staff

MNAO (Mazda North American Operations)

Number of Staff Members 11 engineers + manager

Number of Hotline Calls Received 1,500 per month

Number of Regional Offices 5 locations

Percentage of Immediate AnswersProvided (Pick up the receiver andprovide a spot answer)

Target for 1999: 85 %

User

Number of Dealers 800 dealers

Number of Dealer Membersregistered in Hotline Database

All dealer engineers (Approx.2,500 engineers)

Enhance Plan ☆ Reinforcement of Technical Hotline

Establish an on-line system to provide information.

Schedule

Apr. 1999throughSept. 1999

Oct. 1999throughMar. 2000

Apr. 2000throughSep. 2000

Oct. 2000throughMar. 2001

1. Make database.

2. Study anddevelopinformationproviding systems.

3. Modify the workprocess forprovidinginformation.

Introduced in MC.

Introduced inoverseas market.

Introduced inJapan domesticmarket.

Overseas

Japan Domestic

Overseas

Japan Domestic

Technical Training

Training CoursesTraining Courses

Japan OverseasNew model Before Pub. Before MP

to Dealers to Training C./Dist.

Intensive - Link with Qualifi- - Conduct by each

cation system Dist.

- Onsite Training - Training C. conduct

- Correspond. Training special courses

Training Activity Flow

MC Japan

MNAO

MME

Miami

MOM

MOB

USA & Canada

Europe

Caribbean

Middle East

China

Other Dist.

Training Center Location

HEADQUARTERS(2)

MNAO

MIAMI

MCI

MOA

MOB

MOM

MME

Tokyo

Mazda Ford Volvo Jaguar

No. of Training Facility 3 1 1 0

No. of Instructor 20 3 3 1

No. of Training Course ('98) 178 100

No. of Training Attendants ('98) 2,881 609 800

Qualification System Engineer Engineer Engineer

Adviser Adviser

No. of Dealer 117 91 90

No. of Service Staff 9,298 1,027 1,055

Training Center in Japan

NA

Technical Qualification System

Japan - 4 Level Qualification (8,358 - ‘99.7)

A: 1,322 B: 2,402 C: 3,462 D: 672

- Ford Japan: Same as Mazda’s system

Overseas MNAO, MCI, Hong Kong, Singapore, Thailand, Chile

Issue: Expand Qualification System to major market to

provide the same high quality service

Mazda’s ProposeMazda’s Propose

1. Promote CS - Fix it right the first time

To enhance technical skill and to support technical assistance to dealers timely manner

2. Support dealer profitability

Bring up technician skill to required level and high quality quickly

Objective

Establish Establish Global Global

Technical Support StandardTechnical Support Standard Fix it right the first time - CSI

Dealer technical performance - Qualification system & allocation standard

Profitability per technician - Sales amount/month

Training requirement - N% of working days 100% of dealers participate new model training

Hotline assistance - Answer & correct rates

Form SubcommitteeForm Subcommittee

Assign chairman and sub-chairman on each subject to promote synergy

1. Technical Service Information & Manual

2. Tool/Equipment

3. Technical Hotline

4. Technical Training

Curriculum/Facility

Determine Main Responsibility

1. Ford global technical support is main responsibility for whole world to promote global synergy activity

2. Each brand is responsible own brand

3. Make responsibility party for each major market to coordinate among the brands

H.Tamekiyo/ K.Sakajiri