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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 ▲
%
%
%
!
% %
%
!
!%
%
%
! #
%
%
%
#
%
%%
%!
!#
%%
%
!
!
#$
%
%
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
