Ensuring customer satisfaction from numerous angles requires the dealers that sell Mazda cars to work in unison to operate the shops that our customers visit. To ensure uniformity, Mazda cooperates with dealers in various ways and cultivates human resources by helping to conduct training programs.
Dealer Representative Conference
Twice a year, Mazda organizes conferences for representatives of dealers that are attended by Mazda executives. Whenever the need arises, we also hold conferences for divisional and departmental heads of sales companies, attended by representatives of managing divisions and departments.
At the FY2007 conference for dealer representatives, we asked for greater efforts to build a business foundation for future growth based on the mid-term Mazda Advancement Plan.
Mazda also maintains an ongoing dialogue on various subjects through working level meetings with the Mazda Dealership Association in Japan, comprising all 55 dealerships affiliated with Mazda or Mazda Anfini, as well as parts dealers, transportation companies, Mazda Chuhan Co., Ltd., and Mazda Car Rental Corp.
Dealer Representative Conference Overview (FY2007)
Date: May 2007, January 2008
Participants: Dealership Representatives, Affiliated Company Representatives, Association Representatives etc.
Theme: Building a business foundation for future growth in the Japanese automobile market with the Mazda Advancement Plan
- Key Components of the Domestic Sales Network (As of March 31, 2008)
| Dealerships | Outlets | |
|---|---|---|
| Mazda-affiliated dealerships | 38 | 799 |
| Mazda Anfini-affiliated dealerships | 17 | 70 |
| Mazda Autozam-affiliated dealerships | 237 | 262 |
| Total | 292 | 1,131 |
Mazda Dealership Association in Japan—Executive Board Meetings
Twice a year, Mazda Motor Corporation hosts executive board meetings of the Mazda Dealership Association in Japan. Information concerning product development, service and parts requests, quality concerns and other topics is exchanged and discussed. A further goal is fostering regular communication between executives of all branches related to the detailed scrutiny of labor administration, distribution, and compliance committees, as well as new car, used car, customer service, systems, CS and insurance issues.
Awards for Dealerships
Mazda gives annual and semi-annual awards to dealerships in recognition of outstanding performance during a given period of time. Awards are based on a comprehensive appraisal of company sales performance, customer satisfaction and other metrics. In FY2007, seven dealerships received awards for management excellence.
Support for Strengthening Compliance at Dealerships
Mazda supports dealers' efforts to strengthen compliance.
As part of these activities, in FY2006 the Domestic Business Division at Mazda's headquarters coordinated sales activities throughout Japan and put together project teams consisting of personnel from the legal, auditing and general affairs departments. This organization provided training manuals, a collection of case studies and an e-learning package for specific operational areas of dealerships-new vehicles, used vehicles, servicing, labor affairs, computer systems and accounting.
In FY2007, Mazda provided compliance training materials and self-diagnosis checklists, enabling each dealership to determine its own state of compliance. We also supported dealers' efforts to improve.
Supporting Customer Relationship Management at Dealerships and Outlet Cleanliness Activities
All dealerships are currently engaged in strengthening their customer relationship management (CRM). To raise customer satisfaction, Mazda supports the streamlining of dealership administration through customer relationship management systems (used by dealership sales staff) and the provision of systems for automatic direct mailing.
Cleanliness activities at each outlet were initiated in FY2005 to ensure the best demonstration of products, the effective communication of information and the creation of more inviting sales environments.
Mazda conducted surveys at 793 outlets in FY2007, thoroughly checking such factors as the level of hospitality shown toward children and seniors and non-smoking environments. We indicated areas for improvement and provided advice on how to implement upgrades.
