Cooperating with 298 Dealerships throughout Japan

As of March 31, 2007, Mazda operated 298 dealerships in Japan, with a network of 1,148 outlets. Of these companies, 18 are Mazda's consolidated subsidiaries or affiliated companies.

Ensuring customer satisfaction from numerous angles requires the dealerships that sell Mazda cars to work in unison to operate the shops that customers visit. To ensure this uniformity, Mazda cooperates with dealerships in various ways and cultivates human resources by helping conduct training programs.

• Sales Development Training System

• Key Components of the Domestic Sales Network (As of March 31, 2007)

Communication with Dealerships

Twice a year, Mazda organizes conferences for representatives of dealerships that are attended by Mazda executives. Whenever the need arises, we also hold conferences for divisional and departmental heads of Dealerships, attended by representatives of managing divisions and departments.

At a FY2006 conference for representatives of dealerships that focused on reconciling the needs for sustaining momentum and creating a basis for longer-term growth—the goal for the final year of the Mazda Momentum mid-term management plan—we asked for greater efforts to strengthen the brand and increase customer satisfaction, while strengthening compliance measures.

Mazda also maintains an ongoing dialogue on various themes through working meetings at all levels with the Mazda Dealership Association in Japan, comprising all 57 dealerships affiliated with Mazda or Mazda Anfini, as well as parts dealers, transportation companies, Mazda Chuhan Co., Ltd., and Mazda Car Rental Corp.

Meeting of Senior Governing Board of the Mazda Dealership Association in Japan

Meetings are held twice a year by the Senior governing Board of the Mazda Dealership Association in Japan.

Opinions are exchanged and discussions held on requests and quality problems with regard to new product development, services and parts. We plan similar working-group-level dialogs with all divisions and departments on a regular basis, to discuss in further detail issues such as labor administration, logistics, the compliance committee, and issues affecting new and used vehicles, customer service systems, customer satisfaction and insurance.

Support for Strengthening Compliance at Dealerships

In FY2006, Mazda provided tools to support dealerships in their measures to strengthen compliance. The Domestic Business Division at Mazda's headquarters coordinates sales activities throughout Japan and has put together project teams consisting of personnel from the legal, auditing and general affairs departments. This organization has compiled 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.

We also held briefings to strengthen compliance at the eight branches of the Mazda Dealership Association in Japan.

Support for Dealerships in Creating Customer Management Systems

All dealerships are currently engaged in strengthening their customer relationship management (CRM) at dealerships. 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 have been undertaken at each outlet since FY2005. These activities are meant to ensure the best demonstration of products, effective information displays and the creation of an inviting sales environment. In FY2006, Mazda advised participating outlets on areas needing improvement and suggested remedial measures, after carrying out a 20-point dealership survey covering topics such as welcoming children and senior citizens, and enforcing no-smoking rules.

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 FY2006, five dealerships received awards for management excellence.