MMPC awards Diamond Motor Corp Marcos Highway as Best Dealer Outlet for 2009

Diamond Marcos Highway, Inc. was recognized by Mitsubishi Motors Philippines Corporation (MMPC) as its top dealer for meeting the sales and services standards set by the country's second biggest car brand.

Diamond Marcos Highway bested 41 other dealerships in the race to Mitsubishi Philippines' Dealer Outlet of the Year award for 2009 in retail efficiency, dealer facilities, and customer service, parts and service attainment.

"This award is a proof of hard work and ceaseless effort in providing excellent products and services with the highest note on customer satisfaction," Mitsubishi Philippines president and CEO Masahiko Ueki in a statement issued as the award was handed out. 

Mitsubishi Philippines maintained its position as the country's second largest car manufacturer in 2009 as it sold 23,247 units representing a 17.6 percent market share.

The company was also given the highest score in J. D. Power Asia Pacific's 2009 Sales Satisfaction Index and Customer Service Index Study.

"(Thus,) 2009 has been a remarkable year for all of us. These recognitions and achievements are not possible without the joint effort of Mitsubishi Philippines and its dealerships nationwide," Ueki said.

Celebrating 500,000th Unit Production Milestone

by Mitsubishi Motors Philippines

Mitsubishi Motors Philippines Corporation (MMPC) considered as one fo the top automotive assemblers and distributors in this market, is please to announce that it has achieved its 500,000th unit cumulative production milestone. Mitsubishi Motors Philippines which started assembly operations in 1964 as Chrysler Philippines Corporation produced models such as the Dodge Colt, MInica F4, Lancer, Cimarron and Mitsubishi trucks.

Today, four and a half decades later, Mitsubishi Motors Philippines enjoys an extensive product line up which spans from passenger cars, light commercial vehicles and trucks and buses. MMPC's model line up continues to grow strong with its latest models such as the Pajero, Montero Sport, Outlander, Lancer, Galant, Grandis, Strada, Adventure, L300, Fuzion, Canter and Fuso Trucks and bus.

As MMPC locally manufactres the Adventure, L300 cab and chassis, L300 Versa Van, Fuso light and medium duty trucks and bus chassis, it has now started the assembly of the new Lancer EX model which MMPC introduced last year as a completely built-up unit imported from Japan.

Having also survived the economic crisis in the 80's, MMPC maintained its assembly operations and more importantly its commitment to its customers on after sales support. In fact, this year, MMPC has topped both JD Power Asia Pacific Sales Satisfaction Index (SSI) and the Customer Satisfaction Index (CSI) surveys reaffirming its dedication to total customer satisfaction. MMPC has also expanded into 41 outlets nationwide, which is the most extensive network in the automotive industry, making sales and after-sales support accessible to everyone.

MMPC has been aggressively pioneering advancements in the different manufacturing processes making its products superior and world closs in quality level. MMPC was the first to bring to the PHilippines the state-of-the-art Japanese automotive painting technology. The Cathodic Electro Deposition Process primer painting system replicates the painting process used by automotive manufacturers in Japan today. Recent improvements undertaken were the investment in an air-conditioned work-in-process paint tunnel to further prevent dust and contaminants from entering the paint area. Another major advancement was the setting up of an Automated Spray Machine which applies the paint primer and top coast consistently. With the addition of the new Lancer EX to its locally assembled vehicles, MMPC invested around P200million for upgrading its assembly line to include new jigs and fixtures, new welding lines featuring spot welding robots and all new trim and final conveyor lines containing the new ECU coding system.

Because of this, we were fortunate enough to have Mr. Osamu Masuko, the President of Mitsubishi Motors Corporation (MMC) in Japan, visit the Diamond Motor Corp and the Diamond Auto Group head office in Marcos Highway. It was indeed an honor to have him in our branch and as he would put it, "Mitsubishi Motors Philippines has been resilient and has persisted uninterrupted manufacturing and marketing activites through periods of difficulty including the economic crisis of the early 80's. Through periods of recovery and growth, MMPC expanded and has been aggressively pioneering advancements in the different manufacturing processs. He also added that, "in its long history, MMPC has been a partner with the government in the development of the Philippin automotive industry and a positive force in supplying the vehicle demand of the economy. In doing so, MMPC achieved a stron brand presence for Mitsubishi vehicles in the Philippines, making MMPC the first manufacturer in this country to achieve this 500,000th unit production milestone".

SOURCE: MMPC site

Mitsubishi ranked highest in the recent Customer Satisfaction Index according to J.D. Power Asia Pacific

Mitsubishi (in tie with Honda) ranked highest in the recent Customer Satisfaction with authorized dealer After-Sales Service, according to the J.D. Power Asia Pacific 2009 Philippines Customer Service Index (CSI) released last month.

The study, now in its ninth year and redisigned for 2009, measures customer satisfaction with authorized dealer After-Sales Service in the Philippines by examining five key factors:(1) Service Quality, (2) Vehicle Pick-Up, (3) Service Initiation, (4) Service Advisor, and (5) Service Facility. Customer Service performance is reported as an index score based on a 1,000 point scale.

Among the 11 manufacturers included in the study, Honda and Mitsubishi ranked highest in a tie, each receiving a score of 814. Mitsubishi performed particularly well in the Service Quality, which has the greatest impact on overall customer service satisfaction.

The study finds that consistent implementation of standard operating procedures have a adirect impact on the overall satisfaction. The study identifies 22 dealer practices that enhances the service experience for customers. These procedures can range from the comfort level of the service facility, convenience of operating hours and after-sales service, to the sales advisor's overall competency in dealing with customers.

The study also reveals that customer satisfaction levels are high when dealers perform at least 19 of the 22 service standard procedures. Satisfaction scores fall below average for manufacturers whose dealerships failed to meet 19 standards.

"The low percentage of customers receiving at least 21 standards is clear evidence that dealers have much room for improvement," said Taku Kimoto, General Manager for the Philippines at J.D. Power Asia Pacific, Singapore. "Maintaining a high rate of implementation for these standards is the key to delighting customers." In addition to that, Kimoto also said, "The customer service experience is not limited to customer visits for routine maintenance but rather proactively staying in touch with customers is a great opportunity for dealers to make a lasting impression and to sustain customer loyalty."

SOURCE: J.D. Power Asia Pacific