Developing diagnostic support tools
At Honda's service repair sites, we strive at all times to keep customers from waiting. However, customer wait times have been a site issue due to the need for test drives to fully diagnose certain phenomena as well as external factors such as traffic congestion. In response, we have developed support tools that make it possible to easily reproduce the state of the vehicle as it is being driven.
Honda's unique way of making idea helps (one that turns conventional wisdom on its head), creating the mount canceller, a unique support tool with no precedent at other companies. Automobiles use a part known as an engine mount to control engine vibrations and keep them from being transmitted to the interior of the vehicle. By "cancelling" this functionality and instead allowing engine vibrations to be transmitted to the car's interior, it is possible to easily reproduce chassis vibrations that mimic those experienced while the vehicle is being driven—all without actually driving the vehicle.
This tool can be used to dramatically reduce the amount of diagnostic work that requires a test drive (diagnosing various sounds that can be heard while driving). When introduced in India, where traffic congestion is a serious issue, the tool cut work times in half. In fact, the benefit went beyond reduced work times and extended to improved diagnostic precision. Going forward, we plan to reduce customer wait times around the world by bringing the tool to other countries, harnessing Honda's service and repair work to lay the groundwork for improved customer satisfaction.
Initiatives to train experts at local subsidiaries
We offered training to associates responsible for quality in various countries in order to improve our dealer and support organization and facilitate the sale of the Insight in Asia and Oceania. Associates playing this role need extensive knowledge and advanced skills so that they can offer vehicle repair support to dealers over the phone and visit dealers in person to offer repair support.
In developing this training program, we focused on the results of a survey of past support results in Japan and the U.S. that was conducted prior to the launch of the Insight. In terms of its content, the training program was primarily concerned with promoting an understanding of hybrid system structure and functionality as well as diagnostic procedures. Trainees have had high praise for the program, and they report that they have already been able to put the skills they learned to work at dealer support sites. Thanks to the training program, we have been able to put in place a dealer support system to boost sales of hybrid models. Honda will continue to work to harmonize advanced vehicle technologies and service technical skills and to improve the technical skill level of personnel at local subsidiaries in countries worldwide and quality personnel so that customers around the world can use its products with confidence and peace of mind.
Trainees with their completion certificates and training staff. Local subsidiaries participating in training: Honda New Zealand, Honda Australia, KAH Motors (Singapore)
