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Customer Relations Center Activities |
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| Enhancing our customer relations system |
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| Customer Relations Center |
The Customer Relations Center has a straightforward slogan—For the customer. Its mission: to handle enquiries from Honda customers politely, clearly and quickly, delivering the same high quality in our communications as in our products.
In FY2007 staffing was increased at our 24/7 call center to better respond to an increasing number of calls on weekends and holidays.* As a result, a total of 203,003 enquiries were handled in FY2007—106.8% of the previous year’s total.
Valuable information is received by our Customer Relations Center in the form of customer questions, suggestions, requests and complaints. It is communicated to our associates in research, production, service and sales, then applied to the ongoing enhancement of our operations. A system is in place to allow all directors and associates access to this information—stripped, of course, of customers’ personal information to protect their privacy—enabling ideas for improvement to be gathered from inside and outside the division to which the customer communication was originally directed. |
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In Japan, calls are received by operators from 9am to 5pm, and by a computerized answering system outside these hours. |
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| Looking after our customers |
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| Surveying customers to enhance service quality |
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In an effort to promote quality service, in June 2006 Honda surveyed 400 visitors to the Customer Relations Center enquiries section of our website to assess customer satisfaction with the service they received. The results showed 86% approval. Based on such information, we continually strive to improve our handling of client enquiries and optimize the quality of our services.
Honda’s Customer Relations Center has also initiated its own service quality survey to assess the skills of the associates handling customer enquiries. |
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| The Voice of the Customer initiative |
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| VOC in action in Thailand |
Our affiliates in Thailand and the Philippines have adopted the model of Honda customer service established in Japan, North America and Europe. They are engaged in an initiative called VOC—Voice of the Customer*—in which information gathered in handling customer enquiries is analyzed and suggestions for improvement are conveyed to appropriate divisions. In FY2008 likeminded programs are scheduled to begin in the rapidly expanding markets of China and Malaysia, with dedicated departments handling the assignment. Plans are proceeding on a similar initiative in India. |
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An initiative designed to enhance customer satisfaction in which the entire organization is involved on an ongoing and systematic basis. |
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| Helping the world get things done |
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Along with motorcycles and automobiles, the power products business has long been a fundamental part of our operations. Founder Soichiro Honda watched farmers working in the 1950s and thought, “Their work would be so much easier if they had motorized equipment. I could make so many people happy with my technology!” That was the dream—and the guiding principle—that got things started.
But the agricultural equipment market in Japan in those days was dominated by several established manufacturers. Nobody thought a new startup could succeed. Determined to build something from nothing, though, in 1952 Soichiro declared his resolve to make agricultural generators, setting out to leverage his company’s strength in compact gasoline engines. In October 1953 Honda unveiled its first original power product: the Type H engine. From that starting point, Honda continued to take advantage of its fundamental strength in engine technology, going on to develop many more innovative products. Today, along with power product engines, Honda also produces tillers, portable generators, marine outboards, pumps, lawnmowers, snow blowers and electric carts, as well as 4-wheel scooters, household cogeneration units, solar power panels and a diverse range of other power products.
In May 2006 Honda Power Products Division reached a production milestone of 70 million units. Today, Honda power products are sold in over 150 countries and used by over six million customers. In everything from farming to fishing, Honda power products help people get their work done and enjoy their lives to the fullest. Appreciated the world over, they take many different shapes and have many different functions, but they all embody the same spirit. the spirit of our founder, whose greatest desire was to help people realize their dreams. This same desire defines Honda Power Products’ mission for the future. We want to put smiles on people’s faces and help them get things done all over the world. |
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A Honda snow blower lightens the load for this snowbound country dweller
Applying innovation and advanced technology, Honda has developed a full lineup of snow blowers, from compact to full-sized, that anyone can operate with ease and confidence. Photo: the HSM1560i, a mid-sized hybrid model. |
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Our portable generators: for leisure, utility and emergency use
Honda’s first generator, released in 1965, was one of the world’s first portable generators. Meeting the need for a light, compact, fuel-efficient, low-noise generator, Honda became the standard for a highquality, stable electricity supply with superior environmental performance. Photo: EU3000is A-type low-noise generator. |
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Supporting marine lifestyles: Honda outboards
“Moving across the surface without dirtying the water underneath.” That was the goal Honda’s founder declared when the company released its first marine outboard in 1964. Honda helps support marine lifestyles by developing and producing high performance outboards based on environmentally responsible, low-noise, fuel-efficient 4-stroke engines. Photo: the BF75, a midsized outboard. |
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