Kia 2001 Annual Report Download - page 9
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Please find page 9 of the 2001 Kia annual report below. You can navigate through the pages in the report by either clicking on the pages listed below, or by using the keyword search tool below to find specific information within the annual report.2001 KIA MOTORS ANNUAL REPORT
14 15
2001
Customer-oriented After-sales Service 1 Customer-oriented After-sales Service 2
Special Diagnostic Service for Water-damaged Vehicles
Emergency Service Team
Kia is committed to providing customer services that are quick, precise, courteous and dependable.
Kia has established an efficient after-sales system and strives to offer innovative service and constantly
improving maintenance capabilities.
In 2001, Kia's directly-owned dealerships were converted into high-tech service centers. The number
of close-contact car centers was also increased to 526 in order to develop more maintenance partners.
The ratings system for maintenance partners was enhanced to guarantee quality. These moves will
enable customers obtain quality service whenever and wherever it is needed. An integrated support
system allows maintenance partners to benefit from real-time cooperation in management, technical
information and parts.
Kia operates a one-stop service system. A maintenance specialist handles all processes, from ordering
to shipping, and all customer requests are addressed in one visit. Kia also provides a service for estab-
lished customers to receive direct maintenance visits. A maintenance network evaluation system pro-
motes a pleasant customer environment within Kia. Improved training in customer satisfaction and
service-oriented thinking is developing a customer-oriented attitude among maintenance personnel.
To ensure optimal levels of technology and quality, Kia is improving training for maintenance techni-
cians and transmitting technology to maintenance facilities via satellite broadcasts and the Internet.
Kia has also expanded the use of next-generation diagnostic systems such as Hi-DS, Hi-Scan PRO and
other state-of-the-art equipment. These efforts have given Kia the industry's highest ratings in the
maintenance area in a number of customer satisfaction surveys.
In 2002, Kia is improving service still further by introducing the Kia Q-Service brand. The goal is to
achieve predominance in the domestic automobile service market. Kia is also building an integrated
service management system to establish a one-stop service. These measures and various new service
offerings are making more and more customers aware that Kia service is the best.
At Kia, customer-oriented service is a priority.
Through an innovative, efficient after-sales system,
we are working to maximize customer satisfaction.
KIA MOTORS
After-sales Service