Mitsubishi 2003 Annual Report Download - page 15

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13 MITSUBISHI MOTORS CORPORATION
13 MITSUBISHI MOTORS CORPORATION
minimum threshold value, they
also had to be able to help raise
the overall quality of sales ser-
vice and demonstrate an ability
to build customer trust over the
long term. Our plan is that these
dealerships will provide
complementary support to the
official sales network.
WHAT MEASURES ARE YOU PLANNING TO IMPLEMENT TO
IMPROVE THE DOMESTIC SALES NETWORK FURTHER?
In the pipeline, we still have planned investments in the domestic sales network totaling ¥35 billion up to the end of
March 2006. The core aim remains to raise the degree of customer satisfaction provided by our sales network through-
out Japan. We have encapsulated this idea in a completely new customer-oriented philosophy. This states that every-
one who buys an MMC product should enjoy choosing it, should feel satisfied enough with the sales pitch to purchase
with conviction, and should subsequently receive the same degree of high-quality after-sales service anytime, any-
where in Japan.
With the introduction of the COLT in Japan, we have also launched a new system called Customer Free Choice. This
system caters to customer needs more precisely by allowing consumers to order a car to their own, original specifica-
tion. This initiative raises the concept of tailor-made cars to an entirely new level. The program not only provides greater
choice, but also delivers the end product to customers faster. In addition, we have prepared recommended packages
that include all the most popular features. Alongside the introduction of the CFC system, we have made various
improvements to shorten the process between order and delivery, which will help to eliminate extended delivery lead
times. Our efforts do not stop with the sale of the car. In October, our Customer Call Center will start to operate seven
days a week to provide the highest possible level of customer support even on weekends.
MMC is creating a positive image and sense of sophistication at showrooms with a uniform and chic corporate appearance.