Mitsubishi 2007 Annual Report Download - page 23

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Furthermore, we will also deepen work on our pro-
gram to strengthen sales capabilities at sales com-
panies, and enhance customer satisfaction.
This program provides a training regimen for en-
hancing the sales capabilities of dealerships, consist-
ing of six main categories: new cars, pre-owned cars,
services, insurance, management, and customer da-
tabases. MMC will build a value chain focused on
customer relationship management by enhancing the
quality and volume of sales activities through these
and other meticulous training programs.
MMC ranked second among Japanese automakers
and fourth overall in the 2006 Japan Sales Satis-
faction Index (SSI)*1 Study conducted by J.D. Power
Asia Pacific, Inc., its highest ranking ever. Further-
more, MMC advanced to tie for first place among
Japanese automakers and was equal second overall
in the 2006 Japan Customer Service Index (CSI)*2
Study. In fiscal year 2007, we will continue to aim
for the highest level of customer satisfaction in the
auto industry.
*1Study measures satisfaction with the dealership at the time of
a new vehicle purchase among customers who are one to six
months into the ownership period.
*2Study measures customers’ evaluations of their dealer service
experience during the first 13 to 18 months of a new vehicle
ownership.
•Accelerating Efforts to Rebuild the Sales
Network
For MMC, fiscal year 2007 is the year for laying the
foundation for restoring profitability in its operations
in Japan as quickly as possible. Our priority is to
rebuild our sales network so that we can be profit-
able even with sales of only 250,000 units. By July
2007, MMC had combined its 29 consolidated sales
companies*1 into 5 companies covering broader areas.
By grouping sales companies into five areas through-
out Japan: (1) Hokkaido, (2) Tohoku and Northern
Kanto, (3) Tokyo and Koshinetsu, (4) Chubu, and
(5) Kinki, Chugoku, Shikoku and Kyushu; we will
streamline management, expedite decision-making
and reinforce sales capabilities.
Similarly, in July 2007, MMC organized its nine
auto-parts sales companies*1 into three companies
covering broader areas.
In conjunction with rebuilding its sales network
in fiscal year 2007, MMC plans to conduct its larg-
est dealership renovation program ever: 91
dealerships nationwide. Efforts will also be focused
on actively relocating dealerships. In this regard, we
are currently taking a closer look at developing core
dealerships on larger sites in order to attract cus-
tomers spread out over larger areas.
*1 As of March 31, 2007
•Reinforcing the After-sales Service
Business
To generate steady profits at sales companies, MMC
will not only increase sales of new cars but also re-
inforce the after-sales service business, which in-
cludes maintenance, vehicle inspections and
check-ups. Specifically, MMC will continue to offer
the Hearty Plus Program, a package of maintenance
and inspection services, to customers purchasing
new vehicles. MMC will also continue the Mitsubishi
Maintenance Fair to encourage customers to bring
their Mitsubishi vehicles to Mitsubishi dealerships
for various services. This campaign is held on a na-
tionwide scale before Japan’s extended holidays in
the summer and winter, and also monthly by some
sales companies on a voluntary basis.
As we encourage customers to bring their vehicles
to dealerships, we will actively promote sales of au-
tomotive parts and supplies such as tires, batteries
and engine oil; and enhance the quality of services
by offering quick vehicle inspections. In these and
other ways, we aim to increase earnings in Japan.
Regional Topics—Japan
Delica D:5 ROADEST Galant Fortis
Models sold in Japan