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Intro ......
undai Hyundai Hyundai History Total Quality Management Hyundai’s Quality System 6 ? sigma Recognition of Quality Conclusion CONTENTS 1967 Hyundai Motor Company is incorporated 1998 Acquisition of Kia Motors 2000 Incorporated first Korean automotive group 2003 Exports exceed 1 million units; 10 billion dollars First in Korean Industry Customer Satisfaction for 10 years running 2004 New record for Korean exports of 10 million units exported 2005 Enters 100 Best Global Brands 2006 Sixth worldwide in total production 2008 Top place for eighth consecutive year in national customer satisfaction survey (NCSI) 2009 Selected by JD Power new-car quality survey as first in general brand category 2010 One of the fastest growing brands in the motor industry Ranked No1. operating customer service center →Voice Of Customer → Receive a review of customer complaint ......
Index & Contents
Hyundai
Hyundai
Hyundai History
Total Quality Management
Hyundai’s Quality System
6 ? sigma
Recognition of Quality
Conclusion
CONTENTS
1967 Hyundai Motor Company is incorporated
1998 Acquisition of Kia Motors
2000 Incorporated first Korean automotive group
2003 Exports exceed 1 million units; 10 billion dollars
First in Korean Industry Customer Satisfaction for 10 years running
2004 New record for Korean exports of 10 million units exported
2005 Enters 100 Best Global Brands
2006 Sixth worldwide in total production
2008 Top place for eighth consecutive year in national customer satisfaction survey (NCSI)
2009 Selected by JD Power new-car quality survey as first in general brand category
2010 One of the fastest growing brands in the motor industry
Ranked No1. by AutoBuild Quality satisfaction investigation
2011 Ranked no. 61 in 100 Best Global Brands C
HYUNDAI HISTORY
Hyundai Motor Company
Lifetime partner in automobiles and beyond
Established a global management system through expanded overseas production
Achieving high results even during global economic crisis
Six years of continuous inclusion in ‘Best 100 Global Brands’
Hyundai’s Tau engine awarded “Top 10 engine” again and again
Become top in quality and customer satisfaction in Germany and America
Korean factories, the world’s largest, best environment, and global production network
Total Quality Management
Customer Satisfaction
Employee Involvement
Total Quality Management
Quality
A term used by customers to describe their general satisfaction with a product.
A product that has low defect rate.
Total quality management
A philosophy that stresses three principles, Customer satisfaction, Employee Involvement, Continuous improvement in performance
Employee involvement
Continuous improvement
Customer satisfaction
Process design
Purchasing
Service/product design
Problem-solving tools
Benchmarking
They to make it their goal to keep
promises to their customer
The best quality, and service means being the most competitive
Services managed with detailed interest, and concern. Perfection
Total Quality Management
Hyundai`s Beliefs on Quality
Customer satisfaction
Hyundai has a long-term vision of “innovation for customer”
Philosophy that prioritizes customer satisfaction
Goal of high-value that improves brand and emotional connection
TQM ? Customer satisfaction
Improve Customer satisfaction
1. operating customer service center
→Voice Of Customer
→ Receive a review of customer
complaint on the internet or telephone
→ customer receives expert’s advice
→ Analyze VOC
→ improve the business process
2. Development of “HCSI “conducts Customer Satisfaction Survey Annually
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