Data input : C1 - CRM - Customer Complaint Legend Recommendations

Calculated KPI Data

Financial year 2012/2013 2013/2014
(Do not change)
Your data (White
Please fill in your data in blank white cells
Cells)
Month No. of complaint Target No. of complaint Target
 Results are on or over the established target (ke
improvement)

Results are under the established target, but wit

April 0 0 tolerance interval. They need to be analyzed and
monitored

Results are under the established target and req

May 0 0
urgent actions

Jun 0 0
Jul 0 0
Aug 0 0
Sep 0 0 2013/2014
Oct 0 0
Nov 0 0 Action Plan
Dec 0 0 1-…………………………………………………………………………………
Jan 0 0 2-…………………………………………………………………………………
Feb 0 0 3-…………………………………………………………………………………
Mar 0 0 4-…………………………………………………………………………………

YTD 0 0 5-…………………………………………………………………………………

Average 0 0

Performance

KPI Analysis
Customer Complaint Monthly No. of complaint 2013/2014
2012/2013 Vs 2013/2014 1
1.00 0.9 12
 Customer Complaint Monthly No. of complaint 2013/2014
2012/2013 Vs 2013/2014 1
1.00 0.9 12
0.8
10
0.7
0.6 8
0.5
6
0.4
0.3 4
0.2
2
0.1
0.00 0 0
2012/2013 2013/2014 April May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar April May Jun Jul

Actual Target No. of complaint Target

s
KPI Definition

BSC
KPI Process Frequency Definition Ob
Perspective
Customer Inline with
Customer TBD Monthly Reflect customer relationship
Complaint cusome

KPI Profile
Direction Unit
Minimize Number
endations

nk white cells

ablished target (keep

hed target, but within a

to be analyzed and

hed target and require

Trend

………………………….………
………………………….………
………………………………….
………………………………….
………………………………….

Customer Complaint
2012/2013 Vs 2013/2014
 Customer Complaint
2012/2013 Vs 2013/2014

May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar

2012/2013 2013/2014

Objective Numerator Denominator

Inline with UMG mission Number of Targeted

cusomer realiability complaint complaint
 Customer Complaint Record (CE)

Complain Status Time Period

M/C Serial Hour Job Site Related Complaint Sales Person (or)
Sr Customer Name Company Name Register No. M/C Model Complain Data
No. Meter Location Dept; Subject Call Person Complaint Start Date & Reply Reply Response
Description Finished Date
Time Time (hours) (day)

They follow up to YGN Branch, at that

U Myat Thein Shwe Than Lwin SD22E 113088 1.5 Pharann YGN Engine can't start when Machine Delivery Time. Ko Khine Win Kyi said that Khine Win Kyi 16-Nov-11 time final information is Battery Problem. 17-Nov-11
Service this is Starter Motor Problem.
M/C already deliver at that day.

But can’t unloading when arrived Job Site (Phaann)

Our Mechanics & Operator not patient when M/C delivery time
1
YGN Mechanic go to Job Site, Problem is
Starter Motor so they change New One.
Khine Win Kyi 18-Nov-11 Aldy finished. Tech; Support, Sales 20-Nov-11
Man & CRM dept., go to Customer for
apologise.
They can't support for Customer needs & wants

YGN/Tech;
ACE Construction Hitachi Breaker Piping Kit wrong. Actually customer purchase for ZX250,
Ltd. ZX270 32611 NPT Support/W our side sent for ZX270.
arehouse
Relief Valve & Correct Breaker Piping Line
aldy sent to NPT but not yet finished
2 Zar Zar Htwe 21-Nov-11 28-Nov-11
installation. Finished the installation at
28-Nov-11.

but our Unit & Warehouse sent for ZX270 to Nay Pyi Taw Branch.

MDY 1329-1 Error Appear, Customer would like to do YGN Mechanic because
Ko Wunna Htun Shwe Wah Linn Hit; Excavator 211044 MDY Witt Yee Aung
Service they not satisfy to Mdy Mechanic. Previous aldy have the 2-case.

Mdy Branch aldy check, must be change

Injector & Supply Pump but customer not
Ko Wunna Htun believe. So Ko Aunt try to get the believe
3 ZX210 & 250 22748 One is SD100DC & another is ZX240. 1-Dec-11 3-Dec-11
(customer) from Customer. Today (06-Dec-2011) they
will sent the Quotation to Boss (Ygn).
Spare Parts are ex stock.
 Engine Overhual Time is long time, Engine arrive to Reman at 23-Nov- 16-Dec-11 parts will arrive to H/O, after
Ma Su Hlaing 09 Reman, 2011. But not yet finished until Dec 12. We can sent to Mandalay at 25- that we will do the overhaul and sent to
4 Shwe Min Gyi EC210 #24587 over 8000 MDY Mdy & Nilar Soe 13-Dec-11 Mdy ASAP. Already arrived to Mandalay 20-Dec-11
2000937 Tech; Supp; Dec-2011. If we can’t supply at 25-Dec-2011, we must be pay the new at 20-Dec-2011. They will install at 22-
Engine by FOC according by Contract.
Dec-2011.

Finance & Logistic try to solved this

1st aggrement is 26-Oct-2011 but until now not yet arrived the Hitachi. Problem discuss with Mr Kiwi. Already
5 U Kyaw Sein 09 Sein Linn Naing Co., Hit 670 (2-units) YGN Logistic/Fin FM Turck are arrived at Port (15-Dec-2011). So, customer don’t want to Myint Maung Kyaw 17-Dec-11 approved from Mr Kiwi. But we need 30-Dec-11
850 2988 Ltd ance pay the Penalty & Tax for re-extend License. follow up to Hitachi Principle (Kyats 75-
Lakhs)

We try to take out the New (Stk) Machine

6 Kaung Mon Co., Ltd. SG21-3 300215 above 2000 MGW Tech; Supp; Response Time is too long fro Parts Purchasing Process. (No Stock) Swe Htun Linn 29-Dec-11 at 02-Jan-12 & sent to MGW Branch. Aldy 2-Jan-12
& MGW installation & running condition at 04-Jan-
12.

We try to take out the New (Stk) Machine

669 (but at 29-Dec-2011. They will install that
Delivery Machine Braekdown, problem is Injector. One of the Injector is need to Injector at 30-Dec-2011. We not yet get
7 Ko Myo Thant Ever Winner EC290BLC Prime 17607 Date is YGN Inventory Yangon Branch 29-Dec-11 30-Dec-11
change but No Stock in our company. Machine is within Warranty. the Approval from Supplier, need to
over
follow up (estimate is end of March-
warranty)
2012). Not yet approved from Supplier.

Customer not satisfy our Service Team. Tech; Support data collect for M/C History
Previous their M/C is work in Mdy Area, at that time Boom, Arm Slow and they will again check this M/C for
Problem. So they call the Mdy Branch, they said that is need to do the Eng; make sure. After that they will decide
Overhaul but Customer not believe because of aldy have the some next process. Ko NNT & Ko THA go to J.S.
8 Ko Wunna Shwe Wah Linn ZX240H 13453 7415 MY MDY/MY/Y Service problem with Mdy Branch. So they sent thsi M/C to YGN branch, YGN Ma Wutt Yee Aung 9-Jan-12 They do the cleaning of Radiator & Oil 16-Jan-12
GN
Mechanic do the M/C Overhaul Inspection and they do the some repair Cooler. After that M/C condition is good,
but they reply to Cusotmer is no need to do the Eng; Overhaul. After that they waiting 2-days not appear the engine
Customer take out their M/C and move to Monywar Area. When SMR 70- overheat. But M/C is need to do the MCV
hours M/C is again problem(Engine Overheat). Resealing. MDY branch will handle.
 We check the Documents. According
Inspection Report M/C condition is all
YGN good & complete. But we don't have pre
No have the Compressor Oil when arrive at Pharkant Job Site. So they delivery inspection report & delivery
9 Ko Arr Du (09 50 KNDP Airman (PDS655S) 22140 PHK Service & Delivery would like to know this Lost is why ? Our weakness (or) Transportion Ko Arr Du 25-Jan-12 report form. Shwe Pyi Soe Care Gate & 27-Jan-12
46555) Tech; Weakness our side also, we never check when
Support
Delivery time. So we decide Company
50%, Car Gate 50% will charge this
Compressor Oil.

According our Inspection Form, all are

YGN Not have the Inner Air Cleaner on the Machine when arrived Job Site. They complete but our Mechanic honestly say
10 U Myint Lwin EC210BLC Prime 75116 YGN Service & Delivery also would like to know why? Currently they take from Spare Parts Present Ma Wutt Yee Aung 27-Jan-12 is sometime they check this air cleaner 30-Jan-12
Tech; but sometime can't. Customer also again
Box so M/C is running condition.
Support will check with trasnporter people. We
will make the Claim
 CRM already contact to MGW branch &
Customer. MGW Branch go to again J/S
and resealing but again oil lekage. And
than Our Mechanic suspect the Seal Ring.
So he take out this Ring & check, he found
that is Old Seal Ring & New Seal Ring is
difference Design & Size.Difference Size is
They not Satisfy our Service. Because of Oil Leakage from Arm Cylinder so
U Han Moe Aung Taw Win Myint Pyay MGW 0.4 mm. Now Tech; Support already
11 (09 855 3500) Myat Thu ZX250 24503 3765 (Magway) Branch Product they call MGW Branch. Our Mechanics do the resealing. After that 2-Days Ma Zar Zar Htwe 31-Jan-12 infromed and sent this Seal to Principle. 2-Feb-12
ago again Oil Leakage. Mr Albret will reply bu t not get
infromation until now. Machine is
Running Condition. M/C is not Breakdown
and we aldy agreed with Customer for
"trade in" (changdown the old & new
one) Ko NNT will contact with Ko TKW
for Arm Cyl; Case

CRM already sharing this Complaint at 03-

Feb-2012 (08:30)AM. We go to Customer
for apologize and discussion about his
Customer not Satisfy our After Sales Service & Our Promise. Also he not feeling at 08-Feb-2012. He tell to me
Communica
12 Ko Htain Win Shwe Yadanar 2012/02/001 EC290B Prime 17963 Shwe Kyin YGN Satisfy Communication & Information. He already pay the advance money Linn Kyaw Htet 2-Feb-12 about is "Communication & Information" 8-Feb-12
tion & Info for Side Mirror of Operator Room. and "Service Survey Form". We assume
Customer Satisfy of our Visit because he
call the Our Servce Team and good
communication with our Sales Man.

NPT & H/O Parts Division inform to

Principle. Principle again sent to our H/O
by Air. Our side open and check this Part.
Customer order the Sun Gear #3053786 to NPT Branch. We order this part At that time we found that is Part No.(on
Department of Spare Parts by Air, after arrvied the part H/O side is not yet check and sent to NPT, real Sun Gear) is right but Part is same
over (H/O) & Communica Yan Gyi Aung (NPT previous wrong Part No. So we informed
13 EE Daw New Ni Soe Hydro Power (Bae 2012/02/002 EX400-5 166P008418 NPT NPT also not yet check and directly sent to Customer. Customer open the 15-Feb-12 17-Feb-12
Linn) warranty NPT Parts tion & Info box inside part is wrong (Part No. is #3053785). So customer would like to Sales Man) to NPT & Customer, we need the actual
Sales Sun Gear Photo from thier Machine. After
get the right parts ASAP. that we again sent to Principle. We will
get the final information from Principle at
27 (or) 28-Feb-2012. Real Parts will come
to H/O coming 1st week of March 2012.
 Naung Lay Pin Branch & Tech; Support
Mechanics go to Job Site and make sure
inspection. Mr Awan, Mr Zul and Cho
Htwe meet with Customer for explained
NLP Branch for Fuel Handling and Additional Filter
14 U Myint Htwe Kaung Myanmar 2012/02/003 EC290BLC Prime 17077 2303 Shwe Kyin & Tech; Parts They would like to get the 6-pcs. of Injectors by F.O.C because of final Ko Aung Myo Min 15-Feb-12 Installation. Mr Arnanda also explained to 19-Feb-12
Aung Availability injector problem is 3rd time of Problem.
Support Customer for Daily Maintenance Flow.
And then we suggest to Customer for
Extra Water Separator Installation. At that
time Customer buy the EWS and NLP
Branch will install to M/C.

Sales Girl and Sapre Parts Dept., Head

YGN (Spare Customer wait nearly 3-hours to get Spare Parts in YGN Show Room. They apologize to Customer. Head Office and
15 Ma Thet Shwe Kyin Thar 2012/02/003-1 EC290BLC Prime Shwe Kyin Parts) Delivery alredy informed to Sales Girl before one day. Ma Wutt Yee Aung 17-Feb-12 Yangon Branch make the meeting for to 23-Feb-12
prevent in future like that problem.

According our Inspection, Bad Fuel & Non

Genuine Filter. But again & again same
Problem so we support the F.O.C to
U Sai Mar Gan &
Daw Ahar Pauk (09 PHK Branch Parts Their M/C is aldy happened 3-times Injectors Problem. Now again issued Ko Kyaw Swar Customer for final Injectors (9)pcs. We
16 52 31409, 082- U Sai Mar Gan 2012/02/004 EC290BLC Prime 17532 4306 Tamakhan & Tech; Availability problem. So they would like to get the some good supporting from our Aung 23-Feb-12 change again, after that again appear 7-Mar-12
Support side. Error. So our Mechanic check again detail,
61398)
he found that is some of the wire are
damage. So he repaired this Wire after
that M/C is good condition.

U Han Moe Aung Taw Win Myint 1. Customer not yet satify our NPT service Team for their Main Pump CRM, Tech; Support & Reman already
17 (09 855 3500) Myat Thu 2012/03/005 ZX 250LCH-3 24503 4200 Pyay Campaign Case. U Han Moe Aung meet with Customer at 15-Mar-2012.

14-Mar-12 15-Mar-12
1.We apologise to Customer for Previous
Reman, 2. Customer would like to get exactly recommended parts list & quotation
H/O & Communica for their Overhauling engine in Reman Yard. Also they would like to urgent Main Pump Case. 2.We
tion & Info promise to Customer for to finished the
Branch finished this Engine.
Engine Overhaul ASAP.
 YGN / Tech; Csutomer not yet satisfy our New Machine (EC210BLC Prime) condtion Ko Aunt & Unit Sales negotiate with
18 U Tin Myint Shwe Pin Lae 2012/03/006 EC210BP Reman Support Delivery because Dirty & Oil Leakage. Ko Aunt Kyaw Soe 12-Mar-12 Customer. After that Customer choice 14-Mar-12
EC290BLC Pime #18428.

K & L (Chan Hein) Ko Zaw Linn / Ko 2012/03/007 EC290BP 18677 22 Pyay Tech; Service
Kyaw Hein (Magway) Support

We negotiate with Ko Zaw Linn (Director)

K & L. But not yet negotiate unit 30-Mar-
YGN Branch 12. So at that day Mr Awan and Thein HTY
together go to U Kyaw Hein (Chan Hein)
Customer want to change the New Machine because #18677 M/C is with Ko Zaw Linn. Their Discussion is have
the some confuse. So we need to again
19 appear some Problem (1) Engine Blow (2) Boom Down and (3) Fan Belt Ma Zar Zar Htwe 26-Mar-12 2-Apr-12
Damage within SMR 22-hours. Discuss with Ko Zaw Linn & U Kyaw Hein.
Today (02-04-12) we negotiate with Ko
Zaw Linn, we will test run 2-days after
that will decide Clear Decision. Finally we
already aggrement with Customer for
some Supporting by F.O.C.

Ko Swe Win apologize to Customer and

Wrong Customer buy the Hand Pump for Volvo Excavator (EC290BLC Prime) but
Great Yaung Group YGN (Spare already agreement at 06-Apr-2012. He
20 Ko Tay Zar 2012/04/008 EC290BLC Prime MDY Parts/Deliv our Sales Girl sold out to Customer for EC290BLC, not for Prime. So Parts is Ko Tay Zar 4-Apr-12 1:58 2:40 6-Apr-12 0:42 1
Co., Ltd Parts) ery wrong at arrived Job Site. will arrange the "Real Parts" to Support
ASAP. Parts arrived at 23-Apr-2012.

Ma N'we
21 (09-5163200, 01- Lucky Star 2012/04/008-1 10900 / 10901 Delivery 3:15 3:38 We negotiat with Customer and sent the 24-Apr-12 0:23 1
528859) Attachment Box to Pharkant Branch.

YGN
Branch,
a little Warehouse M/C aldy arrive to PHK, at that time not yet complete M/C attachment box Ko Kyaw Swar
EC 700 BLC (nearly 9- PHK , Tech; . Aung 23-Apr-12
hours)
Support &
Unit Sales
Ko Kyaw Swar will negotiate with MST
Customer and we will arragne for
22 Ko Htun Kyaw Myanmar Sithu 2012/04/009 10895 / 898 / Delivery 3:15 3:38 transportation. Already sent this Spare 8-May-12 0:23 2
(09-5070206) 903 / 899 Parts Box to Customer by ourselves at 08-
May-2012.
 We share this information to Pharkant
Branch, Tech; Support & Spare Parts
Dr. Thein Htay PHK(Khan Service & Service & Dr. Thein Htay Dept., and we explained to Customer
23 Aung Khant Swan 2012/06/013 ZX250LCH-3F 24557 Over 10000 Customer not Satisfied our Service & Parts Shortage. 12-Jun-12 1:30 1:45 19-Jun-12 0:15 2
Aung Dee) Parts Parts Aung about our Future Plan. Injector arrived at
18-Jun-12 by air.MDY sales man aldy give
the Injector to Customer at 19-Jun-12.

This Injector is 2nd time , we already change the 6-pcs. of Injector at 1st
time from our Stock.Customer not yet satisfy (1) Parts Shortage YGN Mechanics go to Job Site and they
(2)Response Rate of Spare Parts and (3) Communication & Skill of change the 6-Injectors from Local Market.
Mechanics. Because they would like to buy the Genuine Filters but no Mechanic come back at 20-Jun-12 & M/C
Service & Service & Ko Kyaw Swar
24 Ko Kyaw Swar Aung Kyaw Swar Aung 2012/06/014 EC290BLCP 18301 Over1000 Bee Lin Parts Parts stock. They would like to again buy the Fan Belt, we reply to Customer is Aung 16-Jun-12 12:00 12:10 is good Condition. We give the F.O.C for 20-Jun-12 0:10 2
ex-stock so Customer wait for Parts Issued. Their Inquiry time is 08:15 previous Injectors cost because we can't
(AM) but they received the infromation time is 10:00, that is no stock in supply the Genuine Filters within
our Warehouse. (IMS & Warehouse in difference). And also they not yet Warranty Period.
satisfy our Mechanics Communication.

Customer complaint about our Parts Shortage and they would like to get
25 Daw Khaing Thet Daw Khaing Thet 2012/06/015 EC210BLCP 74512 900 Hrs Selzin Parts Delivery & the Injector (6)Nos. by FOC.Because when we delivery the M/C, we not yet Daw Khaing Thet 20-Jun-12 4:30 4:40 We gave the Injector 6-Pcs by FOC & gave 21-Jun-12 0:10 1
Mon Mon Parts give the S'parts to Customer.(Delivery Date:2-May-12)(S'parts parts box Mon the Official apologize Letter to Customer.
delivery Date:18.Jun.12)

We will take out the ICF & Monitor from

Current- Zone-5 M/C.After that we will change
9198.4 1239-1 Error Appear & they call our service.Mechanic would like to test with Customer's M/C ICF & monitor
26 Ko Aung Soe Moe Ko Aung Soe Moe 2012/07/017 ZX210LCH-3F 211669 Prev- Thauk Yay TGO Service other M/C's ICF.So, they take out & test run.After that they installed back Ko Nyan Htun 27-Jul-12 12:00 12:10 because zone-5 M/C SMR is same with 27-Jul-12 0:10 1
Over8000 Khat right parts right place,but hour meter can't same previous SMR. Customer's wanted SMR. Customer will
pay the ICF Amount to TGU, TGU will
transfer to Zone-5.

Made the Meeting with Reman,YGN &

Customer bought new engine from our company (Reman)& our service Tech Support.And then we decide that is
we will pay the new engine to Customer.
Ma Thet team installed this engine at that time some of the parts is not complete in
27 (052-42130) Shwe Kyin Thar 2012/07/018 EC290BLC 16773 5846.1 Shwe Kyin NLP/Reman Service this M/C. Within a little SMR, this M/C have a Problem,Cylinder No 5 & 6 Ma Wutt Yee Aung 24-Jul-12 1:00 1:58 Tech; Support, Reman and NLP will go to 27-Jul-12 0:58 3
are burnig.So, Customer would like to get the New Engine from us. jobsite. They will checked the whole M/C
for make sure and will installed the
Engine.
 Target of Reply One Hour

Target of Response Two Days

Target of Resolution Seven Days

e Period Cost of Complaint Analysis by Related Dept.,

Remark Progress Condition
Resolution (Ks) (USD) Root Cause Action Plan Completion Date
(day)

COO will take the "Inspection & Delivery Team"

1 from Yangon Branch. And they put under Tech;
Support. Can start (may be) end of September
2012.
1. To make sure 1.Arrival & Pre Delivery
Arrival Inspection Inspection is will handle They will set up the all Procedure for this
2.Stock the New Section (under 1. already running at Team.
Maintenance Warehouse) after 6- March-2012 but can
separate "One
3.To make sure Pre months. 1st week of
Delivery Inspection March will start learning Department" at 1)Inseptcion 2)Stock Maintenance & etc;
30,000 4.Pre to YGN Branch (6 MCD 2013-year 2.
26-03-2012 3.
information before people) 2.Stock 3rd week of March
delivery (all of the Maintenance Schedule
2 by Mr Ariel and Ko
items are need to 3.Informed One Day
Kyaw Swar Aung
make sure) before M/C Delivery Date
(pre information)

1.Need to draw the

Human Error Machine Attachment Not yet finished
Entry Process "Not yet
1. 04-Apr-12 2. Finished we
7 30,000 Second Week of need to call
May-12 again
meeting"

2.Need to update the

System for "Machine
Attachment Entry"

Mr Eko already collect the data reocrd about

our Mechanic's Training and Competency Skill
Level.
1.We need to review our
Mechanics Compenticy
not follow the Skill by Training Record
Procedure and Branch Head's Need to They will link with Training Dept., and all
2 End of April Branches.
according Service Review. follow up
Manual 2.We will arrange the
Training Plan for Senior &
Junior. (all)
 To make the internal
1. Not yet clear the meeting & draw the Clear Transportion
7 170,000 15-May-12 Charges (YGN Aldy Finished
Overhaul Process Process. Aldy Finished to MDY)
15-May-12

Supplier not
13 7,500,000 Delivery Late by Finance will take back yet pay back Need to followup to CLO & CFO.
Principle this Amount. this Amount.

1.Branches need to
sent the real 1.need to announce to all 1. 26-May-2012 (aldy example :
needed part share information
Branches Outer Race,
4 sample to H/O 2.need to discuss with Mr from CRM according Needle, Inner Need to again review
(Tech; Support) Ali & Mr Zul for Petty our Meeting Race for
2.Payment Day is Minutes)
only 2-days in one Cash of Service (H/O) 2.not yet Bearing
Week.

Service Process;
1.Not yet clear 1.We will make the 1)Inquiry Spare Parts Process;
Warranty Terms & 1)Inquiry
Clerar Process for Already announce and used the "Warranty 2)Service Job Order
Policy Process Warranty Terms & Policy Need to Terms & Policy". Mr Eko 3)Commissioning 2)Inventory Control
between UMG & between UMG & 1. end of April 2. follow up for already make the Guide Line Book and he start 4)Campaign 3)Part Ordearing
1 787.49 Customer 4)Part Receiving
Customers 2.We need end of May completion to share at 31-July-2012. This book include as 5)Regular Maintenance
2.Weakness of 5)Part Keeping
to make sure of Delivery no.2 per beside mentioned: Mr Eko & Ko NNT will 6)M/C Breakdown
Delivery & 6)Part Issuing
Commission & Commission for every go to all Branches for explained. Handling 7)Part Stock Taking
Process New Machine 7)Warranty Claim & 8)Part Invoicing
8)Invoicing

1.We need to review our

Mechanics Compenticy
not follow the Skill by Training Record Mr Eko already collect the data reocrd about
7 100,000 Procedure and Branch Head's End of April Need to our Mechanic's Training and Competency Skill
according Service Review. follow up Level. They will link with Training Dept., and all
Manual 2.We will arrange the Branches.
Training Plan for Senior &
Junior. (all)
 1.Arrival & Pre Delivery
Inspection is will handle
1. To make sure
the New Section (under
Arrival Inspection Warehouse) after 6-
2.Stock months. 1st week of 1. Already start but
Maintenace 3.To COO will take the "Inspection & Delivery Team"
March will start learning not yet separate
make sure Pre to YGN Branch (6 MCD "One Department" THTY already from Yangon Branch. And they put under Tech;
Delivery Inspection informed to Support. Can start (may be) end of September
2 275,000 4.Pre people) 2.Stock 2. 26-03-2012 Principle but 2012. Ko Thein Htike Tin Yu already discuss
information before Maintenance Schedule 3. 3rd week of March not yet reply with Principle for to Modify the Level Gauge
3.Informed One Day by Mr Ariel and Ko
delivery (all of the from Principle Design. (need to follow up again, if Supplier
items are need to before M/C Delivery Date Kyaw Swar Aung 4. can't change, what should we do by our selves)
make sure) (pre information) 22-03-12
4.Suggest to Principle for
5.Not easy to Modify of Level Gauge's
check for Oil Level
Design. (Easy to check Oil
Level)

1.Arrival & Pre Delivery

1. To make sure Inspection is will handle
Arrival Inspection
2.Stock the New Section (under 1. aldy running but
Warehouse) after 6-
Maintenace 3.To not yet separate
make sure Pre months. 1st week of "One Dept.," COO will take the "Inspection & Delivery Team"
3 Delivery Inspection March will start learning 2. 26-03-2012 3. from Yangon Branch. And they put under Tech;
to YGN Branch (6 MCD Support. Can start (may be) end of September
4.Pre 3rd week of March
people) 2.Stock 2012.
information before by Mr Ariel and Ko
Maintenance Schedule
delivery (all of the 3.Informed One Day Kyaw Swar Aung
items are need to before M/C Delivery Date
make sure)
(pre information)
 Now M/C is
Need to informed to under Zone-5 Currently our assume is "seal weakness" but
Principle, when we
and good we found the very samll vertical scrap. So if
2 Seal Weakness received the new seal kit, end of Jan condition. again oil leakage, we will do the re-chrome.
we need to do again (aldy change Estimate Cost is 10-Lakhs.
Resealing.
new seal kit)

1. H/O & Branch Customer wait Currently Network Development Dept.,

need to until over 40- Inventory Dept., and Parts Sales Marketing
communicate for 1. We aldy discuss with days Dept., already have the improvement plan.
update status of Parts Division at Training according our Some is already running, some are they will
Room of YGN Branch 1. 09-Mar-2012 2.
6 473.14 Inquiry & PO. 2. CCO. He not announce 2nd week of Aug-2012.
We need the 2.CRM will informed 02-Apr-2012 buy from our 1)they will review and revise Inquiry to
regular report of & discuss about Survey Company, he Delivery Process
Form
Survey Form from purchase in 2)Parts Discount Policy and they will change
all Branch Local Market. the some Target (Response Rate)

Machine is Old All Spare Parts Sales

Model so we face Man/Girl need to collect
the mis the complete infromation
2 2,000 In time
understanding about Old Model M/C.
between each of Need to take the
others. required photo.
 1.Need to educate "how
to handle the Fuel
System" and "how to Item No. 1 & 2 is
1. Fuel Handling storage the Fuel".
alredy finished end Not get
4 7,470 System is not good 2.Need to of April Approved for Aldy Finished
2.Non- educate to install the
genuine Filers Used Additional Water 3.already start July- TG.
2012.
Separator
3.We will analysis again
for Plan of Parts Order

Not yet link and

need to
Mr Agus & Ko Swe Win
relationship & already issued Rules &
6 teamwork Regulation for Counter 27-Feb-12 Aldy Finished
between Outside
Sales & Counter Sales and Outside Sales.
Sales

1.All Mechanics 1.We aldy have the

must be follow the Technical Information
Service Manual & from Principle at June-
Technical Service 2011. Tech; Support also
Bulletin's aldy share this Info; to all
instruction. Branch. But Tech;
2.Mechanics need Support Team need to
to infromed to refresh again this Info; to 1. 31-Mar-12. 2.
13 100,000 10,784 Tech; Support all Branch by Mail. End of April 3. 01- Need to review again.
July-12
when they found 2. Tech; Support
the abnormal will sent agin 2011 all
condition. Service Bulletin to all
3.Tech; Supoort Branch
also need to 3.We need to establish
informed to Service Audit and Service
Principle Standard Check Sheet.

1. We will make the Aldy Finished

Meeting & settle the
1. Not yet settle Clear for the Hole
1 the Clear Porcess Process 1. 15-May-12
with Reman, H/O & 2.Draw the flow process
Branch. (Stock Control
Process,Monthly stock
order Process)
 1. Not yet settle 1. Stock Maintenance
COO will take the "Inspection & Delivery Team"
Stock Maintenance Schedule 2. 1. 26-03-12 2.3rd from Yangon Branch. And they put under Tech;
2 2.Pre Must be infomed the pre week of Mar-12 Support. Can start (may be) end of September
information about information about M/C
2012.
M/C delivery Delivery

COO will take the "Inspection & Delivery Team"

from Yangon Branch. And they put under Tech; 30,000 T.A
Support. Can start (may be) end of September
2012.
1.29-Mar-12 2.
1. Couching & Concealing
Aldy running but not
2. Arrival & Pre Inventory Team already do for "Stock
yet separate "One
Delivery Inspection is will Availability".
handle the New Section dept., (may be end of
1. Machenic Sept-2012)
Careless 2. (under Warehouse) after 3. now aldy run,
6-months. 1st week of
8 553,000 Delivery Quality Inventory will make
3.Stock March will start learning the review & report
Availability to YGN Branch (6 MCD to Mr Agus for Plan
people) 3.
Order by monthly.
Will arrange "ready to Mr Agus reviewed
stock " for Spare Parts of
Branded Machine again and will give
the Approval

Sales Girl/Man
need to checked YGN Spare Parts Dept.,
every Inquiry from already have the "Parts
2 Customer by Sales Process" so all of In Time
Prosis/System (or) the Sales Person must be
Excel File (or) followed Process.
Manual File.

1
1.Aldy start the "Specail
Delivery Team" but need
to wait unitl August for
"One Dept.,"
2.Import Dept., will Detail Packing
contact to Supplier for 1. Aldy running List is we not 1. COO will take the "Inspection & Delivery
Detil Packing List
3.Warehouse, Service & under YGN Branch yet get for Team" from Yangon Branch. And they put
but can start by One China Brand, under Tech; Support. Can start (may be) end of
Unit together checked all
1.Arrival & Delivery arrival M/C with Packing Dept., 2.15- Others is September 2012. 2.Import
Quality List 4.Unit May-12 3& alredy get Dept., will suppor the detail Packing List but
2.Packing List 4.After received the from Supplier can't support for China Brand.
Admin will record the
detail List & will detail Packing List ***need to 3.Need to follow
5.3rd week followup up for "how to data entry to Ssytem for M/C
handover to Customers of June about item attachments".
when M/C Delivery Time, no.5
15 1,320,000 together with W/H &
Service
5.We will make the
meeting with IT for "IMS"
System
 1.Inventory dept., will
1.We have no
stock for some prepare the parts order
s'parts & not yet plan 1.By Monthly 1.Parts Order Plan is already run
7 2.Draw the flow process 2.Again follow up to
settle the (Stock Control Inventory 2.Need to follow up about Flow Process
Procedure for Parts
Process,Monthly stock
Order plan
order Process)

1. Need to review &

double checking with IT
Dept., and need to do
1.Can't proper ground stock taking &
control by Manual adjustable with System
& IMS for stock Stock 2.In YGN Inventory & IT Dept., double checking &
1. not yet 2. adjustable is already finished but not yet
Balance Branch, will make the
4 7,189 2.Communication regular knowledge 25/07/2012 3. finished Ground Stock Taking with Warehouse.
& Information Sharing 1time/2week already start July Need to discuss
again for item no.1
3.not yet ready for with all senior mechanic
first moving items. & junior mechanic.
3.Inventory will make
the Monthly Stock Order
Plan

1.Inventory dept: aldy

1.Our Company prepare the Parts order
can't deliver the
S'parts box plan for fast moving item 1.By Monthly
1 7,189 together with M/C by monthly 2.Again follow up to 1.Parts Order Plan is already run
2.Draw the flow process 2.Need to follow up about Flow Process
2.not yet settle the Inventory
procedure for the (Stock Control
parts order plan Process,Monthly stock
order Process)

1.need to do the TSB and

1 Mechanic Skill &
Experience
Aldy refresh again all TSB to all Branch. But
announce to all branches
2.TD Dept., we need to review again Branch's SOP (or) FPD
need to analysis for to about TSB. We need to
again disucss with related dept.,
put their training plan.

Will make the TSB and

some guide line. After
Mechanic's
8 Careless that will share to all
Branch and TD Dept.,
 Customer Complaint Record (Truck)

Complain Status Time Period

M/C Serial Hour Job Site Related Sales Person (or)
Sr Customer Name Company Name Register No. M/C Model Complain Data
No. Meter Location Dept; Call Person Complaint Start Date & Reply Time Reply Response Resolution
Description Finished Date
Time (hours) (day) (day)

Turck
Business &
1 U Kyaw Moe Naing True Bright Co., Ltd. FM400-84R 30-units YGN Customer complain are as follow;
YGN
Service We go to Customer Office at 17-Nov-11
for apologise & discussion.
1. Our Mechanics come to their Yard very late and working time is a little COO call the YGN &
21/Nov/2011
(3 or 4 hours) Tech; Support for internal meeting. (09-Apr-12
(most of the problem are already
Hsu Moe 16-Nov-11 solved but Tyre Case is not yet finished) We aldy give 5
to Customer
2. Air Hose Leakage Next Thursday,
VCE & Tyre Supplier will come to for the Left of
Yangon for this Tyre Case. They aldy 2-Tyre)
3. Want to get the New Battery (2)Nos. check & decide this is they must be
support all problem Tyre.

4. Tyre, they don't like some Tyre. Brand is “Otani” U-50.

Aldy support the 20-ton Hyd; Jack but

not yet arrived ashtray
Arrival Shortage in Port (Hydraulic Jack 20-ton & ashtray 2-pcs), they
would like to get. Ashtray 2-pcs arrived at 26-Dec-2011.
Sein Linn Naing Logistic, We can sent at 06-Jan-2011 because of
(their M/C combine Finance & Myint Maung Kyaw MMK go to NPT.
2 U Kyaw Sein with Myanmar FM Truck YGN Tech; & Ygn Branch 24-Nov-11 25-Nov-11 1
Tagaung) Support

Need the internal meeting for Flow

But our side is mix understanding & can't reply clear information.
Process, aldy finished at 19-Jan-12.

Tyre (7) pcs are not good condition. So they would like to get our Supplier & Tech; Support go to
Truck
3 Shwe Byine Phyu FM Truck YGN Supporting. VCE & Tyre Supplier aldy check, they must be support the all Aung Myo Min 25-Nov-11 Customer Yard for detail check. After 28-Nov-11 3
Business
problem Tyre. that we apporve for FOC.

Ygn branch mechanic this poblem solve

K&L (Shwe Ka YGN Dashboard control pennal is abnormal & not yet complete electrical
4 Ko Zaw Linn Hsone) Hong Yan YGN Service system when M/C Delivery Time. U Zaw Linn 12-Dec-11 at that day.But we need to discuss ,this 13-Dec-11 1
problem not happen again.

Logistic
YGN Tuck Waiting Long time for Owner Book, Wheel Tax & Car Document Mr Pornthep reply at 03-Jan-2012 by e-
Business mail. But I not yet clear know how to do
5 Ko Aung Swe AMC UD Truck Zar Zar Htwe 23-Dec-11 our Process. We aldy make the internal 3-Jan-12 12
meeting, we will meet again at 21-Feb-
2012. Aldy finished Process but need to
Machine Arrival time is since June, waiting time is nearly 3-months follow up to Ma Zar Zar Htwe
 Customer not satisfy Product & Service. Aldy meeting with Mr Arnanda, Tech;
Truck K&L would like to purchase the 5-units of HY Trucks. They aldy delivery 2- Support and YGN Brnch. Mr Zul will
6 Ko Zaw Linn K & L (Shwe Kasone) Hongyan Truck NPT units but Tyre is not good. So they come to our H/O for check & choice the Ma Zar Zar Htwe 9-Jan-12 10-Jan-12 1
Business make the QC Test and Stock
next 3-units. But they choice the only one, they don't like another 2-units Maintenance Procedure.
because of oil leakage & some conditions.

Mr Pornthep aldy reply to me by mail at

17-Jan-12. He mentioned the Corrective
East Asia Power Truck Customer not satisfy long time of our Quo; Reply for Truck. They waiting & Preventive Action Plan.Sales Man
7 Minning Co., Ltd. YGN Business the 14-days for Quo; Reply. So they purchased the 40-units of Truck from Ko Aung Myo Min 13-Jan-12 (Khine Lin) will follow up for next Sales. 17-Jan-11 4
Octagon Co., Ltd. (Scania Brand)
Real information is Customer aldy PO to
Octagon Co., Ltd. (only 15-units)

Mr Pornthep reply at 25-Jan-2011. We

will pay the Penalty Charges to
Myanmar Brewery UD Prime Mover Logistic & We promise to Customer, we will delivery the M/C end of Jnuary. If we will Zin Wai Aung (Ko Customer. Ko Zay & Ma Myat May Aye
8 Ma Ni New Mar (Tiger Beer) (High Bed) YGN Truck late, we will pay the Penalty Charges (100-USD/one week). M/C arrived in Zay) 24-Jan-12 go to Customer at 02-Feb-11.We can 25-Jan-11 1
Business Port at 15-Jan-2012. But we can take out this M/C maybe within Feb-2012.
Delivery this M/C end of Feb-2012. Aldy
Delivery.

CRM discuss with Mr Pornthep, Mr

Ikhsan & Logesitc. This Prime Mover
will arrived at 3rd week of June. So we
will sent the "Apologise Letter" to
Our Agreement Delivery date is 1st week of May-2012. But we can't
Royal Princess Customer & Mr Pornthep, Sales Man &
9 U Thant Zin Aung 2012/06/011 UD Prime Mover Track BU support until end of May. So Customer angry and would like to get the Pyae Phyo 1-Jun-12 9:30 10:30 19-Jun-12 1:00 1 18
(Loyal Friend) CRM will go to Customer. We will
some supporting from our side. negotiate & support something for
Cusotmer Satisfaction. We will
supporting for 50% of Local Trasporter
Rental Charges.

CRM already contact to Customer &

Track BU &
aldy share the update info; to internal
10 Ko Myo Naing Oo Asia World 2012/06/012 UD Truck After Sales Our Quotation Process is take long time and confuse for communication Ma Zar Zar Htwe 4-Jun-12 9:30 10:15 related dept., Ko YNK will collect the 6-Jun-12 0:45 1 2
(09 730 65800) Support with our Company. complete data & Ma NNH will support
Team
for Quot;

We will link with Supplier and will

112 / 105 Truck 08-Jun-12 support to Customer for "new
11 Irrigation 2012/06/016 DND Mixer Truck 10076/ 10077 Missing Tools in Tools Box when Machine Delivery to Customer Mr Ikhsan 4-Jun-12 14:37 30-Jun-12 4-Days 23 26
km Business (11:17 AM) Complete Tools Box" at September
2012.
Target of Reply One Hour

Target of Response Two Days

Target of Resolution Seven Days

Cost of Complaint Analysis by Related Dept.,

Remark
(Ks) (USD) Root Cause Action Plan Completion
Date

1.Aldy communicate with

1.Quality Product 22-Feb-12
Principle

2.Communication
Skill CHSO will make
the "New
2.Need to maintein for Development
3.Response Rate "Coaching" 5-minutes in On Time Training" for all
every Morning Meeting Employees.

3.Communication Skill can start July-

Train; 2012

19/1/2012
(aldy finished
Not Yet Settle the To settle the Internal between
35,000 44 Process Process. Import, Tech;
Support & YGN
Branch)

Mr Ikhsan already Supplier support

Product Weakness communicate with 22-Feb-12 the Otani Tyre
Principle by FOC

We don't want to again

Product Weakness import that Brand. Start 2012

Some of the
Government To make Standard S.O.P 22-Feb-12
Procedure is can't for KaNyaNa.
control.
 1. Stock 1. Stock Maintenance 1. 15-03-2012
Maintenance Schedule 2 aldy decided
136,000.00
2. Product 2.We don't again import by our
Weakness this Hongyang Brand Management 1.Unit Price
& Lincense
Duty is
decided by
COO.

2.Unit
Purchase
Order is
Quotation and held the
PO Process is meeting 2-
Need to settle the alredy finished need to follow weeks in
2,175,000.00 Unclear Process Inquiry, Quotation and at 1st week of up One Time by
PO Process. April. Logistic,
Inq; Process is Sales,
not yet finished Marketing &
Finance.

3.Sign on PO
by CHO for
CE Business,
Mr
Phonthep
Not again contact with We pay the signed on
100 Wrong choice this Shipping Line & 22-Feb-12 100/-USD for their PO.
Agent Penalty Charges

1.Truck Finance already

have the Production
Contract Time is Time from Supplier for all
earlier than Brand for Standard 1.05-Jun-2012
Need to
750,000 Confirmed Specification. 2.26-Jun-
followup
Specification from 2.Truck Team will 2012
Supplier checked & reviewed their
FPD/SOP for Inquiry,
Quotation, CCO Process.

1.Not yet settle the

Spare Parts Sales (for
Mr Pornthep will settle
Truck) and not yet the Spare Parts Dept., not yet know Need to
have SOP/FPD. Sales Man & Parts Order. followup
2.Parts
Availability

Aldy get FMX

Tools Box
Packing List
We will communicate from Supplier.
Not yet have the with Supplier for "Photos need to follow DND is we
Standard Packing List up for others alredy make by
and Packing List" of Tools
for Tools Box Box Brand ourselves. But
we need to
followup to
Supplier for all
brand.
 Customer Complaint Record (Power System)

Complain Status Time Period

M/C Serial Hour Job Site Related Sales Person (or)
Sr Customer Name Company Name Register No. M/C Model Complain Data
No. Meter Location Dept; Call Person Complaint Start Date & Reply Reply Response Resolution
Description Finished Date
Time Time (hours) (day) (day)

CRM contact to MDY Team by phone

and we reply again to Customer and we
pay the Ko Aunt Kyaw Soe's hand
MDY Sales Customer buy the Generator 1-unit from our Company and he already paid phone number. MDY team go to their
1 Ma Myo Myo That Great Wall 2012/05/010 Genset (450 KVA) MDY & Service the 40% downpayment. Generator arrived at Customer Yard 3-days ago, Thinzar Khine 22-May-12 4:00 4:30 Factory 22-May-2012 evening time. 24-May-12 0:30 1 2
(09 5000 580) International Team not yet installation from our side. So Customer very angry and want to (CRM Dept.,)
CRM sent the information by E-mail to
(Genset) return back. related dept., MDY Team already
installation & Test Run. At 24-May-
2012, Genset is already running.
Target of Reply One Hour

Target of Response Two Days

Target of Resolution Seven Days

Cost of Complaint Analysis by Related Dept.,

Remark
(Ks) (USD) Root Cause Action Plan Completion
Date

Weakness of
information and
sharing between not yet reply not yet reply
Sales & Service
Team
Customer Complaint by Qty
CE Truck Power System
2011 2012 Customer Com
Nov 2 3 0
Dec 5 2 0
2012
Power System =
Jan 4 3 0
4%
Feb 5 0 0 Turck = 24%
Mar 3 0 0
Apr 3 0 0
May 0 0 1
Jun 3 3 0 CE = 72%
Jul 2 0 0
Aug
Sep
Oct
Nov
Dec

Total 25 11 1
You can see Detil Analysis in
Powerpoint File
 2012 Customer Complaint

Power System =
CE Truck Power System
4%
ck = 24%
18 6 1
CE
Truck
Power System

CE = 72%

ee Detil Analysis in
werpoint File
Total
25