CHAPTER III

PROCESSES

A. Process Management

Mission, Vission and CSF

God-willing, transformation from a good to a great company

“embrace customer satisfaction as our way of life”

“to be an innovative, professional, dynamic and competitive business”

“to be the preferred supplier of vehicles, products & services”

“shall provide employees with personal & professional growth”

“to be looked upon by our business partners with trust and respect”

“remain on our social responsibility and our role in community development and nation

building” “passion for cars and customer care.”

“dedication to provide the highest quality products and services to customers”

Values & Policies

Company’s core values - customer satisfaction, honesty & integrity, hardwork &

productivity, efficiency, and social responsibility.

Communication

Everyone is involved in the making and building of Hyundai.

Always engaged in media, financing, food, non-life insurance, hotel and event center, and

real estate businesses under its umbrella.

Develop and deploy policies, plans and strategies

With the recent launch of the Hyundai Dream Center Philippines (HDCP), the

new technical skills training hub of Hyundai in the Philippines, HARI aims to not only

level up the training of its service crew but also to empower young Filipinos who have

the potential to pursue productive careers in the manufacturing and automotive industries.

Develop innovative services

The Fast Track Service

This service promises vehicle owners complete preventive maintenance service

(PMS) in 30 minutes, or the service is provided for free. The 30-minute guarantee

comprises routine procedures, such as oil change, brake cleaning, and checks on lights,

wipers, and engine fluids. One can also have additional services done, like having brake

pads, wiper blades, and busted bulbs replaced.

Scheduling service appointments has also become easier with HARI’s online

portal fasttrackservice.hyundai.ph. One can avail of Fast Track Service by booking an

appointment or visiting a dealership as a walk-in client.

Bent on sustaining its award-winning After Sales service for passenger and commercial

vehicles, HARI aims to have 36 Fast Track Service-ready dealerships up and running by

the end of the year.

The company also show their support to the “Mentor Me on Wheels” program of

Go Negosyo and the Department of Trade and Industry (DTI). The Mentor Me on
Wheels program gave micro and small business owners a chance to get business advice

from the country’s experienced entrepreneurs. The program featured a one-on-one

interaction between the participant and the entrepreneur-mentor. The mentors, through 20

to 30-minute one-on-one sessions, offer advice in regards to what is the right mindset for

business and on marketing their products and services effectively.

Market and sell services

Hyundai Wants To Give Each Of Its Vehicles A Unique Look

Hyundai wants to ensure that each of its future models adopt a distinctive look

instead of variations of the same theme. Speaking with CNET during the launch of the

2019 Hyundai Kona Electric, senior chief designer at the Hyundai Design Center, Chris

Chapman, said that rather than continuing a theme of matryoshka dolls throughout its

range where all models look similar, it wants to instead switch things up to reflect the

different designs of chess pieces.

Next year, the world will be offered an excellent look of just how serious Hyundai

is with its new philosophy thanks to next-generation models of the Sonata and Elantra.

“You’re going to think they’re from different companies,” said Chapman. In an industry

where it is often difficult to tell the difference between vastly different models from one

automaker, it’s a breath of fresh air that Hyundai wants to be a little different.

Plan and deliver services

 We commit to provide cordial, accurate, reliable and efficient services to all

valued customers through professional service advisors, highly skilled technicians,

modern facilities and advanced equipment.

Hyundai promises to:

Listen carefully and follow-up what you tell us.

Maintain a clean, safe and friendly environment.

Schedule an appointment that is convenient for you.

Attend promptly on arrival in a friendly and professional manner.

Provide you with an accurate time, cost estimate and briefly explain the work to be

performed.

Obtain your prior authorization before commencing any additional work.

Explain thoroughly all repairs performed and its costs.

Ensure the vehicle is returned at the time agreed in a clean tidy condition.

Make a contact within 3 business days to ensure you are satisfied with all the services

provided.

Invoice and service customers

The new campaign “Ang Gusto Mo, Gusto ng Puso”

Conceived to capture the brand’s “heart” from the customer viewpoint, Hyundai

goes beyond showcasing its Modern Premium lineup to focusing on what customers truly
seek in their vehicle choices—those basic needs and desires that are often unexpressed or

glossed over. The colloquial “Ano ang gusto mo? (What do you want?)” has the Korean

auto giant feeling the local pulse, empowering the Filipino consumer with a basic choice:

Which Hyundai model best responds to my needs and wants?

“The campaign is all about aspiration,” explained HARI President and CEO Ma.

Fe Perez-Agudo. “Countless companies can talk about what they can offer the customer.

We decided to refocus and instead listen to the customer. We want to ‘feel’ what you

want. Kung ano ang gusto mo, ‘yun ang gusto ng Hyundai. If you seek confidence and

comfort on the road, then the 2016.

Hyundai CARES

A centralized customer contact center operated by HARI which features one

number to call for any requirement a customer may have on his/her Hyundai vehicle,

regardless of the selling and servicing dealership. Manned by competent and experienced

contact center agents and supported by subject matter experts in all aspects of dealership

operations (i.e., sales, service, parts, customer care), “Hyundai CARES” hopes to provide

timely and adequate customer solutions ranging from sales inquiries, service

appointments, maintenance and repair inquiries/ technical concerns, to parts inquiries,

roadside assistance, and other customer services.

 B. Process Redesign/engineering

Hyundai Motors Improves Production Efficiency with Automation Software

3D Printing started out as a prototyping technology for the automotive industry.

Although it has grown into a manufacturing technology for a wide variety of industries,

the prototyping application still plays an important role for many automotive industries

worldwide. World-famous car manufacturer Hyundai Motor Company, focusses on cars

with a better performance and higher safety. By relying on 3D Printing, they can create

new products in a fast and cost-effective way, and experiment with designs with almost

no design limitations or material waste. But how do they efficiently manage their

Additive Manufacturing (AM) production?

Efficiently Managing RP Production

Hyundai Motor Corporation had to schedule different build jobs, keep an

overview of all the build statuses and ensure that the information flows efficiently to all

people involved. Before, they used Excel sheets to manage the RP production status,

meaning that the information needed to be frequently updated and spread manually. To
keep track of

the number

of parts

produced, the savings and other operating data, they manually generated reports. Machine

operators also invested significant man hours to manually manage the operating plan for

each machine and adjust and communicate the planning as soon as changes occur.

This way of working changed as they acquired Materialise Streamics. Materialise

Streamics is a production management system that gathers all kinds of information (order

info, machine info, part info etc.) and automatically updates the production status in real

time. Hyundai Motor Corporation also uses Materialise Streamics to extract customized

reports about production, sales, management, and quality. When the production schedule

changes, managers and machine operators can easily adapt the planning in real time.

Streamics graph

The information is no longer spread across a web of mails, excel files, phone

calls, data sheets, but stored in one central database that connects data preparation,
production, post-processing and management. Everyone can view the production

planning and status of each machine, and the requestor is automatically informed by the

system once a build is completed.

Streamics The Effects of Automation: Facts and Figures

Materialise Streamics improves the communication between everyone involved in

the creation of the requested parts. For Hyundai Motor Company the transition from

manual work to a system that automates the RP management, meant that the man hours

were reduced by 77 %. Employees can work more efficiently, the RP management saves

time and the customers receive a better service.

Hyundai Motor Company didn’t only facilitate their production management, they

also saw the benefits of automatic support generation. Before using Materialise e-Stage,

they spend much time to generate support structures manually and had to invest more in

post-processing to compensate the bad surface quality after support removal. Now the

automatic support generation software generates support only where needed, saving

material (13%) and reducing data preparation (94%), build (30%) and post-processing

time.

Through the use of this RP Management system, the Lean six sigma was applied on

Hyundai with the results of eliminating the wastes and maximizing the value.

C. Quality Management System

 Named as one of the highly ascribed non-life insurance companies in the

Philippines, Corporate Guarantee & Insurance Company (CGIC) was officially launched

on 16th August 1997. Offering various non-life insurance products catering to Motor,

Fire, Personal Accident, Casualty, Marine and Bonds requirements, CGIC was registered

with the Securities and Exchange Commission on 19th June 1997 and the Insurance

Commission on 25th July 1997. CGIC is among the top 25 out of more than 60 non-life

insurance players in the country today.The company takes pride in its ISO 9001:2000

certification for maintaining Quality Management System, given on 23rd April 2004

The slogan "We Value our Commitment" is again backed by an ISO 9001: 2008

certification, a testament to CGIC's commitment in providing quality non-life insurance

products and services, through efficient and effective systems and procedures.

This citation makes CGIC one of only 6 non-life insurance companies in the

Philippines to be given an ISO certification.Its ISO 9001:2008 Re-certification was given

on 15th March 2013 after passing the rigorous audit conducted by SGS Philippines.To

this day, CGIC continues to conform to global standards, offering services that are,

indeed, certifiably world-class.

D. Continuous Improvement

Six Sigma
 Six sigma is a system to check or measure the quality of product or services. Six

sigma is use to remove constrains and defect in product and service. It shows the

performance of process in production. This process is beneficial for customers and

producers both because if customer does not find any defect or problem in product then

customer will satisfied and also become loyal to company. It always focuses on

improvement of product and service. Hyundai is producing its products on six sigma

quality level. Hyundai is using DMAIC process (define, measure, analyze, improve and

control) to improve their products which are falling below specific level or benchmark set

by management.

The most advanced collision repair system arrives

Enter Car-O-Liner, the leading global provider of high-quality, technologically-

advanced collision repair equipment to the automotive aftermarket. For more than forty

years, Car-O-Liner has supplied the automotive industry with innovative solutions,

technical development, training and customer support. Car-O-Liner solutions include:

computerized and mechanical measuring systems, comprehensive vehicle measurement

data, alignment benches and frame pulling equipment, vehicle anchoring systems, spot

and Metal Inert Gas(MIG)/Metal Active Gas (MAG) welding systems, workshop

organization and inventory control solutions. These solutions are integrated with each

other resulting to a flexible, universal collision repair system.

Car-O-Liner eliminates the guesswork with its computerized measuring system

that determines not only the extent of the damage but also the original state to which the

vehicle should be restored. Car-O-Data, a database containing measurements of more

than 15,000 vehicles, provides thousands of detailed images and data at the click of a

button. Once the vehicle is hooked to the measuring system, the accurate 3D measure

data necessary for an accurate repair will be displayed on screen.

Complementing the computerized measurements are high-quality welding

equipment and frame alignment systems that will work on restoring your vehicle to its

original state. With calculated measurements, work time is kept to a minimum and

unnecessary work is eliminated thereby making it a cost-effective solution. This then

results to reduced cycle times and faster turnover of the vehicle to the owner.