On October 26 – 28, Hitachi Construction Machinery Co., Ltd. (HCM) Tokyo, Japan hosted its 3rd HCM Service Advancement Meeting focusing on People and Machines/Trust and Promise – A Service Advancement Meeting, (SAM). Targeting Parts/Service Managers, HCM Customer Support Division gathered twenty-five participants from around the globe including managers from Hitachi Construction Machinery (Europe) N.V (HCME), Hitachi Construction Machinery Asia & Pacific Pte. Ltd. (HMAP), PT. Hexindo Adiperkasa Tbk., Jakarta, Indonesia (HAP), Hitachi Construction Machinery, Australia, Pty., Ltd. (HCA), and Hitachi Construction Machinery Malaysia Sdn. Bhd.(HCMM) to attend the 2-day conference.
HAP General Manager – Parts Department, Mr. Adi Santoso
HCM Vice President and Executive Officer, Mr. Yukio Arima, and HCM Department General Manager of Spare Parts Division, Mr. Shin Nakajima summarized SAM by presenting four of the HCM corporate core values – Company Vision, Customer Creed, Teamwork Ethic, and Respect for Human Dignity. The HCM corporate slogan “Kenkijin” was also reviewed. Kenkijin focuses on the 3Cs – The Spirit of Challenge, Individual Customer Orientation, and Communication. The connection between the 3Cs and business ethics, customer service, and social responsibility was the underlying theme for this seminar. Other highlighted areas of discussion were the Worldwide Market Overview, Opportunities in Parts Sales, Various Parts Systems, and Wheel Loader Business.
HMAP Assistant Manager – Parts, Sales & Marketing, Mr. Earnest Lai
HCA General Manager – Service, Mr. Robert Wilson held an attentive audience for the educational and inspirational 2-day conference.
Attendees reviewed elements of the HCM corporate vision, “to contribute to the creation of congenial living spaces…making them more comfortable, highly developed and efficient.” Through the removal of active landmines, unusable earth is converted into productive terrain. This is just one example of HCM’s Corporate Social Responsibility. Mr. Kiyoshi Amemiya, President of Yamanashi Hitachi Construction Machinery Co., Ltd., presented his Hydraulic Excavator Technology for the Land Mining Excavator developed in 2000. The special features for demining equipment include explosives handling, and shrub/rock cutting and removal capabilities. Utilizing hydraulic excavator features, the first demining machines were delivered to Cambodia then to Vietnam, Afghanistan, Nicaragua, Angola, and Thailand.
“HCM earns the customer’s trust by being efficient, knowledgeable and having an empathic understanding of their needs. This is how valued relationships are built.” Attending groups discussed these concepts applying them to their local areas of Customer Support Activity (CS) including their prospective Parts/Sales Campaigns. The Online Survey System is an invaluable tool to better understand the customer so specific action plans can be developed based on their needs.
Attendees focused on linking HCM corporate values with customer service.
Participants shared ideas linking company values of respecting people and the land to the best ways of providing innovative customer service. The final day was saved for sightseeing excursions to Hitachinaka-Rinko Works, Odaira Memorial Museum, and the Nakaminato Fish Market. The 3rd HCM Service Advancement Meeting successfully combined education, inspiration and fun executing HCM’s corporate goals and high standards of excellent leadership.