Basic Stance on Services
Since its founding, the DENSO Group has been committed to a policy that states that “products and services are integral.”
In addition to pursuing product quality, the DENSO Group provides services globally based on a commitment to providing the best & most suitable services to customers based on the three following policies.
Offering products that can be used safely and as intended
Offering satisfying products that can be repaired precisely and promptly at a reasonable cost in case of failure
Reflecting customer feedback in product development and improvement, and minimizing inconvenience to customers
Basic Stance on Service Activities
Global Service Structure
The DENSO Group aims to provide services that always satisfy customers from around the world, regardless of region. To this end, the Group is promoting the establishment of a global service structure so that it is able to meet customer needs.
Global service promotion structure
1. Establishment of a global service network
To ensure that its customers receive high-quality and seamless service worldwide, DENSO has established a service network of global sales companies. At the same time, we constantly monitor and evaluate quality in the market and promptly provide feedback regarding market needs and information to the relevant departments. This feedback is reflected in our product development and improvements to services and operations.
In Japan, our designated service station system, which was launched in 1954, currently consists of a network of 707 DENSO service stations (designated service stations and dealerships) belonging to DENSO SOLUTION JAPAN CORPORATION.
Overseas, we have established core bases in Europe, North America, Asia/Oceania, and China. In addition, we have a total of 2,591 DENSO service stations that are operated by 29 overseas sales companies.
DENSO's global service network (as of December 2018)
2. Strengthening of after-sales service
Every year, automobile technology is becoming increasingly more sophisticated and complex. Amid this changing environment, we strive to develop a service network that always goes a step ahead of today’s trends to ensure repairs are made quickly and properly while meeting customer needs and expectations.
In fiscal 2007, in cooperation with DENSO Sales Japan Corporation (now DENSO SOLUTION JAPAN CORPORATION), the Company launched DENSO Diag-Stations that provide the equipment, personnel, and information necessary to promptly diagnose faults in vehicles equipped with advanced technology. These stations are fitted with proprietary DENSO analytical equipment, such as fault diagnosis testers and data recorders, and staff Diag-Meisters, expert personnel who have received proprietary DENSO technical training and have been certified via a DENSO internal examination.
Number of Established Diag-Stations and Number of Certified Diag-Maisters (DM) (Japan)
PIT & GO Automotive Service Station (overseas)
Overseas, growing automobile demand in Asia, Africa, and other emerging markets is generating greater need for vehicle repair, maintenance, and other after-sales services for not only new vehicles but also used ones. To improve customer satisfaction for customers with aging vehicles, we have been establishing authorized shops under the brand name “PIT & GO”* that provide quality and speedy service. As of March 2019, we operate 20 shops in Myanmar, Cambodia, Indonesia, Thailand, Malaysia, Laos, and Singapore.
Together with DENSO service stations, we are engaging in a variety of initiatives to raise the overall level of after-sales service provided by the entire DENSO Group. In doing so, we are strengthening the partnership we have with our service stations.
|Holding a General Meeting of DENSO Service Stations (1955～)||Shares DENSO CORPORATION’s service policies with DENSO service stations and presents awards to excellent service stations.|
|Servicing Skills Competition (1971～)||Targets service engineers at DENSO service stations nationwide. Held for the purpose of improving fault diagnosis and repair skills, customer response capabilities, and awareness required of DENSO service engineers, as well as for creating ties within the service network.|
|Certification of DENSO Eco Service Station (FY2002～)||Holds an environmental campaign every year to check the status of environmental conservation efforts and encourage improvement activities at all DENSO service stations. Service stations that satisfy all of the 28 evaluation items are certified as DENSO Eco Service Stations (591 service stations in fiscal 2019).|
【TOPICS】7th Service Skills Competition National Competition April 2019 (held biannually)
Divided into the three categories of automobile air-conditioning, common rail, and customer service, 21 elite contestants chosen from seven blocks across Japan competed to demonstrate the servicing skills and customer support skills developed in their daily work. The competition not only helps to enhance the skills of service staff but also facilitates self-improvement and self-development through interaction among service engineers.
Automobile air-conditioning competition: Shin Yoshida (Minato Denki Kogyosho Co.)
I am the third generation proprietor of a Sub Service Station. Receiving this award means that my service skills are now on a par with the national level. Going forward, I will work hard so that my reputation as a proprietor and that of my company spreads throughout the country for delivering unparalleled service to customers.
Common rail competition: Daisuke Sasaki (Osanai Battery Co., Ltd.)
I routinely approach repairing with the thought that, in some way or other, I want to fix it for the sake of the customer. However, the element of speed was added to the competition, and so I am glad that I was able to complete it efficiently.
Customer service competition: Shouichi Hamada (Miyazaki Denki Kogyo Co., Ltd.)
While I always strive to ensure that my understanding and the customer’s understanding are in agreement by employing methods such as repeating their words back to them and reviewing the main points of our conversation, I am glad that I was able to do that in the competition. In order to continue to achieve customer satisfaction, I will further refine my customer service skills.
3.Response to Customer (End User) Inquiries
A customer service desk has been established within DENSO in order to respond quickly and appropriately to comments and suggestions from customers. While strictly adhering to secure management of personal information, these complaints, comments, and questions, as well as any responses made, are promptly fed back to the relevant departments. In this way, DENSO works to improve services and operations.
For issues of quality and warranty of OEM products (which are branded by our business partners) supplied to automakers, DENSO asks that automakers’ dealers and service centers provide advice and respond to customer inquiries.
Customer Consultation Process
Inquiries and comments regarding DENSO products
Breakdown of Inquiries by Product
Protection of Customer Privacy
Examples of Responses to Customer Inquiries
Following the widespread expansion of ETC 2.0, we received various inquiries from customers, including the following.
What kinds of new services are offered through ETC 2.0?
I would like to confirm the name (model) of a product using the registered model number.
Are there any models that can be used together with smartphones and car navigation systems?
We added a Q&A section regarding ETC 2.0 within the FAQ section of the product page on our corporate website. We also made improvements that allow us to promptly respond to customer inquiries.
In order to continue to accurately meet the expectations of customers and earn their trust, the DENSO Group and DENSO service stations will continue to work as one team to create products and provide after-sales service that can satisfy customers.