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.
- 1) Offering products that can be used safely and as intended
- 2) Offering satisfying products that can be repaired precisely and promptly at a reasonable cost in case of failure
- 3) 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 716 DENSO service stations (designated service stations and dealerships) belonging to DENSO Sales Japan Corporation.
Overseas, we have established core bases in Europe, North America, Asia/Oceania, and China. In addition, we have a total of 4,054 DENSO service stations that are operated by 29 overseas sales companies.
Number of service stations
DENSO's global service network (2018 April)
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, 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 possess Diag-Masters, expert staff 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 (Japan)
PIT & GO Automotive Service Station (overseas)
Overseas, growing automobile demand in Asia, Africa, and other emerging markets is generating greater needs 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 2018, we operate 18 shops in Cambodia, Myanmar, Indonesia, Thailand, Malaysia, Laos, and Singapore.
* Jointly operated with Toyota Tsusho Corporation and Aisin Seiki Co., Ltd.
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.
Initiatives of DENSO Corporation (Japan)
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
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 (598 service stations in fiscal 2018).
Sixth Nationwide Service Skills CompetitionServicing Skills Competition (April 2017)
We held a national competition in which 21 employees selected from our service stations across Japan participated. These employees showcased their technical skills, competing in the three categories of battery charging systems, common rails, and customer service. Not only did this competition help to maintain and improve the capabilities of our service station staff, it also motivated them to pursue self-improvement through interaction with other service station engineers.
We aim to enhance the 3Rs of water when selecting equipment to use. This means minimizing water consumption (Reduce), using spent water again (Reuse), and treating and re-circulating water (Recycle).
Charge System Competition: Masanori Harada (Aihou Denki Co., Ltd.)
The Servicing Skills Competition is an extremely positive stimulus, providing an opportunity to improve service skills and increase motivation. At the nationwide competition, my perspective was broadened through conversations with the other participants gathered from around Japan.
Common Rail Competition: Makoto Murota (Nakagawa Denki Inc.)
As automotive technologies become increasingly complex, I want to be able to provide solid support and services that continue to satisfy customers through information and training on new technologies provided by DENSO.
Customer Support Competition: Tomohiro Miura (Osanai Battery Co. Ltd.)
When my name was called as the winner, I was overwhelmed with an incredible sense of joy and accomplishment. More than anything, I was pleased with this assessment of my daily work efforts and filled with confidence.
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.
Detailed flow of customer service
Inquiries and comments regarding DENSO products
Breakdown of Products
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.