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Hyundai History
Total Quality Management
Hyundai’s Quality System
6 ? sigma
Recognition of Quality
Conclusion
CONTENTS
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1967 Hyundai Motor Company is incorporated
1998 Acquisition of Kia Motors
2000 Incorporated first Korean automotive group
2003 Exports exceed 1 million units; 10 billion dollars
First in Korean Industry Customer Satisfaction for 10 years running
2004 New record for Korean exports of 10 million units exported
2005 Enters 100 Best Global Brands
2006 Sixth worldwide in total production
2008 Top place for eighth consecutive year in national customer satisfaction survey (NCSI)
2009 Selected by JD Power new-car quality survey as first in general brand category
2xxx One of the fastest growing brands in the motor industry
Ranked No1. by AutoBuild Quality satisfaction inv…(생략)
1. operating customer service center
2. Development of “HCSI “conducts Customer Satisfaction Survey Annually
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on
Process design
Purchasing
Service/product design
Problem-solving tools
Benchmarking
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They to make it their goal to keep
promises to their customer
The best quality, and service means being the most competitive
Services managed with detailed interest, and concern. Perfection
Total Quality Management
Hyundai`s Beliefs on Quality
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Customer satisfaction
Hyundai has a long-term vision of “innovation for customer”
Philosophy that prioritizes customer satisfaction
Goal of high-value that improves brand and emotional connection
TQM ? Customer satisfaction
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Improve Customer satisfaction
1. operating customer service center
→Voice Of Customer
→ Receive a review of customer
complaint on the internet or telephone
→ customer receives expert’s advice
→ Analyze VOC
→ improve the business process
2. Development of “HCSI “conducts Customer Satisfaction Survey Annually
→ Continually indentifies challenges to
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