- Improved global road-side assistance program
- Comprehensive training schedules planned for service technicians
SEOUL 13 December 2003 - Kia Motors Corporation is developing an improved overseas service network which will initially encompass dealers in 38 countries and increase the scale and scope of the company`s world-wide roadside assistance program.
At a global service convention held in Korea`s Jeju Island from December 12 to 13, Korea`s second largest automaker released details of the plan, which will also include initiatives to expand the company`s use of the Internet and an overhaul of current service call centers.
"The plan is part of Kia`s drive to raise the overall quality of our after-sales offering in line with our ambition to become a top five global automaker," said chief operating officer Mark Juhn. "After-sales service is a key factor in improving customer satisfaction and raising both the value of our products and the desirability of the brand."
The current plan is just the beginning, he stressed. "By 2010, Kia`s overseas service network will be on a par with the best in the industry."
Kia currently has 13 service related websites in operation, and will add 7 more sites next year, including a management system for technical specialists, an after-sales service standards system, and an overseas quality information system.
The existing European call center, currently located at Kia`s training center in Frankfurt, will extend its reach into the UK, Spain and Italy by June 2003. Further expansions into Latin America, the Middle East and the Asia Pacific are planned by the end of 2003. A new quality call centre will also be opened in North America.
Behind the scenes, Kia is also working to improve the skills of its global team of service technicians. In addition to recruiting more after-sales specialists, Kia will introduce a certification system for technicians based on a new three-step overseas service academy program that will provide detailed training at basic, advanced and master level.
"Our overseas training programs in 2002 met with significant approval from our partners around the world," says executive vice president Sam Park, head of Kia`s Overseas Service Division. "Next year we will build on that momentum and increase the range of our educational programs to ensure that Kia technicians receive all the product information and training they need to provide a truly world-class level of service." Kia held overseas service academies in South East Asia, Western and Eastern Europe, the Middle East and South America in 2002.
The training initiatives will be supplemented by a biannual Skill World Cup event, the first of which was held in April 2002, and an extended program of overseas service roadshows from 38 in 2002 to 57 in 2003.
Founded in 1944, Kia Motors Corporation (www.kia.co.kr) is Korea`s oldest manufacturer of automobiles. A part of the Hyundai Automobile Group, the company currently exports around 600,000 vehicles per year through a network of distributors that covers 190 countries. Kia Motors is the major sponsor of the Australian Tennis Open.