The document outlines the global technical support activities of Mazda, detailing their organizational structure, historical milestones, and the various services provided, including technical training and hotline support. It discusses integration efforts in vehicle development, diagnostic systems, and the creation of a global standard for technical support. Additionally, it highlights the importance of enhancing dealer profitability through improved technical skills and support systems.

1. Global Technical Support Summit Sep. 27 to Oct. 2, 1999 MCSD in London

2. Overview of Mazda Organization Technical Support Activity Technical Information Tool/Equipment Diagnosis Equipment (WDS) Technical Hotline Technical Training Mazda’s Propose

3. Mazda History Jan. 30, 1920 Toyo Kogyo 1933 Three-wheel Truck 1958 Small-sized four-wheel truck 1960 Passenger car (R360) May 1967 Mazda 110S (Rotary Engine) May 1984 Mazda Motor Corporation May 1991 Win the Le Mans 24-hour race

4. No. of Distributors & Dealers Japan 318,866 NA 1,702 N. America 240,547 7 982 Europe 267,140 29 2,437 Others 170,235 111 1,390 Total 996,788 147 6,511 Dist. Dealers Sales (‘98)

5. Location of Overseas Factories SAMCO WMMI KWML IVMC Mavesa MARE CCA PTNA AMI & AAIS FMC & CAC VMC AAI AAT FLH Sind Swaraj

6. Market Condition in Japan

7. Organization

8. Customer Service Planning & Administration Customer Service Profit Analysis Accessory Service Marketing Strategy Parts Supply & Engineering Information Domestic Dealer’s Field Service Overseas Field Service Field Quality Information Vehicle Service & Program Customer Service Mr. A. Betancourt + 648

9. Field Quality Administration Gr Technical Hot Line Gr Current & Past Model Support Gr Field Quality Information Dept. Mr. H. Tamekiyo + 59

10. Upstream Service Program Service Material Planning Diagnosis Service Planning Technical Service Training Vehicle Service & Program Dept. Mr. K. Nii + 96

11. Technical Information (Service Manual)

12. Workshop Manual Development and Production Process

13. Owner’s Manual Development and Production Process O

14. • Expenses and it’s Recovery 1) Service Manuals 2) Owner’s Manual

15. • Service Manual — Co-Development/ Sharing with FORD & MAZDA Ranger  B-Series J14(M)  U204(F) Fiesta  121 B-Series  Ranger Bongo FRENDEE  FREDA FAMILIA  LASER CAPELLA  TELSTER PREMACY  IXION DEMIO  FESTIVA MINI WAGON J14(M)  U204(F) Ranger/ Courier  B-Series E-Series  Econovan 323  LASER Blue: MAZDA supplies manuals to FORD. Red: FORD supplies manuals to MAZDA. Black: MAZDA and FORD co-develop manuals. North America Japan Asian Pacific Europe

16. • Issue : １） Integration of vehicle development system to retrieve necessary engineering information for manual development. ２） Integration of DTP (Desk Top Publishing) systems ３） Integration of manual format In addition to co-development of individual project as mentioned, we want to study the feasibility of integrating manual development processes and systems. • Concern:

17. Special Service Tools (SST)

18. 1. New Project Information 11 months before MP 2. Study for Necessity of SST Study for usability of existing SSTs 3. Develop the New SST Task force with Supplier 4. Inform to Distributor by Service Information SST Development Process MP 4 1 2 3 11 M 8 M 1 M

19. Business Flow for SST MC Kowa Japan Trading Company 4A AKS USA EC Suppliers Europe SPX Australia

20. Minimize New SST by improving service- ability of Vehicles Propose Creation of global SST supply network for all the Ford family Objective

21. Diagnostic Equipment

22. Worldwide Diagnostic System (WDS)

23. One Tool ~ One Process ~ One Market FDS 2000 Reduced Paper Diagnostics Required for Link Based Diagnostic Systems! SBDS Jaguar PDU WDS NGS PC / ED F D S 2 0 0 0 F D S 2 0 0 0 P PDU. U F D S 2 0 0 0 Jaguar PDU WDS Strategic Objective

24. Worldwide Diagnostic Development Environment One Process Jaguar Coventry Mazda Ford Dearborn Ford Dunton Consistent Diagnostic Architecture / Philosophy Modular, Reusable Software Library Worldwide Connectivity to Central Data Base Central Planning Information Shared Technical Information Common Development Environment

25. 2000 1999 2001 WDS introduction NGS phase-out By August, 2000 By February, 1999 ＊ H/W ＊ S/W ＊ H/W ＊ S/W August, 2000 to Worldwide Market Introduction Schedule

26. After-sales service Introduction quantity - Basically, same as Ford’s business structure - Understudy with Ford in detail

27. Technical Hotline Japan Overseas USA

28. Customer Service Outlet Service Staff Dealer Service Administration Complain Bring the car into a garage. Inquire Reply Inquire Reply Inquire Reply Mazda MC Region Hotline Team Regional Office Inquire Reply 9 engineers + manager Departments concerned Information Collection Database (S/I, etc.) Support TSC/TSS 8 regions 91 engineers 4 locations / 21 locations 16 members / 33 members

29. Technical Service Center: 4 locations ● Technical Service Station: 21 locations ▲ Sapporo Sendai Tokyo Kunitachi Nagoya Osaka Hiroshima Fukuoka

30. Outline of Technical Hotline

31. Technical Hotline (Overseas) Service Complain Bring the car into a garage. Inquire Reply Inquire Reply Inquire Reply Mazda Inquire Reply 50 Overseas Fields Service Dept. members Departments concerned Information Collection Database (S/I, etc.) 27 engineers in 11 offices Customer Dealer Distributor MC Representative Office

32. Mazda Overseas Service Representatives : ◎ 27 engineers in 11 locations Leverkusen (4) Frankfurt (5) Dubai (2) Rayong (1) Melbourne (1) Irvine (6) Toronto (1) Detroit (2) Beijing (1) Jacksonville (3) MNAO Miami (1) Mazda: Hiroshima MNAO

33. Inquiry Reply Departments concerned TSD (Technical Service Dept.: 10 members) FQS (Field Quality Support: 6 members) Region QA Staff (2 members x 5 regional offices) Information Collection Database Hotline Database (All hotline call logs) R/I Database (Repair Information) Approx. 2,800 records Irvine West Region QA Staff Irvine MNAO Head Office Grand Rapids MDGL QAS Staff Detroit FQS Dept. Factory Rep. New Jersey N/E Region QA Staff Jacksonville S/E Region QA Staff Houston Gulf Region QA Staff MNAO National Hotline

35. Enhance Plan ☆ Reinforcement of Technical Hotline Establish an on-line system to provide information.

36. Technical Training

37. Training Courses Japan Overseas New model Before Pub. Before MP to Dealers to Training C./Dist. Intensive - Link with Qualifi- - Conduct by each cation system Dist. - Onsite Training - Training C. conduct - Correspond. Training special courses

38. Training Activity Flow MC Japan MNAO MME Miami MOM MOB USA & Canada Europe Caribbean Middle East China Other Dist.

39. Training Center Location HEADQUARTERS (2) MNAO MIAMI MCI MOA MOB MOM MME Tokyo

41. Technical Qualification System Japan - 4 Level Qualification (8,358 - ‘99.7) A: 1,322 B: 2,402 C: 3,462 D: 672 - Ford Japan: Same as Mazda’s system Overseas MNAO, MCI, Hong Kong, Singapore, Thailand, Chile Issue: Expand Qualification System to major market to provide the same high quality service

42. Mazda’s Propose

43. 1. Promote CS - Fix it right the first time To enhance technical skill and to support technical assistance to dealers timely manner 2. Support dealer profitability Bring up technician skill to required level and high quality quickly Objective

44. Establish Global Technical Support Standard Fix it right the first time - CSI Dealer technical performance - Qualification system & allocation standard Profitability per technician - Sales amount/month Training requirement - N% of working days 100% of dealers participate new model training Hotline assistance - Answer & correct rates

45. Form Subcommittee Assign chairman and sub-chairman on each subject to promote synergy 1. Technical Service Information & Manual 2. Tool/Equipment 3. Technical Hotline 4. Technical Training Curriculum/Facility

46. Determine Main Responsibility 1. Ford global technical support is main responsibility for whole world to promote global synergy activity 2. Each brand is responsible own brand 3. Make responsibility party for each major market to coordinate among the brands

47. H.Tamekiyo/ K.Sakajiri