Dimenzije ispitnog tijela prema standardu HRN EN ISO 527-4

Participants in FY March 2013 Contents Technical Training Standard Training Approx. 1,200 Training program to cultivate diagnostic skills, etc. tailored to each individual’s existing skills and experience New

Model Training

Approx. 250

Training program to acquire skills related to new model vehicles

Business Training

Standard Training Approx. 750

Training program to instill customer service skills needed for boosting customer satisfaction, increasing profi tability, and bolstering productivity

k Mazda Training Center Taibi

l Mazda All-Japan Service Skills Competition 2012

m Mazda Service Skills Youth Competition 2012

■ Training for Service Staff

Mazda has its unique training and qualification systems and provides the below training programs for its dealership service staff (engineers, advisors). Mazda also promotes cultivation of higher class qualification holders and their deployment to each shop. j

● Technical training program for engineers to improve technical service skills

● Business training program for advisors to improve customer service performance and management skills

<FY March 2013 Results>

● Rate of deployment of engineers with Class A*1 _{qualifi cation (highest-class qualifi cation for}

engineers) to each shop in Japan: 80%

● Rate of advisors with Class B*1 _{or higher qualifi cation: 80%}

<Mazda Training Centers in Japan>

Mazda operates training centers in Hiroshima and Kanagawa Prefectures. At these two centers, the “blended training” style is adopted, which requires trainees to receive preparatory lessons through e-learning before group training, so that more hours can be spent training on actual vehicles and equipment. Through role-playing and group practice, trainees also learn professional customer service skills. At Mazda Training Center Taibi in Hiroshima Prefecture, 14 instructors belonging to Japan Automobile Service Promotion Association also learned about new technologies in FY March 2013. This training center aims beyond the Mazda Group to help spread excellent vehicle maintenance techniques. k

■ Service Skills Competitions

Mazda All-Japan Service Skills Competitions

Since 1963, as an opportunity for staff members to compete in various skill categories, the Company has hosted annual Mazda All-Japan Service Skills Competitions for dealership service staff in Japan. Professionals with a high level of customer service skills and maintenance engineering have been cultivated through these competitions. Marking its 47th year in FY March 2013, the Mazda All-Japan Service Skills Competition is one of the oldest competitions of this kind hosted by Japanese automobile manufacturers. l

Mazda Service Skills Youth Competition

The 3rd Mazda Service Skills Youth Competition, established in FY March 2011 targeting new staff members (working for three years or less), was held. m

*1 Consisting of Class A (highest class), Class B (middle class), Class C (elementary class), and nonqualifi ed.

Mazda All-Japan Service Skills Competition 2012 / Mazda Autozam All-Japan Service Skills Competition 2012

Schedule: regional/branch competition: June-Aug.; national competition: Oct. Teams participating in national competition: 24 teams

Events: paper test, skills test

Mazda Service Skills Youth Competition 2012

Schedule: 1st preliminary competition: May; 2nd preliminary competition: June; fi nal completion: October

Participants: 621 in 1st preliminary competition, 138 in 2nd preliminary competition, 18 in fi nal competition

【Overseas Efforts】

■ Training Program for Service Trainers

Mazda operates training centers in the United States (North America, and Central and South America), Germany (Europe), China, and Thailand (Southeast Asia), with programs conducted for trainers and service staff at dealers in these regions. n

n Training for Overseas Service Trainers, held at the Mazda Training Center Taibi in Japan (Participants from regions other than Europe and America)

Training Participants in FY March 2013 Technical

Training

New Model

Training 35

Business Training 4

TOPICS <Indonesia> Service Skills Competition was Held

In June 2012 the Mazda Service Skills Competition was held for the fi rst time in Indonesia. The competition aims to encourage staff members to improve their technical skills and customer service performance, and to raise the motivation of service staff and inspire dealers to promote human resources development, by having staff members compete in the skills, acquired through their daily operations and training. Ten engineers and five advisors participated in the final competition after passing the preliminaries, with the top three receiving awards.

In Indonesia, staff members are encouraged to acquire qualifi cations. At present, around 60% of engineers and around 85% of service advisors hold technical qualifi cations.

Engineers and service advisors at Service Skills Competition

Customer relations skills completion for service advisors Vehicle diagnostics skills

p Rate of Prompt Allocation from Mazda to Parts Suppliers

o Rate of Prompt Delivery from Parts Suppliers to Dealerships 90 95 100 （%） FY March 2013 95.8 1Q 95.8 2Q 95.8 3Q 95.7 4Q 95.7 90 95 100 （%） FY March 2013 98.5 1Q 98.8 2Q 98.5 3Q 98.4 4Q 98.1 q r s

To avoid making customers wait for maintenance service, timely delivery of necessary parts is important. To this end, Mazda is reorganizing its networks on a global scale to promote the speedy delivery of parts from parts manufacturers to dealerships for maintenance.

■ Examples of Reorganization of Parts Supply Networks in Japan

Nighttime wide-area delivery was enabled by the integration of parts inventory centers into three depots (Chiba, Nagoya, Hiroshima).*1 _{Most parts can be delivered to each shop before}

the start of work on the day after an order is placed. o

● _{Effi cient order-receiving through integration of call centers}

Inquiry centers for customers were integrated into four call centers (Tokyo, Nagoya, Osaka, Fukuoka)*2 _{to enable efficient order-receiving operations and swift, accurate}

parts supply.

●_{364-day operation}

The number of operating days per year is 364 (closed only on New Year’s Day), so that inquiries from customers can be responded to at any time.