HOMECorporateManagementQuality & Service Management

Quality & Service Management

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Ongoing efforts to manage quality

Hyundai Motor Company’s made a full-fledged roll-out of quality management in 1999. To reinforce its commitment, it established the Hyundai quality department that reports directly to the Chairman in Sept. 2002, to improve global customer satisfaction, it integrated the maintenance and quality control operations and established a quality control organization overseas. A 24-hour, 365-days-a-year “Global Quality Situation Room” was established in 2004 to enable the company to respond in real time to diverse quality problems that may arise anywhere in the world. Moreover, top managers from every department gather to discuss quality-related issues in a quality meeting held twice a month. The company believes that supplying zero-fault vehicles is a basic responsibility and fundamental requirement to build customer satisfaction. This is why it makes ongoing efforts to conduct quality-driven management.

Brand innovation driven by quality

Putting into practice the Chairman’s belief that no compromises must be made when it comes to quality, Hyundai Motor Company is reinforcing transparency and ethics in quality management. It embraces customer-centric thinking and conducts practical onsite quality-control activities to be a step closer to offering the quality standards that customers demand. Moreover, through ongoing communication with customers at all contact points, the Company is conducting market-driven quality management that encourages customers to feel pride about the brand. Hyundai will continue to prioritize quality in management to become a Best Buy brand that customers desire.

We tailor our
services to
customers’ needs
to ensure
that every moment
with Hyundai Motor Company
is special

Customer-centric smart services

As part of ongoing efforts to furnish customer-friendly services and to increase the credibility and efficiency of maintenance, Hyundai Motor Company began to automate its service centers across the world in 2014. From the time of arrival until departure, every procedure is managed electronically to facilitate communication and offer customer-oriented services. Separately, to improve fundamental vehicle maintenance services that are provided, the company developed and deployed the world’s first next generation diagnostic equipment on a mobile platform with enhanced speed and diagnostic capabilities to detect faults. In 2015, this contributed to improving customer convenience and experience introducing ‘Virtual Guide’, the world first user manual which is applied augmented reality technology. It reinforced management of its Global Service Support Center (GSSC) and implemented high-tech, remote diagnostic technology to resolve difficult repair problems in real-time so that it can guarantee complete vehicle maintenance services to customers worldwide.

Customer satisfaction through differentiated value

Hyundai Motor Company provides world-class services through its global service network to customers across the world. It is making extensive efforts such as launching the automotive industry’s first “Before Service” (free vehicle inspections before breakdowns) to more than four million people worldwide, and expanding “Home-to-Home Service” to facilitate maintenance by offering customers convenient vehicle pick-up and delivery services. Hyundai Motor Company has maintained the highest level of customer satisfaction among domestic and international companies every year. It pays attention to services that enhance customer satisfaction, such as standardizing the Hyundai Customer Care Center’s (HCCC) innovative processes to respond quickly to customers’ requests and providing free car washes to customers that visit showrooms and service centers.