Improving Service Quality at Honda

Abstract:Spotting defects in problem solving, decision making, or project management are fundamental to providing high quality service and support. As a provider of financial services, leasing support, and various sales and marketing-related services to Honda North America's operations, American Honda Motor Company of Torrance, CA sought a training approach that would emphasize the quality that has long characterized Honda's manufacturing operations. A three-phase blended learning model begins with self-paced online exercises in effective problem solving and decision making, with instructor interaction. Phase two consists of a workshop to deepen skills learned. In phase three workers resolve job related issues with online support tools and instructor feedback. American Honda's commitment to online learning, in addition to increasing the quality of the actual learning experience, increases the use of learned concepts to impact bottom-line business …

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