Establishment of CS (Customer Satisfaction) unit. ~ From our base in Thailand, we support manufacturing businesses in ASEAN countries, such as production automation! (Part 1)

10/11/2020

Ryota Nakamura

Managing Director

YN2-TECH

▲Photo shoot at the entrance of the YN2-TECH office, a change from the usual YNII-café

Hello. I'm Nakamura from YN2-TECH. We are a company that supports manufacturing companies in all aspects in Thailand.

Six months have passed since our first article was published in April 2020. We have been receiving consultations and projects from various customers, such as "Let's do development together" and "We want to challenge XX". The project areas are also diverse and covers a wide area such as India, Mexico, South Africa, Malaysia, Vietnam and UAE. The number of employees has increased to 45, with the average age in the early 30s, and we have grown into a very vigorous company. We have received so many opportunities from our customers and are making a strenuous effort every day.

On the other hand, as the number of projects increases, I feel that there are some areas where customers are not being followed up sufficiently. We are doing our utmost to provide after-sales service, but we are concerned that the speed and quality of after-sales service may slow down as we expand our business in the future. In response to this situation, we decided to establish a new CS unit in addition to the engineering and designing unit.

What is the CS (Customer Satisfaction) unit of YN2-TECH?

CS stands for Customer Satisfaction. We will hire a Japanese engineer dedicated to CS and focus on customer follow-up with Thai staff gathered from each department in the company.

YN2-TECH is manufacturing in a fabless (* it does not have its own factory) style, so in order to bring out our own features, we value the mindset of own concept drafting, prototyping, selecting elemental parts, making final adjustments, and shipping with our own touch. This makes it possible to respond with speediness. Taking such actions, we are in position to respond immediately to any problems.

YN2-TECH

▲ Machine tools used in-house

YN2-TECH is a company that supports clients closely side-by-side

I feel that people who are considering implementing production automation at a manufacturing site in Thailand are facing problems. The reasons are "No time to think about the concept", "Insufficient budget", "Insufficient human resources" and so on. Japanese personnel in charge of production technology and development stationed in Thailand need to also perform other tasks such as factory management, production management, and reporting to the Japanese head office, which is causing the Japanese staff to feel overworked.

COVID-19 has had a major influence, such as decrease in production, which one may think leads to less work, but that’s not the case. Instead, it has forced staff to make various judgments, such as production adjustments, decisions on operation/suspension of factory lines, number of employees, etc.

Companies that had expanded into China are shifting to Vietnam and other countries one after another and are beginning to make cheap and high-quality products, and the market is demanding higher value-added products from Thailand, as well as differentiation from neighboring countries such as Cambodia, Laos, Myanmar, and the Philippines. Therefore, companies and factories in Thailand are facing challenges such as the desire “to automate more", "to simplify the development process", " to promote DX (digital transformation)", and "to adapt to IOT".

We want to be a company that can be relied on by those Japanese personnel who are dispatched from Japan having such problems. Furthermore, we aim to be a company that can also be trusted by Thai people saying, "If we rely on YN2-TECH, it will go well." The image is that of supporting customers by their side, like an undercover agent and secret service. At the same time, we consider after-sales service, repair service, maintenance, complaint handling, and trouble response are also important.

In order to be aggressive, fortify the defense.

▶︎Continue to the Part 2

YN2-TECH

▲Focus on creating an office environment where staff can work comfortably. Designed and constructed by Mr. Yamashita's company (TATTAYA SEKKEI COMPANY LIMITED) who participated in a roundtable discussion with managers in their 30s in Bangkok

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