Aftersales profile
Chris Twine
Technical Services Manager
I transferred to Mazda Motors UK Limited (MMUK) in August 2001 from the previous Mazda importer, MCL. I had worked for MCL for 4 years prior to the move to MMUK. Prior to my Mazda employment I had worked for Toyota GB for 14 years as technical advisor, customer assistance manager and finally accessory manager.
Along with approximately 40 of my colleagues, who also transferred across from MCL, we all turned up (with some degree of trepidation) at our new office in Dartford in Kent in August 2001. Immediately the culture from all employees and our new directors was one of getting the new company up on its feet, but also ensuring that we have fun doing it. Since August 2001 this culture has not changed, even though the team has increased in size to over 100.
One of the first things that we did back in 2001 was ensure that there were no individual offices and as such everyone, directors included, sat in an open plan office. This has meant that everyone is in view and accessible.
Apart from the open plan office MMUK has a "no blame" culture - something completely different from MCL and I must say a refreshing change. This culture does not mean that no one cares about their job, in fact quite the opposite. Everyone is aware that they are vital to the success of Mazda and you are well aware that a poor job on your behalf will only let your colleagues down. Whilst this does put pressure on you, this is rewarded by the depth of responsibility everyone is given. We are a small team (compared to other car companies selling similar volumes) but everyone pulls their weight to ensure that we regularly exceed our targets.
In addition to the above, everyone in MMUK is given the opportunity to work and influence areas outside their normal roles. For example, everyone in the company is encouraged to get involved in new vehicle launches (the glamorous part of the company) by working on the motor show stand or attending vehicle launches for dealers. As every permanent employee also has the use of a new Mazda car this enables all employees to appreciate the product and then be able to speak with authority to customers and dealers about how good Mazda cars are.
To finish - this is the only company that I do not dread getting up on Monday mornings for!
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