Yamaha Motor Co., Ltd.’s Post

=== Days Gone By===    Together with Outboards – 3. Starting with Developing Countries  <continued>    We slowly but steadily made improvements and resolved the issues causing the complaints, and after a year the outboards were also gradually improving. But I knew the level of progress we made with our outboards still wasn’t enough for them to withstand the harsh use awaiting them in developing countries. It would take time to build an engine that wouldn’t break, but if we halted deliveries and sales until the newly developed engines were ready, we’d lose the markets we’d already worked so hard to secure. The only way to cover this lag time and retain the markets was to improve our post-purchase services as much as possible. After lengthy deliberation, both the engineering and marketing divisions finally agreed this was the best course of action, so I asked Managing Executive Officer Eguchi—he was in charge of sales at the time—to allocate more resources for technical marketing.    I also promised to send somebody from the engineering division well versed in outboard technology to technical marketing, so I made the somewhat painful decision to have Harada-san, the department manager and a key part of our outboard design department, reassigned as the department manager for technical marketing. I did this because I felt that the job was the most important thing we needed for our outboards at the time.    Altering our business methods to compensate for inadequate product reliability with our after-sales services began in earnest with a focus on the developing countries. So our engineers set off together with personnel from technical marketing, running around to every corner of these markets to see them firsthand. My own travels took me from deep in the Amazon in South America to remote areas of Nigeria’s interior in Africa; I saw for myself how our products were being used and I worked hard to improve their reliability.    The reason Yamaha outboards enjoy such a good reputation and have such a large share in most of these markets today is largely based on all the efforts we made back then. The engineering and marketing divisions worked very hard and it was worth it in the end; we knew that if we could ensure reliability in developing countries, there would be no problems with durability in other markets. You could say that the starting point for the quality and the marketing policies of Yamaha outboard motors has its roots in making them a viable business in developing countries.    Photo: A Yamaha service engineer providing instruction to local mechanics in Papua New Guinea <ends>    #Yamaha #RevsyourHeart #marine #outboards #outboardmotors #manufacturing #engineering #history #design   

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