CANADA CONTEST REPORT 2016
-
COMPETITION OUTLINE
The contest is organized as part of the Yamaha Motor Co. Ltd. global service education plan that YMCA continues to promote under the theme "One to One Service ? We create a good relationship with each customer." The goal is to help increase customer satisfaction by improving the skills of Yamaha service personnel and build a stronger consciousness of the global Yamaha group. The contest was created to recognize and reward technicians for their product knowledge and expertise in the YTA. The Canadian champion will be awarded an all-expense paid trip to Japan where he/she will compete in the 2016 World Technician Grand Prix.
In addition, we shall begin the process of expanding the competition to include the Service Manager/Advisor who can deliver the highest levels of customer service.
CONTEST EVENT
There are 3 stage on Canadian Technician GP
Stage 1: Using the Canadian on-line training system, competitors had to answer 50 question exam in 1 hour. Competitors who scored higher than 70% went through to 2nd Stage.
Stage 2: The second stage was using their new YDT version 3 tool. Competitors had to use the YDT3 connected to a new motorcycle and answer questions about the available screens and functions.
Stage 3
The third and final stage will be held at Yamaha's head office in Toronto.
The top 10 technicians will be invited to compete for the Canadian Technician Grand Prix Champion title.
The final two-day competition will be held June 14th (test day) and June 15th (sightseeing tour and awards ceremony).
Stage 3 will be judged on total points gained from testing the technician's skills in four areas:
(1) A written exam on the history of Yamaha, motorcycle engineering, Yamaha products and market situations.
(2) Practical technical skills tests, including use of YDT and PC skills.
(3) Measurement tests. (4) A consumer reception/relations skills test.
Electrical circuit
Wheel Build
YZF-R1 No Start
Customer delivery
YDT Lab
Precise measuring
NTGP WINNER AND WTGP PARTICIPANTS
PROFILE
| Name: | Luke Pakkala |
|---|---|
| Dealer: | Oakville Yamaha |
| Working experience at Yamaha: | 10 years |
Elio Arditi, Chaw Xing,
Scott Fleury, Luke Pakkala
Oakville Yamaha
Oakville, Ontario
Luke playing hockey (hobby)
Luke and wife Jennifer
- What motivated you to take up the WTGP challenge?
- The encouragement of the Yamaha Motor Canada service team, my friends in the industry and my family. I have had many great teachers, mentors and instructors over the years and their encouragement to continuously improve my skills and abilities lead me to strive for one of our industries highest honours: competing for my country at the World Tech GP.
- What effort did you make to win the National Contest?
- In order to prepare for the National finals, I focused my efforts on the basics: product knowledge, good work habits, and slowing down. I made sure that I did not rush and that, once I was completed I took a deep breath, relaxed and went back through the procedures mentally. No matter what happened during the contest, I tried to treat each lab like a brand new day.
- Let us know the activities or services your shop is doing to go beyond the expectations of the customers, if any.
- I try to explain our repairs and maintenance in as great detail as each customer wants and needs. Sometimes customers just want an overview, other times they need all the gritty details and measurements. By providing them (the customers) with all the information they want, it can increase their comfort level with our abilities and services.
- When do you find your job rewarding?
- Anytime we are able to exceed a customer's expectations, whether it be: turnaround time or accomplishing something they thought impossible. I love hearing customer's stories from months and thousands of kilometers after they picked the bike up, and how happy they still are.
- What is your favorite point about Yamaha?
- The willingness of all levels of the business to listen to the people at the sharp end of the stick. The people who work with the products every day and interact with the customers have invaluable firsthand knowledge. When representatives from Yamaha Motor Co. are willing to ask dealership staff what works and what doesn't, it shows a commitment to constant improvement and learning.
- What challenge do you want to take up or be passionate about in your work from here on in?
- I would like to continue to improve my teaching and management skills. I would like to expand my focus on teaching habits for engaging employees, apprentices and future apprentices. The ability to be proficient at a set of skills is only the surface. Being able to pass those skills on and allow others to expand their horizons in the process is my ultimate goal.
- What are your aspirations for the 2016 WTGP?
- Don't forget to have fun. Competition is stressful, but it is meant to remind you about the strong core skills that will serve you as technicians for the rest of your career.