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1. Global Technical Support Summit Sep. 27 to Oct. 2, 1999 MCSD in London

2. Overview of Mazda Organization Technical Support Activity Technical Information Tool/Equipment Diagnosis Equipment (WDS) Technical Hotline Technical Training Mazda’s Propose

5. Location of Overseas Factories SAMCO WMMI KWML IVMC Mavesa MARE CCA PTNA AMI & AAIS FMC & CAC VMC AAI AAT FLH Sind Swaraj

6. Market Condition in Japan

7. Organization

11. Technical Information (Service Manual)

12. Workshop Manual Development and Production Process

13. Owner’s Manual Development and Production Process O

14. • Expenses and it’s Recovery 1) Service Manuals 2) Owner’s Manual

15. • Service Manual — Co-Development/ Sharing with FORD & MAZDA Ranger  B-Series J14(M)  U204(F) Fiesta  121 B-Series  Ranger Bongo FRENDEE  FREDA FAMILIA  LASER CAPELLA  TELSTER PREMACY  IXION DEMIO  FESTIVA MINI WAGON J14(M)  U204(F) Ranger/ Courier  B-Series E-Series  Econovan 323  LASER Blue: MAZDA supplies manuals to FORD. Red: FORD supplies manuals to MAZDA. Black: MAZDA and FORD co-develop manuals. North America Japan Asian Pacific Europe

16. • Issue : １） Integration of vehicle development system to retrieve necessary engineering information for manual development. ２） Integration of DTP (Desk Top Publishing) systems ３） Integration of manual format In addition to co-development of individual project as mentioned, we want to study the feasibility of integrating manual development processes and systems. • Concern:

17. Special Service Tools (SST)

19. Business Flow for SST MC Kowa Japan Trading Company 4A AKS USA EC Suppliers Europe SPX Australia

21. Diagnostic Equipment

22. Worldwide Diagnostic System (WDS)

23. One Tool ~ One Process ~ One Market FDS 2000 Reduced Paper Diagnostics Required for Link Based Diagnostic Systems! SBDS Jaguar PDU WDS NGS PC / ED F D S 2 0 0 0 F D S 2 0 0 0 P PDU. U F D S 2 0 0 0 Jaguar PDU WDS Strategic Objective

25. 2000 1999 2001 WDS introduction NGS phase-out By August, 2000 By February, 1999 ＊ H/W ＊ S/W ＊ H/W ＊ S/W August, 2000 to Worldwide Market Introduction Schedule

26. After-sales service Introduction quantity - Basically, same as Ford’s business structure - Understudy with Ford in detail

27. Technical Hotline Japan Overseas USA

28. Customer Service Outlet Service Staff Dealer Service Administration Complain Bring the car into a garage. Inquire Reply Inquire Reply Inquire Reply Mazda MC Region Hotline Team Regional Office Inquire Reply 9 engineers + manager Departments concerned Information Collection Database (S/I, etc.) Support TSC/TSS 8 regions 91 engineers 4 locations / 21 locations 16 members / 33 members

29. Technical Service Center: 4 locations ● Technical Service Station: 21 locations ▲ Sapporo Sendai Tokyo Kunitachi Nagoya Osaka Hiroshima Fukuoka

30. Outline of Technical Hotline

31. Technical Hotline (Overseas) Service Complain Bring the car into a garage. Inquire Reply Inquire Reply Inquire Reply Mazda Inquire Reply 50 Overseas Fields Service Dept. members Departments concerned Information Collection Database (S/I, etc.) 27 engineers in 11 offices Customer Dealer Distributor MC Representative Office

32. Mazda Overseas Service Representatives : ◎ 27 engineers in 11 locations Leverkusen (4) Frankfurt (5) Dubai (2) Rayong (1) Melbourne (1) Irvine (6) Toronto (1) Detroit (2) Beijing (1) Jacksonville (3) MNAO Miami (1) Mazda: Hiroshima MNAO

33. Inquiry Reply Departments concerned TSD (Technical Service Dept.: 10 members) FQS (Field Quality Support: 6 members) Region QA Staff (2 members x 5 regional offices) Information Collection Database Hotline Database (All hotline call logs) R/I Database (Repair Information) Approx. 2,800 records Irvine West Region QA Staff Irvine MNAO Head Office Grand Rapids MDGL QAS Staff Detroit FQS Dept. Factory Rep. New Jersey N/E Region QA Staff Jacksonville S/E Region QA Staff Houston Gulf Region QA Staff MNAO National Hotline

35. Enhance Plan ☆ Reinforcement of Technical Hotline Establish an on-line system to provide information.

36. Technical Training

38. Training Activity Flow MC Japan MNAO MME Miami MOM MOB USA & Canada Europe Caribbean Middle East China Other Dist.

39. Training Center Location HEADQUARTERS (2) MNAO MIAMI MCI MOA MOB MOM MME Tokyo

42. Mazda’s Propose

43. 1. Promote CS - Fix it right the first time To enhance technical skill and to support technical assistance to dealers timely manner 2. Support dealer profitability Bring up technician skill to required level and high quality quickly Objective

47. H.Tamekiyo/ K.Sakajiri