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Hyundai: Case Study
Hyundai: Case Study
Prasanthkumar,
Aakshy pai,
Essakiraja .A.P
Rajagopal.G
CASE STUDY
CASE STUDY ON LABOUR PROBLEMS IN THE EARLY
2000S AND BEAT THE BEAR MARKET WITH BEHAVIOURAL
Abstract:
Hyundai Motor Co., formed in 1967, was a part of the large South
Korean Chaebol - the Hyundai Group - until the group split in
September 2000. In the last four decades, Hyundai managed to
establish itself all over the world as a company producing reliable,
technically
sound
and
stylish
automobiles.
In the 90s, the company started aggressive overseas expansion
programs. By the late 90s, when Southeast Asian crisis struck, the
company like all the other chaebols, faced serious financial problems.
To survive, it had to cut its labor force. The company offered various
retirement schemes, unpaid leave for two years, etc. to workers, and
expressed its inability to support its entire workforce in the slack
period.
The unions refused to compromise and the management too held its
ground. Finally, the government intervened to force a negotiated
settlement between the union and the management.
"If the company refuses to accept our demands, we have no choice but
to go on a full-fledged strike. As the union leader, I cannot control the
anger of the union."
Introduction
The Hyundai Motor Co. (Hyundai), South Korea's largest automobile
manufacturer was in the midst of acute labor problems in the late
1990s and early 2000s. Until the mid 1990s, Hyundai had been
successful in handling South Korea's traditionally disruptive labor
unions. It had kept strikes at bay with nearly double-digit pay hikes
and other benefits. But the Southeast Asian crisis and the general
slump in the automobile industry in the late 1990s forced the
company to restructure and cut down jobs. However, the Hyundai
labor union and workers rebelled against the management's efforts to
restructure the organization and the company faced strikes and
worker unrest repeatedly from late 1990s to early 2000s.
Members of the Hyundai group such as the Hyundai Construction and
Engineering and Hynix Semiconductor were also facing financial
troubles at the time, and were on the brink of insolvency.
Founder chairman of the Hyundai Group, Chung Ju-yung
commented, "We are losing our international competitiveness."
Regretting the continuous labor unrest, he said, "Wages have doubled
in
three
years
and
productivity
has
gone
down."
The labor problems Hyundai faced were not an isolated case in South
Korea. By the late 1990s, the chaebols had grown into large
mismanaged structures with many having several unprofitable units.
During the economic slump of the late 1990s, most of these chaebols
There was also mounting pressure from the IMF on the South Korean
government to undertake strict economic reforms and restructuring
measures. The labor unions, which have traditionally been very
strong and influential in South Korea, felt threatened.
Since jobs were being cut, social unrest and a feeling of insecurity
among the labor class was rising. The unions resorted to extreme
measures in an effort to establish their authority. Although, all over
South Korea, companies were facing labor unrest, Hyundai was
among those that were hit the most.
An Overview of the South Korean Economy
Until 1960, South Korea focused on agricultural development. But a
series of five-year plans, the first of which was implemented in 1962,
greatly altered the economic structure of South Korea. Starting from
1962, economic policies were geared towards industrial growth.
Export promotion and import substitution were the key elements in
South Korea's growth plans. The industries of electronics,
telecommunication, automobile production, chemicals, ship building
and steel were the major thrust areas.
Business in South Korea was predominantly controlled by a few large
conglomerates or chaebols. Chaebols were industrial groups that were
established after the Korean War in early 1950s. They differed from
other corporate organizations in the sense that they were still largely
controlled by their founding families and were not managed by
professional
corporate
managers.
All decisions, expansion plans and company policies were made by
the members of the founding families, who occupied the top positions
in Hyundai.
Workers at the Ulsan plant went on a two-day strike in December
2001, demanding higher wages and higher bonuses. They also
demanded a 30% share in the profits that year as a performance
bonus.
The management clarified, that though the company had done well
that year, it could not afford performance bonuses to the tune of 30%
of profit. The reasons given were: firstly, the increased influx of
imported cars into South Korea was bound to hurt Hyundai's market
share
and
margins
in
South
Korea.
Secondly, General Motors' purchase of Daewoo was a threat that
could not be ignored or taken lightly, and the company had to gear
itself up to be able to compete with General Motors, and lastly, the
most important reason stated was that due to the appreciation of the
Korean won, Hyundai cars were becoming less competitive in
international markets and profitability consequently would be hurt...
Marketing
Hyundai Beat the Bear Market with Behavioural
In an effort to take the bull by the horns in this bear market, Hyundai
used behavioral segmentation to identify what was keeping prospects
from buying. Using this information, the company then developed a
strategy enabling customers to part with their hard-earned dollars
more easily.
What can you learn from their example: In every market change, even
a downturn, behavioural segmentation is a powerful toolone that
can make your product or service stand out.
Talk to Target Prospects
What their needs are. How have they been impacted by recent
events?
Sort Findings
Take a hard look at your data and sort groups with similar
characteristics to determine which segments to target. Hyundai
discovered as the market changed so did their segmentation.
Significant numbers of prospects were no longer focusing on gas
mileage performance and they weren't necessarily looking for more
discounts. Armed with strategic customer insight, Hyundai identified
a business opportunity.
Define Segment
The company determined fear of losing a job was a barrier preventing
prospective buyers from purchasing a car. After defining the segment,
Hyundai developed and aligned sales and marketing strategies to
reach this new segment. By targeting prospects concerned about job
security, Hyundai broadened their audience and increased the number
of customers who looked at their cars.
Noted David Zuchowski, the companys vice president of national
sales, in a New York Times article: "It doesn't matter how many
zillion dollars you put in rebates, or what APR you give them. If
people are worried about their job, they don't really care and they're
just not going to get off the fence."
So, how did Hyundai motivate customers to move off the fence?
Target New Segment
The company developed a strategy to ease the fears of this segment.
Hyundai's Assurance Program releases customers from car payments
without harming their credit score. As Jonah Bloom stated in
Advertising Age, "right there, is an honest-to-goodness big marketing
ideaHyundai confronts the recession head-on and does something
tangible to tackle its effects."
Create Messages
Craft messages to address the specific concerns of your customers.
Hyundai advertising used straight talk that resonated with customers.
The company said, "We're introducing Hyundai Assurance, to show
you the faith we have in you. Right now, finance or lease any new
Hyundai, and if in the next year you lose your income, we'll let you
return it. That's the Hyundai Assurance."
Test
With some creativity, almost all new segmentations and strategies can
be tested, either in a small geographic area or among a select group of
customers. Its crucial to verify your strategy is on track before
launching a new program nationwide. This gives you an opportunity
to make corrections to your messages as well as validate the strategy
to make sure your investment will pay off.
How can you take the bull by the horns and send the bear packing?
Use behavioral segmentation to identify what's meaningful to your
customers, then apply that information in strategy development. When
January sales came out, it was official: Hyundai's Assurance Program
had hit a home run. The company was one of only a few automakers
to post an increase in sales.
Corporate social responsibility
In 2008, Hyundai Motors established a committee to oversee its
Corporate Social Responsibility program. Among the program's
initiatives have been the "Happy Move Global Youth Volunteers
Program".
The Hyundai Motors' India Foundation (HMIF) has invested more
than 20 million rupees in various corporate social responsibility
programmes in India. In 2011 it started the "Go Green" village