Aftermarket weekly progress meeting

• The main objective of this document is to formalise the Aftermarket focus for the forthcoming budgeted year, it is to connect all departments and ensure that proactive management is at the forefront of our daily, weekly & monthly duties, it is to combine the collective aftermarket performance supported by individual responsibilities. The Aftermarket is built on delivering great customer service everyday through the service and parts department, whilst supporting operational excellence through THC's compliance and standards! Equilateral triangle 1, Customers (what ever it takes, care and consideration) 2, Staff (Soft on people hard on fact, support nurture and develop, give your staff your time) 3, Profit - (very simple we are in business to make money, maximise with a commercial thought!)

• Document No.

• Client / Site

• Location
  Address

• Conducted on

  Date

• Prepared by

• Personnel

1.0 - Previous inspection

• Review previous SLA minutes

  Yes

  No

  N/A

Service Department - Lee / Andy

• MOT performance ok and above target 98% ?

  Yes

  No

  N/A

• VAS performance Attendance Target 100%

  Yes

  No

  N/A

• VAS Scramble time Target > 25 mins

  Yes

  No

  N/A

• VAS performance - < 4 hours

  Yes

  No

  N/A

• VAS Performance - Opera usage

  Yes

  No

  N/A

• Efficiency on or above target ? 98%

  Yes

  No

  N/A

• Utilisation on or above target ? Xcode target W1 & W2 to be 24% or less, brief understanding if above

  Yes

  No

  N/A

• Job card quality, and sign off daily WIP flow

  Yes

  No

  N/A

• Are all outstanding HSE points or observations complete

  Yes

  No

  N/A

• AOB

  Yes

  No

  N/A

Service department - Simon

• Planning on target - two weeks in advance minimum, all job packs raised - MOT two month in advance even balance through the year contract number / 11.5 (treat December as a 0.5 month

  Yes

  No

  N/A

• All notifications gone out to customers - 2 weeks 5 days 2 days - call 24h pre

  Yes

  No

  N/A

• Dealerpoint live and updated continuously to reflect an accurate picture ?

  Yes

  No

  N/A

• E-service two documentation present and correct, all uploaded documents accurate and sent to the customer

  Yes

  No

  N/A

• Retail process, all retail work quoted and agreed upfront, or national fleet process followed

  Yes

  No

  N/A

• Daily WIP flow FC 3 Order numbers cleansed and up to date

  Yes

  No

  N/A

• Campaign completion %, and focus on outstanding

  Yes

  No

  N/A

• Customer Call backs being actioned?

  Yes

  No

  N/A

• Are all outstanding HSE points or observations complete

  Yes

  No

  N/A

• AOB

  Yes

  No

  N/A

Parts - Joy

• Parts sold vr's target

  Yes

  No

  N/A

• Quote Gun performance (Front to back counter)

  Yes

  No

  N/A

• All operational requirement's from N Kievel's report action and up to date

  Yes

  No

  N/A

• Stock checks above target

  Yes

  No

  N/A

• VOR / DCR / W/shop orders actioned and up to date

  Yes

  No

  N/A

• Backorders, Argus cases chased and updates delivered

  Yes

  No

  N/A

• Are all outstanding HSE points or observations complete

  Yes

  No

  N/A

Admin - Paul

• WIP flow - within time parameters - 10 days

  Yes

  No

  N/A

• Hours invoiced above target - is WIP live

  Yes

  No

  N/A

• Any aged claims to be reconciled / resolved or challenged

  Yes

  No

  N/A

• Query Log live and updated - 7 days target - 14 days max (exceptions excluded)

  Yes

  No

  N/A

Collective team input - All

• VOR update / any screamers that need urgent action

  Yes

  No

  N/A

• Customers on intensive care for internal or external factors

  Yes

  No

  N/A

• Hours projection

  Yes

  No

  N/A

• Service department, manpower to achieve budget - overtime, clear vision for coming two weeks

  Yes

  No

  N/A

• Image, depot / staff / vehicles

  Yes

  No

  N/A

• Any staff challenges / observations - if confidential, deal with it separately

  Yes

  No

  N/A

Site working procedures

• Ensure contractors observe policy, if unsure familiarise yourself with it

  Yes

  No

  N/A

REX

• Review REX portal - 2024 100% target

  Yes

  No

  N/A

Insite - Volvo dealer standards

• Review Insite portal

  Yes

  No

  N/A