Customer Service Level Agreement Review Boughey Distribution

• The main objective of this document is to formalise the Service Levels expected from Service/Repair Agents and set out the Main Dealer Support Service standard to ensure compliance with that standard in a coordinated and constructive manner through formal review process, there are a number of activities within this document that are designed to focus attention rather than lay down specific measures ensuring that adequate communication takes place between Boughey Distribution and THC when particular circumstances arise, the purpose of this document is to ensure a common understanding of each parties’ responsibilities, however if further clarification is required then please contact the relevant Boughey Distribution or THC responsible

• Document No.

• Client / Site

• Location
  Address

• Conducted on

  Date

• Prepared by

• Personnel

1.0 - Previous inspection

• Review previous SLA minutes

  Yes

  No

  N/A

5.1 Maintenance Planning.

• A formal maintenance planning system is in use that must be agreed and followed by both parties?

  Yes

  No

  N/A

Vehicle Inspection Frequency.

• All to be inspected within the required time scales as per the schedule?

  Yes

  No

  N/A

Inspection Standards.

• Safety Inspections to current manufacturer's standards?

  Yes

  No

  N/A

Lubrication and Servicing Standards.

• Maintenance and Lubrication standards acceptable?

  Yes

  No

  N/A

Quality of Inspection and Repairs.

• No repeat visits to workshop due to rectification of faulty workmanship or poor quality scheduled maintenance?

  Yes

  No

  N/A

Inspection and Service Reports.

• All completed in full, signed by responsible person and sent out on time to the correct departments?

  Yes

  No

  N/A

Parts Availability.

• Parts to be readily available and no vehicles downtime due to lack of standard parts?

  Yes

  No

  N/A

Scheduled Maintenance V.O.R time.

• Scheduled maintenance and repairs will be carried out outside normal working hours or as agreed with local management?

  Yes

  No

  N/A

DTP Mot Pass Rate

• 100% first time pass rate?

  Yes

  No

  N/A

PG9 Prohibitions.

• All are recorded, reported and investigated? (Record number of prohibitions in past year).

  Yes

  No

  N/A

Roadside Breakdown Attendance.

• VAS or RS working appropriately

  Yes

  No

  N/A

Defect reporting procedures.

• All unscheduled repairs to be supported by a defect note?

  Yes

  No

  N/A

Volvo vehicle movements and transfers including rental vehicles.

• 100% of all vehicle movements to be briefed.

  Yes

  No

  N/A

Warranty / contract T's & C's

• Review and monitor claim control and quality,

  Yes

  No

  N/A

• Repair gateway, £750 parts or 3 hours labour

  Yes

  No

  N/A

• Claim reconciliation & quality

  Yes

  No

  N/A

• Parts retention

  Yes

  No

  N/A

• Job pack completion / quality

  Yes

  No

  N/A

Mileage report

• Are all mileages within agreed parameters

  Yes

  No

  N/A

On site support

• Are we fulfilling our duties

  Yes

  No

  N/A

Invoice Payments.

• All invoices passed for payment and paid on time.

  Yes

  No

  N/A

Invoice Queries.

• All invoice queries to be resolved within 1 week of issue.

  Yes

  No

  N/A

Site working procedures

• Ensure contractors observe policy

  Yes

  No

  N/A

A.O.B

• Any other business.

  Yes

  No

  N/A

Additional Comments.

• undefined

Next agreed review date?

• Select date

  Date

• Name of representative of customer?

  Sign

• Signature of manager completing report.

  Sign