Title Page
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Site conducted
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Site conducted
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Conducted on
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Prepared by
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Location
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Drop off Area separated from passage
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Customer Parking available
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ONLY customer vehicle parked
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Welcome Board available
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License plate number displayed
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Purpose of visit displayed
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Appointment time displayed
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ONLY Genuine Parts displayed
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Genuine Oil displayed
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Chemicals displayed
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Maintenance parts price displayed
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Labor charge displayed
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Price List visible for customer
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Use CRM system for appointment management
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Name of assigned staff displayed
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All information shared to all staffs
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# of Appointment visit controlled*1 with # of service advisor
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Seat cover, steering cover, shift level cover prepared
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Floor mat prepared
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Genuine Accessory attached to display or demo vehicle
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Beverage/snack available, at least 3 kinds of drink (coffee, tea, water)
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Beverage sign visible
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WiFi available
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WiFi sign visible
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Chair and/or Sofa available
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Chair and/or Sofa in good condition
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Vehicle process information displayed
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Process Control Board available
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Using CRM system
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Update work process immediately
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No Vehicles left in passage
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No Vehicles left on the stall
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All vehicles distinguished
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Preparing parts for incoming vehicle
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ONLY Genuine parts stored
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Fast Moving Parts placed in easy pick up location
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Customer database is available on DMS system
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Followup customer categorized on CRM by status*5
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All customer on Customer List called and/or emailed
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80% of customer on Customer List reached
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Maintenance Data*6 extractable by staff
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Reason of rejection recorded
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Update appointment information on CRM system
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All appointed customer called the day before appointment date
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All no show customer called
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Reception Sheet prepared before customer arrival
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Repair Order prepared before customer arrival
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Staff guided customer to Drop off area
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Customers welcomed by all staff without any delay
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Walk Around Check conducted with customer
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Suggest washing customer's car
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Valuables confirmed with customer
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Vehicle body damage confirmed with customer
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Seat cover attached in front of customer
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Floor mat attached in front of customer
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Work contents explained to customer
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Customer needs confirmed
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Expected delivery time explained
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Estimation explained
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Staff guided customer to Customer Lounge
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Inviting customer to use beverages rightafter coming
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Multi Point Inspection conducted
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Multi Point Inspection result explained to customer
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Fender Cover used to all vehicles with opened hoods
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Maintenance Quality Check staff available
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Vehicle status updated to customer (and CRM, in case delay)
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Extended work time announced to customer, if such exist
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Updating jobcard information on DMS
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Close jobcard after completing job
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Delivery time reminded to customer
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Invoice prepared before delivery
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Carwash conducted to vehicles (with customer's request)
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Carwash done within 20 minutes
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Carwash Quality Check Sheet available
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Carwash Control Board available
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Parking vehicle on delivery area
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Walk Around Explanation conducted with customer
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Service Advisor promoted next appointment
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Staff sent off customer
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Follow up list available on CRM
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All visited customer called within 48 hours
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Customer satisfaction confirmed and update on CRM
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Next appointment reminded
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Appointment time recorded to Customer Database
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Follow up CSI result on CXI system
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Analyze and take actions base on customer feedback
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Followup retention result and PDCA
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Analyze customer feedback
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Follow up PDCA of daily/monthly CPRO and TA
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Follow up PDCA of daily/monthly $/CPRO and TA
