Dealer assesment Feb 2019

• Conducted on

  Date

• Prepared by

• Location
  Address

FACILITY

• SIGNAGE<br>-There is the sign for brand.<br>-Complines VI/CI standard.<br>-Can be shown from main road.

  Can be seen from 50m front.

  Hard to see from main road.

  Does not have any sign for brand.

• CUSTOMER PARKING<br>-With enough space, sign and line.<br>-Did not park other than customer's vehicle.

  Enough space with sign and line. Did not park other than customer's vehicle.

  Not clear where is it.

  Does not have any space

• SIGNAGE<br>-Service Entrance.

  Sign installed the correct area.(refer to the manual)

  Installed, however, it was not correct area.

  deployed material, however, Do not install yet.

• SIGNAGE<br>-Service reception

  Sign installed the correct area.(refer to the manual)

  Installed, however, it was not correct area.

  deployed material, however, Do not install yet.

• SIGNAGE<br>-Service Lane (with Booking, without Booking)

  Sign installed to the correct area.

  Installed, however, it was not correct area.

  Could not separate the lane

• SIGNAGE<br>-Others (Parts Counter, Derection sign)

  Sign installed the correct area.(refer to the manual)

  Installed, however, it was not correct area.

  deployed material, however, Do not install yet.

• Business days ans hours are clearly indicated at entrance

  Indicated it at entrance and opened more than 8 hours and/or saturday)

  Indicated it at entrance

  Did not indicate it at entrance

• Reception area is bright enough.<br>-Easy to check the body scratches and dirt.

  Brightness is sufficient(in work space and reception)

  Not sufficient in work space

  Not sufficient in both area

• Waiting area is provided tables, sofas(chairs), magazines, beverages and free WIFI etc.

  All furneture and amenity are available for customer follow the standard and kept clean.

  Not available something.

  Not acceptable

• Restroom for customer's use only available and it is maintained periodically to clean.

  Restroom for customer's use only is available.(does not have dirt, odor)

  Acceptable(Available but far from waiting area)

  Not acceptable, Not separated with restroom for staff

• Appearance must be clean and neat.

  Kept in clean. (without garbage and dirt)

  Acceptable(little dirty)

  Not Acceptable

EQUIPMENT

• Diagnostic tool is Available.

  MEDIC system is available

  MUT-III is available

  Both equipment are not available

• Number of Auto-lift<br>- Meets given standard.

  Meets given number against future business plan.

  Number of Auto lift meets given current SIU.

  Not enough space and equipment.

CUSTOMER FILE

• Customer relation management system is available.

  CRM system is available and data divided with other brand.

  Did not divide data with other brand.

  CRM system is not available and did not manage...

SERVICE PROMOTION

• Dealer is invited by telehpone call, email or SMS.

  Made monthly target list and notify customer by make telephone contact or send email systematically.

  Not systematically

  Did not manage...

APPOINTMENT

• Customer appointment system is available.<br>* At least, managing the booking list.

  Customer appointment system is available.

  Manage by manual

  Customer appointment system is not available.

RECEPTION

• Fairness of charge:<br>Menu of charges for major inspection and service item is located in reception area.

  Displayed maintenance menu and price compline the standard.

  Displayed, however, did not compline the standaed.

  Not displayed any menu and price.

• Protection covers are used.<br>(At least Sheet cover and floor mat cover)

  Installed the protection cover in front of customer.

  Installed the protection cover.

  Did not install the protection cover.

REPAIR QUALITY

• QC protection<br>-Fenders are covered prior to servicing.

  All vehicles have covered by fender cover during service.

  Not 100% of service vehicle.

  Not covered at all

• Low repeat repair (back job) rate<br>-Less than 2%

  Performed quality check and record the result by foreman.

  performed it but not recorded.

  Does not have process.

PRE-DELIVERY

• Car washing is carried out.

  Performed final check up with custome.

  Car washing is carried out. However, did not check the vehicle with customer.

  Car washing is not carried out.

SPARE PARTS

• Stock and order control is done

  Well controled inventory(Stock month : less than 1 month)

  Parts manager and staff knew about KPIs related with spare parts.

  Does not have data.

• Spare parts waehouse is well organized in goog condition.

  kept clean and well organized.(fast moving parts has arranged in front)

  Acceptable.

  Not acceptable.

• There are parts/accessory display.<br>-the Accessory installed on exhbited car and spare parts has displayed follow the guidelines.

  Complined with the guodelines.

  It is not followed the guidelines.

  Not displayed anything without reason.

CS MANAGEMENT

• Customer quick survey system is available.

  There is quick survey system for CS.

  Ask customer how rated service by call center.

  Is not available.

HOUSE KEEPING(5S)

• Service shop is well organized and kept in clean and neat condition.

  Kept in clean and well organized.(5S)

  Acceptable.(without garbage and dirt)

  Not acceptable.

AFTER SALES MANAGER

• Recognize effeciency, productivity and profitability.

  Be able to report all data based on monthly report sheet.

  Understood all KPIs, however, unable to report all data in monthly report sheet.

  Was not understanding all KPIs

SERVICE ADVISOR

• The number of Service Advisor is proportionate to the number of vehicle handled.

  Dailly SIU/8 < Number of SA

  Dailly SIU/10 < Number of SA

  Does not have SA specialized.

TECHNICIANS

• The number of technician is proportionate to number of vehicle handled.<br>SIU/3 = Required Mechanics.

  Dailly SIU/3 < Number of mechanics

  Dailly SIU/4 < Number of mechanics

  Dailly SIU/5 > Number of mechanics

FOREMAN

• There is controller, and the system for that.<br>(Process control, Quality control)

  There is staff who in charge of workshop control

  There is not staff. however, it was controlling by SM or SA

  Not controlled

TRAINING

• The record for training is availavle.

  There is condidate for M-Step 3.(Platinum qualified Mecha)

  There is in-house trainer who participated in the new model training.

  Not available.

WARRANTY

• Proper process of warranty service claim.

  There is staff who participated in the warranty training.

  Has plan for participate in the waranty training.

  Does not have plan for training / recruitment.