Title Page
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DEALER
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Quarter
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Conducted on
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Prepared by
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Location
EM Service
EM can be applied for 50% of total Periodic Maintenance PIC - Workshop Manager
1. Check how much percentage are capable to do EM?
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1x clear photo of showing vehicle models Dlr doing EM & weightage/percentage of that vehicle cust.
OR 2. Check last 3 months data for PM units. How many percentage of these PM units are applicable for EM?
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1x clear photo of showing total PM units for last 3 months
EM menu is available and it can be used in appointment and reception processes PIC - Workshop Manager
Visual check of the EM menu (Digital or Physical)
1x clear photoof the EM menu with all the necessary information.
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a) Applicable vehicle models
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b) Types of EM with each EM Leadtime (e.g. EM60 = 60 mins / EM90 = 90 mins)
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c) Clear definition of Start & End time of "b)" (e.g. Start: RO approval, End: Notify Cust.)
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d) Target time for each process (e.g. RO approval: 3 mins, Production: 30 mins,
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Washing:15 mins, Notify Cust: 2 mins)
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e) Additional/Optional job items covered in EM Leadtime
1x clear photo of appt. process with EM Menu
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1x clear photo of appt. process with EM Menu
1x clear photo of reception process with EM Menu with cust.
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1x clear photo of reception process with EM Menu with cust.
Price menu for maintenance is displayed at reception counter & customer lounge PIC - Workshop Manager
Visual check of the Price menu board
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1x clear photo showing the EM Menu with the Price (breakdown of parts cost & labour) of at least 1 model.
SOP
Operating rules of visual control tools are posted on each tool Visual Control Tools contain the tools to visualize the condition of: i. Appointment Scheduling ii. Appointment Preparation iii. Today’s Appointment Customers iv. Job Progress (reception to delivery and job stoppage) v. Work schedule of technicians. PIC - Kaizen Leader
Visual check of the visual control tools. Additionally, observe staff to ensure they are following SOP
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1x clear overall photo of control tool with SOP beside the visual control tools
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1x clear photo of the SOP
Repair orders on the Appointment Preparation Board match the chips on the Appointment Scheduling Board PIC - MR Staff and Job Controller
Visual check of the visual control tools. (Max sample of chips and R/O to check is 3) 1x clear photo of the RO contents/information matched the visual control tools
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a. Plate number
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b. Cust. arrival tim
Both Appointment Reconfirmation and orders for Special Order Parts are carried out according to the rules or Standard Operating Procedure PIC - MR Staff and Job Controller
Visual check of the visual control tools and review of Standard Operating Procedure.
1x clear photo of SOP for Appt. Reconfirmation & Special Order Parts.
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1x clear photo of SOP for Appt. Reconfirmation & Special Order Parts.
1x clear photo of RO or Chip which follow the SOP (For chips, please click on the chip to show the detail information)
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a. Appt. Reconfirmation Date
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b. Cust. Special Order Parts Status
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c. Special Order Parts arrival date
There is standard response to appointment customers who do not arrive on time PIC - Service Advisor
Check for Script / Interview or Role Play
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1x clear photo of how staff follow-up on appt. cust (message, email or call history)
SOP availability for production processes (incl. (1) EM SOP, (2) Washing SOP & Washing Tools are implemented) PIC - All Staff
i. Check SOP position and Interview / Role Play 1x a clear photo of EM production information for 1 EM model
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a. Production SOP
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b. Production Takt time
ii.Check actual washing operation according to SOP 1x clear photo of Washing SOP & Washing operation
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a. Washing SOP
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b. Actual washing staff following one of the steps of the washing SOP.
SOP to handle late delivery situations PIC - Service Advisor
Check for SOP / Interview or Role Play
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1x clear photo of SOP handling late delivery situation
Car prioritization rules available at Washing area PIC - Service Manager, Washing Staff
Visual Check for Car Prioritization rules and actual washing operation
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1x clear photo of the Car Prioritization SOP
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1x clear photo of the vehicle being prioritized (excel spreadsheet, book or other sources
Operations
All maintenance items are in accordance with the owner's manual and implemented (confirmed via video), applicable for all EM jobs (Light, Medium, Heavy) and all models (confirmed at Genba) PIC - Technician, Foreman
Cross-check EM SOP with owner’s manual & observe actual EM work (confirm by video)
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1x clear photo of Owner's Manual (the inspection page of Owner's Manual) & EM SOP
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1x overall video of technician doing EM operations on a vehicle (Production)
Chips are put between scheduled "Arrival Time" and delivery time" on the Appointment Scheduling board PIC - MR Staff
Visual check of the visual control tools. (Maximum sample of chips to check is 100)
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1x clear photo of visual control tools with the chips correctly placed (arrival,production & delivery time)
Length of Chip in Appointment Scheduling Board is adjusted accurately according to the estimated service time PIC - MRS Leader
Visual check of the visual control tools. (Maximum sample of chips to check is 100)
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1x clear photo of the visual control tools showing different length of chips for different cust.
Status of appointment reconfirmation and parts ordering can be seen at a glance PIC - MRS and Job Controller
Visual check of the visual control tools
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1x clear photo of the status of Appointment reconfirmation & parts
Next day RO and chips match in next day Job Planning board (By end of N-1 Day) PIC - Job Controller
Check RO and Job Planning board chips 1x clear photo of RO & Job Planning Board chips matches correctly.
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a. Cust. Appt. Date
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b. Cust. appt. time
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c. Vehicle no.
(1) Progress status and (2) location of parked vehicles are indicated and (3) no vehicles are parked in passageways. SA knows where the parked vehicles are. PIC - Service Advisor
SA can tell where the parked vehicles are / Interview with SA
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1 x clear photo of overall workshop passageways
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1x clear photo of how SA identify location & status of the vehicle
1x clear photo of vehicle location & information matching to criteria (2)
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a. Actual location of vehicle
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b. Actual status of the vehicle (Ready to deliver, holding area)
Vehicle status is updated correctly in JPCB PIC - Job Controller
Compare vehicle status with JPCB (Minimum sample size of 3)
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1x clear photo of JPCB showing the status of vehicle
JPCB to visualize reasons for stoppage PIC - Job Controller
Check system / Visual check on JPCB
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1x clear photo of JPCB showing stoppage vehicle, the reasons & re-starting schedule.
There is a clear defined role on who is responsible for creating the chip to prevent miscommunication. Technicians have appropriate skill level to conduct the proper service. PIC - Service Advisor
SA can tell planned jobs for the day / Clear communication route between SA & JC / SOP for chip creation (incl. PIC) available
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1x clear photo of SA & JC R&R for Chip creation
1x clear photo of JC & SA communication pattern
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a. Whatsapp
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b. Walkie Talkie
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c. SA & JC sitting beside each other
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d. other
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1x clear photo of EM tech skillmap updated last 3 months
KPI
EM-KPI data recommended by TMA is shared based on collection schedule (OTD, L/T & Productivity)
Visual check of actual EM-KPI data sheet
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Ensure OTD is filled up in PSS submitted (OTD rate must be 90% or more)
1x clear photo showing 1 month data of L/T & Productivity
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a. Avg. of L/T per month
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b. No. of bays
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c. No. of units worked in a bay per day for all bays
Staff can immediately tell customers the available date/time for appointments and the vehicle delivery time based on the workshop schedule
Visual check of the actual operation (or role-play)
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1x overall clear photo of appointment board
There is no long waiting time for "EM" appointment customer at Reception (Receiving the cust.) PIC - Service Advisor
Waiting time of EM appointment customers at reception area is measured
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1x clear photo showing record of time measured. Show avg. waiting time for a minimum of 5 cust. (cust. chasing)
Service Advisor or reception staff can immediately check the workshop conditions, and answer estimated job starting time and vehicle delivery time to walk-in customers PIC - Service Advisor
Visual check of the actual operation (or role-play)
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1x clear photo of Job Control Board.
Washing operations are carried out as per target time and quality level PIC - Service Manager, Washing Staff
Washing KPI monitored (Target & Achievement)
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1X clear photo of overall car wash
1x clear photo of Washing KPI
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a. Wait Washing KPI
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b. Washing L/T KPI
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1x clear photo of Dlr achieved the target.
Safety
Express Maintenance is carried out safely. Safety is considered utmost priority in all processes. PIC - All Staff
i. Clear Safety points are identified and included in SOP
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1x clear photo of safety points within the SOP
ii. EM is carried out in a safe manner 1x clear photo of Dist. confirm safe working procedures
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i. Tech wear proper PPE
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ii. Tech follow the safety procedures
iii. Safety signages are available and easily visible.
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1x clear photo of safety signages in EM bay
4S is done for Work bay and EM Trolley (Tools) PIC - Technician
i. Visual Check (Clean Workbay & Neat layout of trolley)
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1x clear photo of overall clean workbay
ii. There is no loose lying tools & parts in the workshop
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1x clear photo tidy EM trolley
Facilities
(For New Dealers established after 2021, Mandatory: Size of EM stall minimally 4m x 7m Scissors Lift Size of EM stall minimally 4.5m x 7m Post Lift) (For existing Dealers Technician workflow must not be obstructed in existing workbay, even if workbay is smaller than recommended)
i. Check Workbay size ii. Check whether EM operations is obstructed
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1x clear photo of technicians carrying out work without any obstructions
Availability of EM Tools & Equipment (Including SST & Measuring Tools) PIC - Service Manager, Production Area
Check availability of Tools & equipment according to TMA guideline
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1x clear photo of *Torque Wrench & Measuring Tool according to TMA Guideline (Mandatory)
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1x clear photo of technicians correctly using the tools (dial gauge, scale, torque wrenches (or hydrometer)
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1x clear photo of porperly maintaining SST
Maintenance replacement parts for EM models are always stocked at w/s PIC - Parts Staff
Check availability of parts for EM models
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1x clear photo of EM models maintenance replacement parts
EM work can be recognized & seen/monitored from customer lounge PIC - Workshop Manager
Visual check of customer lounge and actual EM stalls
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1x clear photo of customer lounge with a view of EM work/bay
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1x clear photo of CCTV & Monitor available if there is no glass panel
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1x clear photo of overall EM stall with EM signage/logo must follow appendix
