Title Page
-
Conducted on
-
Prepared by
-
Location
Service Initiation
-
1) Convenience of the business day and hours in operation<br>Does the customer feel that the business day and hours of operation were convenient ?
-
2) Customer received the invitation or reminding message about servicing<br>Dose the DLR make a contact to the target customer by Telephone, Email or SNS. (Number of saccessful contact / Target Customer(PM))
-
3) Service appointment from the customers<br>What parcentage of the customers make the service appointments in all SIU? (SIU(CP) with appointment / Total SIU(CP))
-
4) Customer is able to make a reservation on the 1st choice date.<br>What percentage of the appointments made based on 1st desired date of the customers ? (within 24h) / SIU with Appointment.
-
5) Service staff prepared for receiving the customer's vehicles<br>Does the service staff prepare the RO, special ordered parts for receiving service customer? (Number of prepared /Number of Appointment)
-
6) Appropriate timing when DLR starts the vehicle receiving process to the customers<br>Does the service advisor or the dealer staff offer to start vehicle receiving process to the customer promptly when the customer comes?
-
7) Communication method between customer & DLR<br>DID THE SA INQUIRE AS TO THE CUSTOMERS PREFERED METHOD OF COMMUNICATION <br>(TEXT, EMAIL, PHONE)?
-
8) Prevent damage of customer's vehicle during servicing<br>DID THE SA PLACE PROTECTIVE COVERINGS ON THE FLOOR, STEERING WHEEL & SEAT?
-
9) DLR facility introduction by Service Advisor<br>DID THE SA PROVIDE THE CUSTOMER WITH INFORATION ABOUT THE WAITING AREA AND THE AMENITIES, WI-FI AVAILABLE?
Service Advisor (Hand Over )
-
1) SA welcomed the customer appropriately<br>1. THE SA MEET THE CUSTOMER AT THEIR VEHICLE? (MMNA)<br>2. Does SA guide the customer to the waiting area, and/or their vehicle ?<br>3. Whether the way of the car is polite.(Must installing protection cover) or not ?
-
2) Service Advisor repeats the customer's request for their deep understanding.<br>Did SA recognize the need for repeating the customer's request? Interview to all SA.<br>(Number of answer "Yes" / Number of SA)
-
3) Service Advisor performs the explanation of the work before servicing <br>Did all customer receive the explanation about the work contents from SA before servicing ?<br>( Carried out explanation of work contents / sampling RO )
-
4) Service Advisor knows vehicle's service history<br>Does SA provide the service RECOMMENDATION based on the history of the customer ? DOES THE SA REFERENCE THE WARRANTY SUPERSCREEN AND UPDATE PERTINENT CUSTOMER INFORMATION SUCH AS EMAIL ADDRESS?
-
5) Service Advisor provides the estimate before servicing<br>Servicce Advisor provided the estimante to the customer before servicing ? It's ok, if they provided through the digital device.( Number of provided estimation / sampling RO (CP) )
-
6) Service/ repair form provided prior to service<br>Do all customer receive the copies of RO or reception sheets before servicing? It's ok, if they provided through the digital device.( Number of provided / sampling RO (CP) ) REMOVE QUESTION
-
7) Does SA inform the customer when the vehicle is ready ? (prior to service)<br>Did SA inform all customers of the completion prediction time of the work ?<br>( Number of estimation time filled in copy of RO or reception sheet / Total RO)
Vehicle Pick up(SA)
-
1) Vehicle is ready as promised at first.<br>Time difference between the provided estimated time and the actual time.<br>Number of SIU that have difference later than 15 min / Total SIU
-
2) Explanation about the work after the completion of the service.<br>Do all customers receive the explanation from SA after the service is completed ?<br>( Carried out explanation of work result / sampling RO )
-
3) Explanation about the work after the completion of the service.<br>Does SA explain the work to the customer by using the replaced parts or parts list. It is OK if the explanation is done through the digital device. (by pictures)
-
4) Notification about the work completion (post service)<br>DOES THE SA ESCORT THE CUSTOMER TO THEIR VEHICLE?
-
5) Explanation about the service charges <br>Do all customer receive explanation from SA?<br>(Explanation about the work result / sampling Invoice )
-
6) Information about the next service visit<br>Does the service advisor inform the customer of the schedule of the next maintenance visit ?<br>Implementation rate( Number of informed / SIU PM)
-
7) DLR staffs welcome you as a customer with proper manner (1)<br>SA OPEN THE VEHICLE DOOR FOR CUSTOMER
-
8) DLR staffs welcome you as a customer with proper manner (2)<br>SA FULLY INFORMED OF THE SERVICES PERFORMED
-
9) DLR staffs welcome you as a customer with proper manner (3)<br>SA AND/OR TECHNICIANS BUSINESS CARD IS PROVIDED TO THE CUSTOMER?
Service Facility
-
1) Ease of entering the service facility. (Ease of parking)<br>Level 3: Easy to find and enter the service facility.<br>Level 2: Not so easy, but, staff guides the customer to the designed space.<br>Level 1: Company car is parked near the entrance or customer parking
-
2) DLR keeps the service facility clean. (including waiting area)<br>Refer to the following sample
-
3) Confortability of the waiting area<br>1. Refer to following sample (Level 1 :There must be TV, WIFI, Magazines)<br>2. Does the dealership offer water, coffee, tea, snacks and other Amenities to customers in the waitng area?
-
4) Service Advisor keeps informing vehicle status to the customers.<br>Service Advisor has to inform the customer of the work status, even if they have display system for tracking status. (It is OK if they perform by Digital device, SNS or Email)
-
5) All service staffs are neatly dressed. <br>Important point is "Professional looking" and "Cleanliness".
-
6) Service Advisor performed neccesarry action upon your arrival (1)<br>Does Service Advisor greet customer at their vehice?
-
7) Service Advisor performed neccesarry action upon your arrival (2)<br>Is the Write-up performmed at the customers vehicle?
Service Quality
-
1) Work is done right first time<br>The rate of the service left undone. (Number of Back job / All SIU). <br>FRFT. Check Comeback Log. Check FRFT CSI Local Score. RO Analysis
-
2) Vehicle is ready when originally promised<br>Time difference between the provided estimated time and the actual time.<br>Number of SIU that have difference later than 15 min / Total SIU
-
3) Vehicle is returned after being washed<br>What actions does the dealership take to assure the condition of the vehicle is returned clean following service. <br>What cleaning functions does the dealership perform? (SOP??)
-
4) Vehicle is returned after being vacuumed<br>Refer to the following sample.
-
5) Contacting the customer after service<br>Dose DLR make contact to the customer after servicing by Telephone, Email or SNS. (Number of saccessful contact / SIU).
-
6) Informing the customer of the next maintenance schedule <br>Did Service advisor inform next maintenance to the customer ?<br>Implementation rate( Number of informed / SIU PM)
Time
-
1) Timeliness hand over process<br>Amount of time between customer arrival at the dealership to the time the Service Advisor greets the customer and begins the Write-up process
-
2) Timeliness hand over process 2<br>Time to implement car reception process (Reception & Write-up lead time)<br>(Total time of customer arrival to complete write up process : Timing of bring the car to Workshop)
-
3) Total time of service<br>Time difference between the provided estimated time and the actual time.<br>Number of SIU that have difference later than 15 min / Total SIU
-
4) Total time of service 2<br>Could the technician finish the service 2 within the instructed time. (standard time) ?<br>(Number of RO that finished within standard time / Total SIU)
-
5) Timeliness pick up process<br>Time to implement pick up process.
-
6) Time to finish car wash.<br>How many vehicles can be properly washed and cleaned per hour? (SOP??)<br>How much time following mechanical service does the car wash consume?
Retention
-
1) Customer data management.<br>How is the customer data sorted in the dealer ? (categorize customers, separate customer to fleet and individual.)
-
2) Create the target customer list<br>How often does DLR create the target customer list ?
-
3) Notification and remind for maintenance period to customer.<br>How do you follow up the customer if he or she does not visit the dealer after the maintenance period ?
-
4) Maintenance package and/or other program for post waranty<br>Does the distributor or the dealer have the program in order to improve customer retention such as maintenance package, program for post warranty etc… ?
-
5) Inform customer about the next maintenance.<br>Does SA inform the customer about next maintenance timing after providing service ?<br>Implementation rate: Number of informed / SIU
-
6) Target setting and achievement<br>Does the service manager set the target for customer retention. ?<br>Achievement rate : Retention rate (Actual)/ Retention rate (Target)
-
7) Service capacity<br>Is there margin of service capcity for SIU volume.<br>Margin of stall :
Parts retail per RO
-
1) Display service menu with parts price.<br>Does the dealer have the service menu which shows parts price and is displayed on service reception ? (general and recommended maintenance parts for each mileage)
-
2) Service advisor explain customer the required parts for each maintenance<br>Did the service advisor explain the required parts for each maintenance to the customer ?
-
3) Service advisor provide estimation to customer.<br>Does the service advisor submit the estimation about the above recommended parts to the customer ?.
-
4) System or Method of communication between SA and Tech.<br>Does the dealer have the commucation system for between SA and Tech in order to inform the customer of the required additional repair/maintenance ?
-
5) Serviec Advisor offer additional service to customer if it was needed.<br>Does the serviec Advisor offer additional service to the customer if it is necessary during the service operation ?
-
6) Display the spare parts in the Dealer.<br>Is the customer able to see the spare parts displayed in the dealer easily ? And is it displaying with devising?
