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Business Direction - 2012Audi Chandigarh_________________________ 12th December 2011, Monday
2   Business Direction 2012 | Audi Chandigarh
Snapshot of Business initiatives | 2011     Quarterly and Annual Bonus                        | For all employees linked ...
Snapshot of Business initiatives | 2011     Employee Friendly HR Policies              | We introduced employee suggestio...
Snapshot of Business initiatives | 2011       Strengthen Sales & After-Sales processes |   Developed internal data manage...
2011 | Focus on Sales Target | KRA’s                                                                                      ...
KRA CardA fair measure for performance7   Business Direction 2012 | Audi Chandigarh
2011 | Customer Touch Point InitiativesNew dynamic creatives every quarterDelivery ceremony                               ...
9   Business Direction 2012 | Audi Chandigarh
2011 | Customer Touch Point InitiativesNew dynamic creatives every quarterDelivery ceremony                               ...
1    FACTORY ACT, 1948                                   Fully Compliant                                  2    INDUSTRIAL ...
Chandigarh Special initiativeWe successfully achieved an ISO 9001: 2008 certificationwhich is a testimony of our strong pr...
13   Business Direction 2012 | Audi Chandigarh
2012 | Major manpower retention initiatives►    Family day                                  |   We would like to continue ...
2012 | Initiatives►     Employee benefits | Employee of the Quarter | Trip to abroad with spouse.►     Creating a special ...
Planning a new location - bigger and better !16   Business Direction 2012 | Audi Chandigarh
ChandigarhSpecial initiative     We would like to be No.1 Audi dealership in customer satisfaction, sales & service.     W...
Manpower Plan to support growth                  2011   2012                                          Sales               ...
19   Business Direction 2012 | Audi Chandigarh
ChandigarhCustomer eccentric initiatives20   Business Direction 2012 | Audi Chandigarh
Sales Vision | 2012      To strive towards achieving customer delight by means of           Leading a well trained and mo...
2012 | Initiatives              Daily Incident report              CSS Audit Sheet              Soft skills trainings  ...
Daily Incident Report (DIR)                 DIR | Advantages     Control support parameters                   Issue track...
CSS Audit Report | Internal check     Parameters     _________________________________________                            ...
CIS | Advantages►    Acts as an internal CSS checklist.►    Evaluation on CSS parameters.►    Immediate identification of ...
2012Fo | Format | CSS follow-up26   Business Direction 2012 | Audi Chandigarh
2012 | CSS Audit Report                                                                                    CSS AUDIT REPOR...
2012 | Customer relationship enhancement & retention ► Existing customer engagement                  ► Loyalty Programs   ...
2012 | Q1 Fast Start InitiativesBusiness Plan                                                 Aggressive mailer activities...
Audi Chandigarh | Linked slides, images & creatives30   Business Direction 2012 | Audi Chandigarh
Birthday cards                                  Key to success !                                                 When we m...
We value your interest cards               Anniversary cards       Service alert cards32   Business Direction 2012 | Audi ...
Sales feedback card33   Business Direction 2012 | Audi Chandigarh
After Sales Feedback card34   Business Direction 2012 | Audi Chandigarh
Customers filling in the feedback card35   Business Direction 2012 | Audi Chandigarh
Customer Souvenirs | personalised36   Business Direction 2012 | Audi Chandigarh
Monsoon creative | special customer care !37   Business Direction 2012 | Audi Chandigarh
Special felicitations | employees have fun !38   Business Direction 2012 | Audi Chandigarh
Employee Suggestion Scheme                 Employee to fill the suggestion form and put the                 same into the ...
Employee suggestion form40   Business Direction 2012 | Audi Chandigarh
Training in Progress- After Sales41   Business Direction 2012 | Audi Chandigarh
42   Business Direction 2012 | Audi Chandigarh
43   Business Direction 2012 | Audi Chandigarh
Web Training –Sale and s        Dedicated Web Trainings and Product Trainings44   Business Direction 2012 | Audi Chandigarh
Role Play Contests45   Business Direction 2012 | Audi Chandigarh
Our meetings are a joy ….46   Business Direction 2012 | Audi Chandigarh
Rewards & recognitions47   Business Direction 2012 | Audi Chandigarh
Thank you.48   Business Direction 2012 | Audi Chandigarh
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Audi Chandigarh | moving on | year 2011 to year 2012

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Audi Chandigarh | 2012 | the way forward

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Transcript of "Audi Chandigarh | moving on | year 2011 to year 2012"

  1. 1. Business Direction - 2012Audi Chandigarh_________________________ 12th December 2011, Monday
  2. 2. 2 Business Direction 2012 | Audi Chandigarh
  3. 3. Snapshot of Business initiatives | 2011 Quarterly and Annual Bonus | For all employees linked with their KRA’s Family day | Facilitation of spouses of achievers through certificates & gold coins Motivation factors | Emphasis was given on internal and external trainings. Training modules covered were personality development, team building time & stress management & leadership topics Allied employee benefits | Accidental and Mediclaim insurance policies Employee profiling | PS-16 profiling and Thomas profiling for all Sales employees. Recreational activities | Staff get together on a quarterly basis and cricket tournaments on annual basis Internal working group | Core functional groups for decision making3 Business Direction 2012 | Audi Chandigarh
  4. 4. Snapshot of Business initiatives | 2011 Employee Friendly HR Policies | We introduced employee suggestion scheme & awarded for the best suggestion upon its implementation. | Quarterly facilitation ceremonies for achievers of the trophy “ Lord of the Four Rings” | Introduced a foreign leisure trip for achievers | Introduced a Employee feedback survey to gauge the satisfaction of an employee with employer | Introduced training calendar for all sales staff to monitor the trainings | For achievers, as a special incentive; an Audi was provided to drive / enjoy over the weekend.4 Business Direction 2012 | Audi Chandigarh
  5. 5. Snapshot of Business initiatives | 2011  Strengthen Sales & After-Sales processes | Developed internal data management & follow up processes for better conversion & capturing of any lapses e.g. lost sales process.  Monthly Review Meetings | All departmental heads present their facts & figures which is reviewed by the Managing Director on a monthly basis .5 Business Direction 2012 | Audi Chandigarh
  6. 6. 2011 | Focus on Sales Target | KRA’s July11- Sep11 ( Q 3) Key Result Area ( KRA’s) Target Achieved Sr. No. TOTAL WEIGHTAGE - 100 % Weightage ( b) Quantified(a) Parameter Achievement Parameter Score Vs Quantified achievement (c/a*b)*100 To ensure team members customer prospect generation ( 7% 1 5 329 7 234 9 5.0 conversion ) ( Maximum Weightage=5) to ensure Team Members Customer Prospect to test drive 2 5 247 75 167 71 4.8 conversion ratio ( 75% of CPC) 3 Sales of Cars 30 23 100 20 87 26.1 Finance Targets ( 50% of Total Sale) and 30% of Total Sale has to be only through VW Finance. If 30% of VW finance cases not done then 4 parameter score would be zero . In Case 30% VW finance penetration 5 12 50 8 40 4.0 is achieved but total penetration of 50% is not achieved still full parameter score would be awraded . 5 Insurance Targets ( 80% of Total Sale Achieved) 5 18 80 14 70 4.4 6 Accessories Targets ( 30000/ vehicle) 10 690000 30000 260272 13014 4.3 Extended Warranty Targets ( 75% of Total Sale Achieved which 7 would also include extended warranty sold to exsisting customers 5 14 75 12 60 4.0 eligible for the extended warranty package as per new policy ) Promptness in completion and checking of Customer files ( 100% of 8 5 23 100 20 100 5.0 Sale) within 7 days of sale 9 Sale of demo cars 5 3 100 3 100 5.0 10 Sales of A8/A7/ R8/ RS 5 15 4 100 0 0 0.0 DMS Utilisation with complete information in all given fields ( 100 % ) 11 5 329 100 234 100 5.0 either it is 0 or 5 points Timely P.E.R. reports and execution of tours as planned ( Deviation 12 5 100 100 80 80 4.0 permitted only 3 times for P.E.R. and 1 time for tour ) Total 100.0 71.66 Business Direction 2012 | Audi Chandigarh
  7. 7. KRA CardA fair measure for performance7 Business Direction 2012 | Audi Chandigarh
  8. 8. 2011 | Customer Touch Point InitiativesNew dynamic creatives every quarterDelivery ceremony | Exciting delivery ceremonyGifts at delivery | Champaign bottle, Drivers watch, souvenir, chocolates, Customer photograph in a silver plated photo frameFacility up-keep / Hygiene | We have a checklist and mentor for sameExcellent Pantry services | Selective choices of tea /coffee/ snacks offered to customersPost sales follow-up | 3rd Day and 21st Follow-upsSpecial customised greetingcards on customer’s occasions | Birthdays, Anniversaries , Feedback Cards, contact established through SMS’s etc. Thank you letters along with delivery ceremony photographs mailed, Service Feedback cards to stay in connect. .8 Business Direction 2012 | Audi Chandigarh
  9. 9. 9 Business Direction 2012 | Audi Chandigarh
  10. 10. 2011 | Customer Touch Point InitiativesNew dynamic creatives every quarterDelivery ceremony | Exciting delivery ceremonyGifts at delivery | Champaign bottle, Drivers watch, souvenir, chocolates, Customer photograph in a silver plated photo frameFacility up-keep / Hygiene | We have a checklist and mentor for sameExcellent Pantry services | Selective choices of tea /coffee/ snacks offered to customersPost sales follow-up | 3rd Day and 21st Follow-upsSpecial customised greetingcards on customer’s occasions | Birthdays, Anniversaries , Feedback Cards, contact established through SMS’s etc. Thank you letters along with delivery ceremony photographs mailed, Service Feedback cards to stay in connect. .10 Business Direction 2012 | Audi Chandigarh
  11. 11. 1 FACTORY ACT, 1948 Fully Compliant 2 INDUSTRIAL DISPUTES ACT, 1947 Fully Compliant 3 INDUSTRIAL EMPLOYMENT (Standing orders) ACT, 1946 Fully Compliant EMPLOYEES PROVIDENT FUND AND MISCELLANEOUS 4 Fully Compliant PROVISIONS ACT, 1952 5 EMPLOYEES FAMILY PENSION SCHEME ACT, 1971 Fully Compliant 6 EMPLOYEES STATE INSURANCE ACT, 1948 Fully Compliant 7 PAYMENT OF WAGES ACT, 1936 Fully Compliant 8 PAYMENT OF BONUS ACT, 1965 Fully Compliant 9 PAYMENT OF GRATUITY ACT, 1972 Fully Compliant 10 WORKMEN COMPENSATION ACT, 1923 Fully Compliant 11 WELFARE FUND ACT,1965 Fully Compliant11 Business Direction 2012 | Audi Chandigarh
  12. 12. Chandigarh Special initiativeWe successfully achieved an ISO 9001: 2008 certificationwhich is a testimony of our strong processes and systems12 Business Direction 2012 | Audi Chandigarh
  13. 13. 13 Business Direction 2012 | Audi Chandigarh
  14. 14. 2012 | Major manpower retention initiatives► Family day | We would like to continue with the tradition of involving the employee families in felicitation and excursions, which we initiated in the year 2011► Quarterly and Annual Bonus | We intend to disburse monetary benefits to employees linked with their Key Result Areas in order to create enhanced focus on the personality and functional development.► Allied employee benefits | Accidental and Mediclaim insurance policies► Career development plan | PS-16 profiling and Thomas profiling for all Sales employees in order understand their weaknesses and accordingly groom/train them better. This year, we intend to define & launch employee growth programme.► Recreational activities | We intend to have activities like river rafting, staff get- together on a quarterly basis, cricket tournaments on annual basis.► Internal working group | Core functional groups for efficient & quick decision making to be redefined14 Business Direction 2012 | Audi Chandigarh
  15. 15. 2012 | Initiatives► Employee benefits | Employee of the Quarter | Trip to abroad with spouse.► Creating a special B-spoke team | Re-organising sales team to enhance focus on A7, A8, RS-5, A8► Special staff motivation initiatives | We intend to start Yoga classes for our employees before work hours for better stress management and dance classes after work hours.► Internal trainings | We would like to continue with our internal trainings and lay our emphasis on personality development.► Focus on customer delight | emphasising on relationship building which would help us get more references which will in-turn, enhance our business► Focus on monthly target completion by means of accelerated incentive plans and more15 Business Direction 2012 | Audi Chandigarh
  16. 16. Planning a new location - bigger and better !16 Business Direction 2012 | Audi Chandigarh
  17. 17. ChandigarhSpecial initiative We would like to be No.1 Audi dealership in customer satisfaction, sales & service. We will also look at an ISO 14000 certification17 Business Direction 2012 | Audi Chandigarh
  18. 18. Manpower Plan to support growth 2011 2012 Sales Sales Managers 9 11 Manager Pre-owned Cars 0 1 Finance & Insurance 1 2 Customer Relationship CRM team 2 3 Sales support & Sales support & Backoffice Backoffice 4 4 After sales Manager 1 1 Advisor/Mech 2 2 Advisor / body shop 1 1 Warranty controller 1 1 Dentor/Painters 3 4 Technicians 4 5 Washermen 3 5 Accounts Accounts 4 4 Marketing Marketing 2 2 Outsourced/ Staff Peons 2 2 Sweepers 3 3 Security 4 618 Business Direction 2012 | Audi Chandigarh
  19. 19. 19 Business Direction 2012 | Audi Chandigarh
  20. 20. ChandigarhCustomer eccentric initiatives20 Business Direction 2012 | Audi Chandigarh
  21. 21. Sales Vision | 2012 To strive towards achieving customer delight by means of  Leading a well trained and motivated team : Customer First !  Always staying in connect with the customers  listening and understanding to customer requirements  Giving prompt and timely assistance to our customers  To remain focused and ensure Customer Delight21 Business Direction 2012 | Audi Chandigarh
  22. 22. 2012 | Initiatives  Daily Incident report  CSS Audit Sheet  Soft skills trainings  Personalized letter from the Director | Audi Chandigarh  Personalized bouquets and cakes at delivery ceremony22 Business Direction 2012 | Audi Chandigarh
  23. 23. Daily Incident Report (DIR) DIR | Advantages Control support parameters Issue tracking next day Minimum grapevine Accurate solution Accountability of team Reference at the end of the month Problem solving before a CSS call CSS Action Plan on Service Feedback |201223 Business Direction 2012 | Audi Chandigarh
  24. 24. CSS Audit Report | Internal check Parameters _________________________________________ CSS AUDIT REPORT ► Date of Delivery Date of Delivery: Model purchased: ► Model purchased Customer Name: Sr. YES No ► Customer Name Particulars 1 Customer handling ► Customer handling Welcome and reception at dealership at the time of 2 delivery 3 Friendliness of salesperson ► Welcome and reception at dealership at the 4 Time of salesperson for customer time of delivery 5 Handover 6 Adherence to promised delivery date ► Friendliness of salesperson 7 Information about the timing 8 Car handing over as special experience ► Time of salesperson for customer 9 Explanation of functions & controls 10 Introduction contact partner After Sales ► Handover 11 Introduction of a contact partner for after sales ► Adherence to promised delivery date 12 Follow-up contact 13 Contact after delivery of new car ► Information about the timing 14 Appearance 15 Overall appearance ► Car handing over as special experience Updation of all details required in the 16 completion of the file ► Explanation of functions & controls 17 Written Correspondence 18 Business card exchanged Audited by: Observer: Approved by:24 Business Direction 2012 | Audi Chandigarh
  25. 25. CIS | Advantages► Acts as an internal CSS checklist.► Evaluation on CSS parameters.► Immediate identification of key areas for improvement.► Acts as a guideline for the sequence.► Setting up a standard process for sales.CSS 2012 | Objectives To track the right customer. To track issues in time before escalations. To add WOW effect to sales process. To set a flawless process for sales and after-sales. To solve all the issues at dealership level. To reach out to all existing Audi owners.25 Business Direction 2012 | Audi Chandigarh
  26. 26. 2012Fo | Format | CSS follow-up26 Business Direction 2012 | Audi Chandigarh
  27. 27. 2012 | CSS Audit Report CSS AUDIT REPORT Date of Delivery: Model purchased: Customer Name: ► CSS AUDIT REPORT ► Date of Delivery: Sr.No. Particulars YES No ► Model purchased: 1 Customer handling Welcome and reception at dealership at the ► Customer Name: 2 time of delivery 3 Friendliness of salesperson ► Customer handling 4 Time of salesperson for customer ► Welcome and reception at dealership at the 5 Handover 6 Adherence to promised delivery date time of delivery 7 Information about the timing 8 Car handing over as special experience ► Friendliness of salesperson 9 Explanation of functions & controls ► Time of salesperson for customer 10 Introduction contact partner After Sales 11 Introduction of a contact partner for after sales ► Handover 12 Follow-up contact ► Adherence to promised delivery date 13 Contact after delivery of new car ► Information about the timing 14 Appearance ► Car handing over as special experience 15 Overall appearance ► Explanation of functions & controls Updation of all details required in the 16 completion of the file 17 Written Correspondence 18 Business card exchanged Audited by: Observer:27 Business Direction 2012 | Audi Chandigarh Approved by:
  28. 28. 2012 | Customer relationship enhancement & retention ► Existing customer engagement ► Loyalty Programs ► Complaints Handling ►CRM meets, ►Delighting the customer by offering ►CRM escalation matrix in place ►Current customer connect events him free wash / dry-cleaning coupon ► Introduction of Daily Incidental Report ►Driver training programme on the occasion of his cars 1st 2nd 3rd ►Intro of CSS- Service feedback anniversary ►Customer visits by customer delight manager for faster complaint resolution Referral Programme ► An attempt to make a new car ► Customer lifecycle ► Database Management Delivery memorable ►Special privileges for current ► Regular updation – DMS ► Special customer care customers and those opting for a ► Segmentation ► Wine second car ►Acquisition data compilation ►Chocolates ►Driver watches ►Photo frames ►Flowers28 Business Direction 2012 | Audi Chandigarh
  29. 29. 2012 | Q1 Fast Start InitiativesBusiness Plan Aggressive mailer activities on acquisition lists with more focus on new acquisition data Fast track | Company initiative -A /directories etc. Exciting overseas trips for sales ( couples ) , Fast track | Company initiative -B Special monetary benefit schemes, incentives, bonuses for all employees Upcountry events at multicity locations. To get more involved in the tyre burner and cannon ball club to Fast track | Company initiative -C strengthen the personal relationship and generate business from them and through them Introduction of referral programme Fast track | Company initiative -D for existing customers Categorizing customers to their professions and organising Fast track | Company initiative -E special cocktails/dinners for specific target audience Involvement of Sr. management to Fast track | Company initiative -F push early closure of sales cases especially on the B-Spoke cars29 Business Direction 2012 | Audi Chandigarh
  30. 30. Audi Chandigarh | Linked slides, images & creatives30 Business Direction 2012 | Audi Chandigarh
  31. 31. Birthday cards Key to success ! When we miss a sale, After Sales Feedback card we do not forget to mention same31 Business Direction 2012 | Audi Chandigarh
  32. 32. We value your interest cards Anniversary cards Service alert cards32 Business Direction 2012 | Audi Chandigarh
  33. 33. Sales feedback card33 Business Direction 2012 | Audi Chandigarh
  34. 34. After Sales Feedback card34 Business Direction 2012 | Audi Chandigarh
  35. 35. Customers filling in the feedback card35 Business Direction 2012 | Audi Chandigarh
  36. 36. Customer Souvenirs | personalised36 Business Direction 2012 | Audi Chandigarh
  37. 37. Monsoon creative | special customer care !37 Business Direction 2012 | Audi Chandigarh
  38. 38. Special felicitations | employees have fun !38 Business Direction 2012 | Audi Chandigarh
  39. 39. Employee Suggestion Scheme Employee to fill the suggestion form and put the same into the suggestion box HR Dept to collect the suggestion form from the suggestion box every morning HR department to analyse the suggestion with the concerned H.O.D. If suggestion considered to have some merit, same to be forwarded to G.M. Operations for approval Employee to get a cash award of Rs. 1000/- in case his/ her suggestion is implemented . HR department to share the suggestion with M.D. in the MRM HR Department will review the effect of suggestions on a monthly basis with the G.M.-Operations in the meetings.39 Business Direction 2012 | Audi Chandigarh
  40. 40. Employee suggestion form40 Business Direction 2012 | Audi Chandigarh
  41. 41. Training in Progress- After Sales41 Business Direction 2012 | Audi Chandigarh
  42. 42. 42 Business Direction 2012 | Audi Chandigarh
  43. 43. 43 Business Direction 2012 | Audi Chandigarh
  44. 44. Web Training –Sale and s Dedicated Web Trainings and Product Trainings44 Business Direction 2012 | Audi Chandigarh
  45. 45. Role Play Contests45 Business Direction 2012 | Audi Chandigarh
  46. 46. Our meetings are a joy ….46 Business Direction 2012 | Audi Chandigarh
  47. 47. Rewards & recognitions47 Business Direction 2012 | Audi Chandigarh
  48. 48. Thank you.48 Business Direction 2012 | Audi Chandigarh
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