A service person should remember every time these points for 100 % achievements of an Automobile dealership.Achievements reflect 100% Customer RETENTION

1. A SERVICE PERSON’S KEY
POINTS
Automotive Dealerships
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2. PDCA CYCLE
PLAN → DO → CHECK → ACT
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ACT PLAN
DOCHECK
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3. Process Improvement Tool

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P
DC
A
Quality
Improvement
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4. SERVICE TARGETS
 LABOUR
 Types of Labour*
 SPARE PARTS
 LUBRICANTS Achievement
 ACCESORIES
 Others*
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5. Target Vs Achievement
Achievement Volume ( Inflow )
Volume - Smr , Psf ,Walk In
Manpower – Productivity ,TAT , Repeat Job
Machinery – Amc , Breakdown ,Tools Set ,Periodic
maintenance
Spare Parts – Spare Ordering , Back Up , Arrangement
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6. Key points to Achieve
Service Target
 Daily monitoring from the Security post to
Washing ramp.
 Discuss previous day Profit ,Loss & Short fall.
 Solve previous days problems and take
remedy.
 Focus to be given on FirstTime Right Repair.
 Special team to be available to attend
dissatisfied customers .
 Breakdown team should be alert 24*7 with
Tools and spare parts .
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7. How To Improve Volume
 Warranty Exit Customer Meet
 Service Due Reminder Sms / Call
 Lost Customer Meet.
 Greeting customer for Birthdays , Anniversary
etc.
 Service Marketing , Field service , Home visit
etc.
 In house activity on special day for attracting
customers
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8. Service Advisor is the Key
Person of a Workshop ???
 Because 97 % of customers meet only
allotted Service Advisor , So a Service Advisor
is a key person of aWorkshop.
Meet the customer with a smile, polite and
earn customer retention.
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9. Service Advisor should act
 Vehicle Delivery At Promised DeliveryTime
 Explanation OfWork After Service
Complete
 Reasonable Charges For Servicing
 Should given the estimated cost & take
approval to do the work.
 Final Inspection
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10. Service Advisor should act
 Vehicle Returned Clean
 InformWhen Service Completed
 RoadTest
 InformedWhenTo Schedule NextVisit
 ReasonableTime For Servicing
 Notify For Service Due - Service Reminders
Follow-Up For Customer NotVisiting
 HomeVisit ByThe Service Advisor.
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11. Service Advisor should act
 To ensure that the customer is attended to
within a reasonable time after his/her arrival
at the workshop.
 To get customer approval for the services to
be carried out on the vehicle and to ensure
smooth transaction during the service
process.
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12. Daily Follow-ups – Weak Points
 Same day delivery.
 Leave & Late of employee.
 Work processTime &TAT.
 CustomerWaitingTime.
 Customer Complaints.
 Lost Customer Call /Visit.
 Warranty Audit.
 Tools Audit.
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13. Daily Follow-ups – Weak Points
 House Keeping
a) Front Office
b) Engine Room
c) Warranty Room
d) Workshop Floor / Bays
e) Spare Parts Room
f) Tools Room
g) Rest Room , etc.
 Workshop Equipment Productivity.
 Workshop Equipment Maintenance.
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14. Daily Follow-ups – Weak Points
 Spare Parts Availability ( Do ABC Analysis).
 CSI.
 Customer complaints.
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15. Thank You
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