FURTHER EXCELLENCE Automotive Dealership Performance WEB

8/10/2019 FURTHER EXCELLENCE Automotive Dealership Performance WEB

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TRUST

FURTHER EXCELLENCE

SUSTAINABILITYSALES PERFORMANCE

QUALITYCUSTOMER EXPERIENCE

COMPLIANCEDEVELOPMENTCOMPETENCE

HOW CAN YOU CONTINUALLY ENHANCECUSTOMER EXPERIENCE?DEALER NETWORK PERFORMANCE ASSESSMENTS


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ENHANCECUSTOMEREXPERIENCE

ACROSS YOURFRANCHISE

NETWORK


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Exciting television car adverts,glossy magazine advertorialand the lure of the new makepeople ready to part with theirhard-earned cash for a brand newcar. However, buying a new caris second only to purchasing a

home in terms of expenditure forthe average person. So when itcomes to ensuring people leaveyour dealership in a new vehicle,the service has to be anything butaverage. From the greeting at thedoor, to the operation and servicingof the vehicle in the after salesperiod your product must delivera flawless premium service.

For any OEM, making sure thispremium service is experiencedacross a franchise network is adifficult task that SGS can help tosolve. Through our global networkand expertise in Dealer NetworkPerformance Assessments we canoptimise your customer experienceand maximise your revenues.

OUR DEALER NETWORKPERFORMANCEASSESSMENTS

OPTIMISE YOURCUSTOMER EXPERIENCEAND MAXIMISEYOUR REVENUES.

CUSTOMER EXPERIENCE

TRUST


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CUSTOMER FOCUSED ASSESSMENTS

SALES INCENTIVE

AUDITS

SALES PERFORMANCE

ASSESSMENTS/MYSTERY

AUDITS

AFTER SALES

PERFORMANCE

ASSESSMENTS

NETWORK

DEVELOPMENT

SUPPORT

STANDARD AUDITS

WARRANT Y AUDITS AND

ASSESSMENTS

CUSTOMER

EXPERIENCE

DEALER PERFORMANCE ASSESSMENTS

AUDITING TOOLBOX

ANNOUNCED AUDITS UNANNOUNCED AUDITS

FACILITIES AND PROCESS

SETUP

CHANGEABLES

(CARS, DECORATION)BEHAVIOURS, SKILLS, PRICING, COMPETITIVENESS

OPEN OPEN

DISCLOSED

HIDDEN

NON DISCLOSED

STATIC STANDARDS SEMI-STATIC STANDARDSDYNAMIC PROCESS

CONSULTING

DYNAMIC PROCESS

CONTROL


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SGS WARRANTY SERVICES

Warranty issues often causeinconvenience that leads to customerdissatisfaction with the brand. To avoidthese issues a dealer network mustbe optimally engaged in a complexmulti-way exchange of information,parts, services and invoicing. A wellfunctioning warranty process canturn an otherwise negative eventinto a potentially profitable businessopportunity. Hence, warranty auditsneed to examine the full picture of: thedealers service area, the audited repairand the effectiveness of all processeswithin the service area.

According to the results found in the2012 SGS US Dealer SatisfactionSurvey: Warranty Administration in theAutomotive Industry, 64% of dealersasked said they that found the warrantysystem of their main brand simple.However, single brands had 25% ofunsatisfied dealers, suggesting thatthere is still some work to be done toimprove the warranty administration ofsome brands. SGS Warranty Services

enable your organisation to operatein the most efficient way possible bysupporting you in gaining a completeunderstanding of your warranty process.Our services also guide you on how to

develop your warranty operations toensure your dealers are fully satisfied.

SGS Warranty Audits include a thoroughinvestigation into overspending duringwarranty periods, covering:

Identifying dealers KeyPerformance Indicators

Understanding out-of-line areas

Identifying claims to be audited byanalysing all claims from a dealer

Audit planning

Onsite auditing of facilities, processsetup, procedures and technical issues

Analysis of claim consistency

Defining debits

Highlighting approved deviationsfrom procedures

Reporting

Monitoring improvement

As a result, OEMs can improve controlof dealers warranty invoicing processesthrough pre-payment approvals or post-payment audits or screening.

Our service covers the entire automotivewarranty control chain:

Pre-authorisation support

Post-payment claim screening

Consultative warranty reviews

Formalised warranty audits

Regular audit (or basedon selection)

Random claim selection,review and debit

Goal: Improve behaviourthrough financial penalties

Manual review of selected claims based on

predetermined rules

Goal: Detect issues and correct

Validation of claims(automated)

Manual review of rejects

Goal: Control recognisedcritical issues in advance

Train repairers to consultKPIs on a daily basis

Select out of line repairersbased on KPIs, preselectclaims, review, coach andconsult repairers

Goal: Improve behaviourthrough management insight

WARRANT Y HANDL ING AND CONTROL

F O R

M A L

A P P R

O V A L S

R E V I E W

S

W A R R

A N T Y T R A I N I N G

H A N D L I N G /

S C R EEN I N G

A

N D C O N S U L T

A T I V E

A U D I T

S

O P E R

A T I O N A L

C L A I M

E S C A L A T

I O N

COMPLIANCE


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THE BENEFITS OF SGS

WARRANT Y AUDITS

SGS Warranty Audits provide analternative method to control theperformance of dealers and help youfind the right balance between audits,pre-authorisation hotlines and claimscreening activities. By investigating

expenditure, overspending can beavoided, processes can be streamlinedand your customers brand perceptionscan be protected from damage.We provide you with a service thatmaximises the effectiveness of warrantyaudits and reviews. Our warrantyauditors and auto warranty advisorshave an extensive technical knowledgeof the automotive industry and OEMsprocesses and procedures. Using ourexpertise we precisely align everyelement of our Warranty Audits to theneeds of your organisation.

SGS WARRANTYAUDITS ENABLE YOUTO BETTER MANAGEPROCESSES ANDCONTROL SPENDING.

QUALITY

COMPETENCE


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SGS STANDARD AUDITSKEY ELEMENTS OF A SUCCESSFUL STANDARD MANAGEMENT SYSTEM

TRAININGTOOLS

EQUIPMENT

IT

BUSINESS PLAN

FINANCIALS

PROCESS CONTROLS

BEHAVIOUR

PRICES

RELIABILITY

COMPETENCEVS.

COMPETITION

CUSTOMER HANDLING

BUILDINGS

PEOPLE

SKILLS & BEHAVIOUR

VISUAL IDENTITY

FACTORS INDIRECTLY INFLUENCING

THE CUSTOMER

FACTORS DIRECTLY

INFLUENCING THE CUSTOMER

ADD VALUE TO CUSTOMER TO BE A

BRANDED DEALER / WORKSHOP

COMMUNICATED

PLAN

COACH &

CONSULT

DO

MEASURED

CHECK

FOLLOW UP

ACTSUPPORT

SERVICE QUALITY SALES SUCCESSCOMPETITIVE

ADVANTAGEVALUE FOR MONEY BRAND IMAGE

CUSTOMER SATISFACTION

SUPPORTING

Standard Audits assess a variety offactors that directly or indirectly influencecustomers and with that, your brandimage. They evaluate facts, data, layouts,Key Performance Indicators (KPIs) andother similar elements. Standard Auditscover dealer network developmentas well as dealer compliance with therequirements of the European Union BlockExemption Regulation (BER).

SGS Standard Audits check dealeroperations against the required OEMstandards and systematically demonstrateweaknesses at your dealers and repairersby analysing trends, including:

Visual identity (e.g. facts and perceptionof the facilities)

Equipment

Pricing and financing

Test drives or demonstrations

People and training situations

Staffing and the level of training in salesand after-sales

Behaviours and quality ofwork execution

Professionalism (e.g. sales, after-salesservice and support)

IT tools and computer systems

Financial stability

Site and real-estate potential

SGS develops and agrees audit criteriawith you before commencing any visitto your chosen sites. Each criterion isassessed with a simple complies ordoes not comply; alternatively we candevelop a more sophisticated valuationthat defines minor and major deviations.

Standard Audits are applied in two ways:

New Application Audits to check thepreliminary requirements in relation tothe standard (i.e. the number of squaremeters of covered and uncoveredsurfaces, and the number of employees)

Surveillance Audits/Contract UpdateAudits to focus on maintaining the

standard and requirements, whileupdating resources and the codesof practice for sales and after-salesactivities to ensure compliance with theOEM Standards requirements

Standard Audits can start with a self-assessment by the dealer, which providesa reference point for the results. Theaudit results, wherever possible, usequantifiable data that is gathered andmeasured onsite. Our team of automotiveexperts ensure the results are meaningfuland supplied with aggregate failure andtrend analysis. Our analysis of the dataalso allows for benchmarking of your

dealer network against your competitors,ensuring you have the information youneed to stay ahead. Audit results may alsoserve as evidence in legal cases followinga contract termination.

SGS can execute the audits for you asa variable cost element (if and whenrequired). All our audits are delivered withconsistent execution and comparableresults between dealers. As an accreditedcertification body for most ISO standardsour Standard Audits can be integrated

into ISO 9001 audits. They can also beexpanded to include follow-up visitsand incorporated into global reports forindividual assessments and generalbusiness assessments.


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SGS Mystery Audits are offered as atool to check a dealer without affectingthe checked employees. We pre-agreewith you a set of criteria to evaluate yourdealers behaviours.

Our Mystery Audits report on the serviceelements customers notice, including:

Reaction on phone calls, e-mails,

website activities The general appearance of the

showroom on the day of the audit

Staff availability, friendliness,appearance and attitude

Waiting times, response times, transfers

Vehicle reception and delivery

Transaction prices / offered prices

Service fulfilment (in time delivery,quality of work)

Actual provision of courtesy cars or costestimates

Quality of the work done(workshop tests)

Explanations of offers and invoices

We tailor each audit to your individualbrand needs. An SGS Mystery ShopperProfile is constructed to visit a dealershipand simulate a potential customer inorder to report on the service elementobjectives important to you.

STATE-OF-THE-ART INFORMATION

TECHNOLOGY FOR MEANINGFUL DATA

MANAGEMENT

SGS utilises state-of-the-art IT solutionsfor a real-time overview of how thebrand ethos is respected and presentedin individual locations, across regionsand geographies. An Internet reportingdatabase, containing the auditor results,is managed to precisely match your audi tobjectives and to optimise the reporting.The database provides you withinformation (e.g. project scorecards,individual dealership scores, localstatistics, global trends and aggregateaudit findings) at any time during theaudit process so you can track yourdealers conformity to brand standardsof quality and service.

OUR INTERNETREPORTING GIVESYOU REAL TIMEINFORMATION ONDEALER QUALITYAND SERVICE.

SGS MYSTERY AUDITS

SERVICES FROM DEALERS & AUTHORISED WORKSHOPS

RESPONSIVENESS COMPETITIVENESS WORKSHOP QUALITY

OFFER/TRANSACTIONPRICING COURTESY CARS LEAD MANAGEMENT

AUDITING CUSTOMER EXPERIENCE

FRIENDLINESSTEST DRIVEMYSTERY

AUDITS


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THE BENEFITS OF STANDARD AUDITS

AND MYSTERY AUDITS

Our Dealer Network PerformanceAssessments give you a wide range ofbenefits, including:

The largest provision of worldwideindependent and impartial auditingservices , so you can feel confident

you are getting audit results youcan trust

Access to our unique worldwidenetwork and globally consistentservice gives you the opportunity tobenchmark against your competitorsaround the world

Supply of the number of qualifiedauditors you need to meet thesize and timescale of your project,meaning you get audit results fast

Based on your objectives ourprofessional and experienced auditorsdeliver results-oriented audits, givingyou the information you need to makeinformed business decisions

Our auditing team has a wealth ofexperience in 2nd party auditingfor Automotive OEMs; theyunderstand your operations andwhat you need to know to ensureyour brand is fully protected

Our state-of-the-art IT solutionsprovide a real-time overview ofyour brand ethos presentation,across regions and geographies,precisely managed to your auditreporting objectives

SGS INCENTIVE AUDITS

Rules for incentives are oftencomplicated and potentiallyoverlapping which leaves roomfor errors or even fraud. Our 2013European Dealer Satisfaction Surveyfound that almost a quarter ofdealers think the administration ofsales bonuses and incentives is toocomplicated, with only 32% of thosebeing surveyed rating it as simple.

WE PROVIDE GLOBALIMPARTIAL AUDITSPERFORMED BYQUALIFIED AUDITORS.

Incentive Audits help you preventany misuse of discount campaigns,intended or otherwise, and control thefinancial flow between OEM and dealer.We evaluate the impact of discountcampaigns and assist in rectifying anyineffective allocations of incentives.

We have an experienced team of

independent automotive auditors, whoprovide a complete audit service thatcovers every aspect of incentives.We ensure a thorough search foroverspending during sales campaignsand when implementing discountpolicies, including:

Identification of dealers to be auditedon the basis of statistical performance

Identification of discount initiativesto be audited in a pre-establishedinterval of time

Planning of the audit

On-site audit of sales contracts

Verification of implementation andcompliance with discount policies

Gathering and validation ofthe evidence

Identification of inconsistenciesor non-conformities and the sourceof the issue

Identification of wholesaleapproved deviations

Reporting

Chargeback

Monitoring of improvement

SALES PERFORMANCE


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O E M DEALER 1 DEALER 2 DEALER 3 DEALER 4 DEALER 5

L O S T P R O F I T S

I N C E N T I V E M O N E Y

ONE DEALER MISUSING DISCOUNT INCENTIVES CAN LOWER THE PROFITABILITY OF THE ENTIRE NETWORK

= DISCOUNTS

PROTECT PROFITABILITY AND CONTROL COSTS

THE BENEFITS OF SGS

INCENTIVE AUDITS

SGS Incentive Audits offer a wide rangeof benefits, including:

Immediate cost savings due to thedeterrent effect

Evidence that the actual discountsgranted to the customer are inaccordance with OEM commercialpolicies and campaigns

A higher level of clarity and control inthe OEM discount policies for the dealer

Identification of dealers that are athreat to your brand so that you can act

Dealer assistance pre- and post-audit

preparing audit documentation andmanaging the complaints saving timefor OEMs

We help you to:

View the structure ofincentive allocations

Evaluate the possibility of debiting

back incentives that are proveninaccurate while identifying anappropriate penalty model

Avoid non-applicable special discounts(e.g. demo or small fleet discounts) bysingle dealers

Overall your organisation benefits fromimproved cost control and a greater levelof trust between you and your network. DEVELOPMENT


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ABOUT SGS

SGS is the worlds leading inspection,verification, testing and certificationcompany. SGS is recognised as theglobal benchmark for quality andintegrity. With more than 75 000employees, SGS operates a networkof over 1 500 offices and laboratoriesaround the world.

SGS can support you in the definitionof the audit programme and itsgoals, by using our experience in theautomotive industry and benchmarkingto best practices. We deliver auditresults and analysis in a concise, clearand meaningful format; and makerecommendations for action plans onany issues arising with dealers to ensurethe improvement of your business.

Enhancing processes, systems and skillsis fundamental to your ongoing successand sustained growth. We enable you tocontinuously improve, transforming your

services and value chain by increasingperformance, managing risks, bettermeeting stakeholder requirements, andmanaging sustainability.

With a global presence, we have a historyof successfully executing large-scale,complex international projects. Ourpeople speak the language, understandthe culture of the local market andoperate globally in a consistent, reliableand effective manner.

TO LEARN HOW SGS CAN HELP YOU

ACHIEVE SALES & AFTER SALES

SERVICE EXCELLENCE VISIT

WW W.SGS.COM OR CONTACT

[email protected]

FOR MORE INFORMATION

We help the automotiveindustry improve performanceand reduce risks

Designated for over 300national and internationalautomotive testing procedures

Global network ofqualified experts

Custom-tailored solutions

Flexible real-time reporting

Unrivalled experiencesupporting governments,manufacturers, traders,financial institutions andinsurance companies.

WHY CHOOSE SGS?

WE HELP DEVELOP ANDDEPLOY ACTION PLANSTO IMPROVE YOURBUSINESS.

FURTHER EXCELLENCE


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WWW.SGS.COM

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G S i s a r e g i s t e r e

d t r a d e m a r

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f S G S G r o u p

M a n a g e m e n t

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FURTHER EXCELLENCE Automotive Dealership Performance WEB

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