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
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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M a n a g e m e n
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