ACTION PLAN FOR A1 KAPPALUR BOLERO SECTION

NO 1. DESSLCRIPTION VEHICLE RECEVING PROCESS OBSERVATION 1 DELAY IN ATTENDING CUSTOMER VEHICLE 2 NOT LISTENING/NOT PAYING ATTEN TION TOWARDS CUSTOMER (WHILE EXPLAINING TO THE Sr Adv ) ACTION PLAN 1.Sr Adv MUST ALWAYS AVAILABLE IN RECEPTION 2. WARM WELCOMING TO THE CUSTOMER 3.SrAdv SHOULD LISTEN CARFULLY 4.TAG MAY BE USED FOR EACH VEHICLE TO INDICATE THE SL NO OF THE VEH.{BY DOING IT WILL GIVE CONFIDENT ON TO THE SrAdv) 1.Sr Adv MUST CHECK THE VEH Sr HISTORY AND TO EXPLAINED TO THE CUSTOMER.(BY DOING Sr Adv GET BEST IMPRESION FROM CUSTOMER.) I.SrAdv MUST IMPROVE TECHNICAL AS WELL AS REPAIR COST KNOWLEDGE. 2. Sr Adv AND Sup ALWAYS SHOULD HAVE A CO ORDINATION ABOUT VEHICLE STATUS.IF IT DELAYS WELL IN ADVANCE HE SHOULD INFORM TO THE CUSTOMER. TIME CARD TO BE ANALYSED BY SUP AND INCHARGE WITH COMPARISATION OF SCHEDULED TIME AND ACTUAL TIME TAKEN BY DOING THIS SDD AND BAY PRODUCTIVITY CAN BE IMPROVED SrAdv MUST HAVE A TRACK SHEET IN HAND ALWAYS WITH VEH STATUS UPDATION.(BY DOING THIS WE CAN AVOID DELAY DELIVERY

2.

VEH SERVICE HISTORY

1 NON OF THE Sr Adv ARE NOT CHECKING THE VEH SERVICE HISTORY IN FRONT OF THE CUSTOMER 1.REPAIR COST AND TIME DELIVERY IS EXTREMLY VERY HIGH WHILE COMPARING WITH INVOICE COPY

3.

REPAIR COST AND TIME DELIVERY

4.

TIME CARD

TIME CARD IN COMPLETE, NO FOLLOW ACTION

TRACK SHEET

1.NON OF THE Sr Adv NOT USING THE TRACK SHEET 2.NOT HAVING SELF INVOLMENT/INTEREST ABOUT VEH STATUS. 3. Sr Adv NOT IN POSITION TO EXPLAIN THE VEH STATUS WHILE CUSTOMER IN CALL.

6.

SAME DAY DELIVERY

1.SAME DAY DELIVERY IS VERY LOW 2. SUP DOES NOT HAVE ANY PLAN.

7.

VEH SER STATUS BOARD

STAGED DELIVERY

1.VEH SER STATUS BOARD NOT MAINTAINED/ NO FOLOWUP 2. ONLY PRESENT DAY VEH STATUS ONLY AVAILABLE NOT IN PREVIOUS DAYS. 1.PROMISED DELIVERY TIME IS MORE THAN ONE VEH IN SAMETIME AND SAMEDAY. 2.THIS WILL EFFECT THE BILLING PROCESS AND DELIVERY PROCESS.

1.SAME DAY DELIVERY CAN BE INCREASED BY IMPLEMENTING FREE SERVICE BAY (AVERAGE PER DAY 5 TO 6 VEH OUT OF 15 RO) WAIT AND TAKE POLICY. 2. PARTS AVAILABILITY 3.PNA REGISTER TO BE MAINTED. 1.Sr Adv AND SUP MUST MONITOR STATUS BOARD IN EVERY ONE HOUR. 2.RFD VEH TO BE INFORMED TO THE CUSTOMER FREQUENTLY.

9.

N D C CALL

1.NDC CALL IS NOT EFFECTIVE.

1.Sr Adv MUST HAVE A CO ORDINATION WITH SUP REGARDING WORK LOAD ON THE FLOOR. 2.DELIVERY TIME GAP SHOULD BE MAINTAINED AECH VEH TO AVOID DELAY DELIVERY DURING VEH DELIVERY PROCESS. 1.UNSATISFIED CUSTOMER SHOULD CALLED BACK TO THE WORKSHOP OR 2.DOORSTEP(HOMEVISIT) CAN BE ATTENDED. 1.SR ADV MUST EXPLAININ EACH AND EVERY COMPLAINT AS PER JOB CARD . 2.BILL COPY ALSO TO BE EXPLAINED. 3.NEXT SERVICE STICKER TO BE PASTED IN APPORIATE PLACE. 4.SER ADV SHOULD GIVE HIS CONTACT NO FOR ANY KIND OF HELP/ASSITANCE. 1.ROADTEST REGISTER TO BE IMPLEMENTED TO HAVE A PROF FOR ROAD TEST.

10.

SER ADV EXPLANATION

1.CUSTOMERS ARE NOT SATISFIED WITH SR ADV EXPLANATION.

11..

ROAD TEST REGISTR

1.ROAD TEST REGISTER NOT AVAILABLE.

12.

TSB

1.TSB TO BE CIRCULATED TO ALL TECH DURING MORNING MEETING AND TO BE DISPLAYED IN BOARD

13.

EXT WARRANTY

1.MOST OF THE SER ADV NOT HAVING EXT WARRANTY POLICY KNOWLEDGE.

1.TSB TO BE CIRCULATED TO ALL TECH DURING MORNING MEETING AND TO BE DISPLAYED IN NOTICE BOARD. SO THAT TECH/SER ADV/SUP HAVE A AWARNESS OF ANY CHANGES/MODIFICATION ON TO THE VEH. 1.SER ADV /SUP SHOULD AWARE OF EXT WARRANTY POLICY. 2.WHILE MAKING INVENTORY/JOB CARD SER ADV CAN PROMOTE EXT WARRANTY( BY DOING THIS WE CAN IMPROVE THE WORKSHOP INFLOW)

14.

SPECIAL TOOLS

1.AS PER MAHINDER SPECIAL TOOLS NOT AVAILABLE.

1.SPECIAL TOOLS MAY BE PROVIED BY USING THIS WE CAN AVOID DAMAGE ON THE PARTS. 1.PROTECTIVE COVER MUST BE USED IN COMPOLSERY DEFAULTER MAY BE IMPOSED

15.

PROTECTIVE COVER

1.MOST OF THE TECH ARE NOT USING PROTECTIVE COVER.