“ Reinforcement Internal Dealer KPI Monitoring

by CS SOP Management
to Support Target Achievements”

CS SOP Management
As a Tool to Monitor Dealer Operation
By: Irwan Supriyono

Bali,19-20 April 2018

4/16/2018 MARKETING WORKSHOP XIII 1

 Marketing Workshop XIII Theme :
Increasing 3S Productivity by Optimizing
Daily Process & Strong Monitoring

SOP MANAGEMENT
(Monitoring Based on KPI)

HR Guideline for Attracting & Developing

MW 13 (HR Marketing & Onboarding Program)

Grab Retail Customer

4/16/2018 MARKETING WORKSHOP XIII 2
 Why we set up
CS SOP Management?

4/16/2018 MARKETING WORKSHOP XIII 3

Background

Implement CS SOP Dealer Head Office show good

compliance, How about Branch Operation??

Dealer HO Audit Result

80% 5%
78% 4% 4%
78% 4%
76% 75% 4%
74%
3% 73%
3%
72%
70% 3%
70% 69% 69% 69%
2%
68%
66% 2%
66%

64% 1%

62% 0% 1%
60% 0%

Sales Service Spare Parts Total

2016 2017 Growth

4/16/2018 MARKETING WORKSHOP XIII 4

Background
Branch Productivity still below National Target
and HO (Less Than 60%)
National Actual
Diff.
KPI Target Average
HO Branch HO Branch HO Branch

Bay Productivity 2.00 2.00 1.49 0.82 - 0.51 - 1.18

Salesman
1.45 1.45 3.87 1.98 + 2.42 + 0.53
Productivity
Mechanic
1.03 1.03 0.84 0.41 - 0.19 - 0.62
Productivity

Improve Branch Operation

by CS SOP Branch!!
4/16/2018 MARKETING WORKSHOP XIII 5
Background
We already have SOP for Operation,
How about Management Level?

Management Level…..
how to monitor, evaluate &
take counteraction

Operational Level Guideline

Operational level

CS SOP v1 CS SOP v2 CS SOP Branch

4/16/2018 MARKETING WORKSHOP XIII 6
Concept of
CS SOP Management
CS SOP Management are :
A guidance of dealer’s management to monitor/control Outlet operation

Dashboard Utilize tools Monitoring

KPI Monitoring 1. Daily KPI
2. Weekly KPI
3. Monthly KPI

Guidance Support for target

possible cause Action plan achievement
& countermeasure based on guidance

4/16/2018 MARKETING WORKSHOP XIII 7

Benefit
Utilize CS SOP Management to :

Get clearly each KPI to be monitored

Update condition daily, weekly & monthly

Take appropriate counteraction

Improve Outlet (HO & Branch)

Performance
4/16/2018 MARKETING WORKSHOP XIII 8
Content at Marketing Workshop Batch XIII
CS SOP Management
In this Event you will Get........
1. Explanation about 3S KPI at CS SOP
Management that must be monitor &
evaluate

2. How to monitor and evaluate KPI by

Reading Dashboard

3. How to analyze and make

countermeasure based on dashboard
result
4/16/2018 MARKETING WORKSHOP XIII 9
 Why we set up
HR Guideline for
Attracting & Developing ?

4/16/2018 MARKETING WORKSHOP XIII 10

Background
To achieve 3S target 2018,
We must prepare availibility 3S Manpower +- 359 People
Productivity junior salesman 0.5->0.85, mechanics 0.65->0.76

No. Position 2017 2018 Additional

(Plan)
1 Salesman 795 1111 +316
How
2 Mechanics 797 819 +23
To Do
3 FA 53 64 +11
4 Part Fleet Salesman 53 63 +10
TOTAL 1698 2057 +359
1. Atrractive
Productivity
Recruitments
1 Salesman (*) Total
- Junior 0,5 0,85 +0,39 Methode
- Senior 2,2 2,3 +0,1 2. Development
2 Mechanics 0,65 0,76 +0,11 for New Comers
Employee
* Sales Contribution from Retail Sales by Salesman only 50%

4/16/2018 MARKETING WORKSHOP XIII 11