SERVICE 3

3.1 BRAND IDENTIFICATION

3.2 FACILITIES
3.3 SERVICE MANAGEMENT
3.4 HUMAN RESOURCES
3.5 COMPETENCES
3.6 SUB DEALER

DEALER STANDARDS MANUAL

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BRAND IDENTIFICATION 3.1
Service workshop
The service Workshop meets
the latest Dealer Identification guidelines.

Service wall sign

The service wall sign is according to
the latest Dealer Identification guidelines.

(see chapter Dealer Identity)

BRAND IDENTIFICATION 3.1
Service uniforms
The service staff are wearing approved Case uniforms.
Uniforms are clean, not faded and torn.

(see chapter Dealer Identity)

BRAND IDENTIFICATION 3.1
Service vehicles identification
Service vehicles meet the latest Dealer Identification guidelines.

(see chapter Dealer Identity)

FACILITIES 3. 2
Appearance of the service department

Interior cleanliness
The Service Workshop's interior is neat, clean and maintained
on a daily basis. There is effective heating and lighting in the service
workshop of the dealership.

Tools
There are clearly marked and indicated areas for tools.

Employees changing rooms / Washrooms facilities

There are changing rooms and washroom facilities for the employees.
Changing rooms and washroom facilities for the employees
are clean and in good condition.
FACILITIES 3. 2
Premises requirements of the service department

Dimension of the facilities

The entrances are big enough to allow products listed in the Dealer
Agreement to enter the workshop. If the Dealer is active in Heavy Line
sales and service in this outlet, the doors of the workshop should
not be less than 5 m wide and 6 m high.
The dimensions of the workshop are suitable for the products
listed in the dealer agreement.

The minimum dimension of the workshop

is 400 sqm covered within 1.600 sqm total Dealer surface.
Minimum covered area is 25% of total Dealer site.

Extraction system
There is an extraction system in the workshop to expel exhaust gas
when the engine of the machines is running.
SERVICE MANAGEMENT 3. 3
Key Performance Indicators

Service Workshop Turnover

Reports showing workshop turnover
for different periods of time are available.

Service Workshop Department Profitability

Reports showing workshop profit
for different periods of time are available.

Aftersales (parts and service) absorption rate

The dealer/service manager periodically measures the aftersales
absorption rate: (Service Gross Profit + Parts Gross Profit) /
Total Dealership expenses).
As sales tend to be more volatile than the aftersales business,
a high level of absorption is desirable to give consistent dealership
profitability. The higher the absorption rate, i.e. the more the gross
margin generated from the Parts Sale and Labor (Service)
Sales will cover the total dealership expenses, the less likely
the dealership relies on gross margin from the Sales activity.

A dealership that has 100% Parts and Service Absorption,

can cover all expenses from the Aftersales business.
Therefore in a downturn market of new and used wholegoods,
a dealership with a high level of absorption, will be able to cover
all of its expenses more easily from the aftersales business.

Workshop hours sold analysis

The dealer/service manager measures and analyses the hours
sold between retail, internal sales and warranty.

Recovery rate
The dealer/service manager measures periodically
the recovery rate of the workshop.
Recovery rate = hours sold / hours paid * 100
The recovery rate measures the productivity of the workshop.
SERVICE MANAGEMENT 3. 3
Productivity rate
The dealer/service manager measures periodically the productivity
rate of the workshop.
Productivity rate = hours sold / (hours paid-authorized non worked
hours)* 100. Authorized non worked hours are holidays, sick days...
The productivity rate measures the overall efficiency of the workshop.

Parts sales through the workshop

The dealer/service manager periodically
measures parts sales through the workshop.

First time fix

The dealer/service manager periodically
measures the % of First time fix.

Business Plan - Potential Analysis

Dealer elaborated an analysis of the machine parc in order
to identify its workshop potential available.
The number of Service vans reflects the Service Sizing Model.
HUMAN RESOURCES 3. 4
Service Management

Service Manager
The service manager reports on Key Performance Indicators
(those stated in section 3.3). The service manager is given
sales and financial objectives and develop
action plans through departmental profitability.

Number of technicians
The number of technicians reflects the Service Sizing Model.
(See chapter 3.3)

Technician trainings

Web University
All technicians are registered to Web University.
All technicians have a permanent online access to web university.
There is a web university administrator for Service.
Service Administrator for web university shall monitors and reports
on a timely basis the usage of the tool by all technicians.
All the technician profiles are set up in web university.
All the technicians have completed theTraining Needs Analysis
(TNA) questionnaire.
HUMAN RESOURCES 3. 4
New technicians
Every new technician undertakes the Assessment of Competency required.
All new technician joining the Case network have undertaken Competency
assessment in order to define an accelerated training
path to meet skills standards required.

Technical Training volumes minimum requirements

Each technician participated to all training courses organized
by Case to cover new product launches of his area
of competency (example: Excavator Specialists must participate
to all trainings on Excavator products).
Each Dealer/Workshops of CASE Network will have to ensure
the participation of their technicians to all Training courses aimed to cover
the knowledge on new products launched by Case in the Market.

The minimum volume of training required by Case

for all technicians has been fulfilled.
To ensure minimum competency required to maintain, diagnose
and repair Case machines, the Dealer must guarantee a minimum
of 5 days or 40 hours of training per technician per year for Case products.

Training assessment initiatives

Each technician participates in Case assessment initiatives.
Dealer/Workshops must ensure their technicians participation in any
Case Assessment initiative to evaluate their competency level and define
the Training needed to versus a minimum level defined by Case.

Assessment of technical competencies shall be done once

a year (mandatory) or repeated every six months (recommended).

According to that, Dealer shall provide Case with the training plan
for each technician for the year to come. Training plan shall be shared
also with Case Service Area manager.

Computer availability
Dealers/Workshops must ensure the availability of a dedicated
work station with a PC with internet connection to allow technicians
easily access web training.
COMPETENCY 3. 5
Service Workshop sales and Service Workshop marketing tools

Existing and well-maintained Service

Workshop Customer Database
There is a centralized Service Workshop customer database,
accessible from all outlets of the dealership.
An employee of the dealership has been designated for updating
and maintaining the customer database.
There is a clear and documented process to build and update
the ServiceWorkshop database with customer data coming
from all outlets of the dealership.

Customer machine history file

The database contains customer machinery history files,
up-to-date and easily accessible.
Machinery history files are used to register all work completed
on customers' equipment.

Marketing practices
Dealership actively operates service promotions in conjunction with the
Parts department (minimum 4 promotions per year).

Electronic System Alert

Dealer actively uses an electronic system to alert the Service Manager
when warranty period expiry is imminent.
Dealer uses an electronic system to alert the Service Manager
when the next service intervals occur.

Parc Machines
Dealer is able to estimate 8-year Case parc in his area of responsibility.
COMPETENCY 3. 5
Break Down Assistance (Top Service)
The dealer participates to the Top Service Assistance:
Dealer Parts and Service, regular and after hours.

Dealer escalated Customer Relation Case CEs are closed within 5 days.
COMPETENCY 3. 5
Campaigns (Product Improvement Program - PIP)

Completion rate
The dealer has achieved the 100% completion rate for all Safety
and Top Upgrade campaigns.
The dealer has achieved the 80% completion rate for all other
campaigns.
The dealer must use the Product Improvement Program through
ASIST for campaign management.

Safety campaigns
For safety campaigns the dealer maintains a file of copy letters
which have been signed by the dealer and customer.
File is up to date in line with work in progress & closed safety campaigns.

ASIST

ASIST knowledge
On every occasion the dealer uses the ASIST knowledge database
to complete a thorough and logical search to answer the technical
issue before making contact with Case via ASIST.
The dealer quality input rating is at least 3.
Information is available on the Service Portal.

ASIST escalation
Concern escalations from dealers should not exceed 25%
of ASIST database searches.

ASIST Availability
There is an available general access to ASIST.

Warranty System
Customer Data Accuracy
Dealer maintains accurate and current customer information
at warranty registration including: customer name, business name,
address, telephone number.
COMPETENCY 3. 5
Unit receiving process

Accuracy of product quality

Dealer must comply with “Dealer Receiving Reporting”.
Dealer must comply with “Damage Declaration”.

Customer Satisfaction with the delivery of the machine

Customer Product Delivery Process

All machines are pre-delivered & delivered according
to the Case Customer Product Delivery Process.
Dealer has a designated employee responsible for installations.

PDI feedback
The dealer provided 90% feedback on all PDI carried out.

Customer Survey
The dealer is carrying out an annual customer survey to measure
customer satisfaction with service support.

Technical Information
Availability of the technical information
- Service bulletins
- Repair manuals
- Operators manuals
- Campaigns bulletins
- Installation manuals
- Service marketing file including extended warranty
- Training manual
- Dealer can show evidence that Case contact listing is kept up to date.

Information is kept in paper or electronic format for products

actively sold in the dealership.

The Dealer must be able to display the technical information

to his staff, to the workshop and to his satellite locations.
COMPETENCY 3. 5
General tools availability

Cleaning Equipment
This service workshop has all required cleaning equipment: steam/cold
pressure washer, cleaning tanks, industrial vacuum cleaner.

Hydraulic Diagnostic Equipment

This service workshop has all required hydraulic Diagnostic Equipment:
flow meter (0-200 litres/min), pressure gauges (0-10, 0-40,
0-200, 0-400, 0-800 bar), pressure hoses, fittings and adapters,
measuring jug for low flow measurement, vacuum/compound
gauge (minus 1-5 bar).

Minimum requirement for flow meter (0-200 litres/min) = 1 per workshop

Minimum requirement for pressure gauges (0-10, 0-40, 0-200, 0-400,
0-800 bar) = 1 per Service Van.
Flow meter and pressure gauges must have yearly maintenance for
accuracy check.

Lifting, Splitting and Component Handling Equipment

This service workshop has all lifting, splitting and component handling
equipment: Jacks, axle stands, engine/transmission revolving stands.
This service workshop has overhead crane or equivalent “A” frame.
Requirement for overhead crane: 3 ton for Compact Line
Dealers and 10 ton for Full Line Dealers.

General Fabrication and Repair Equipment

This service workshop has all general fabrication and repair equipment:
measuring tools, welders, cutting, forming, drilling, grinding

Precision Measuring Equipment (with calibration procedure)

This service workshop has all precision measuring equipment:
digital multimeter, digital tachometer, infra-red surface thermometer,
dial indicators, micrometers, torque wrenches.
All the precision measuring equipment has to have yearly
maintenance for accuracy check.

Additional General tools required

- Engine Compression Tester
- Injector Tester
- Air Conditioning - service and maintenance equipment
- Tyre Repair - and water ballasting equipment

Special tools availability

The dealer ensures the availability of all special tools required
for the equipment actively sold in the dealership.
COMPETENCY 3. 5
EST availability
There is at least one EST in this service workshop
(refer to Service Sizing Model). (See chapter 3.3)

In addition to the EST per service workshop,

dealer has one EST per field service vehicle
(refer to Service Sizing Model). (See chapter 3.3)

DATAR Availability
Dealer has got DATAR Diagnostic kit available
in every workshop.
SUB DEALER 3. 6
Availability of Sub Dealer Management
There is a dedicated person out of the workshop technician
team with Sub Dealer responsibility.

Communication and Coordination of technical information

Technical information are communicated to all Sub Dealers.

Communication and Coordination of marketing information

Service marketing information are provided to all Sub Dealers.

Marketing Plan
Marketing plan for all Sub Dealers are available.

Training and Support Plan

A training and support plan is available for all Sub Dealers.