2019

Audit Activity Report

PT Hino Motors Sales Indonesia
 CONTENT
1. HEAD OFFICE AUDIT
1.1 Dealer Audit Outline
1.2 Summary Result
1.3 3S+Hoyu Result
2. BRANCH AUDIT
1.4 HOYU Result
2.1 Dealer Audit Outline
1.5 Sales Result
2.2 Summary Result
2.3 3S+Hoyu Result
2.4 HOYU Result
2.5 Sales Result
 2019
1. Head Office Audit
PT Hino Motors Sales Indonesia
Audit Outline
Audit Period : April – December 2019
41 DLR Head Office
Audited Outlet :
24 DLR Big & Small 3S Branches
2 - 3 days for Head Office
Audit Duration :
1 – 2 days for Branches
Audit Item : CS SOP ver 2 & CS SOP Branch – 2017
ALL Position at DLR Operation : Branch Manager, Sales
Auditee :
Manager, After Sales Manager, HOYU Manager
Workshop Head, Part Head, Sales Supervisor, Sales Counter,
Salesman, Dealer Admin, Field Advisor, Service Advisor,
Inventory, Part Sales, ASS Admin
Auditor : TS-Pyramid DOD
Audit Method : Document Sampling, Interview, Direct Checking (Facility)
1.1 Audit Outline
Audit comparison 2018 vs 2019
2018 2019
No of Branch 41 Head Office 41 Head Office
Audit items +- 900 +- 600

Hoyu Sales Hoyu Sales

25% 25% 30% 23,3%
Composition
25% 25% 23,3%
23,3%
Spare
Service Spare Service
Part Part

CS SOP Audited CS SOP v2 (launched in 2017)

Auditee Dealer HO Operation PIC (From BM until staff level)
Auditor TS Pyramid DOD team (2 persons)
Audit Duration 2-3 Days (Depending location)
1.2 Summary Result
2019 HO Audit Result by Division 83,48% AVG / 9,2%*
100% *compared to 2018 result
90% Highest Improvement
80%
70%
60%
30 DLR Comply above 80%
50%
40%
30% 1. Hoyu 13,59%
68.60%
74.25%
77.27%

78.30%
79.07%
88.78%

70.74%
74.93%
85.67%

60.04%
68.88%
82.48%

72.55%
74.28%
83.48%
20%
10% 2. Spare Part 10,74%
0% 3. Service 9,71%
Sales Service Spare Part Hoyu Overall

2017 2018 2019

4. Sales 3,02%

3S audit rank by area : Compliance by Aspect :

1. Jawa – Bali 86,90% 1. Facility 89,27%
2. Jabo-Jabar 3. Sumatera 4. KalSulPap 2. CS SOP 3. PPL Dev 4. Manpower
86,45% 84,78% 78,37% 83,88% 83,62% 79,53%
1.3 Hoyu Result

100%
2019 vs 2018 Head Office Audit Result
90% Average 2019: 82,48%
80%
HMSI Target: 80%
70%
60%
50%
40%
30%
20%

79.98%
95.41%

94.11%
94.00%

91.52%

90.53%
89.37%

87.72%

86.27%
85.56%
85.46%

83.18%

82.11%

77.86%

68.73%
65.91%

40.65%
95.12%
95.08%

93.04%
92.74%
92.63%

91.12%
91.09%

89.35%
88.83%
88.55%

87.31%
86.61%

85.27%
84.53%

83.07%
82.58%

79.95%
79.68%
78.51%

74.56%
69.14%

62.69%
57.35%
54.38%
10%
0%

Corr.
HOYUYear
Average SOP Sales SOP Service SOP S/Part Manpower People Dev Total Hoyu
Score 2019 88,40% 75,35% 79,67% 90,89% 86,18% 82,48%
Decrease 2018 70,08% 67,72% 67,07% 68,29% 87,80% 68,88%
 Hoyu Score

HOYU SOP
AVG AVG AVG AVG Total
JKT KalSulPa
No SOP Name Max Score SMT Java Bali Total
Jabar p
1 SALES - Customer Visit Schedule 75 88,99% 91,47% 90,31% 85,03% 88,95%
2 SALES - Customer Database 75 90,92% 89,68% 90,05% 84,89% 88,89%
3 SALES - Follow Up & Collecting Prospect 60 91,86% 85,61% 86,36% 87,06% 87,72%
SALES 210 90,50% 89,16% 89,09% 85,56% 88,58%
1 SERVICE - Customer Database Management 65 76,30% 65,97% 75,45% 62,98% 70,18%
2 SERVICE - Customer Visit Field Advisor 75 81,77% 86,46% 85,27% 74,76% 82,06%
3 SERVICE - Not Yet Coming 30 82,74% 86,11% 71,94% 62,91% 75,93%
SERVICE 170 79,85% 78,56% 79,16% 68,17% 76,44%
1 SAPREPART - Customer Database Management 60 75,89% 76,19% 70,41% 57,42% 69,98%
2 SPAREPART - Customer Visit Fleet salesman 75 84,38% 88,43% 81,25% 68,43% 80,62%
SPAREPART 135 80,61% 82,99% 76,43% 63,54% 75,89%
TOTAL 515 84,39% 84,04% 82,49% 74,04% 81,24%

HO BACK
1.4 Sales Result

100%
2019 vs 2018 Head Office Audit Result
90%
HMSI Target: 80%
80%
70% Average 2019: 77,27%

60%
50%
40%
30%
20%

74.86%
88.45%
88.32%

87.69%

82.21%
81.88%

81.41%

78.99%
78.37%
77.28%

77.05%

74.96%

72.20%

65.95%
64.08%

56.74%
92.71%
89.93%
89.85%

88.22%
87.84%

86.17%
84.31%
82.43%

81.77%
81.68%

81.01%
80.76%
79.33%

77.24%

76.40%
76.15%
75.69%

74.08%
73.40%

71.72%
70.14%
69.84%

63.58%
60.93%

42.43%
10%
0%

Corr.
Sales
Year CS SOP People Dev Manpower Facility Total Sales
Score 2019 83,54% 71,45% 68,43% 90,67% 77,27%
Decrease 2018 75,24% 63,54% 74,34% 86,05% 74,25%
 Sales Score

Sales SOP
AVG AVG AVG AVG
JKT KalSulPa Total
No SOP Name Max Score SMT Java Bali
Jabar p
1 Analisa Market 25,0 88,80% 89,24% 89,73% 80,29% 86,36%
2 SPK Taking Control 20,0 91,67% 88,33% 90,71% 86,92% 89,27%
3 Pre PDI Process 25,0 93,45% 93,25% 93,88% 92,86% 93,29%
4 Faktur, BPKB, STNK, KIR Request 25,0 90,36% 93,40% 87,95% 91,59% 91,01%
5 Penyerahan Kendaraan 25,0 88,39% 87,30% 82,14% 79,12% 84,15%
6 Warranty Service Booklet Handling 20,0 86,31% 92,86% 88,27% 76,92% 85,10%
7 Customer Retention 15,0 82,64% 78,70% 89,88% 46,15% 71,44%
8 Sales Activities (Service Campaign & Exhibition) 35,0 93,06% 95,14% 94,64% 86,06% 91,57%
9 Sales Activities (Gathering Dutro & Ranger) 30,0 88,07% 92,68% 95,78% 48,95% 77,99%
10 Unit Forecast to HMSI 20,0 81,51% 71,18% 75,89% 69,71% 74,54%
11 Unit Stock Maintenance 20,0 95,83% 91,67% 77,68% 82,21% 87,50%
12 SOP Management 40,0 80,21% 69,05% 71,43% 64,15% 71,17%
Percentage 300,0 88,26% 86,71% 86,28% 75,50% 83,54%

HO BACK
 SOP Sales

JKT
No SOP Name SMT Java Bali KalSulPap Total
Jabar
1 Analisa Market 85,00% 75,60% 91,67% 83,33% 84,90%
2 Nego & Kontrol SPK 95,00% 72,62% 95,00% 87,50% 87,85%
3 Pre PDI Process 96,43% 95,41% 91,43% 78,57% 92,56%
4 Penyerahan Kendaraan 87,50% 87,50% 79,38% 93,75% 84,64%
5 SOP Manahement 46,84% 50,38% 78,95% 67,11% 62,94%
Percentage 75,91% 73,05% 85,61% 79,02% 79,37%

BACK

BRANCH
 2019
2. Branch Audit
PT Hino Motors Sales Indonesia
2.1 Audit Outline
Audit Period : 25 April 2019 – 19 Juli 2019
Audited Outlet : 24 DLR Branch
Audit Duration : 2 days
Audit Item : CS SOP Branch – 2017
ALL Position at DLR Operation : Branch Manager, Sales
Auditee :
Manager, After Sales Manager, HOYU Manager
Workshop Head, Part Head, Sales Supervisor, Sales Counter,
Salesman, Dealer Admin, Field Advisor, Service Advisor,
Inventory, Part Sales, ASS Admin
Auditor : TS-Pyramid DOD
Audit Method : Document Sampling, Interview, Direct Checking (Facility)
2.1 Audit Outline
Audit comparison 2018 vs 2019
2018 2019
No of Branch 22 (Big & Small 3S) 24 (Big & Small 3S)
Audit items 389 450

Hoyu Sales Hoyu Sales

25% 25% 30% 23,3%
Composition
25% 25% 23,3%
23,3%
Spare
Service Spare Service
Part Part

CS SOP Audited CS SOP Branch (launched in 2017)

Auditee Dealer Branch Operation PIC (From BM untill staff level)
Auditor TS Pyramid DOD team (2 persons)
Audit Duration 2 Days (Depending location)
2.2 Summary Result

2019 Branch Audit Result by Division

2018 77,6% AVG / 7,3%*
2019
100%

13 DLR Comply above 80%

Highest Improvement
80%

60%

40%
1. HOYU 17,42%
2. Service 7,90%
73.7%
76.8%

72.6%
80.5%

70.8%
74.1%

61.3%
78.7%

70.3%
77.6%
20%
3. Spare Part 3,29%
0%
Sales Service Spare Part HOYU Overall 4. Sales 3,13%

3S audit rank by area : Compliance TS Pyramid (3S) :

1. Sumatera 81,29% 1. Facility 80,16%
2. Jabo - Jabar 3. Jawa - Bali 4. KalSulPap 2. Manpower 3. CS SOP 4. PPL Dev
78,66% 77,94% 63,02% 80,02% 79,62% 66,95%
 0%
100%

30%
40%
50%
60%
70%
80%
90%

10%
20%
95.99% Rantau Prapat

95.19% Sragen

94.71% Tasikmalaya

Score
93.30% Tegal

Decrease
92.60% Kertapati

92.40% Cilacap
2.3 Hoyu Result

92.39% Lahat

89.06% Cikampek

Year

2018
2019
Hoyu
86.73% Malang

85.50% Ciawi

84.35% Narogong

77,92%
86,74%
SOP Sales
83.79% Kediri

80.00% Sidempuan

79.55% Sleman
50,85%
77,47%

74.66% Cilegon

73.32% Bandar Jaya

46,65%
69,79%

70.67% Nanggewer
SOP Service SOP S/Part

70.00% Kudus

69.62% Cikupa
61,25%
78,67%
Total Hoyu

62.28% Singkawang

57.24% Mojokerto

57.00% Blitar

56.55% Genuk

51.28% Palopo
2019 vs 2018 Branch Audit Result
Target HMSI: 80%
Avg 2019: 77,6%
 Hoyu Score SOP

JKT
No SOP Name SMT Java Bali KalSulPap Total
Jabar
1 SALES - Customer Visit Schedule 92,50% 83,48% 95,31% 76,56% 89,71%
2 SALES - Customer Database 86,67% 82,14% 94,17% 83,33% 88,19%
3 SALES - Follow Up & Collecting Prospect 82,86% 75,51% 88,21% 80,36% 82,74%
SALES 87,08% 80,22% 92,43% 80,26% 86,74%
1 SERVICE - Customer Database Management 86,67% 88,69% 68,75% 47,92% 76,56%
2 SERVICE - Customer Visit Field Advisor 88,00% 91,79% 71,25% 38,75% 78,02%
SERVICE 87,50% 90,63% 70,31% 42,19% 77,47%
1 SAPREPART - Customer Database Management 85,00% 65,71% 62,00% 47,50% 66,67%
2 SPAREPART - Customer Visit Fleet salesman 86,50% 77,50% 66,75% 38,75% 71,67%
SPAREPART 85,94% 73,08% 64,97% 42,03% 69,79%
TOTAL 86,86% 81,23% 77,17% 56,78% 78,67%

BACK

BRANCH
 0%
100%

10%
20%
40%
50%
60%
80%
90%

30%
70%
90.27% Sragen

89.66% Tasikmalaya

88.74% Malang

Score
Decrease
88.43% Lahat

88.03% Kediri

87.61% Narogong

Year

2018
2019
Sales
2.4 Sales Result

86.70% Blitar

85.52% Palopo

84.40% Mojokerto

CS SOP

79,47%
79,37%
81.79% Cikampek

79.17% Rantau Prapat

79.09% Genuk
68,64%
69,47%
People Dev

79.04% Sleman

74.46% Sidempuan
73,36%
74,49%
Manpower

74.10% Cilacap

73.52% Bandar Jaya

70.52% Singkawang
Facility

70,50%
83,67%

70.27% Tegal

68.86% Kudus
73,65%
76,78%

66.91% Nanggewer
Total Sales

63.14% Cilegon

61.88% Ciawi

59.55% Kertapati

51.06% Cikupa
2019 vs 2018 Branch Audit Result
Target HMSI: 80%

Avg 2019: 76,8%

 SOP Sales

JKT
No SOP Name SMT Java Bali KalSulPap Total
Jabar
1 Analisa Market 85,00% 75,60% 91,67% 83,33% 84,90%
2 Nego & Kontrol SPK 95,00% 72,62% 95,00% 87,50% 87,85%
3 Pre PDI Process 96,43% 95,41% 91,43% 78,57% 92,56%
4 Penyerahan Kendaraan 87,50% 87,50% 79,38% 93,75% 84,64%
5 SOP Manahement 46,84% 50,38% 78,95% 67,11% 62,94%
Percentage 75,91% 73,05% 85,61% 79,02% 79,37%

BACK

BRANCH