1) - 1) - 1) Sharing Aftersales Vision and Mission

The After-Sales Dealer Operation Standard System
Version for Dealer and Field Rep.

Dealer Table Reporting Data Import User's Guide
Self Assessment Evaluation Action Plan Follow Up Evaluation 2 View Status
Dealer Name ---------- Check Progress | Action Plan Time Table | Spider Chart | Top Page
1)-1)-1) Sharing Aftersales Vision and Mission
No. Dealer Standard Check Point Evidence Y/N Comment (Dealer) Y/N Observation (Field Rep.)
01 The Dealer Principal should I *Ask the dealer principal about *Figures of FY Y Save Clear * QA DP C
understand the importance of importance of AS business and Target and YTD C
N
aftersales and communicate the reason result for AS Sales,
this to the heads of all *Then, ask him/her about the Profit, GPR, CSI C
departments. objectives of CSI and AS Profit and business plan Save
*Ask communication channel from DP
with Parts & Service Managers
02 The Dealer Principal together III *Availability of AS related vision *Vision & mission/ Y * D DP C
Save Clear
with the heads of service and & mission Slogan on poster or QA C
N
parts should define the vision *Ask DP and some of the visible materials E
and mission of Aftersales and employees about AS related C
make sure all employees vision and mission Save
understand them.
1)-1)-2) Setting Management Objectives
01 The Dealer should use I *Availability of annual objective *Annual objective Y Save Clear D C C
information about Service and for AS (Gross) profit and CS for AS (Gross) profit
N
Parts profits, and the CS Index index and CS index
as Aftersales management {Attention:If this standard is C
objectives, and set annual "NG", Standard No.1-1-2- Save
objectives for each of these. 3/4/5/6/7/8, 1-2-1 should be
"NG" as well.}
02 The Dealer should monitor III *Ask the meaning of absorption *Monitoring sheet of Y Save Clear D C C
Aftersales' contribution to total rate absorption rate
N
dealer business by using the *Availability of absorption rate
Absorption rate as an indicator. data C
Save
03 The Dealer should set annual II *Availability of annual *Annual Aftersales Y Save Clear D C C
objectives for Service and objectives (Parts and Service objectives with
N
Parts profits based on sales profit) based on sales calculation sheet
opportunities calculated by UIO opportunities calculated by UIO based on sales C
(set by NSC) and new vehicle and new vehicle sales opportunities Save
sales.
04 The Dealer should set annual II *Ask how to set annual *Data of own past Y Save Clear D C C
objectives after comparing its objective service
N
past performance with that of *Availability of objectives based performance and
other Nissan dealers in the on own past performance and other Nissan C
same region. other Nissan dealers' dealers figure on Save
performance Aftersales
Management
Objectives
05 The Dealer should set annual III *Ask how to set up annual *Benchmarking data Y Save Clear D C C
objectives having studied the objective of other makers
N
performance and prospects of *Availability of objectives set up such as service
other makers' dealers and based on own past retention, sales/UIO C
other repair shops, and performance and other Save
comparing them with the competitors' figures as
dealer's own. benchmarking
http://localhost/nissan2/ (1 of 9)3/5/2007 11:25:05 AM

06 The Dealer should decide on III *Availability of mid-term plan *Annual and mid- Y Save Clear D C C
annual objectives after setting and objective for the AS term business
N
mid-term business objectives. management objectives (such objectives
as service & parts profit, CSI) C
after considering the future Save
parts and service demand
based on the New Car sales
planning /economical condition
etc.
07 The Dealer should take into II *Ask if there is an affected *Affected seasonal Y Save Clear D C C
account the number of working seasonal factors or events on factors or events on QA
N
days and seasonal factors in AS business AS business
annual business objectives, *Availability of monthly basis *Monthly-basis C
and reflect these in monthly annual objective with annual objective Save
objectives. considering them. reflecting seasonal
*Availability of monthly base factor
results for the last 2 or 3 years
08 The Dealer should have annual II [NSC] [NSC] Y Save Clear D C * C
management objectives agreed Availability of Dealer's annual Annual Business
N
upon with NSC. business plan or Field plan or Field rep
representative Dealer Visiting dealer visiting report C
Report, which includes (gross) mentioning annual Save
profit and CSI objectives objectives
1)-1)-3) Setting KPI (Key Performance Indicators) Objectives and Making Annual Action Plans
01 The Dealer should have an I *Availability of annual *Annual business Y Save Clear * D C C
understanding of KPIs objectives for KPIs selected by objectives for KPIs
N
specified by NSC and set NSC. These KPIs should selected by NSC
appropriate objectives for these. include at least one item from * Objectives and C
each CS and Parts/Service results on Field Save
sales related KPIs. Rep's Dealer
visiting Report
{Attention:If this standard is
"NG", Standard No.1-1-3-2/4,
1-2-2 should be "NG" as
well.}
02 The Dealer should have II [NSC] [NSC] Y Save Clear * D C C
agreement on KPI targets with *Evidence check at NSC in *Annual KPI targets
N
NSC. advance. agreed with NSC
*Availability of KPI targets C
agreed with NSC Save
03 The Service and Parts I *Availability of approved annual *Annual action plan Y Save Clear D C C
Departments should have an action plan with name of (with KPI, action,
N
annual action plan to achieve person responsible and clear schedule, person in
their annual objectives set by schedule charge) C
the Dealer Principal, and (e.g. breakdown monthly basis) Save
stipulate clearly the schedule
and names of personnel
responsible.
04 The Service and Parts I *Availability of monthly base *Availability of last Y Save Clear D C C
Departments should analyze KPI target and result of last year's monthly
N
KPIs to recognize the issues year basis target and
and develop the Action Plan for *Ask explanation which result for KPIs C
the next year. problems were effected to selected by NSC (in Save
which action plan line with 1-1-3-1)
*Ask explanation
which problems
were effected to
which action plan

05 The Dealer should draw up an II [NSC] [NSC] Y Save Clear D C C

Action Plan that complies with *Ask NSC if NSC provides *NSC's direction/ QA
N
NSC's policy. NSC's Aftersales direction/ policy/activities for
policy/activities to dealers (e.g. dealer C
dealer meeting) [Dealer] Save
[Dealer] *NSC's direction/
*Availability of action plan policy/activities for
including implementation of the dealer if it is issued.
program that NSC offers *Dealer's annual
plan
06 The Service and Parts I *Ask service/parts manager *Notice board/ Y D C C
Save Clear
Managers should clearly how to share the action plan document
N
communicate their *Q and A to some staff
departmental Action Plans to C
their staff members. Save
07 The Dealer should submit II [NSC] *Action plan of each Y Save Clear D C C
annual targets and Action Availability of the Dealer's dept (P&S) QA
N
Plans for each department to annual target and action plan
Nissan or NSC. {Attention:If this standard is C
"NG", Standard No.1-1-3-8 Save
will be "NG" as well.}
08 The Dealer should have III [NSC] *Agreement with Y Save Clear D C * C
agreement on its annual *Check agreement on its signature/NSC's
N
targets and each department's annual target and each dept's monitoring data to
Action Plan with NSC. action plan with NSC dealer's annual C
target/ Field Rep's Save
Dealer visiting report
1)-2)-1) Performance Monitoring
01 The Dealer should monitor the I *Availability of monthly result *Monthly monitoring Y Save Clear * D C C
monthly results compared with monitoring data/sheet/graph for data in comparison
N
management objectives (CS their management objectives. with their target
and Profit). (CSI, Parts and Service Profit) C
Save
Note: In case Parts/Service
Dept. cannot be in charge of
profit due to company policy
and other dept. is controlling
profit, data by such dept. is
also acceptable.
02 The Dealer should monitor the I *Availability of monthly *Monthly monitoring Y Save Clear D C C
KPI given in this manual and monitoring data for at least data for KPI
N
compare them with their KPIs selected by NSC, which
individual targets at least once complies with 1-1-3-1 C
a month. Save
03 Service and Parts Managers II *Availability of monthly *Monitoring sheet/ Y Save Clear * D C C
should understand the KPIs for monitoring data/log (documents DMS (dealer
N
which they are responsible, or DMS) for at least following management
and they should check and KPIs and monitoring tact; system) data (daily/ C
compare their results with *Daily: monthly/weekly) Save
targets by using at least P=Parts sales,
following data. S=Service sales, No. of RO
*Weekly:
Daily:Parts sales, Service sales as above plus
(labor and parts), Number of P=Parts sales ratio between
Repair Order wholesale and service, Parts
sales amount by product
Weekly:as above plus Parts (maintenance, mechanical,
sales ratio between wholesale Body and Accessory)
and service, Parts sales S=Appointment rate, Service
amount by product productivity,
(maintenance, mechanical,
Body and Accessory), *Monthly:
Appointment rate, Service as above plus

productivity P=Fulfillment rate (excl. lost

sales), Stock amount and
Monthly:as above plus month, Accessory sales per
Fulfillment rate (excl. lost new car sale
sales), Stock amount and
month, Accessory sales per {Attention:If this standard is
new vehicle sale "NG", Standard No.1-2-4
should be "NG" as well.}
04 The Dealer should make II *Availability of monthly target *Target and result Y Save Clear D C C
comparisons of monthly targets and result monitoring board/ board/notice for KPI
N
with performance for at least notice for KPIs.
the following items, and put C
these on display for all staff; {Attention:If this standard is Save
"NG", Standard No.1-2-5
Service Dept:Service sales should be "NG" as well.}
(labor and parts), No of RO, CSI
Parts Dept:Parts sales, Parts

sales per product, Accessory
sales per new vehicle sale
05 In addition to the above KPIs, III *Ask about dealer's focused *Targets and results Y Save Clear OS C C
the Dealer should display to all sales item on display
N
staff a comparison of targets *Availability of monthly target
and monthly performance for and result monitoring board for C
focused sales areas such as focused sales items Save
the followings:
Service Dept: No.of periodical

maintenance orders, No. of
express services, etc.
Parts Dept: Sales of each parts

items focused on
06 The Service and Parts II *Ask the items which are below *Target and Result Y Save Clear * D C C
Departments should monitor target data for KPI
N
their own KPIs to find any *Availability of *Countermeasures
areas that require countermeasures for such items C
countermeasures and Save
implement them accordingly.
07 The Dealer should submit the II [NSC] *KPI report Y Save Clear D C * C
KPI Report prescribed by NSC. *Availability of KPI report
N
request to dealer at NSC in
advance C
Save
1)-3)-1) Service Department P&L Management
01 The Service Department I *Availability of monthly report *Availability of Y Save Clear * D S S
should confirm sales amount including service sales and monthly report
N
and gross profit every month gross profit including service
and use them as the basis of *Profit and loss analysis sales and gross C
operations analysis. profit Save
*Profit and loss
analysis
*In case that the
monthly objective is
not achieved,
countermeasure is
necessary.

02 The Service Department I *Availability of monthly result *Monthly data for Y Save Clear D S S
should know accounts for account receivable accounts receivable
N
receivable status every month. report
(For both warranty receivables *RO Log for C
and customer receivables) account receivable Save
(DMS)
03 The Service Department II *Availability of sublet sales ratio *Sublet sales ratio Y Save Clear D S S
should manage sublet sales and profit of sublet sales and profit of sublet
N
ratio and profit by sublet sales. *Availability of sublet repair sales
order sheet with repair order *Sublet repair order C
number sheet with RO Save
number
*RO log for sublet
jobs(DMS)
04 The Service Department III *Availability of monthly service *Service dept's net Y Save Clear D S S
should monitor the department dept's net operating profit data profit data
N
expenses and the department *Financial Report
net operating profits every C
month. Save
1)-3)-2) Parts Department P&L Management
01 The Parts Department should I *Availability of monthly report *Monthly report of Y Save Clear * D P P
confirm the sales and gross including parts sales and gross part's sales and
N
profit every month, and use profit gross profit
them as the basis of operations *Profit and loss analysis C
analysis. Save
02 The Parts Department should I *Availability of monthly result *Monthly wholesale Y Save Clear * D P P
manage accounts receivable for parts wholesale account data/log for
N
for parts wholesale every receivable accounts receivable
month. C
Save
03 The Parts Department should III *Availability of monthly parts *Monthly parts Y Save Clear D P P
monitor the department dept's net operating profit data dept's net operating
N
expenses and the department profit data
net operating profits every *Financial Report C
month. Save
1)-4)-1) Department Manager Responsibilities and Cooperation
01 The Parts Manager should be I *Availability of annual parts *Job description Y Save Clear * D P P
committed not only to their sales objective through *Annual objective
N
department sales objective but workshop sales for parts for parts sales
also retail parts sales through manager through service C
service workshop customers *Job description for parts workshop Save
and promoting service manager which mentioned the
customer satisfaction. responsibility for service sales
and CS
02 The Vehicle Sales Manager I *Availability of commitment for *Accessory sales Y Save Clear D P P
should be committed to the accessory sales through objective for vehicle V
N
accessory sales objective. showroom for vehicle sales sales manager
manager C
Save
03 The Dealer Principal should I *Availability of the departmental *Meeting minutes Y Save Clear * D DP C
regularly hold inter- meetings among department (5W1H) C
N
departmental meetings (at least heads initiated by dealer
once a month) to confirm the principal regularly C
achievement of each Save
department's (Vehicle Sales,
Parts and Service) objectives,
to discuss any problems and to
plan any measures that need
to be taken by all managers.

04 The Service, Parts, and Sales I *Availability of recent inter- *Latest inter-dept. Y Save Clear D V C
Departments should dept. meeting minutes for meeting minutes for C
N
communicate with each other problems and discussion results
at inter-departmental meeting countermeasures raised from on problem solving C
etc. about any complaints from each department (Sales, Parts *CS meetings report Save
customers about product and Service)
knowledge and attitude while
taking care of customers, then
make countermeasures to
them.
05 Service Advisors, Technicians, II *Availability of New Product *Training invitation Y Save Clear D C C
and Parts Salespersons should training invitation letter to parts letter or
N
participate in new model and service dept. *Participation list
introduction courses and share *At least one out of SAs, C
information such as USP Technicians and Parts sales Save
(Unique Selling Point). persons should attend the
training.
06 The Service, Parts and Vehicle III *Availability of owner clinic to *Invitation letter/DM/ Y Save Clear D V C
Sales Departments should customers poster for owner C
N
cooperate with each other and *Schedule and action plan with clinic in/after 3
get actively involved in the person responsible for clinic months C
owner clinics held by the *Table for schedule Save
dealership. and person
responsible
07 The Service Department II *Availability of standardized *Standardized Y Save Clear D C C
should offer information about, process to introduce potential process
N
or introduce potential buyers customers of new/used car to
(of both new and used cars) to sales dept. by service dept. C
the Vehicle Sales Department. Save
08 The Dealer should have an II *Availability of process *Customer Y * OS S S

Save Clear
information exchange process standard on customer information data
N
with each other when customer information change notice from exchange process
database of service dept. or sales dept to service and C
vehicle sales dept. has been updating at service dept. Save
changed.
{Attention:If this standard is
"NG", Standard No.1-4-1-10
will be "NG" as well.}
09 Vehicle data registration at new II *Availability of process *Process standard/ Y Save Clear OS S S
car sale should be informed to standard on new customer system on New
N
service department as soon as information notice from sales Customer
possible, and the service dept to service. Information C
department should register it to *Check the documents or registration Save
their own database. system showing such
information
10 The Dealer should have an IT III *Confirming IT system and link *DMS/Database Y OS S S
Save Clear
system in place for managing between sales and service (demonstration)
N
its customer database, and e.g. updated customer data by
should have links to connect it sales is automatically reflected C
to the systems of the Service to the service/parts customer Save
and Vehicle Sales Departments. data
1)-4)-2) Pricing Process and Internal Transfer Pricing

01 For dealerships to set II *Availability of competitor's *Competitor's Y Save Clear D C C

competitive prices based on survey result for service retail survey result
N
the analysis that the Service price (parts and labor) *Revised service
Department carries out, the *Availability of revised service price in line with C
Service and Parts Departments retail price based on survey special discount Save
should discuss and review the result from parts dept
setting of parts prices and labor *Ask what kind of special based on survey
rates. discount from parts dept. to result
service dept is offered
according to survey results
02 Parts retail prices should be II *Availability of parts price *Parts price Y Save Clear D P P
kept consistent through structures to wholesales/ structures to OS
N
interdepartmental discussion internal/retail sales in parts wholesale/internal/
regardless of sales channels, i. category basis retail sales C
e. retail parts sales, parts *Select several parts and Save
wholesale and service sales. confirm the consistency of the
parts price regardless of sales
channel (wholesale/internal/
retail)
03 When the Parts Department I *Ask the parts price structure to *Parts price Y Save Clear OS P P
sets parts pricing for transfer service dept. (internal sales) structures to
N
price to the Service *Select the several parts and internal sales
Department, the Parts dept. check gross profit of these *Select several C
should not take more than a parts compared to that of parts parts and confirm Save
half of the entire parts gross dept's. gross profit rate.
margin as departmental profit. (database)
04 When the Parts Department I *Ask the accessory price *Accessory parts Y Save Clear D P P
sets net accessory prices for structure to sales dept. price structure (list)
N
internal sales to the Vehicle *Select the several accessory to sales dept.
Sales Department, the Parts parts and check their gross *Select several C
Department should not take profit rate compared to that of parts and confirm Save
more than half the entire gross parts dept's gross profit rate
margin of these sales as (Database)
departmental profit.
1)-4)-3) Car Delivery Procedures
01 When vehicles are delivered to I [NSC] [NSC] Y Save Clear D V * S
customers, the Vehicle Sales * In case that CSI for this issue *CSI Score S
N
Department should show is available, check if the CSI *Process standard
customers the location of the Score of Dealer is below the manual/process C
Service Dept. and introduce the national average or national flow chart Save
personnel in charge of Service. target
Note; [Dealer]
For rolling months data case, *CSI Score
the latest rolling months' data *Process standard
should be checked. manual/process
For the other cases which is flow chart at
not decided the period of rolling delivery area
months, 3 months average *Ask to service
should be used. customers in
customer service
*Availability of car delivery lounge whether he/
process standard on she was introduced
introduction phase of service in service dept. at new
case of availability of NSC car delivery by
guideline. salesman
[Dealer] Note: In case that

service dept. is
*Availability of car delivery separated from
process standard for showroom location,
introduction phase of service Service personnel's
business card/
location map at new
car delivery area
should be available.
02 The Dealer should provide new I [NSC] [NSC] Y Save Clear * D V * S

vehicle owners with the In case of CSI Score available *CSI Score S
N
information about warranties, on the this issue, *Process standard
periodical maintenance *Check if the CSI Score of manual/process C
schedules, service operating Dealer is below the national flow chart Save
hours, and the details of dealer average or national target.
servicing. [Dealer]
Note; *standard manual
Rolling month data case; the *New car delivery
latest month data to be used. check sheet, if
other cases: available
3 months average to be used. *Ask to service
*Availability of new car delivery customers in
process manual/flow chart customer service
mentioning about the aftersales lounge whether he/
issues she was introduced
service dept such
[Dealer] as warranty,
*Availability of car delivery schedule of
process standard on periodical
explanation about service at maintenance
Delivery area
03 Information on the schedule for I *Availability of car delivery *Process standard Y Save Clear * D V S
the first service should be process standard informing the manual/process S
N
provided to new vehicle owner. timing of first service flow chart
*New car delivery C
check sheet, if Save
available
*Reminder tag for
first inspection
*New Car handover
holder and
materials.
1)-4)-4) Internal Service Sales
01 Dealer PDI operations should I *Ask salesman who *PDI Check Sheet Y Save Clear * D V S
be standardized and performed implements PDI with check result S
N
so that each item complies with *Availability of standardized
Nissan Standards. operation C
Save
02 The Service and Vehicle Sales II *Availability of the standardized *Standardized Y Save Clear D V S
Departments should have set procedure for scheduling of procedure S
N
internal service sales Accessory installation and PDI. *Scheduling Sheet
procedures that allow efficient (Ask required date, C
PDI operations, accessory person in charge Save
installation, and maintenance and confirm the
for used vehicles so as to delivery data to
provide on-time deliveries to salesman)
customers.
1)-4)-5) Product Campaigns
01 The Service Department I [NSC] *Q&A to DP and Y Save Clear * QA DP * S
should fully inform Dealer *Confirmation to NSC about the Sales manager V
N
Principal and the Vehicle Sales product campaigns in recent S
Department in detail when years C
contacted by Nissan or NSC Save
regarding product campaigns. [Dealer]
*Ask to Dealer Principal and
sales manager about the
contents of campaigns (e.g.
applied model)
{Reference: This standard is

related to Standard No.5-6-6.}

02 The Dealer should have an II *Ask the organization how to Q&A Y Save Clear QA V S
organization, which can reply to treat customer's inquiry about S
N
customers with one voice when recall or product campaign
customers ask about product C
campaigns or recall. {Reference: This standard is Save
related to Standard No.5-6-
6/8.}
03 The Service Department I *Availability of sharing meeting Q&A Y Save Clear QA V S
should provide the Vehicle for incidents with sales dept. S
N
Sales Department with the
information about incidents and C
cooperate with any requests Save
made by Vehicle Sales Dept.
04 According to NSC guideline, all I *Availability of departmental Q&A Y Save Clear QA V C
departments concerned should meeting for deciding how to C
N
cooperate in deciding how to handle customers
inform customers about C
vehicle's incidents. Note; In case NSC guideline on Save
how to contact customer is not
available, check if all related
depts. confirm one another the
informing way to customer.
05 The Service Department I *Availability of information at *Availability of Y Save Clear D P P
should contact Parts parts dept on product service product OS
N
Department in advance to campaign provided by service campaign bulletin at
inform of the parts that likely to dept. parts dept C
be needed for the vehicles *According to the information, *Parts order data for Save
under product campaign. In ask for parts order data (when/ product campaign
addition the Service order quantity/parts number)
Department should request
Parts Department to order In case that necessary
those parts if they are not in campaign parts at dealer are
stock. estimated by NSC and supplied
to Dealer, check if the
information and parts are
available at dealer in advice of
conducting the product
campaign.
Copyright NISSAN MOTOR CO.,LTD. 2006 All rights reserved.

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The After-Sales Dealer Operation Standard System

Version for Dealer and Field Rep.

Self Assessment Evaluation Action Plan Follow Up Evaluation 2 View Status

http://localhost/nissan2/ (1 of 9)3/5/2007 11:25:05 AM

http://localhost/nissan2/ (2 of 9)3/5/2007 11:25:05 AM

05 The Dealer should draw up an II [NSC] [NSC] Y Save Clear D C C

http://localhost/nissan2/ (3 of 9)3/5/2007 11:25:05 AM

productivity P=Fulfillment rate (excl. lost

Parts Dept:Parts sales, Parts

Service Dept: No.of periodical

Parts Dept: Sales of each parts

http://localhost/nissan2/ (4 of 9)3/5/2007 11:25:05 AM

http://localhost/nissan2/ (5 of 9)3/5/2007 11:25:05 AM

08 The Dealer should have an II Availability of process Customer Y * OS S S

http://localhost/nissan2/ (6 of 9)3/5/2007 11:25:05 AM

01 For dealerships to set II Availability of competitor's Competitor's Y Save Clear D C C

[Dealer] Note: In case that

02 The Dealer should provide new I [NSC] [NSC] Y Save Clear * D V * S

{Reference: This standard is

http://localhost/nissan2/ (8 of 9)3/5/2007 11:25:05 AM

Copyright NISSAN MOTOR CO.,LTD. 2006 All rights reserved.

http://localhost/nissan2/ (9 of 9)3/5/2007 11:25:05 AM

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