27b. CCAR Analysis Tool DDD

Concern Analysis Report Version 4.
2021
How to use this Tool.
Step What to Do When to change
Go to " Jan" Sheet and in Cell No : U2 - update your Dealer Name and City, this will
Step 1 than automatically get copied in all other sheets as well as Graph sheets First time only
Go to " Jan" Sheet and in Cell No : U4 - U15 - update your Service Advisor Names Whenever any
Step 2 this will than automatically get copied in all other sheets as well as Graph sheets changes happen
Go to " Jan" Sheet and in Cell No : V4 - V15 - update your Supervisor Names this will Whenever any
Step 3 than automatically get copied in all other sheets as well as Graph sheets changes happen
Go to " Help" Sheet and in Cell No : C1 - update "Year" this will than automatically get
Step 4 copied in all other sheets as well as Graph sheets once in a year
In each Sheet you can than enter Data only in yellow coloured cell for that month,
explanations are given in header as a comment, which will appear as soon as you place
Step 5 the cursor(mouse) on the header. Daily
Update in sheet "Trend An" No of deliveries made till date in row C3 to N3 in Every Monday
Step 6 respective month all others are automatically updated. Morning
To see Graphs for a particular month go to "Trend An" Sheet Cell "P2" and indicate
in the Cell the month to view graphs from month Jan to Jun, and " Q2 " for Graphs for As and when
Step 7 Month Jul to Dec. required
Step 8 Please take hard copy printout of Graphs Monthly 5th of Every Month
Note : All Service Advisor / Supervisor change should be done only in the month of Jan Sheet the remaining
sheets will automatically get updated.
For any further assistance please write to : vhiremat@ford.com ( Vivekanand Hiremath, Program Manager -
Quality Care, Ford India)
Concerns
### Concern Analysis Report Version 4. PPS FORD Open (%) 100 1 1 Concern Analysis Report Version 4. PPS FORD
Date Days to If Product issues choose
CCR Source SA Supervisor Model Customer/Co Name Date IN Customer Concern Closed Close Status Area of Concern one of the following Root Cause (Using 5 Why Principle) Action- for correcting System
Why: Is the guest saying the vehicle pick up is low This is a pure case of clutch riding and the guest is not
Why: have we not checked the vehicle while delivery. ready to accept the mistake on driving pattern.
Why- Quality Inspection was not done on this vehicle
Why- DID the SA deliver the vehicle without completion of In such cases senior Managers should get invloved and
Quality INspection educate the guest with a sample of clutch riding case,
1 FD BK Forms Vijay Ajay Eco Sport Diesel Manoj Rathod 12-Mar-21 Vehicle Pick up low, after servicing the vehicle 16-Mar-21 4 Open Customer Abuse Why- QI was absent for the day. No backup available. although the guest maybe driving the vehicle from long and is
Why: SA has not educated the guest on driving pattern. experienced, but due to the new technology we must give him
Why: Final road test was not done before delivery tips to understand the vehicle driving pattern, This will
Why: Senior Managers have not attended the vehicle along somehow reduce the concern and will give additional benefit
with the guest to close the concern. to the guest.
Eco Sport Diesel 0 aap kya kar rahe ho
Eco Sport Diesel 0
Eco Sport Diesel 0
Eco Sport Diesel 0
Eco Sport Diesel 0
Eco Sport Diesel 0
Eco Sport Diesel 0
Eco Sport Diesel 0
Eco Sport Diesel 0
Eco Sport Diesel 0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
### Open Update full Info in Jan Sheet Only
Open/
CCR Responsibility Closed 2.03 SA Concerns PPS FORD Please do not change these Tables
Guest was an existing

guest of the
dealership and this is
his 2nd vehicle hence
was not getting
1 SM, SA, QI Closed convinced with him. Service Advisor WSC
During delivery SM
was not availble, so
SA couldn’t explain
the guest.
1013 Model Area of Concern Product issue Eco Sport Diesel

0 Vijay Ajay Figo Aspire Diesel Approval not given Accessories Eco Sport Diesel
0 Manoj Naveen Figo P Concern not reproducible Body Eco Sport Diesel
0 Rajesh Syed Figo D Concern not valid Brake System. Eco Sport Diesel
0 Ramesh Endeavour Customer Abuse Climate Control Eco Sport Diesel
0 sadsadas Figo Aspire Petrol Dealer created New concern Cooling System Eco Sport Diesel
0 Eco Sport Diesel Dealer facility related issues Electricals Eco Sport Diesel
0 Eco Sport Petrol Dealer Handling Engine Diesel Eco Sport Diesel
0 New Endeavour Delay in car delivery Engine Petrol Eco Sport Diesel
0 Freestyle Diesel Delayed response by Dlr. Fuel System Eco Sport Diesel
0 Freestyle Petrol Ford RSA related concerns Multiple Components Eco Sport Diesel
0 Ford Mustang Legal NVH
0 Ikon Petrol No updation given to customer Paint
0 Ikon Diesel Original Eqpt failure(Bat,Tyre) Steering
0 Fiesta Petrol Parts not Available Suspension
0 Fiesta Diesel Poor Quality Of Cleaning Transmission
0 Fusion Petrol Product Issues Wheels
0 Fusion Diesel Repeat Repair
0 Sales related
0 Service Advisor Handling
0 Warranty related concerns
0 Cost of Ownership
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Open/
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
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0
0
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0
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0
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0
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0
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0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Open/
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Open/
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
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0
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0
0
0
0
0
0
0
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0
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0
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0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Open/
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
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0
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0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Open/
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
### Concern Analysis Report Version 4. PPS FORD Open (%) #DIV/0!
Days to
CCR Source SA Supervisor Model Customer/Co Name Date IN Customer Concern Date Closed Close
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Concerns
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
### 0 0 Concern Analysis Report Version 4.
If Product issues choose

CCR Status Area of Concern one of the following Root Cause (Using 5 Why Principle)
Will bring car later













### PPS FORD Open Update full Info in Jan Sheet Only
Open/
Close PPS FORD
CCR Action- for correcting System Responsibilit d #DIV/0! SA Concerns
Service Advisor WSC
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
Open/
Close PPS FORD
###
Please do not change these Tables

CCR
Model Area of Concern Product issue
Figo Aspire Diesel Approval not given Accessories
Figo P Concern not reproducible Body
Figo D Concern not valid Brake System.
Endeavour Customer Abuse Climate Control
Figo Aspire Petrol Dealer created New concern Cooling System
Eco Sport Diesel Dealer facility related issues Electricals
Eco Sport Petrol Dealer Handling Engine Diesel
New Endeavour Delay in car delivery Engine Petrol
Freestyle Diesel Delayed response by Dlr. Fuel System
Freestyle Petrol Ford RSA related concerns Multiple Components
Ford Mustang Legal NVH
Ikon Petrol No updation given to customer Paint
Ikon Diesel Original Eqpt failure(Bat,Tyre) Steering
Fiesta Petrol Parts not Available Suspension
Fiesta Diesel Poor Quality Of Cleaning Transmission
Fusion Petrol Product Issues Wheels
Fusion Diesel Repeat Repair
0 Sales related
Service Advisor Handling
Warranty related concerns
Cost of Ownership
Concerns
### Concern Analysis Report Version 4. PPS FORD Open (%)
#DIV/0! 0 0 Concern Analysis Report Version 4.
Days to If Product issues choose one of
CCR Source SA Supervisor Model Customer/Co Name Date IN Customer Concern Date Closed Close Status Area of Concern the following Root Cause (Using 5 Why Principle)
0 App given
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
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0
0
0
0
0
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0
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0
0
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0
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0
0
0
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0
0
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0
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0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
PPS FORD Open Update full Info in Jan Sheet Only
Action- for correcting System Responsibility

Open/
Closed #DIV/0! SA Concerns
PPS FORD Please do not change these Tables
Service Advisor WSC Model Area of Concern Product issue
0 Sales related
Cost of Ownership
### Concern Analysis Report Version 4. PPS FORD
CCR Source SA Supervisor Model Customer/Co Name Date IN

Concerns
PS FORD Open (%) #DIV/0! 0
Days to
Customer Concern Date Closed Close Status
0 Will call back
0
0
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0
0
0
0
0
0
0
0
0
Area of Concern one of the following
Root Cause (Using 5 Why Principle)

PPS FORD Open
Action- for correcting System Responsibility Open/Closed #DIV/0! SA Concerns

Update full Info in Jan Sheet Only

Service Advisor WSC Model Area of Concern
Figo Aspire Diesel Approval not given
Figo P Concern not reproducible
Figo D Concern not valid
Endeavour Customer Abuse
Figo Aspire Petrol Dealer created New concern
Eco Sport Diesel Dealer facility related issues
Eco Sport Petrol Dealer Handling
New Endeavour Delay in car delivery
Freestyle Diesel Delayed response by Dlr.
Freestyle Petrol Ford RSA related concerns
Ford Mustang Legal
Ikon Petrol No updation given to customer
Ikon Diesel Original Eqpt failure(Bat,Tyre)
Fiesta Petrol Parts not Available
Fiesta Diesel Poor Quality Of Cleaning
Fusion Petrol Product Issues
0 Sales related
Cost of Ownership
ge these Tables
Product issue
Accessories
Body
Brake System.
Climate Control
Cooling System
Electricals
Engine Diesel
Engine Petrol
Fuel System
Multiple Components
NVH
Paint
Steering
Suspension
Transmission
Wheels

Concerns
Open (%) #DIV/0! 0
Days to
0 Will bring car later
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0


PPS FORD Open
Open/
Close
Action- for correcting System Responsibilit d #DIV/0!
PPS FORD Please do not change these

SA Concerns
Service Advisor WSC Model
Figo Aspire Diesel
Figo P
Figo D
Endeavour
Figo Aspire Petrol
Eco Sport Diesel
Eco Sport Petrol
New Endeavour
Freestyle Diesel
Freestyle Petrol
Ford Mustang
Ikon Petrol
Ikon Diesel
Fiesta Petrol
Fiesta Diesel
Fusion Petrol
Fusion Diesel
0
Area of Concern Product issue

Approval not given Accessories
Concern not reproducible Body
Concern not valid Brake System.
Customer Abuse Climate Control
Dealer created New concern Cooling System
Dealer facility related issues Electricals
Dealer Handling Engine Diesel
Delay in car delivery Engine Petrol
Delayed response by Dlr. Fuel System
Ford RSA related concerns Multiple Components
Legal NVH
No updation given to customer Paint
Original Eqpt failure(Bat,Tyre) Steering
Parts not Available Suspension
Poor Quality Of Cleaning Transmission
Product Issues Wheels
Repeat Repair
Sales related
Cost of Ownership
Concerns
PPS FORD Open (%) #DIV/0!
Customer Concern Date Closed Days to Close
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0 0
If Product issues choose one of
Status Area of Concern the following
Unable to reach
PPS FORD Open
Open/
Action- for correcting System Responsibility Closed #DIV/0! SA Concerns
Ford Mustang Legal
0 Sales related
Cost of Ownership
ge these Tables
Product issue
Accessories
Body
Brake System.
Climate Control
Cooling System
Electricals
Engine Diesel
Engine Petrol
Fuel System
Multiple Components
NVH
Paint
Steering
Suspension
Transmission
Wheels
Concerns
PPS FORD Open (%) ### 0
Days to
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Area of Concern the following
PPS FORD Open
Open/
Ford Mustang Legal
0 Sales related
Cost of Ownership
ge these Tables
Product issue
Accessories
Body
Brake System.
Climate Control
Cooling System
Electricals
Engine Diesel
Engine Petrol
Fuel System
Multiple Components
NVH
Paint
Steering
Suspension
Transmission
Wheels
Concerns
PPS FORD Open (%) #DIV/0! 0
Customer Concern Date Closed Days to Close Status

0 Disputed
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
PPS FORD Open
Open/
Ford Mustang Legal
0 Sales related
Cost of Ownership
ge these Tables
Product issue
Accessories
Body
Brake System.
Climate Control
Cooling System
Electricals
Engine Diesel
Engine Petrol
Fuel System
Multiple Components
NVH
Paint
Steering
Suspension
Transmission
Wheels
Concerns
Days to
0 Out of Station
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
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0
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0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
PPS FORD Open
Open/
Ford Mustang Legal
0 Sales related
Cost of Ownership
ge these Tables
Product issue
Accessories
Body
Brake System.
Climate Control
Cooling System
Electricals
Engine Diesel
Engine Petrol
Fuel System
Multiple Components
NVH
Paint
Steering
Suspension
Transmission
Wheels

Concerns
Days
to
0 WIP Diagnosis
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0


PPS FORD Open
Action- for correcting System Responsibility Open/Closed 0.00

0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
PPS FORD
SA Concerns
Service Advisor WSC
Model Area of Concern Product issue

0 Sales related
Cost of Ownership

Concerns
Date
Customer Concern Closed Days to Close Status
0 Awaiting Customer App
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
0
0
0
0
0

PPS FORD Open
Open/

Ikon Diesel Approval not given
Ikon Petrol Concern not reproducible
Ikon Diesel Concern not valid
Fiesta Petrol Customer Abuse
Fiesta Diesel Dealer created New concern
Fusion Petrol Dealer facility related issues
Fusion Petrol Dealer Handling
Figo P Delay in car delivery
Figo D Delayed response by Dlr.
Endeavour Ford RSA related concerns
Figo Aspire Petrol Legal
Figo Aspire Diesel No updation given to customer
New Fiesta P New Original Eqpt failure(Bat,Tyre)
New Fiesta D New Parts not Available
Eco Sport Poor Quality Of Cleaning
New Endeavour Product Issues
Ford Mustang Repeat Repair
0 Sales related
Cost of Ownership
e these Tables
Product issue
Accessories
Body
Brake System.
Climate Control
Cooling System
Electricals
Engine Diesel
Engine Petrol
Fuel System
Multiple Components
NVH
Paint
Steering
Suspension
Transmission
Wheels
Concerns
Customer Concern Date Closed Days to Close Status

0 Awaiting Parts
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
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0
0
0
0
0
0
0
PPS FORD Open
Open/
Ford Mustang Legal
0 Sales related
Cost of Ownership
ge these Tables
Product issue
Accessories
Body
Brake System.
Climate Control
Cooling System
Electricals
Engine Diesel
Engine Petrol
Fuel System
Multiple Components
NVH
Paint
Steering
Suspension
Transmission
Wheels
2021 Jan Feb Mar Apr May Jun Jul Aug Sep
RO's Closed (Nos) 500
Concerns Generated (Nos) 50 0 0 0 0 0 0 0 0
Concerns open (Nos) 0 0 0 0 0 0 0 0
Concerns As % of RO Closed (%) 10% #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!
% of Concerns Open (%) 0% #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!
Average Days - Open (Nos) 4 #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!
Concerns Closed to Disatisfaction (Nos) 2 0 0 0 0 0 0 0 0
Concerns Closed to Disatisfaction (%) 4% #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0! #DIV/0!
Open Closed to Diss
Area of Concern
Approval not given 0 0 0 0 0 0 0 0 0
Concern not reproducible 0 0 0 0 0 0 0 0 0
Concern not valid 0 0 0 0 0 0 0 0 0
Customer Abuse 1 0 0 0 0 0 0 0 0
Dealer created New concern 0 0 0 0 0 0 0 0 0
Dealer facility related issues 0 0 0 0 0 0 0 0 0
Dealer Handling 0 0 0 0 0 0 0 0 0
Delay in car delivery 0 0 0 0 0 0 0 0 0
Delayed response by Dlr. 0 0 0 0 0 0 0 0 0
Ford RSA related concerns 0 0 0 0 0 0 0 0 0
Legal 0 0 0 0 0 0 0 0 0
No updation given to customer 0 0 0 0 0 0 0 0 0
Original Eqpt failure(Bat,Tyre) 0 0 0 0 0 0 0 0 0
Parts not Available 0 0 0 0 0 0 0 0 0
Poor Quality Of Cleaning 0 0 0 0 0 0 0 0 0
Product Issues 0 0 0 0 0 0 0 0 0
Repeat Repair 0 0 0 0 0 0 0 0 0
Sales related 0 0 0 0 0 0 0 0 0
Service Advisor Handling 0 0 0 0 0 0 0 0 0
Warranty related concerns 0 0 0 0 0 0 0 0 0
Cost of Ownership 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
1 0 0 0 0 0 0 0 0
Modelwise
Figo Aspire Diesel 0 0 0 0 0 0 0 0 0
Figo P 0 0 0 0 0 0 0 0 0
Figo D 0 0 0 0 0 0 0 0 0
Endeavour 0 0 0 0 0 0 0 0 0
Figo Aspire Petrol 0 0 0 0 0 0 0 0 0
Eco Sport Diesel 11 0 0 0 0 0 0 0 0
Eco Sport Petrol 0 0 0 0 0 0 0 0 0
New Endeavour 0 0 0 0 0 0 0 0 0
Freestyle Diesel 0 0 0 0 0 0 0 0 0
Freestyle Petrol 0 0 0 0 0 0 0 0 0
Ford Mustang 0 0 0 0 0 0 0 0 0
Ikon Petrol 0 0 0 0 0 0 0 0 0
Ikon Diesel 0 0 0 0 0 0 0 0 0
Fiesta Petrol 0 0 0 0 0 0 0 0 0
Fiesta Diesel 0 0 0 0 0 0 0 0 0
Fusion Petrol 0 0 0 0 0 0 0 0 0
Fusion Diesel 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0
11 0 0 0 0 0 0 0 0
Service Advisor Breakup

Vijay 1 0 0 0 0 0 0 0 0
Manoj 0 0 0 0 0 0 0 0 0
Rajesh 0 0 0 0 0 0 0 0 0
Ramesh 0 0 0 0 0 0 0 0 0
sadsadas 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
1 0 0 0 0 0 0 0 0
Supervisor Breakup
Ajay 0 0 0 0 0 0 0 0 0
Naveen 0 0 0 0 0 0 0 0 0
Syed 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0
Concern Closure Rate
1 Same day 0 0 0 0 0 0 0 0 0
2 2 0 0 0 0 0 0 0 0 0
3 3 0 0 0 0 0 0 0 0 0
4 4 1 0 0 0 0 0 0 0 0
5 5 0 0 0 0 0 0 0 0 0
6 6 0 0 0 0 0 0 0 0 0
7 7 0 0 0 0 0 0 0 0 0
8 8 0 0 0 0 0 0 0 0 0
9 9 0 0 0 0 0 0 0 0 0
10 10 0 0 0 0 0 0 0 0 0
More than 10 > 10 Days 49 0 0 0 0 0 0 0 0
50 0 0 0 0 0 0 0 0
Product issues
Accessories 0 0 0 0 0 0 0 0 0
Body 0 0 0 0 0 0 0 0 0
Brake System. 0 0 0 0 0 0 0 0 0
Climate Control 0 0 0 0 0 0 0 0 0
Cooling System 0 0 0 0 0 0 0 0 0
Electricals 0 0 0 0 0 0 0 0 0
Engine Diesel 0 0 0 0 0 0 0 0 0
Engine Petrol 0 0 0 0 0 0 0 0 0
Fuel System 0 0 0 0 0 0 0 0 0
Multiple Components 0 0 0 0 0 0 0 0 0
NVH 0 0 0 0 0 0 0 0 0
Paint 0 0 0 0 0 0 0 0 0
Steering 0 0 0 0 0 0 0 0 0
Suspension 0 0 0 0 0 0 0 0 0
Transmission 0 0 0 0 0 0 0 0 0
Wheels 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
0 0 0 0 0 0 0 0 0 0
Source of feedback Received

PSF Call 0 0 0 0 0 0 0 0 0
FD BK Forms 1 0 0 0 0 0 0 0 0
Letter 0 0 0 0 0 0 0 0 0
Email 0 0 0 0 0 0 0 0 0
CVP 0 0 0 0 0 0 0 0 0
Ford CRC 0 0 0 0 0 0 0 0 0
Pres Desk 0 0 0 0 0 0 0 0 0
QT 0 0 0 0 0 0 0 0 0
ICCD 0 0 0 0 0 0 0 0 0
1 0 0 0 0 0 0 0 0
Reasons Why Concerns are Pending

Open 1 0 0 0 0 0 0 0 0
Disputed 0 0 0 0 0 0 0 1 0
Unable to reach 0 0 0 0 0 1 0 0 0
Out of Station 0 0 0 0 0 0 0 0 1
Will call back 0 0 0 1 0 0 0 0 0
Will bring car later 0 1 0 0 1 0 0 0 0
App given 0 0 1 0 0 0 0 0 0
Awaiting Customer App 0 0 0 0 0 0 0 0 0
Closed to diss 0 0 0 0 0 0 0 0 0
Awaiting Parts 0 0 0 0 0 0 0 0 0
WIP 0 0 0 0 0 0 0 0 0
WIP Diagnosis 0 0 0 0 0 0 0 0 0
YTD
Oct Nov Dec AVG Jan Nov Jan Feb Mar Apr May Jun Jul Aug Sep
600 550 500 600
0 0 0 4 50 0
0 0 0 0 0 0
#DIV/0! 0% #DIV/0! 1% 10% 0%
#DIV/0! #DIV/0! #DIV/0! 0% 0% #DIV/0!
0 #DIV/0! #DIV/0! #DIV/0! 4 #DIV/0!
0 0 0 0 2 0
#DIV/0! #DIV/0! #DIV/0! #DIV/0! 4% #DIV/0!
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 1 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
YTD
0 0 0 0 0 0
0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 1 11 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 1 11 0
0 0 0 0 1 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
YTD
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0
0 0 0 0 0 0 Same Day 0 0 0 0 0 0 0 0 0
YTD
0 0 0 0 0 0 Less Than 1 0 0 0 0 0 0 0 0
0 0 0 0 0 0 Days 6 to 0 0 0 0 0 0 0 0 0
0 0 0 0 1 0 More Than 49 0 0 0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 4 49 0
0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
YTD
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 1 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0
0 0 0 0 1 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 0 0 0 0 0
0 1 0 0 0 1
0 0 0 0 0 0
0 0 1 0 0 0
0 0 0 0 0 0
1 0 0 0 0 0
Oct Nov Dec YTD AVG Jan Nov
0 0 0 0.0 0 0
0 0 0 0.1 1 0
0 0 0 0.0 0 0
0 0 0 4.1 49 0
Concern Analysis Report Version 4. PPS FORD Jan 2021
How Many Concerns are being Generated
60 12%
50
50 10% 10%
40 8%
30 6%
20 4%
10 2%
4
0 0 0 0 0 0 0 0 0 0 0 1%
0 0% 0%
2021 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec YTD
Concerns Generated (Nos) Concerns As % of RO Closed (%) AVG
How much are the Concerns Ageing
50
0 0 0 0 0 0 0 0 00 0 0
2021 Jan FebConcernsMar
open (Nos) Apr May Concerns
JunGenerated
Jul
(Nos) Aug Sep Oct- Open (Nos)
Average Days Nov Dec
0 0 0 0 0 0 0 0 00 0 0
Concern Analysis
2021 Jan
Report
Feb
Version 4. PPS FORD Jan 2021
Mar Concerns open (Nos) Apr May Jun Jul
Concerns Generated (Nos) Aug Sep Oct- Open (Nos)
Average Days Nov Dec
How Many are being closed to Disatisfaction ?
2 0
50 4
0 0 0 0 0 0 0 0 0 0 0
Concerns Closed to Disatisfaction (Nos) Concerns Generated (Nos) AVG
How many Days being taken to close Concerns Why Concerns are Pending ?
Less Than 5 Days

2%
More Than 10 Days

98%
More Than 10 Days
Concern Analysis Report
98% Version 4. PPS FORD Jan 2021
Which Models are Causing concerns From what Source Concerns are coming
Eco Sport Diesel FD BK Forms

100%
100%
How much is each Service Advisor Contributing How much is each Supervisor Contributing
Vijay
100%
What are the reasons for Concerns being generated (Nos)
Cost of Ownership 0
Warranty related concerns 0
Service Advisor Handling 0
Sales related 0
Repeat Repair 0
Product Issues 0
Poor Quality Of Cleaning 0
Parts not Available 0
Original Eqpt failure(Bat,Tyre) 0
No updation given to customer 0
Legal 0
Ford RSA related concerns 0
Delayed response by Dlr. 0
Delay in car delivery 0
Dealer Handling 0
Dealer facility related issues 0
Dealer created New concern 0
Customer Abuse 1
Customer
Concern Analysis Report Abuse
Version 4. PPS FORD 1
Jan 2021
Concern not valid 0
Concern not reproducible 0
Approval not given 0
What are the Product Issues creating concerns (Nos)
Wheels 0
Transmission 0
Suspension 0
Steering 0
Paint 0
NVH 0
Multiple Components 0
Fuel System 0
Engine Petrol 0
Engine Diesel 0
Electricals 0
Cooling System 0
Climate Control 0
Climate Control 0
Brake System. 0
Body 0
Accessories 0
Which are the areas Service Advisor is causing Concerns (Nos)
00
00
00
00
00
00
00
00
sadsadas 0
Ramesh 0
Rajesh 0
Manoj 0
Manoj
Concern 0
Analysis Report Version 4. PPS FORD Jan 2021
Vijay 0
Approval not given Concern not reproducible Concern not valid Customer Abuse
Dealer created New concern Dealer facility related issues Dealer Handling Delay in car delivery
Delayed response by Dlr. Ford RSA related concerns Legal No updation given to customer
Original Eqpt failure(Bat,Tyre) Parts not Available Poor Quality Of Cleaning Product Issues
Repeat Repair Sales related Service Advisor Handling Warranty related concerns
Which are the areas causing Product issues for each Model (Nos)
Freestyle Diesel 0
New Endeavour 0
Eco Sport Petrol 0
Eco Sport Diesel 0

Figo Aspire Petrol 0
Endeavour 0
Figo D 0
Figo P 0
Figo Aspire Diesel 0
Accessories Body Brake System. Climate Control Cooling System

Electricals Engine Diesel Engine Petrol Fuel System Multiple Components
NVH Paint Steering Suspension Transmission
Wheels
Concern Analysis Report Version 4. PPS FORD Nov 2021
How Many Concerns are being Generated ?
60 12%
50
50 10% 10%
40 8%
30 6%
20 4%
10 2%
4
0 0 0 0 0 0 0 0 0 0 0 1%
0 0% 0%
Concerns Generated (Nos) Concerns As % of RO Closed (%) AVG
How much are the Concerns Ageing ?
50
0 0 0 0 0 0 0 0 00 0 0
2021 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Concerns open (Nos) Concerns Generated (Nos) Average Days - Open (Nos)
0 0 0 0 0 0 0 0 00 0 0
2021 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec
Concerns open (Nos) Concerns Generated (Nos) Average Days - Open (Nos)
How Many are being closed to Disatisfaction ?
2 0
50 4
0 0 0 0 0 0 0 0 0 0 0
2021 Jan Concerns
Feb Closed
Mar to Disatisfaction
Apr (Nos) Jun
May Jul Concerns
Aug Generated
Sep (Nos)
Oct Nov Dec YTD AVG
How many Days being taken to close Concerns ? Why Concerns are Pending ?
Which Models are Causing concerns ? From what Source Concerns are coming ?
How much is each Service Advisor Contributing ? How much is each Supervisor Contributing ?
What are the reasons for Concerns being generated (Nos)
Cost of Ownership 0
Warranty related concerns 0
Service Advisor Handling 0
Sales related 0
Repeat Repair 0
Product Issues 0
Poor Quality Of Cleaning 0
Parts not Available 0
Original Eqpt failure(Bat,Tyre) 0
No updation given to customer 0
Legal 0
Ford RSA related concerns 0
Delayed response by Dlr. 0
Delay in car delivery 0
Dealer Handling 0
Dealer facility related issues 0
Customer Abuse 0
Concern Analysis ReportAbuse

Customer Version
0 4. PPS FORD Nov 2021
Concern not valid 0
Concern not reproducible 0
Approval not given 0
What are the Product Issues creating concerns (Nos)
Wheels 0
Transmission 0
Suspension 0
Steering 0
Paint 0
NVH 0
Multiple Components 0
Fuel System 0
Engine Petrol 0
Engine Diesel 0
Electricals 0
Cooling System 0
Climate Control 0
Climate Control 0
Brake System. 0
Body 0
Accessories 0
Which are the areas Service Advisor is causing Concerns (Nos)
00
00
00
00
00
00
00
00
sadsadas 0
Ramesh 0
Rajesh 0
Manoj 0
Vijay 0
Manoj 0
Vijay 0
Approval not given Concern not reproducible Concern not valid Customer Abuse
Dealer created New concern Dealer facility related issues Dealer Handling Delay in car delivery
Delayed response by Dlr Team Ford RSA related concerns Legal No updation given to customer
Original Eqpt failure(Bat,Tyre) Parts not Available Poor Quality Of Cleaning Product Issues
Repeat Repair Sales related Service Advisor Handling Warranty related concerns
Which are the areas causing Product issues for each Model (Nos)
Figo D 0
Figo P 0
Ikon P 0
Ikon D 0
Fusion P 0
Fusion D 0
Fiesta P 0
Fiesta P 0

Fiesta D 0
Endeavour 0
Accessories Body Brake System. Climate Control Cooling System Electricals Engine Diesel
Engine Petrol Fuel System Multiple Components NVH Paint Steering Suspension
Transmission Wheels
Level 1 Level 2
Accessibility to Dealership Workshop

Customer Time Not Valued
Additional Work Estimate Not given

Dealer Facility Not Good
Dealership Handling & Attitude All Requested Work Not Completed
Fairness of Charges Bill Not Given during Vehicle Delivery
Commitments during Vehicle Sales not
Not Satisfied with Ford India fulfilled
Others Concern Not Found
Convenient Appointment time slots/Days
Poor Quality of Repair not available
Customer Lounge not Comfortable/Clean

Poor Quality of Washing
Delay in Pick Up & Drop

Poor Support from Sales Team
Delay in Repair Order Opening during
reception
Delayed response about Vehicle Status
Diffculty in Making Payments
Difficult to Drive Through the facility

Documentation related to Vehicle Sale not
Completed
High Lead Time to retrieve vehicle
High Lead Time to Service
High Part/Labour Pricing in Comparison to

Competitor Vehicles.
Inconvenience in using the Parking Facility
Inventory Missing from Vehicle
Manpower Insufficient/ Absenteeism
Others
Over Charging during Vehicle Sales
Overselling / More VAS Billed
Part Not Available
Pick Up & Drop Not Offered/Available
Poor 5S of the Customer Visible Areas
Poor Service of Ford RSA

Poor Usage/Quality of Washing Material
Poor Washing Facility/Tools and

Equipment unavailability
Price Estimate not given before work
started
Product Quality
Protective Covers were not used.
Quality Inspection of Vehicle Cleanliness

not done
Related to Pick Up & Drop Charges

Repeat Repair
SA did not explain the Charges post service
SA/Road Tester did not pay attention to

details
Security Guard/ Greeter/ SA did not treat
courtesy.
Service Advisor/ Road Tester not
professionally dressed.
Service Manager/ DCRC Manager did not
treat with courtesy
Standard Process of Washing not followed.
Vehicle Damaged during Pick Up & Drop/

Within Facility
Vehicle not ready when promised
Warranty Issues
Washing Not Requested/Covered

Level 3
Absenteeism/Insufficient number of
Technician Follow the below priority matrix to choose
the high impacting concern area:
Additional Work/Rework identified during
Quality Inspection
Appointment Scheduling not proper Poor Quality of Repair
Canteen/Lunch Facility Not available Poor Quality of Washing
Card Swiping Machine Not
Available/Functioning Customer Time Not Valued
Cheque Payment Option not available Fairness of Charges
Communication gap between Front Office
and Workshop Dealership Handling & Attitude
Concern not valid / Customer Perception

Dealer Facility Not Good
Condition of approach road to dealership
is not good Not Satisfied with Ford India
Customer Approval Not Given

Poor Support from Sales
Customer Approval Not Given.
Customer Contact Details are not updated
Customer Not in City Limits

Customer Request Not Noted in Repair
Order by SA
Customer Requested Additional Features
in Vehicle
DCRC Did Not inform customer about Pick
Up & Drop Facility
Dedicated Customer Parking Not Available.
Delay in Cash Counter
Drivers Not allocated one day before

appointment date.
Facility Constraint - Bay/Workstation
Availability
Facility Constraint - Reception Bays/
Workstation
Facility Constraints - Bays/ Equipment
availability
Facility Signage not available/effective
Fast Moving parts are not available at
Dealership
Insufficient Number of Service Advisors
Lack of Technical Information (TSB)/
Standard Repair Process Not Followed
Lounge Facilities (TV/Chair/AC) not as per
FIPL Recommendation
Majority of Appointments are taken in
First Half
Manpower Unavailability
New Work Request Received post Repair

No Free Slots available to accommodate
Walk In Customers
No Signage for easy identification of
Customer Parking.
No Test Drive Taken with Customer during
reception
Other Vehicles are parked in customer
parking area.
Others
Owner Abuse/Outside Fitment/Non
Genuine Parts
Part Not Available at Ford India
Parts Not Available
Pick Up & Drop Facility Not Available
Poor Skill inventory of Manpower
Poor Workmanship
Post Repair Road Test Not Taken with
Customer
Pre Delivery Preparation not done by SA
Pre Mature Part Failure
Problem not simulated to actual
conditions
Quality Care Check sheet for Lounge is not
being used.
Quality Care Check Sheet Not being used
Quality Inspection Not Done Post repair

Refreshments (Water/Tea/Coffee) Not
offered/available
Required Tools/Equipment Not
Functioning
SA did not inform to customer
SA did not confirm the
Symptoms/Conditions
SA did not do the Pre Delivery Inspection
SA did not update the changed Delivery

time for Additional Work
SA time Scheduling not Proper
Same Service Advisor/Road Tester did not

interact with Customer during Delivery.
Seating Arrangements at
Reception/Lounge is not good
Service Advisors busy in test
drives/diagnosis
Service Campaign Not Applied
Shortage of Drivers
Sublet Work
Symptom/Conditions are not noted by SA
Untrained DCRC
Vehicles Not parked in the dedicated
areas.
Work Allocation not as per the Technician
Skill Level
Workshop Scheduling not followed.
Wrong Diagnosis
Wrong Diagnosis of Problem
Wrong Estimate of Time to reach
custome's Home
Wrong Part Fitment
Last This
Sr Top 3 Concerns MTH(%) MTH(%) Root Cause Using "5 Why Principal"
1
2
3
ysis Report Version 4.
Responsible Target
System Correction actions initiated Person Date Status
CVP
QT
Ford CRC
Customer Call
Email
Feedbavck Form
Letter
PSF Calls
President desk
ICCD
Sales

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Concern Analysis Report Version 4.

Guest was an existing

1013 Model Area of Concern Product issue Eco Sport Diesel

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

If Product issues choose

Please do not change these Tables

Action- for correcting System Responsibility

CCR Source SA Supervisor Model Customer/Co Name Date IN

Root Cause (Using 5 Why Principle)

Action- for correcting System Responsibility Open/Closed #DIV/0! SA Concerns

PPS FORD Please do not change these Tables

CCR Source SA Supervisor Model Customer/Co Name Date IN

If Product issues choose

Root Cause (Using 5 Why Principle)

PPS FORD Please do not change these

Area of Concern Product issue

Customer Concern Date Closed Days to Close Status

CCR Source SA Supervisor Model Customer/Co Name Date IN

If Product issues choose

Root Cause (Using 5 Why Principle)

Action- for correcting System Responsibility Open/Closed 0.00

Model Area of Concern Product issue

CCR Source SA Supervisor Model Customer/Co Name Date IN

Root Cause (Using 5 Why Principle)

PPS FORD Please do not change these Tables

Customer Concern Date Closed Days to Close Status

Service Advisor Breakup

Source of feedback Received

Reasons Why Concerns are Pending

How Many Concerns are being Generated

How much are the Concerns Ageing

How Many are being closed to Disatisfaction ?

Less Than 5 Days

More Than 10 Days

Eco Sport Diesel FD BK Forms

What are the reasons for Concerns being generated (Nos)

What are the Product Issues creating concerns (Nos)

Which are the areas Service Advisor is causing Concerns (Nos)

Eco Sport Petrol 0

Eco Sport Diesel 0

Figo Aspire Petrol 0

Figo Aspire Diesel 0

Accessories Body Brake System. Climate Control Cooling System

How Many Concerns are being Generated ?

How much are the Concerns Ageing ?

How Many are being closed to Disatisfaction ?

What are the reasons for Concerns being generated (Nos)

Concern Analysis ReportAbuse

What are the Product Issues creating concerns (Nos)

Which are the areas Service Advisor is causing Concerns (Nos)

Concern Analysis Report Version 4. PPS FORD Nov 2021