Vehicle Handover - Suzuki Autotraining.suzukiauto.co.za/.../SQS/SQS5.pdf · should be displayed in the front offi ce as per format SQS-05/F2 (Spares, service and repair charges board)

SQS 05VEHICLE HANDOVER

Vehi

cle

Han

dove

r

Service Quality Standards | Copyright of Suzuki Auto South Africa (PTY) Ltd. | For Limited Circulation in Suzuki Auto SA’s Service Network. Service Quality Standards | Copyright of Suzuki Auto South Africa (PTY) Ltd. | For Limited Circulation in Suzuki Auto SA’s Service Network.

ServiceCompletion

Post Service Activities

Customer Feedback

Analysis

Performance Monitoring

ServiceReminder

ServiceInitiation

01

Service inProgress

Date of Issue:November 2015

Issue:No.1

Foundation

Objective:

To ensure that the customer understands the value for money factor and that the vehicle is repaired in a professional environment.

Activities:

A. Explanation of work completedB. Billing and customer feedbackC. Customer send off

Activity A - Explanation of work completed:

To ensure that the customer is explained to properly about the charges and jobs carried out at the time of delivery.

Methodology:

1. The Service Advisor should explain to the customer the work carried out at the time of delivery of the vehicle. A signature should be obtained from the customer on the invoice. The Service Advisor must sign the invoice after the complete explanation.

2. If any job is not carried out, the same should also be informed to the customer and a note/remark should be put on the job card.

3. All the required repairs mentioned on the job card should be attended to and ticked/marked on job card.

4. Actions taken for each required repair should be mentioned on the job card before closing.

5. The jobs which could not be undertaken should be mentioned on the job card and explained to the customer.

6. When the customer arrives to collect the vehicle, the front offi ce staff shall guide the customer to the concerned Service Advisor. A road test shall be conducted by the Service Advisor/Foreman along with the customer if required. The same person who conducts the road test should also be the one who tests the vehicle while opening the job card. After the road test, the Service Advisor shall explain the jobs done and the charges with the help of pre-invoice and delivery card. Delivery card must be explained to the customer for effective explanation

Responsible Person/Reference:Service Advisor

Control In-Charge:Service Manager

VEHICLE HANDOVER

SQS 05

Service Quality Standards | Copyright of Suzuki Auto South Africa (PTY) Ltd. | For Limited Circulation in Suzuki Auto SA’s Service Network.02


Issue:No.1

of work done. Sample of delivery card is attached as SQS-05/F1 (Delivery card). Contents of delivery cards can be printed behind the pre-invoice also for explanation to the customer.

7. If the customer is dissatisfi ed for any of the reasons viz; jobs done, repair quality, amount charged etc., the same shall be ascertained and resolved immediately.

Flowchart: Nil

Formats:2. SQS-05/F1: Delivery card.

Records (Auditable):1. 50 nos. of fi lled job cards and pre-invoice (90% during audit).2. Observe 5 vehicle delivery (10% weightage during audit).

Deliverables:1. To attain 100% vehicles delivery with full explanation to the customer.

SQS-05/F1 page 03


ServiceCompletion


Customer Feedback

Analysis


ServiceReminder

ServiceInitiation

03

Service inProgress

Foundation

Customer Name:

Vehicle Regn. No.:

Name of Service Advisor:

Telephone No.:

Required Repairs Work Done on the Vehicle

Kms:

Dear Sir/Madam,We thank you for visiting our workshop. During this visit, we have performed the following services/repairs to your vehicle, as requested by you.

We sincerely endeavor to meet the expectations of all our customers and add value to their service experience.

We offer following facilities for your convenience:

Vehicle pick-up & drop-off facility for service and repair.

Vehicle booking for service/repair through prior appointment.

Shuttle service to pick up & drop you off at the nearest location on the specific route.

Express service with prior appointment up to 20,000kms.

Servicing of vehicles during extended hour till 08:00pm.

Mobile Service to serve you at your doorstep.

Suzuki On-road Service (breakdown service).

Cashless repair facility for accidental repair for Suzuki Insured vehicles.

Extended Warranty.

Air-conditioned customer waiting lounge with Wi-Fi facility.

Separate waiting lounge for drivers.

For any assistance,

Please call us on:

E-mail:

Suzuki On-road Service Telephone No.:

The next service of your vehicle is due on or at kms, whichever occurs earlier.We appreciate your business and look forward to serving you again.

Model:

Date:

We recommend the following additional services/repairs to enhance the performance of your vehicle:

Actions taken on previous visit feedback:

SQS-05/F1: Delivery card

Front Back

VEHICLE HANDOVER

SQS 05



Issue:No.1

Activity B - Billing and customer feedback:

To satisfy the customer with the fairness of charges levied for service/repair of the vehicles by ensuring the following: 1. Reasonable charges for service/repair. 2. Proper explanation of estimates given at the time of opening the

job card. 3. Proper explanation of charges at the time of vehicle delivery.

Methodology:

1. The Service Advisor is to repeat the type of service which was carried out on the customer’s vehicle. The categories of repairs are as listed below. Then Service Advisor shall ask the customer about all the repairs done and confi rm with the customer the relevant repair has been done.

a. Free service b. Paid service c. Running repairs d. Quick repairs e. Body repairs f. Specifi c/customised jobs2. The Service Advisor shall also confi rm with the customer concerning

any other specifi c problem or additional jobs which were carried out in the vehicle. The cost estimate is to be confi rmed with the customer and compared to the invoice. The cost estimate considers the following factors:

a. Types of service carried out b. Nature of jobs carried out c. Required repairs, if any3. The Service Advisor/Foreman, along with the customer, will conduct a road

test and follow the procedure as mentioned in SQS-04 Activity B on road test, to confi rm that the problems reported by the customer have been attended to. If the cost estimate has been done correctly, the customer should be satisfi ed with the fairness of charges regarding:

a. Spare parts b. Oils and consumables c. Labour d. Taxes as applicable Reference shall be made to the Flat Rate manual regarding the cost.

Maximum effort should have been made for giving an accurate cost

Responsible Person/Reference:Service Advisor

Control In-Charge:Service Manager

Maximum effort should have been made for giving an accurate cost


ServiceCompletion


Customer Feedback

Analysis


ServiceReminder

ServiceInitiation

05

Service inProgress


Issue:No.1

Foundation

estimate to satisfy the customer for fairness of charges. Spares and service charges of commonly used parts/jobs has been standardised and should be displayed in the front offi ce as per format SQS-05/F2 (Spares, service and repair charges board). Part number for the poster is: 99000M24120-648

4. Charges for value added services like underbody coating, engine decarbonising, seat cover dry cleaning etc., should be strictly followed as per Suzuki Auto South Africa standards.

5. The Service Advisor shall utilise the invoice and explain very clearly to the customer regarding jobs identifi ed and corresponding cost and applicable taxes as well as total cost, before commencing work on the vehicle. A copy of the invoice should also be provided to the customer.

6. For any additional jobs during repair, specifi c approval should be obtained from the customer and recorded on the job card.

7. When the customer arrives to collect the vehicle, the front offi ce staff shall guide the customer to the concerned Service Advisor. A road test shall be conducted by the Service Advisor/Foreman along with the customer if required. The same person who conducts the road test should also be the one who tests the vehicle while opening the job card. After the road test, the Service Advisor shall explain the jobs done and the charges with the help of the invoice. If the customer is dissatisfi ed for any of the reasons viz; jobs done, repair quality, amount charged etc., the same shall be ascertained and resolved immediately.

8. If the customer is satisfi ed, the Service Advisor shall get the invoice signed by the customer and submit the same to the front offi ce staff for payment, who shall provide instant feedback card as per format SQS-05/F3 (Instant feedback card) to the customer. The Service Advisor shall collect the fi lled up instant feedback card from the customer and analyse the responses. If feedback is satisfactory, then the Service Advisor shall deliver the vehicle to the customer. If feedback is negative, the reasons shall be ascertained and proper explanation/remedial action shall be taken to ensure customer satisfaction. For example, if the customer is found dissatisfi ed with the washing quality of the vehicle, then the vehicle shall be thoroughly washed/cleaned and be delivered to the customer.

SQS-05/F2 page 08

SQS-05/F3 page 10

VEHICLE HANDOVER

SQS 05



Issue:No.1

Re-washing of the vehicle shall be endorsed on the instant feedback card by Service Advisor. All the fi lled instant feedback cards shall be handed over to the customer care department for analysis by Customer Care Executive as per format SQS-05/F4 (Analysis of instant feedback card).

9. The vehicle will be delivered along with the old parts, replaced against payment to the customer within 10 minutes of his/her arrival.

10. The process for reasonable charges for servicing shall be as per the fl owchart SQS-05/PFC1 (Reasonable charges for servicing).

11. The difference between the cost estimate given by the Service Advisor and the actual billing of the customer shall not exceed ± 5% of the cost estimate.

12. The Service Manager should do an analysis of 20 job cards and bills every month, where actual bill amount is more than the estimate. Countermeasures are to be taken to ensure reduction of number of cases. Analysis is to be done as per format SQS-05/F5 (Analysis of bills and estimates).

Flowchart:

1. SQS-05/PFC1: Reasonable charges for servicing.

Formats:

1. SQS-05/F2: Spares, service and repair charges board.2. SQS-05/F3: Instant feedback card.3. SQS-05/F4: Analysis of instant feedback card.4. SQS-05/F5: Analysis of bills and estimates.

Records (Auditable):

1. 50 nos. of fi lled job cards.2. Customer-signed invoices.3. 50 nos. of closed job cards along with invoice copy for provision of cost estimate break-up,

deviation of billed amount to cost estimate, additional cost approval etc.4. Automate/DMS report for deviation of cost estimate vis-à-vis invoice amount.5. Instant feedback cards analysis report (SQS-05/F5) for customer’s response on ‘Charges for

Service’ and countermeasures taken.

References:

1. Ready reckoner costing manual (Part No.: 99015M99023-74E).2. Flat rate manual.

Deliverables:

1. Billed amount not to exceed ± 5% of the estimate provided to the customer on job card.

SQS-05/F4 page 11

SQS-05/PFC1 page 07

SQS-05/F5 page 12


ServiceCompletion


Customer Feedback

Analysis


ServiceReminder

ServiceInitiation

07

Service inProgress

Foundation

Ask the customer for all repairs to be done

Record all required repairs on the job card

Is the cost breakdown known?

Service Advisor estimates cost breakdown of spare parts, labour and consumables on job card

Explain to the customer the cost breakdown and jobs to be done on the vehicle

Open job card mentioning cost breakdown for normal jobs (labour/parts/consumables) + customised jobs

Customer endorses the estimated charges for repairs/service on the job card. Service Advisor provides a copy of the same to the customer

Send vehicle to workshop for repairs as per the job card

Job completed - Service Advisor/Supervisor hands over job card to the front office

Front office enters data in Automate package/DMS and closes the job card

Front office prints and attaches pre-invoice with closed job card

Front office informs Customer Care Executive for ready status of vehicle and Customer Care Executive calls the customer. Wherever applicable

an SMS shall be sent to the customer

Service Advisor to deliver the vehicle, explain the jobs done and charges levied, with the help of pre-invoice

Bill preparation by front office and handover to customer

Provide Instant Feedback Card and collect filled form

Rating in Instant Feedback Card satisfactory?

Deliver the vehicle along with the old parts, replaced against payment, to the customer within 10 minutes of arrival

Refer to the Ready Reckoner Costing manual/Labour Hour Rate

and Flat Rate manual

Analyse the reason and attend to the customer dissatisfaction

and resolve the complaint

Additional repairs observed during service

Service Advisor calls customer and takes

approval for the additional repairs. The Service Advisor

puts remarks on the job card for additional repairs and revised estimate on

the job card

No

No

Yes

Yes

SQS-05/PFC1: Reasonable charges for servicing

VEHICLE HANDOVER

SQS 05


Spar

es, S

ervi

ce &

Rep

air

Ch

arge

s B

oar

d

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

11.

12.

13.

14.

15.

16.

17.

Oil

filte

r

Fuel

filte

r

Spar

k pl

ug

Air

clea

ner

filte

r el

emen

t

Blad

e as

sem

bly,

Wip

er R

H/D

R

Blad

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bly,

Wip

er L

H/A

S

Hor

n as

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bly

Dis

c, C

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h

Cove

r as

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bly,

Clu

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Pad

set,

Dis

c br

ake

Shoe

set

, Bra

ke

Stru

t as

sem

bly,

Sus

pens

ion

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Engi

ne o

il (w

ith fi

lter)

Engi

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Engi

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ual t

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mis

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oil

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e flu

id

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arts

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Jimny

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SQS-05/F2: Spares, service and repair charges board


ServiceCompletion


Customer Feedback

Analysis


ServiceReminder

ServiceInitiation

09

Service inProgress

Foundation

Spar

es, S

ervi

ce &

Rep

air

Ch

arge

s B

oar

d

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

11.

12.

13.

Paid

ser

vice

Paid

ser

vice

- 5

poi

nts

Paid

ser

vice

- 9

poi

nts

Whe

el b

alan

cing

per

whe

el (

with

out

wei

ghts

)

Whe

el a

lignm

ent

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inje

ctor

cle

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g pe

r in

ject

or

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ttle

bod

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ng

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ch c

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/Dis

c as

sem

bly,

rem

ove

& r

eins

tall

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t di

sc b

rake

pad

(bo

th s

ides

), re

mov

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ll

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ring

rack

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ove

& r

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as le

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will

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done

if r

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and

are

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paid

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.

4.

All p

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and

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with

out

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Fo

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spar

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‘Spa

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Serv

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abou

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Labo

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our:

(Ran

ds)

for

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than

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ned.

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S. No.

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ort

Jimny

Vita

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Vita

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SQS-05/F2: Spares, service and repair charges board

VEHICLE HANDOVER

SQS 05


Dear Customer,

Thank you for getting your car serviced at our workshop. We would like to know how we performed. Please spare a few moments to give us your valuable feedback on the following, as it will help us in improving our services.

Please put a tick mark (√) in the appropraite box.

1. Is this the second time you have come for the same problem?/Is it a repeat problem?

a) Yes b) No

2. Are the charges for service ...?

a) More than the estimate given? b) Same or less than the estimate given?

3. Was your car ready on time as promised by the Service Advisor?

a) Yes b) No

4. Were all required repairs completed?

a) Yes b) No

5. How do you rate the quality of washing of your car?

If the washing is not satisfactory, please specify the area where washing is not done properly.

a) Underbody b) Interior c) Engine room d) Exterior

6. How do you rate the customer lounge and workshop facilities in terms of cleanliness, comfort and amenities?

a) Yes b) No

7. Any other suggestion:

Instant Feedback Card

Unacceptable

1 2 3 4 5 6 7 8 9 10

Average Good Excellent

Name: Date:

Regn. No.: Contact No.:

E-mail: Birth Date:

Thank you for your valuable feedback.

SQS-05/F3: Instant feedback card


ServiceCompletion


Customer Feedback

Analysis


ServiceReminder

ServiceInitiation

11

Service inProgress

Foundation

An

alys

is o

f In

stan

t Fe

edbac

k C

ard

Dat

e

Tota

l for

the

Mon

th

Mon

th:

1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

11.

12.

13.

14.

15.

16.

17.

18.

19.

20.

21.

22.

23.

24.

25.

26.

27.

28.

29.

30.

31.

Sign

atur

e of

Cus

tom

er C

are

Exec

utiv

eSi

gnat

ure

of S

ervi

ce M

anag

er

Serv

ice

Load

No.

of In

stan

t

Feed

back

Ca

rds

Prov

ided

No.

of In

stan

t

Feed

back

Car

ds

Rece

ived

% P

rovi

ded

=

(B/A

)*10

0%

Pro

vide

d

= (C

/B)*

100

Visi

ted

Seco

nd

Tim

e fo

r th

e

Sam

e Pr

oble

m

Char

ges

for

Se

rvic

e

Vehi

cle

Read

y

at P

rom

ised

D

eliv

ery

Tim

e

Wer

e al

l Re

quire

d Re

pairs

Co

mpl

eted

Was

hing

qua

lity

Ratin

g

AB

CYe

s%M

ore

than

Es

timat

e %

No%

No%

Betw

een

1-7

Betw

een

8-10

SQS-05/F4: Analysis of instant feedback card

VEHICLE HANDOVER

SQS 05


An

alys

is o

f B

ills

an

d E

stim

ates

5. O

ther

s (p

leas

e sp

ecify

)

Coun

term

easu

re:

Anal

ysis

:

Cust

omer

Nam

e:Re

gist

ratio

n N

o.:

Mod

el:

Tel N

o.:

Dat

e of

Ser

vice

:Ty

pe o

f Se

rvic

e:

Dat

e of

Purc

hase

:Se

rvic

e Ad

viso

rN

ame:

Estim

ate

befo

re s

tart

of Jo

b

S. N

o.

S. N

o.

Jobs

Jobs

Tota

l of La

bour

(a)

Tota

l of La

bour

(b)

Tota

l of La

bour

(b)

Addi

tiona

l Job

Bill

s (c

)

Taxe

s (d

)

Tota

l Bill

(a+

b+c+

d)

Any

addi

tiona

l Job

s Es

timat

e (c

)

Taxe

s an

d O

ther

Cha

rges

(d)

Tota

l Est

imat

e (a

+b+c

+d)

Part

sPa

rts

Amou

ntAm

ount

Amou

ntAm

ount

Rem

arks

Rem

arks

Varia

tion

Varia

tion

R....

......

......

......

.../-

R....

......

......

......

.../-

R....

......

......

......

.../-

......

......

......

......

....%

......

......

......

......

....%

......

......

......

......

....%

Rem

arks

Rem

arks

Actu

al b

ill d

etai

ls

4. T

axes

wer

e no

t in

clud

ed in

the

est

imat

e

3. R

eady

rec

kone

r no

t re

ferr

ed b

y Se

rvic

e Ad

viso

r

2. A

dditi

onal

jobs

’ est

imat

e w

as n

ot c

omm

unic

ated

1. S

ervi

ce A

dvis

or n

ot a

war

e ab

out

labo

ur r

ates

Reas

on for

Var

iatio

n in

the

Est

imat

e an

d Bi

ll

SQS-05/F5: Analysis of bills and estimates


ServiceCompletion


Customer Feedback

Analysis


ServiceReminder

ServiceInitiation

13

Service inProgress


Issue:No.1

Foundation

Activity C - Customer send-off:

To ensure that the customer is fully satisfied with his/her servicing of their vehicle and that the quality of the service experience was of a high calibre. Appreciation through a vote of thanks should be shown to the customer for having vehicle serviced at the workshop.

Methodology:

1. After explaining the invoice to the customer: - Walk the customer to his/her vehicle - Walk customer around vehicle inspecting for any damages - Open bonnet, show customer correct fluid levels and engine bay clean - Open boot, show custmer old parts, discard if customer no longer

requires the parts - Show customer that spare wheel is inflated, jack and tools are in vehicle - Remove seat covers and floor mats in front of customer - Hand keys to customer - Show customer next service due reminder sticker - Thank customer for their business - Take a few steps away from the vehicle - Wait for customer, do not walk away - Greet customer with a friendly wave and a smile - See customer off before returning to your work station

Responsible Person/Reference:Service Manager

Control In-Charge:Service Advisor

VEHICLE HANDOVER

SQS 05


Notes:

Documents

Vehicle Handover - Suzuki Autotraining.suzukiauto.co.za/.../SQS/SQS5.pdf · should be displayed in the front offi ce as per format SQS-05/F2 (Spares, service and repair charges board)