VISUALS MINI RETAIL STANDARDS 2013+ B4...VISUALS MINI RETAIL STANDARDS 2013+ B4-R1 1 B4-R1, January 2014 RETAIL STANDARDS 2013+ – REFERENCE HANDBOOK. TABLE OF CONTENT. B4-R1 Page

VISUALS MINI RETAIL STANDARDS 2013+

B4-R1 1

B4-R1, January 2014

RETAIL STANDARDS 2013+ – REFERENCE HANDBOOK. TABLE OF CONTENT.

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1 Major Changes and Reason Why.

2 Retail Standards Documentation MINI Sales

3 Retail Standards Documentation MINI Service

Specification MINI offers a building and equipment consultancy to support the importer/ dealers in case of modifications of the importer/ dealership and/or showroom e.g. reinstallation of brand-specific equipment. The MINI building and equipment consultancy is mandatory for newly planned importer/ dealerships, for modernizations of importer/ dealerships and/or substantial of the interior fittings (e.g. walls, floor, ceiling).

MAJOR CHANGES AND REASON WHY. MINI BUILDING & EQUIPMENT CONSULTANCY.

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Reasoning The MINI Building and Equipment Consultancy ensures a brand adequate implementation on OCS and ICS elements as well as a brand adequate appearance of the whole importer/ dealership in terms of architecture and importer/ dealership layout and equipment.

The MINI Building and equipment consultancy offers an individual and personal consulting fitted to the importer/ dealer’s requirements. The full range consultancy provides a professional and brand specific expertise for all areas of the importer/ dealership as architecture, showroom, customer areas, back office, workshop and warehouse as well as an introduction to sustainability topics. Derived from this full range offer the consultation together with the importer/ dealer will create a tailor made plan which will best match with the importer/ dealer’s environment and budget situation and for compliance with the Retail Standards requirements.

Advantages for importer/ dealer

Specification New MINI importer/ dealership buildings have to fulfill the “BMW Group Sustainability” target level of 100 - out of a maximum of 150 - points according to the BMW Group Reference System. The importer/ dealer can select by which Green Building measures (listed in detail in the BMW Group Reference System) target level of 100 points is met. Furthermore the new MINI importer/ dealership buildings must feature a “Building Energy Monitoring and Controlling System” allowing a constant measurement and monitoring of energy key indicators and thereby measure the impact of the realized Sustainability measures and efficiencies.

MAJOR CHANGES AND REASON WHY. BMW GROUP SUSTAINABILITY.

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Reasoning Sustainability is on everybody’s tongue. In a lot markets there are already local regulations in place to support sustainability and to protect the environment. Furthermore the social demand on entrepreneurs to act with regard to sustainability, social responsibility and protection of the environment is growing. At the same time the aspect of required importer/ dealer investment has to be treated with caution. Therefore the importer/ dealer orientation towards sustainability implementation measures must be carried out in a gradual course of action. Hence the defined sustainability standards will come into mandatory account for new importer/ dealership buildings only, although that all importer/ dealers are encouraged to also consider the realization of sustainability measures already at existing importer/ dealership buildings.

The MINI Building and equipment consultancy offers also a consultation regarding sustainability of real estate projects. The BMW Group Reference System provides a list of effective sustainability measures fitted for importer/ dealerships. The importer/ dealer, supported by the MINI consultancy, can make his/her choice according to the individual circumstances. Some of these sustainability measures can be installed anytime, however to integrate sustainability measures within new building projects is much easier, much cheaper and more effective than to refit them afterwards. The Building energy Monitoring and Controlling System offers the importer/ dealer on one hand to control and steer the result of the implemented sustainability measures as well as to use this system to communicate the sustainability measures to the customers.


Specification The Future POS consists of new outdoor and indoor communication material, new showroom furniture as well as new IT tools (mobile customizer, VPP = Virtual Product Presentation) for product presentation and new retail functions (Product Genius) with regard to adjusted customer processes.

MAJOR CHANGES AND REASON WHY. FUTURE POS.

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Reasoning With the implementation of the Future POS within the importer/ dealerships MINI offers the importer/ dealer a wide range of POS material for outside and inside in order to increase the market appeal of the importer/ dealership and to implement a premium look and feel of importer/ dealership exterior and interior. In addition new retail staff roles and IT tools based on latest communication technologies enhance the customer experience.

MINI offers a wide range of communication material for outside and inside. The future digital POS communication offers the possibility to show communication material provided by the Regional Office as well as to integrate importer/ dealership individual communication material fitted to the importer/ dealer’s needs. In order to ensure an implementation matching the importer/ dealer’s individual possibilities (building, budget, size etc.), MINI supports the implementation of the future POS equipment as well as the handling and operations of the new digital POS communication (digital signage) through a central brand consultancy. As latest communication technologies are used (e.g. for the digital signage) the update of the communication material is faster, easier and can be individualized. The new design of the furniture (e.g. sales consultant workplaces and customer waiting area) creates an informal and relaxed atmosphere and invites the customers to stay within the importer/ dealership. Furthermore the interior elements provide the perfect basis to install the virtual product presentation, one important feature to create an outstanding customer experience.


Specification For the new Retail Standards 2013 we have integrated standards regarding ‘Customer Processes’ e.g. Welcome, Follow-up, Product Presentation, Test Drive, Handover and CRM. The fulfillment of these processes will be checked by ‘Mystery Shopping’ and Customer Survey as well as by classical audits. Therefore for each process one or more hard facts are defined (e.g. test drive was offered to the customer). Soft-facts (e.g. importer/ dealer employee was friendly) are not part of the measurement for the Retail Standards.

MAJOR CHANGES AND REASON WHY. PROCESSES AND MYSTERY SHOPPING.

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Reasoning Previous Retail Standards have been limited on more or less physical topics like OCS, ICS, the number of showroom cars etc. However, customer experience, customer treatment and personal contact now need to be integrated into the brand experience to ensure the relationship between the importer/ dealership and customers meets the requirements of the Retail Standards 2013+.

Customer orientation is a basic customer expectation towards a premium brand. Customer orientation results in better customer satisfaction results, higher loyalty of customer and also in more sales and service orders. The compressed list of relevant customer processes within Retails Standards delivers the importer/ dealer an easy tool with precisely defined requirements to evaluate their customer treatment / customer processes and to follow-up on implemented measures, if necessary. In addition MINI offers a wide training program and also on-site coaching to improve those processes.


Specification Together with the new Retail Standards 2013+ coming into effect, also a new concept of audit handling will be applied. Different to the past, the annual audit will then consist of three major phases. After a proactive importer/ dealer self audit at the beginning of the year, a regular annual audit check by an external auditor will take place during the year. After an internal result evaluation phase all importer/ dealerships which failed to pass the Retail Standards compliance threshold will have an appropriate time-period for rectification of failure standards, followed by a re-audit of the respective importer/ dealer on failure standards.

MAJOR CHANGES AND REASON WHY. AUDITING.

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Reasoning The major aim of the introduction of a importer/ dealer self audit as a preparation for the regular annual onsite audit is to generate more importer/ dealer involvement and transparency for the importer/ dealer combined with an efficiency increase of onsite auditing leading to a two direction advantage.

As an overall benefit for the importer/ dealer the introduction of an annual proactive importer/ dealer self audit will generate a higher result dependability for the importer/ dealer resulting in a better year-planning reliability. Further, the focus and check of failure standards only in the re-audit will lead to a reduction of importer/ dealer capacity blocking and an increase of time efficiency for the importer/ dealer.


Specification An importer/ dealer size clustering has been integrated into the new Retail Standards 2013+. In sales this clustering is related to the annual planned sales volume, in service it is related to the number of work bays. In addition to the clustering of the ICS elements MINI offers various alternative ICS sets within each cluster size.

MAJOR CHANGES AND REASON WHY. IMPORTER/ DEALER SIZE CLUSTERING.

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Reasoning The importer/ dealer size clustering gives the opportunity to tailor the requirements and necessary invests according to the importer/ dealer size. Furthermore it creates more transparency as special formats are reduced.

Importer/ dealer size clustering provides the importer/ dealer with transparency regarding the standard requirements which are based on importer/ dealer size. In turn this provides greater transparency regarding required investments. Alternative ICS sets within each importer/ dealer size cluster provide the importer/ dealer with greater choice when selecting an ICS set that fits best the showroom layout. For best possible ICS set selection and implementation MINI offers building and equipment consultancy.

MINI XS S M L XL

Units < 80 80-149 150-299 300-499 >500

MINI XS S M L XL

Work bays 3-4 5-8 9-12 13-16 17-20

Sales

Service



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1 Major Changes and Reason Why.



RETAIL STANDARDS 2013+ MINI SALES. SECTION 1: IMPORTER/ DEALERSHIP BRAND ARCHITECTURE.

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1.1 Brand Architecture Consultation (incl. Sustainability / Green Building Advisory)

Requirement MINI offers a building and equipment consultancy. The MINI building and equipment consultancy, based on the MINI Building and Equipment Process, is mandatory for newly planned Importer/ dealerships, for modernizations of Importer/ dealerships (interior and exterior), and for reinstallation of brand-specific equipment of the showroom. The Importer/ dealer shall consider the recommendations given by the MINI building and equipment consultancy in its projects. The agreed planning is to be implemented.

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Notes • Mandatory for all Importer/ dealer sizes which are newly planned or plan a modernisation

XS S M L XL

Brand Architecture Consultation X X X X X


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1.2 Brand Architecture Elements in case of modernization

Requirement The elements as defined in the table "Brand Architecture Elements" must be considered for modernizations of Importer/ dealerships.

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Notes • List of Brand Architecture elements to be considered is attached to the Retail Standards.

XS S M L XL

Brand Architecture Elements in case of modernization

X X X X X


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1.3 Outside Facilities

Requirement The Importer/ dealer ensures the following elements for the outside facilities: • a clear signage for traffic circulation areas outside (signage in correspondence to the MINI

Outdoor Communication System (OCS) specification) • a clear signage for indoor and/or outdoor parking spots (signage in correspondence to the MINI

Outdoor Communication System (OCS) specification) • a visual and/or physical and/or spatial separation between customer and workshop areas is

strongly recommended • a separated area for waste collection incl. screen to prevent customer view

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XS S M L XL

Outside Facilities X X X X X

Clear signage traffic circulation X X X X X

Clear signage parking X X X X X

Customer area and workshop separation

X X X X X

Waste collection X X X X X


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1.4 MINI Brand Architecture

Requirement For as long as a Importer/ dealer is BMW Group (brand) exclusive, the Importer/ dealer has to have a separate MINI customer entrance to the MINI showroom for separation from other BMW Group brands (transition period until 31.03.2015, no transition period for new dealers and modernizations). In case of MINI showroom building modernizations the following elements are implemented: • the interior design / architecture ensures that a direct visual comparison of MINI vehicles with

other vehicles of BMW Group brands is not possible. • the MINI Showroom is a linear (and if possible rectangular) building or a straight (and if possible

rectangular) section of the building which is to be clearly separated from the showroom of other BMW Group brands. Characteristics for such a separate part of the building are: • vertical and horizontal separation of building volumes e.g. facade setback or neutral entrance

zone in-between brands and/or • different roof height for each brand, no continuous eaves • brand specific architecture for each part of the building

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XS S M L XL

MINI Brand Architecture X X X X X


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1.5 MINI Parking Marks

Requirement The MINI parking zone is providing curbs with speedway color marking. The MINI parking spaces marked in brand colors signal white (RAL 9003), bright red orange (RAL 2008), zinc yellow (RAL 1018), sky blue (RAL 5015), traffic red (RAL 3020) or yellow green (RAL 6018) and Slogan "FOR MINI ONLY".

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XS S M L XL

MINI Parking Marks X X X X X

OPTIONAL


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1.6 BMW Group Sustainability in Real Estate Projects - for Retail Importer/ dealership

Requirement BMW Group Sustainability in Real Estate Projects - for Retail Importer/ dealership New MINI Importer/ dealership buildings have to fulfill the “BMW Group Sustainability” target level of 100 - out of a maximum of 150 - points according to the BMW Group Reference System „BMW Group Sustainability in Real Estate Projects - for Retail Importer/ dealership“. The Importer/ dealer can select in his discretion by which Green Building measures (listed in detail in the BMW Group Reference System „BMW Group Sustainability in Real Estate Projects - for Retail Importer/ dealership“) the BMW Group Green Building target level of 100 points is met. Monitoring Sustainability New MINI Importer/ dealership buildings must feature a "Building Energy Monitoring and Controlling System" allowing a constant measurement and monitoring of energy key indicators and thereby measure the impact of the realized Sustainability measures and efficiencies (water-, heating/ cooling-, electricity energy-, and greenhouse gas emissions savings). The metering and collection of the relevant key indicators must be realized according to the different functional areas of a MINI Importer/ dealership: showroom area, office area, workshop area, storage area and outside area. The relevant key indicators must be made visible for customers/ stakeholders on a display system in the interior of the building. The Importer/ dealer must make the energy key indicators available to the MINI Regional Office on request for analysis purposes.

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Notes • Mandatory for all Importer/ dealer sizes

• The BMW Group Reference System is attached to the Retail Standards.

XS S M L XL

BMW Group Sustainability in Real Estate Projects

X X X X X

Monitoring Sustainability X X X X X

Example for Monitoring Sustainability

RETAIL STANDARDS 2013+ MINI SALES. SECTION 2: OUTSIDE AREA AND OUTDOOR COMMUNICATION SYSTEM (OCS).

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2.1 Pylon

Requirement The pylon is in correspondence to the MINI Outdoor Communication System (OCS) specification. The pylon shows the MINI brand symbol and up to pylon size P6 also the Importer/ dealer name and optionally the address (street, street number). The integration of further brand elements on the pylon is subject to the prior confirmation by MINI. Alternatively the Importer/ dealer can additionally install pylon size P7 -P10. The pylon should be spotlighted from below (2 ground spots for direct illumination, glare-free) if possible. Further pylons for signalization of MINI Service, if offered on site, are not required. White versions of the MINI OCS Pylon are no longer used at the entrance. White pylons are to be removed.

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Notes • White MINI OCS must be removed and/or replaced by the black MINI OCS.

XS S M L XL

MINI Pylon 1 1 1 1 1

Not allowed anymore


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2.2 Outdoor Flags / Flagpoles

Requirement There are at least two flagpoles, one with the MINI brand flag and one with a current product flag. The flagpoles are grouped together. If more than two flagpoles are erected in a row or in a group, they are set equidistant from one to another with a maximum deviation of +/-15 cm. The flagpoles should be spotlighted from below (one ground spot per flagpole providing direct illumination) if possible.

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XS S M L XL

Outdoor Flags / Flagpoles 2 2 2 2 2

MINI Brand Flag black

MINI Brand Product Flag

Example: MINI adjacent

independent


bordering


integrated


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2.3 Importer/ dealer Name / Brand Module (Façade Banner)

Requirement The modules of the Importer/ dealer name and of the MINI brand symbol are displayed on the bearing structure in correspondence to the MINI OCS. Further modules for signalization of MINI Service, if offered on site, are not required. White versions of the MINI OCS Facade Banner are no longer used at the entrance. White facade banners are to be removed. The modules of the Importer/ dealer name and of the MINI brand symbol should be well-positioned at the entrance, if possible.

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XS S M L XL

Importer/ dealer Name / Brand Module (Façade Banner)

1 1 1 1 1

Example: BMW fully fledged (ff) and MINI flully fledged (ff) for adjacent-

bordering buildings


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2.4 Entrance Sign

Requirement Directly at the entrance to the Importer/ dealer (outside or inside) there is at least one separate entrance sign. Depending on the architectural conditions the entrance sign can be free standing, wall or side-wall mounted. Specifically, this comprises the following: • width 1000 mm, minimum height 666 mm • black background with white letters (e.g. sign "Entrance" according to MINI OCS specification) • name • title "MINI Authorized Importer/ dealer", further indication for MINI Service, if offered on site, is

not required • address (optional) • e-mail and internet address (optional) • telephone and fax numbers • opening hours • if inside: clearly visible and legible from the outside The integration of further brands on the sign is subject to the prior confirmation by MINI. The address, e-mail and internet address, telephone and fax numbers and opening times can alternatively be declared on a separate sign, but in a brand-neutral way. White versions of the MINI OCS Entrance Sign are no longer used at the entrance. White entrance signs are to be removed. A further entrance sign signaling MINI Service, if offered on site, is not required.

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XS S M L XL

Entrance Sign 1 1 1 1 1

BMW fully fledged and MINI

fully fledged only in case of

one shared entrance.

Exception


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2.5 Product Listing Sign

Requirement Directly at the entrance to the Importer/ dealer (outside or inside) there is at least one separate sign listing of all products offered. Depending on the architectural conditions the offer sign can be free standing, wall or side-wall mounted. Specifically, this comprises the following: • width 1000 mm, minimum height 666 mm • black background with white letters (e.g. sign "Offer" in accordance with MINI OCS

specification)" • list of products (e.g. New Cars, Used Cars etc.) • if inside: clearly visible and legible from the outside The integration of further brands on the sign is subject to the prior confirmation by MINI. White versions of the MINI OCS Product Sign are no longer used at the entrance. White product signs are to be removed. A further sign listing of products for MINI Service, if offered on site, is not required.

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XS S M L XL

Product Listing Sign 1 1 1 1 1

BMW fully fledged and MINI

fully fledged only in case of one shared entrance.

Exception


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2.6 MINI Supersign

Requirement The Importer/ dealer installs one Supersign in the outdoor area. Supersigns are Supersign Boxes, Illuminated Word Mark or Communication Wall. The illuminated Word Mark can be also installed inside clearly visible from outside.

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XS S M L XL

MINI Supersign 1 1 1 1 1


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2.7 Communication Wall

Requirement The Importer/ dealer uses a communication wall which is in correspondence to the MINI Outdoor Communication System (OCS) specification.

Scaling

XS S M L XL

Communication Wall 1 1 1 1 1

OPTIONAL


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2.8 Outdoor Car Presentation / Platform

Requirement The Importer/ dealer uses a highlight area in front of the Importer/ dealership to emphasize specific cars (e.g. during product launches). The outdoor car presentation platform is equipped with a battery charger.

Scaling

XS S M L XL

Outdoor Car Presentation X X X X X

OPTIONAL


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2.9 Parking Spots or alternatively Customer Parking Management Process

Requirement The Importer/ dealer ensures • parking spots for its customers and/or • provides an effective customer parking management process and/or • provides a customer shuttle management process.

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Notes Size of parking spots: recommendation for existing facilities, mandatory for new facilities starting

from 01/2014.

XS S M L XL

Parking Spots or alternatively Customer Parking Management Process

X X X X X


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2.10 Importer/ dealer Marketing Material for customer parking (platform, wall communication, colored skid marks etc.)

Requirement The Importer/ dealer ensures that the customer parking area is generally clean and well-groomed. Additionally, there are communication elements installed according to MINI ICS/ OCS specifications (communication display or car presentation platform etc.) and in use for MINI brand communication.

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XS S M L XL

Parking area clean and well-groomed/communication elements

X X X X X

RETAIL STANDARDS 2013+ MINI SALES. SECTION 3: MINI SALES AREA.

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3.1 Floor Surfaces

Requirement The floor surfaces in the MINI Sales area are black, anthracite or dark grey. The following floor surface alternatives for the MINI sales area are permitted: • tiles • cast plaster floor • hard concrete • synthetic flooring material (e.g. Multifloor) If the MINI sales area and the BMW sales area are located in the same building and same level (difference of level < 1.20 m) the floor surface of the MINI sales area is clearly darker than the floor surface used in the BMW sales area. MINI New Cars in the showroom are only displayed on tiles, cast plaster floor, hard concrete, synthetic flooring material or the MINI ICS platform.

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XS S M L XL

Floor Surfaces X X X X X

Darker Sales Area MINI X X X X X

MINI New Car Display X X X X X

Tiles

Cast plaster floor grey

Hard concrete: polyurethane (PU) sealed

Synthetic flooring material e.g. Multifloor

Example Anthracite Example dark grey Example black


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3.2 Walls

Requirement Walls in the MINI sales area are colored matt black. Glass walls are also permitted. Maximum one wall can either be painted in mid grey and/or be illuminated in the MINI colors (orange, yellow, green), if more than two solid black walls are bordering the MINI sales area.

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XS S M L XL

Walls X X X X X

Matt black

Glass wall


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3.3 Brand Separation MINI to other Corporate BMW Group brands

Requirement In case of a combined/shared presentation of MINI and other Corporate BMW Group brands the MINI new car presentation is clearly separated in the sales area. To ensure a separation by open ground of the MINI sales area and the other Corporate BMW Group brands there is at least one wall installed in between. The separating wall comprises the following: • it is fixed to the ground • the minimum height is 2.70 m; rest of wall up to ceiling can be closed, left open or fitted with

glass • the surface in direction of the MINI brand is colored matt black. The separation by open ground is also given • if the MINI sales area and other Corporate BMW Group brands are presented on different levels

(minimum height > 1.20 m), e.g. split level or different floor. • by exclusive stand-alone from other Corporate BMW Group brands MINI sales area building (e.g.

separated showroom pavilion or separated location).

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XS S M L XL

Brand Separation MINI to other Corporate BMW Group brands

X X X X X

The passages between the wall elements can remain open or be filled with glass (e.g. glass door)


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3.4 Ceiling

Requirement The ceiling in the car display area is at least 2.75 m above floor level. The ceiling color is black or silver.

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XS S M L XL

Ceiling X X X X X

Panel system

Painted/Covered Acoustic Panel


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3.5 Lighting

Requirement The intensity of light in the car display area is at least 500 Lux (800 Lux is recommended) (measured at a height of 1,5 m above floor level). The lighting bodies are transparent or colored silver or black.

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XS S M L XL

Lighting as required X X X X X


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3.6 MINI New Cars on Showroom Display

Requirement The actual number of MINI new cars to be displayed by the Importer/ dealer is dependent on its annual planned retail sales volume (see table "MINI Importer/ dealer Size Scaling"). A border of 0.60 m around each car on display is kept free of any items to ensure optimal access to the cars on display. The borders of each car on display do not overlap. An ideal display area per displayed MINI new car to be strived for is at least 35 m². The alignment / arrangement of all new cars on display should be orthogonal or parallel if possible. The Importer/ dealer ensures electrical power supply for every MINI showroom car. The wiring for electrical supply is invisible (e.g. by floor boxes). Covering of the wiring by wire ways on the floor is sufficient, but only with the final inspection and approval of the Regional Office. New Car Name Plate The Importer/ dealer provides every MINI car in the showroom with a name-plate (front and back, identifying the model). The layout / content of the name-plate complies with the MINI Regional Office specifications (see example including writing coinage).

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XS S M L XL

MINI New Cars on Showroom Display

3 or

2 + HUB

4 or

3 + HUB 4 5 6

New Car Name Plate X X X X X Example: Name plate

The elements are always arranged orthogonally to each other.

Distance in between two cars at least: 1.2 m

Distance from car to wall or other items at least: 0.6 m


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3.6 MINI New Cars on Showroom Display – Showroom Car with original Accessories

Requirement Minimum one showroom car must be equipped with Original MINI accessories according to RO (Regional Office) specifications.

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XS S M L XL

Showroom Car with original Accessories

1 1

Showroom Cars with original MINI Accessories

Details (RO specifications): - Minimum of one showroom car that is retrofitted with accessories for larger importer/ dealer (L, XL) - Value (customer end price incl. VAT, with installation) of accessories that is retrofitted must be between 3% -

7% of the car value (sticker price, incl. VAT) - Accessories must be mentioned on the price list Recommendation: - Take accessories that can be retrofitted and/ or removed easily (e.g. wheels, roofbox, mirror caps, stickers, etc.) - Offer the accessories as a „package price“ - Highlight the car (e.g. car platform)


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3.7 Model Mix of showroom cars

Requirement The showroom car fleet of the Importer/ Importer/ dealer complies with the differs in model, option and/or colour mix according to MINI Regional Office Showroom Car specifications in order to ensure a representative and flexible product presentation in the showroom.

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Notes • Changes of model mix are communicated 6 months in advance.

XS S M L XL

Model Mix of showroom cars X X X X X

Example Model Mix of showroom cars


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3.8 Ceiling Frame

Requirement The Importer/ dealer uses a ceiling frame (incl. lighting). (new element, old ceiling element must be removed, platform can still be used) Transition period until 31.03.2015 (No transition period for new dealers and modernizations).

Scaling

XS S M L XL

Ceiling Frame 1 1 1 1 2


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3.9 New Car Price Stele

Requirement The Importer/ dealer uses a price stele with price board (vehicle equipment, price, financing offer, energy rating) incl. brochure holder for each displayed MINI New Car. The layout / content of the price label complies with the MINI Regional Office specifications.

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XS S M L XL

New Car Price Stele X X X X X


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3.10 MINI HUB

Requirement The Importer/ dealer uses the MINI HUB consisting of self-illuminating frame, table, centre rail (cover closed), sofa element, bar stool, presentation screen, touchscreen, floor platform. The MINI HUB size is according to Importer/ dealer size cluster: • for cluster XS and S: in case HUB is implemented, at least HUB Size XS • for cluster M und L: at least HUB Size XS • for cluster XL: at least HUB Size S (MINI HUB in cluster XS, S can replace one showroom car) Transition period until 31.03.2015 (No transition period for new dealers and modernizations). The Importer/ dealer uses a tablet PC with WLAN and 3G at the MINI HUB. The Importer/ dealer uses the software "mobile customer" for the tablet PC: to configure cars on the tablet PC and as input device for VPP, software to access the full-HD screen (e.g. Apple TV) The Importer/ dealer uses the Virtual Product Presentation (VPP) (only if available in the market) at the MINI HUB. The required hardware for each VPP installation is: 1. a powerful graphics workstation, according to MINI specifications 2. a 2D/ 3D output screen Full-HD Screen, (e.g. 42" or bigger), according to MINI specifications 3. for the communication WLAN is necessary (Standard: 802.11n, Network Protocol Bonjour is

recommended)

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XS S M L XL

MINI HUB opt opt 1 1 1

MINI HUB XS MINI HUB S MINI HUB M MINI HUB L

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3.10 MINI HUB

Requirement The Importer/ dealer uses a tablet PC with WLAN and 3G at the MINI HUB. The Importer/ dealer uses the software "mobile customer" for the tablet PC: to configure cars on the tablet PC and as input device for VPP, software to access the full-HD screen (e.g. Apple TV) The Importer/ dealer uses the Virtual Product Presentation (VPP) (only if available in the market) at the MINI HUB. The required hardware for each VPP installation is: 1. a powerful graphics workstation, according to MINI specifications 2. a 2D/ 3D output screen Full-HD Screen, (e.g. 42" or bigger), according to MINI specifications 3. for the communication WLAN is necessary (Standard: 802.11n, Network Protocol Bonjour is

recommended)

Scaling


XS S M L XL

Tablet PC at HUB opt opt 1 1 1

Mobile Customizer opt opt 1 1 1

Virtual Product Presentation opt opt 1 1 1


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3.11 Colour and Material sample

Requirement The Importer/ dealer uses a color and material sample wall freestanding or wall-mounted with the current set of sample updates. Transition period until 31.03.2015 (No transition period for new dealers and modernizations). The Importer/ dealer ensures that only valid editions of color & trim samples are on display on all color & trim sample walls in the showroom. Invalid color and trim samples are removed from display immediately.

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XS S M L XL

Color and material Sample 1 1 1 1 1

Only valid editions of Color & trim in showroom

x x x x x


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3.12 Check-in Element

Requirement The Importer/ dealer uses a check-in element which is positioned at the entrance and in correspondence to the MINI Indoor Communication System (ICS) specification. Transition period until 31.03.2015 (No transition period for new dealers and modernizations). • check-in element in correspondence to the MINI Indoor Communication System (ICS)

specification - without screen • check-in element in correspondence to the MINI Indoor Communication System (ICS)

specification - with screen

Only if POS digital is available

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XS S M L XL

check-in element in correspondence - without screen

1 1 1

check-in element in correspondence – with screen

1 1


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3.13 Large Scale Communication (print)

Requirement The Importer/ dealer uses a wall mounted large scale communication in correspondence to the MINI Indoor Communication System (ICS) specification. Transition period until 31.03.2015 (No transition period for new dealers and modernizations). Large Scale Communication (print): 1800mm x 2400mm Large Scale Communication (print): 3600mm x 2400mm The content of the large scale communication has to be a current version and in accordance with the respective marketing activity in the Importer/ dealership.

Scaling

Example: Large Scale Communication, backlit (also available unlighted)

XS S M L XL

Large Scale Communication (print) 1800mm x 2400mm

1 1 1

Large Scale Communication (print) L3600mm x 2400mm

1 1

Content in accordance with current marketing activitiy

X X X X X

Example: Large Scale Communication


B4-R1 Page 42

3.14 Digital Communication Frame

Requirement The Importer/ dealer uses a digital communication frame in correspondence to the MINI Indoor Communication System (ICS) specification, which is placed within the MINI showroom / sales area. The digital communication frame is equipped with the following: Transition period until 31.03.2015*. • frame • directional sound or sound on/off Automatic • player / PC • LED Screen • content: POS.digital The Importer/ dealer ensures electrical power supply for every digital communication frame. The wiring for electrical supply is invisible (e.g. by floor boxes). The transition period for the invisible electrical power supply is until 31.03.2015*. For Importer/ dealers which invested into new tiles corresponding to the MINI CI from 10/2008 to 06/2011the transition period for invisible electrical power supply is until 31.12.2017.

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XS S M L XL

Frame 1** 1** 1 2 2

Directional sound or sound on/off Automatic

X X X X X

Player / PC (tbd.) 1 1 1 2 2

LED Screen, (tbd., 2 sizes) 1 1 1 2 2

Content: POS.digital X X X X X

Importer/ dealer ensures electrical power supply

X X X X X

Example: Digital Communication Frame

*No transition period for new dealers and modernizations **If HUB available additional communication frame is not mandatory.


B4-R1 Page 43

3.15 Removal of old ICS elements

Requirement The Importer/ dealer removes old ICS elements from the MINI Sales area as the following: • MINI brand unit (except for the platform) (Transition period until 31.03.2015*) • seating cushions • color and material sample holder (Transition period until 31.03.2015*) • lifestyle kit (Transition period until 31.03.2015*) • indoor flags • communication frames • holder for rims • brand curtains • small bar (Transition period until 31.03.2015*) • old ceiling frame (incl. lighting) • old MINI reception (Transition period until 31.03.2015*)

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XS S M L XL

Removal of old ICS elements X X X X X

Lifestyle kit

Indoor Flags

Small Bar

Old MINI Reception

Color and material sample holder

Seating Cushions

MINI Brand Unit

*No transition period for new dealers and modernizations

3.16 Sales Consultant Workplace

Requirement The new car sales consultant workplace is located in or directly adjacent to the MINI showroom allowing the sales consultant an unobstructed view into the MINI sales area. The New Car sales consultant workplace furniture is in correspondence to the MINI Indoor Communication System (ICS) specification and specifically comprises: • 1 office table • 1 container from the same furniture range as the table • 1 revolving workstation chair • 2 chairs for visitors • standard PC with 2 monitor ports (HDMI) with standard Monitor or business notebook • software for the standard PC or business notebook: Configurator (SA3), DMS • connection points for electricity, telephone and IT • tablet PC with WLAN and 3G • software for the tablet PC: mobile customer to configure cars on the tablet PC and as input

device for VPP (if available in the market) Additional sales consultants workplaces situated within the MINI sales area have to be equipped accordingly and the furniture is in correspondence to the MINI Indoor Communication System (ICS) specification.

Scaling

Notes • Different scaling of tablet PCs from Importer/ dealer size M on because of the MINI HUB


B4-R1 Page 44

XS S M L XL

Sales Consultant Workplace 1 2 2 3 3

Tablet PC and software 1 2 1 2 3


B4-R1 Page 45

3.17 MINI Lifestyle Kit

Requirement The Importer/ dealer uses the MINI Lifestyle Kit / presentation display. The Importer/ dealer presents MINI accessories and lifestyle products within a dedicated showroom area. The presentation must be of high-quality and easily accessible. As the customer should be encouraged to touch, try on and try out everything, it is important to provide a changing cubicle for the collections.

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XS S M L XL

Mini accessories on showroom cars X X X X X

Mini lifestyle kit X X X X X


B4-R1 Page 46

3.18 Name tags

Requirement The dedicated MINI personnel (sales advisor) in the MINI sales area and in the customer area wears name tags in accordance to MINI CI guidelines.

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XS S M L XL

Name tags X X X X X

Name Tag MINI Name Tag BMW and MINI not allowed


B4-R1 Page 47

3.19 MINI Business Cards

Requirement While advising or negotiating with MINI customers or interested persons the Importer/ dealer's new car sales personnel (sales advisor) uses brand exclusive business cards with the MINI typeface and the 3-dimensional MINI brand symbol, which comply with the MINI Corporate Identity guidelines.

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XS S M L XL

MINI Business Cards X X X X X


B4-R1 Page 48

3.20 Institutional Brand Design

Requirement In the event of brand specific communication for the MINI business the Importer/ dealer uses always the correct layout for brand exclusive letterheads and invoices which comply with the MINI Corporate Identity guidelines. This comprises the usage of the MINI typeface and the 3-dimensional MINI brand symbol.

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XS S M L XL

Institutional Brand Design X X X X X


B4-R1 Page 49

3.21 Sales Literature and Price Lists

Requirement Valid editions of sales literature and valid price lists which are relevant to the current MINI product programs are permanently available and displayed.

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XS S M L XL

Sales Literature and Price Lists X X X X X


B4-R1 Page 50

3.22 Battery Charger for the showroom

Requirement The Importer/ dealer uses a battery charger, according to MINI specifications (e.g. DBL-500) for the showroom cars.

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XS S M L XL

Battery Charger for the showroom X X X X X

Example: Battery Charger DBL-500


B4-R1 Page 51

3.23 Battery Tester for Showroom Cars

Requirement The Importer/ dealer uses a LED battery tester for every showroom car. A solar panel is recommended. The Importer/ dealer ensures the regular battery charging of the showroom cars to avoid depth discharging of the battery by a charging plan and a charging responsible person.

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XS S M L XL

Battery Tester for Showroom Cars X X X X X

RETAIL STANDARDS 2013+ MINI SALES. SECTION 4: CUSTOMER AREA.

B4-R1 Page 52

4.1 Reception Counter

Requirement MINI Reception Counter (for BMW and MINI showroom with shared entrance) The reception counter specifically comprises: • counter with counter top surface • connection points for electricity, telephone and IT • a welcome / information sign on or above the counter. MINI Reception (for MINI exclusive showrooms) In case of and for as long as a MINI brand exclusive showroom the Importer/ dealer uses for the reception counter furniture in correspondence to the MINI Indoor Communication System (ICS).

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XS S M L XL

Reception Counter X X X X X

MINI Reception X Example for BMW and MINI showroom with shared entrance: Option1: MINI Reception Counter (not mandatory) Option 2: Reception could be shared with BMW

MINI Reception counter size 1 and size 2 (both sizes are possible, for MINI exclusive showrooms)


B4-R1 Page 53

4.2 Waiting Area

Requirement In case a MINI HUB is available a further waiting area is not necessary. If a MINI HUB is not available, the waiting area / cafeteria comprises: • at least 3 different types of customer entertainment/ infotainment (TV, newspaper) • free w-lan access • seating for visitors • coffee table • catering for at least hot and cold drinks as a gesture of courtesy • snacks and/or fruits as a gesture of courtesy (optional) • or MINI HUB is available

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XS S M L XL

At least 3 different types of customer entertainment

1 1 1 1 1

Free w-lan access X X X X X

Seating for visitors (No. of seats) 3 3 4 4 4

Coffee table (No. of tables) 1 1 2 2 2

Catering X X X X X

Snacks and/or fruits (optional) opt opt opt opt Opt

MINI HUB available X X X X X


B4-R1 Page 54

4.3 New Car Handover area

Requirement New Car Handover area There is a dedicated (separated or closed) vehicle handover area with gateway possibility inside the building. MINI New Car Handover area In case of and for as long as a MINI brand exclusive handover area is available the Importer/ dealer equips the MINI new car handover area with the following:(Transition period until 31.03.2015, no transition period for new dealers and modernizations). • delivery frame incl. an integrated monitor in correspondence with the MINI Indoor

Communication System (ICS), (optional) • high chairs in correspondence with the MINI Indoor Communication System (ICS), (in case

delivery frame is not available) • high table in correspondence with the MINI Indoor Communication System (ICS), (in case

delivery frame is not available) • walls, ceiling & floor in correspondence with the MINI Corporate Identity. • car cover sheet (optional) • congrat board with personal message to greet the customer (also digital possible) (optional)

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XS S M L XL

New Car Handover area X X X X X

Delivery frame incl. an integrated monitor, (optional)

opt opt opt opt opt

High chairs, (in case delivery frame is not available)

2 2 2 2

High table, (in case delivery frame is not available)

1 1 1 1

Walls, ceiling & floor in correspondence with the MINI Corporate Identity.

X X X X

Car cover sheet (optional) opt opt opt opt opt

Congrat board (also digital possible) (optional)

opt opt opt opt opt


B4-R1 Page 55

4.4 Appearance/ Cleanliness of customer areas

Requirement Appearance/ Cleanliness of customer areas All areas accessible for customers (counters, waiting area, wash rooms, sales areas etc.) have to be clean and well arranged: • regular cleaning of these areas (by external company or internal staff, plan must be available

with cleaning intervals and responsibilities, cleaning is documented) • no visible storage of packages • accurate usage of waste bins • professional justification of cables

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XS S M L XL

Clean customer accessible areas X X X X X

http://www.spain-in-iowa.com/2012/02/simple-living-live-stress-free-through-organization-and-free-printables/


B4-R1 Page 56

4.5 Customer wash rooms

Requirement Customer wash rooms and toilets comply with a premium brand adequate appearance. This contains the following minimum requirements: • air circulation • intensity of Light 200 lx (also in proximity of mirrors of the washrooms) • professional justification of cables.

This is mandatory for new buildings. For existing buildings and modernizations it is strongly recommended. It is strongly recommended that each toilet is in a separate room enclosed by ceiling height walls.

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XS S M L XL

Appearance / Cleanliness of customer areas as required

X X X X X

RETAIL STANDARDS 2013+ MINI SALES. SECTION 5: INFORMATION TECHNOLOGY.

B4-R1 Page 57

5.1 Extranet / Internet / S-Gate / WLAN

Requirement The Importer/ dealer uses the Extranet (S-Gate) with high-speed internet access (recommended ADSL speed). The Importer/ dealer has wireless LAN access available in the whole building. IT Tools The Importer/ dealer uses application software products which are approved by MINI Regional Office or compatible with MINI Regional Office system requirements and are designated for related retail business processes (see list below). Additionally, the Importer/ dealer ensures the usage of current released versions of data and software releases for processing. The Importer/ dealer implements all interfaces (IT-technical and record layouts defined by MINI Regional Office) between the Importer/ dealer and MINI Regional Office. Type of check: Audit

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XS S M L XL

Extranet / Internet / S-Gate / WLAN X X X X X


B4-R1 Page 58

5.2 New Cars - Online Assistant/ Importer/ dealer Planning & Ordering

Requirement The Importer/ dealer uses Online Assistant (within S-Gate) for the access to Importer/ dealer planning and vehicle ordering functions. Type of check: Audit

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XS S M L XL

New Cars - Online Assistant/Importer/ dealer Planning & Ordering

X X X X X


B4-R1 Page 59

5.3 Sales Assistant

Requirement The Importer/ dealer uses the Sales Assistant (or subsequent system) including an interface to the Importer/ dealer Management System (DMS). Type of check: Audit

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XS S M L XL

Sales Assistant X X X X X

OPTIONAL


B4-R1 Page 60

5.4 General Systems (PIX)

Requirement Partner Information Exchange (PIX): The Importer/ dealer accepts PIX data (defined by the Regional Office) and processes the PIX data in the Importer/ dealer Management System (IMS/DMS). MINI Regional Office receives data from the Importer/ dealer via IMS/DMS.

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XS S M L XL

General Systems (PIX) X X X X X


B4-R1 Page 61

5.5 SPOA (Service Package Online Access)

Requirement The Importer/ dealer uses SPOA (Service Package Online Access) for the ordering of late selling Service Packages (Service Packages sold after the car ordering.) Type of check: Audit

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XS S M L XL

SPOA (Service Package Online Access)

X X X X X

OPTIONAL


B4-R1 Page 62

5.6 Learning Management System

Requirement The Importer/ dealer uses the general E-Learning and training booking system (e.g. SIP, WBT, GQS, or subsequent systems).

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XS S M L XL

Learning Management System X X X X X


B4-R1 Page 63

5.7 Importer/ dealer Management System (IMS/DMS)

Requirement The Importer/ dealer uses a IMS/ DMS (Importer/ dealer Management System) recommended by MINI Regional Office. Required interfaces are implemented by the Importer/ dealer.

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XS S M L XL

Importer/ dealer Management System (DMS)

X X X X X

RETAIL STANDARDS 2013+ MINI SALES. SECTION 6: MANAGEMENT.

B4-R1 Page 64

6.1 Business Plan

Requirement The Importer/ dealer prepares an annual business plan not later than the end of December in co-ordination with the MINI Regional Office (market teams, area manager). The planning content is according to MINI Regional Office requirements and specifications. An annual business plan template will be provided by the Regional Office.

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XS S M L XL

Business Plan / Balanced Score Card X X X X X


B4-R1 Page 65

6.2 Interfirm Comparison

Requirement The Importer/ dealer takes part in the Interfirm Comparison / Händlerbetriebsvergleich (IFC / HBV) and needs to upload the Business Management Reports (Contribution I-III, Profit, Balance Sheet, Non Financial, Stock) into IFC System (online) on a quarterly base. The deadline is 4 weeks after the quarter end, the 4th quarter BMR to be delivered not later than March of the following year. Data quality: complete report required

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XS S M L XL

Interfirm Comparison X X X X X


B4-R1 Page 66

6.3 EHS Management System

Requirement The Importer/ dealer runs an environment, health and safety management system and is certified accordingly. This environmental management system shall comply with a generally accepted relevant standard e.g. ISO 14001, BS OHSAS 18001.

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XS S M L XL

EHS Management System X X X X X

OPTIONAL


B4-R1 Page 67

6.4 QMS Certification

Requirement The Importer/ dealer runs a quality management system and is certified accordingly. The certification is not older than three years. This management system complies with generally accepted relevant standards (e.g. ISO 9001).

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XS S M L XL

QMS Certification X X X X X

OPTIONAL


B4-R1 Page 68

6.5 Demonstrator Cars

Requirement The Importer/ dealer ensures the availability of demonstrator cars at his Importer/ dealership. The demonstrator car fleet of the Importer/ dealer differs in model, engine, option and color; The number and mix of required demonstrator cars is defined by the Regional Office/Area Manager according to the BMW Regional Office demonstrator car policy. Regional Office Demonstrator Conditions: Latest model and holding period: Minimum 3 months starting from the registration date and 3.000 km / Maximum 6 months or 12.000 km (whatever comes first).

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XS S M L XL

Demonstrator cars as required X X X X X

Example Demo car template

RETAIL STANDARDS 2013+ MINI SALES. SECTION 7: PERSONNEL / TRAINING.

B4-R1 Page 69

7.1 Personnel Changes

Requirement The Importer/ dealer informs the MINI Regional Office about all personnel changes quoting current function codes or comparable codes (registration and deregistration) within 30 days within the learning management system (e.g. GQS). With regard to internal employment / function changes the Importer/ dealer submits personnel changes latest after 30 days within the learning management system (e.g. GQS).

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XS S M L XL

Personnel Changes informing MINI Regional Office

X X X X X


B4-R1 Page 70

7.2 Sales Personnel

Requirement The required total capacity of certified MINI Sales Advisor depends on the MINI annual planned retail sales volume (APRSV)/ delivery plan, at least 1 certified MINI Sales Advisor.

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XS S M L XL

Sales Advisor as required X X X X X


B4-R1 Page 71

7.3 Development Centre for Managerial Functions

Requirement All existing Sales Managers go through a development centre in order to obtain an individual development plan.

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XS S M L XL

Development centre X X X X X

OPTIONAL


B4-R1 Page 72

7.4 Employee Dialogue + DNI (Development Need Identification)

Requirement '‘Employee Dialogue’ is a discussion between supervisor and employee to evaluate past performance, future potential, development needs and career opportunities. The Importer/ dealer annually conducts an employee dialogue with all employees and documents the development need identification results (DNI) within the personnel files. The DNI contains specific training needs as well as an indication of planned promotions. An anonymized summary of all identified training needs on outlet level delivered to the MINI Regional Office (once a year, tbd. by the Regional Office) .

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XS S M L XL

Employee dialogue X X

OPTIONAL


B4-R1 Page 73

7.5 Initial Training (Phase 1 - 3)

Requirement The key functions General Manager, Sales Manager and Sales Advisor take part in the initial certification training (ICT) of MINI which consists of three phases. Training days are to be defined by the Regional Office but 10 days plus basic product training are the minimum requirement. Phase 1 of ICT: mandatory distance learning within the first 4 weeks after registration as a first preparation and entry requirement for face-to-face training. Phase 2 of ICT: mandatory start-up face-to-face training within the first six months after registration Phase 3 of ICT: mandatory foundation face-to-face within the first 15 months after registration and completed with the respective certification. The certification is in accordance with the standards and functions set by MINI. For all trainings the defined learning path has to be followed.

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XS S M L XL

Initial Training X X X X X


B4-R1 Page 74

7.6 Additional Training / Refresher Training (Focus Training)

Requirement All key functions incl. ICT-participants (General Manager, Sales Manager, Sales Advisor) attend additional training according to the regulation "Focus Training", number of training days to be defined by the Regional Office with the following minimum requirements: Sales Manager / General Manager: •mandatory face-to-face Regional Office-driven training, e.g. Product Launch Training (PLT) (not less than two days) • further individual training courses (not less than three days) Sales Advisor: •mandatory face-to-face Regional Office-driven training, e.g. Product Launch Training (PLT) (not less than two days) • further individual training courses (not less than two days) Newly hired / promoted key functions attend Focus Training with the beginning of the calendar year after ICT certification. However, PLTs have to be attended as soon as they are certified. For all trainings the defined learning path has to be followed.

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XS S M L XL

Additional Training / Refresher Training

X X X X X


B4-R1 Page 75

7.7 A Distance Learning venue

Requirement A distance learning site is available at the Importer/ dealership away from daily business activities – either in a separate room or in an area that can be separated from the remainder of the site and has the corresponding IT requirements (PC, Browser) and audio visual media (screen, TV, DVD player). (IT and audio visual learning hardware is not necessarily at the same location).

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XS S M L XL

Distance Learning venue X X X X X

OPTIONAL


B4-R1 Page 76

7.8 Training Program Transparency for all Employees

Requirement The Importer/ dealer informs all employees about the current MINI training program (e.g. notice on the bill board or other communication channels). GQS access for all employees is not necessary.

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XS S M L XL

Training Program Transparency for all Employees

X X X X X

OPTIONAL


B4-R1 Page 77

7.9 Financing, Leasing, Consultation

Requirement There is a dedicated Finance & Insurance Manager. For smaller Importer/ dealers a dedicated Finance & Insurance function is recommended.

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XS S M L XL

Dedicated Finance & Insurance Manager

X

OPTIONAL

RETAIL STANDARDS 2013+ MINI SALES. SECTION 8: CUSTOMER PROCESSES.

B4-R1 Page 78

8.1 Customer Welcome

Requirement Customers at the Importer/ dealership are actively welcomed after entering the Importer/ dealership (by name if possible). The welcoming Importer/ dealer employee passes on the customer to the respective person or area. Type of check: Mystery Shopping

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XS S M L XL

Customer Welcome X X X X X

OPTIONAL


B4-R1 Page 79

8.2 Product Information / Expertise

Requirement Interested customers are provided with a detailed product information for relevant products and product features up on request of the customer. Type of check: Mystery Shopping

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XS S M L XL

Product Information / Expertise X X X X X

OPTIONAL


B4-R1 Page 80

8.3 Product Presentation

Requirement All sales persons conduct a systematic and customer needs oriented product presentation containing the following: • presenting the customer target model (or similar vehicle) • showing and explaining the exterior (i.e. design, lines, lamps etc.) • inviting the customer to sit in the front seats • showing and explaining the interior and demonstrating functional variety (i.e. navigation

system, technical USPs differentiating from competitors) as well as showing and explaining the trunk.

Type of check: Mystery Shopping

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XS S M L XL

Product Presentation as required X X X X X

OPTIONAL


B4-R1 Page 81

8.4 Test Drive Offer

Requirement The Importer/ dealer actively encourages to every prospective customer a test drive after the need analysis and before signing contract. Type of check: Mystery Shopping

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XS S M L XL

Test Drive Offer X X X X X

OPTIONAL


B4-R1 Page 82

8.5 Test Drive Preparation

Requirement For the handover to the prospect / customer the test drive vehicles are clean inside and outside and without any personal belongings. Technical features/ options available in the test drive vehicle are prepared for the usage of the prospect / customer during test drive (e.g. test drive routes saved in the navigation system). The preparation of the test drive vehicle can be done by another person than the sales person.

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XS S M L XL

Test Drive Preparation X X X X X


B4-R1 Page 83

8.6 Test Drive Procedure

Requirement The Importer/ dealer fulfils the following test drive procedure requirements: •The test drive is conducted within a week latest or according to prospect / customer wish. •The test drive is conducted with a vehicle that matches best with the series/engine combination the customer is interested in. (If the Importer/ dealer does not have the matching combination available he has to use all possible sources in order to find a matching product (e.g. local or regional test drive pool or the test drive centre or other Importer/ dealers). •The test drive is conducted with an explanation of the basic features, equipment, controls to the customer before test drive. •If the test drive is accompanied, selected features must be explained and demonstrated during a test drive (e.g. iPad App, connected drive) if actively requested during need analysis This can be done by another person than the sales person. Right after the test drive a sales person is available for the prospect / customer. In case the test drive is conducted by a test drive centre the test drive procedure is not within the Importer/ dealer's responsibility except for the test drive booking. Type of check: Mystery Shopping

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XS S M L XL

Test Drive Procedure as required X X X X X

OPTIONAL


B4-R1 Page 84

8.7 Test Drive Booking System

Requirement The Importer/ dealer uses an electronical booking system for the test drive vehicles (e.g. within DMS, ISPA, excel-sheets). In case of the usage of test drive centers, local and regional test drive pools the Importer/ dealer uses the respective booking system.

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XS S M L XL

Test Drive Booking System X X X X X


B4-R1 Page 85

8.8 Follow-up on Test Drives

Requirement The Importer/ dealer makes a first attempt to contact the prospect / customer within 48 hours (two working days) after the test drive. The Importer/ dealer successfully contacts the prospect / customer face-to face or by telephone within five working days after the test drive.

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XS S M L XL

Follow-up on Test Drives X X X X X


B4-R1 Page 86

8.9 Documentation of Test Drives and Follow-ups

Requirement All test drives and the follow-ups of the test drive are documented in the customer contact history within the Importer/ dealer CRM system.

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XS S M L XL

Documentation of Test Drives and Follow-ups

X X X X X


B4-R1 Page 87

8.10 Follow-up on Offers

Requirement After submitting an offer to the customer the Importer/ dealer makes a first attempt to contact the prospect / customer within 48 hours (two working days). The Importer/ dealer successfully contacts the prospect / customer face-to face or by telephone within five working days after submitting the offer to the customer. Type of check: Mystery Shopping

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XS S M L XL

Follow-up on Offers X X X X X

OPTIONAL


B4-R1 Page 88

8.11 Documentation of Offers and Follow-up of Offers

Requirement All offers and the follow-ups of the offers are documented in the customer contact history within the Importer/ dealer CRM system.

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XS S M L XL

Documentation of Offers and Follow-up of Offers

X X X X X


B4-R1 Page 89

8.12 Trade-in Offer

Requirement The Importer/ dealer offers customers the creation on a trade-in offer for the current customer car.

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XS S M L XL

Trade-in Offer X X X X X

OPTIONAL


B4-R1 Page 90

8.13 Sales Contract Compliance

Requirement The layout of the MINI sales contract complies with MINI Regional Office specifications, in particular its content regarding assumptions of warranty complies with the Importer/ dealer agreement 6.3.

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XS S M L XL

Sales Contract Compliance X X X X X


B4-R1 Page 91

8.14 Pre Delivery Communication

Requirement The Importer/ dealer conducts a systematic and regular customer communication between sales closure and delivery (frequency tbd. by Regional Office, at least one contact until delivery)

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XS S M L XL

Pre Delivery Communication X X X X X

OPTIONAL


B4-R1 Page 92

8.15 Handover Procedure/ Special Treat

Requirement The Importer/ dealer ensures a premium handover procedure with a special treat of the customer. The handover procedure contains at least the following: •perfect vehicle preparation check by the delivery person •entering home address of customer into the navigation system (if applicable) •offer of explanation / showing the features as well as the operation of the car •explanation of the warranty terms •special treat of the customer containing at least the following requirement:

• handing over a personalized gift • (e.g. flowers, champagne, M&L Products, handover picture) and • covering the car (optional)

•each customer gets the personal attention of the sales person during the delivery in at least one of the delivery steps (confirming the delivery date, signing the contract, greeting, carrying out the delivery, saying good-bye)

Type of check: Mystery Shopping/Audit

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XS S M L XL

Handover Procedure/ Special Treat X X X X X


B4-R1 Page 93

8.16 Service Contact Introduction

Requirement The Importer/ dealership ensures that during delivery every customer is introduced to his future service contact (personally, by business card, service brochure or other type of media).

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Service Contact Introduction X X X X X


B4-R1 Page 94

8.17 Post Delivery Contact

Requirement The Importer/ dealer contacts all customers within 10 days of delivery (post-delivery call) ideally by the sales person (or at least by sales team).

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Post Delivery Contact X X X X X


B4-R1 Page 95

8.18 Complaint Response

Requirement The Importer/ dealer responds to customer complaints within 48 hours (two working days). The response contains a proper customer information as well as next steps to be taken.

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Complaint Response X X X X X


B4-R1 Page 96

8.19 Complaint Management

Requirement The Importer/ dealer manages and documents all customer complaints - from the first inquiry of the customer until the complaint is solved - in the customer contact history within the retail CRM.

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Complaints Management X X X X X


B4-R1 Page 97

8.20 Customer Care until Repurchase

Requirement The Importer/ dealer ensures that all customers are contacted six months after sales and six months before repurchase date.

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XS S M L XL

Customer Care until Repurchase X X X X X

Purchase Repurchase

Loyalty Loyalty / Win Back

Contact Customer

Contact Customer


B4-R1 Page 98

8.21 Customer and Prospect Care Management

Requirement The Importer/ dealer has a customer and prospect care program with at least two contacts per year: • one compulsory contact by the sales person / on behalf of the sales person • one active Importer/ dealer communication (e.g. Importer/ dealer magazine, newsletter,

invitation for events). All contacts are documented in the customer contact history within the Importer/ dealer CRM system.

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XS S M L XL

Customer and Prospect Care Management

X X X X X


B4-R1 Page 99

8.22 CRM - Lead Management

Requirement The Importer/ dealer ensures that all inquiries from customers e.g. by email, voicemail or sms are responded to within 48 hours (two working days). That means in particular that the Importer/ dealer portal or DMS interface provided by MINI Regional Office is in permanent use. All leads provided by the MINI Regional Office to be followed up by the Importer/ dealer within 48 hours (two working days). The minimum level of lead follow up must be 90%.

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CRM - Lead Management as required

X X X X X

Answer inquiries within 48 hours


B4-R1 Page 100

8.23 Retail CRM System

Requirement The Importer/ dealer has implemented a retail CRM system (typically within IMS/DMS) which is the leading system for all customer data, the customer contact history and customer contact planning in the Importer/ dealership.

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Retail CRM System X X X X X


B4-R1 Page 101

8.24 CRM - Qualified Address Stock

Requirement The quality of all Importer/ dealer's customer and prospect addresses comply with the address quality criteria defined by MINI Regional Office.

Scaling

Notes • Criteria for qualified addresses (quality criteria and fulfillment criteria) to be defined by the Regional Office.

• e.g. fulfillment criteria: a) For each delivery plan unit, at least 10 qualified addresses (according to the QMA minimum standard), are required. That means for 100 delivery plan units at least 1000 qualified addresses. b) 80% of all customer and prospect addresses of the Importer/ dealer are qualified

E.g. address quality criteria of QMA: • Name of Sales Consultant Customer Data: • Surname, First Name • Sex • Address • Telephone/mobile number • email • Status (Prospect, Customer) Car Data: • Current Model • Date of Replacement or Mileage of current car • Data of interest car Contact Results: • Next date for contact

XS S M L XL

CRM - Qualified Address Stock X X X X X


B4-R1 Page 102

8.25 Importer/ dealer Address Stock

Requirement All qualified customer and prospect addresses are allocated to a sales person within the Importer/ dealership.

Scaling

XS S M L XL

Importer/ dealer Address Stock X X X X X


B4-R1 Page 103

8.26 Customer Promises / 5-Star Rating

Requirement Customer Promises / 5-Star Rating The Importer/ dealer takes part in the Customer promises program and 5-Star-Rating incl. the follow-up of customer ratings/complaints. General Note for Customer Contacting by the Importer/ dealer The Importer/ dealer ensures that only customers are contacted which gave their consent for contacting, where legally necessary.

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XS S M L XL

Customer Promises / 5-Star Rating X X X X X

RETAIL STANDARDS 2013+ MINI SALES. SECTION 9: MARKETING.

B4-R1 Page 104

9.1 Marketing Planning

Requirement The Importer/ dealer draws up an annual marketing plan by the right time, at latest December of the previous year. The Marketing Plan format is according to MINI Regional Office specifications. The marketing plan shows all year activities respecting the relevant mix of events, print, digital and online media activities, and comprises the planned marketing measures and the corresponding targets, budgets and months of implementation. Marketing Responsible A person responsible for marketing planning must be defined and notified to MINI Regional Office. Starting from Importer/ dealer size XL a dedicated marketing person for MINI only is required.

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XS S M L XL

Marketing Planning as required X X X X X


B4-R1 Page 105

9.2 Events

Requirement The Importer/ dealer conducts at least one launch event for every launch (e.g. VIP event, public or other target group events). In addition to this, the Importer/ dealer conducts at least one event per year covering further product/technology or seasonal related topics. The Importer/ dealer documents all events e.g. by photographs, letters, ads.

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XS S M L XL

Events as required X X X X X


B4-R1 Page 106

9.3 POS Communication

Requirement The Importer/ dealer orders the material provided for launches (Point of Sale (POS) Launch Kit) and other material for further product/technology or seasonal related topics in time and implements this in accordance with MINI Regional Office specifications.

Scaling

XS S M L XL

POS Communication X X X X X


B4-R1 Page 107

9.4 Early Test Drive Events

Requirement The Importer/ dealer conducts at least one active drive event off the Importer/ dealer premises (e.g. road shows) per year to gain prospect customers (currently not in a purchase decision process) and to generate leads.

Scaling

XS S M L XL

Early Test Drive Events as required X X X X


B4-R1 Page 108

9.5 Online Media

Requirement The Importer/ dealer uses the MINI Regional Office Internet CI Kit or MINI Online CI for the format of the MINI Internet appearance and is connected to the MINI Regional Office (e.g. MINI.de). The layout of brand exclusive Internet pages, online media and social network appearance and the usage of the MINI Corporate Identity Elements (MINI Brand symbol and MINI typeface) comply with the MINI Corporate Identity requirements. An internet domain and an e-mail address are brand specific (in accordance with MINI Regional Office specifications).

Scaling

XS S M L XL

Online Media X X X X X


B4-R1 Page 109

9.6 POS Media Update/ Responsibility

Requirement A Importer/ dealer POS content management tool is in place at the Importer/ dealer ship. A dedicated function for the daily supervising of all POS and showroom communication (at least in auxiliary function) must be defined and notified to MINI Regional Office. This person is trained on the Importer/ dealer POS content management system and ensures that all business areas and communication channels are fully fletched with the respective POS media content and actively in use.

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XS S M L XL

POS Media Update/ Responsibility X X X X X


B4-R1 Page 110

9.7 Digital Content Management

Requirement The Importer/ dealer ensures that only the most actual content is shown on all digital devices. Type of check: Audit

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XS S M L XL

Digital Content-management X X X X X


B4-R1 Page 111

1 Argumenter - Major Changes and Reason Why.



RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 1: SERVICE REPAIRER BUILDING.

B4-R1 Page 112

1.1 Building and workshop Consultation (incl. Sustainability / Green Building Advisory)

Requirement MINI offers a building and equipment consultancy. The MINI building and equipment consultancy, based on the MINI Building and Equipment Process, is mandatory for newly planned buildings and workshop, modernizations of workshops (interior and exterior) and for reinstallation of brand-specific equipment of the showroom. The agreed planning is to be implemented.

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XS S M L XL

Building and workshop Consultation

X X X X X

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 1: SERVICE REPAIRER BUILDING.

B4-R1 Page 113

1.2 Outside Facilities

Requirement The Importer/ authorized repairer ensures the following elements for the outside facilities: • a clear signage for traffic circulation areas outside (signage in correspondence to the MINI

Outdoor Communication System (OCS) specification is recommended) • a clear signage for indoor and/or outdoor parking spots (signage in correspondence to the MINI

Outdoor Communication System (OCS) specification is recommended) • a visual and/or physical and/or spatial separation between customer and workshop areas is

strongly recommended • a separated area for waste collection incl. screen to prevent customer view

Scaling

XS S M L XL

Outside facilities X X X X X

Examples for visual / physical separation

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 2: OUTSIDE AREA AND OUTDOOR COMMUNICATION SYSTEM (OCS).

B4-R1 Page 114

2.1 Pylon MINI Service

Requirement The pylon is in correspondence to the MINI Outdoor Communication System (OCS) specification. The pylon shows the title "MINI Service Importer/ authorized repairer". The integration of further brand elements on the pylon is subject to the prior confirmation by MINI. Outdated versions of the MINI Outdoor Communication System (a prior version of pylon) are to be removed and not to be used any longer. If BMW Service is offered on the same site an additional exclusive BMW Service Pylon is required. Service pylon located clearly visible in front of the building (eg. close to street).

Scaling

XS S M L XL

Pylon MINI Service 1 1 1 1 1

Example for service only outlet


B4-R1 Page 115

2.2 Outdoor Flags / Flagpoles MINI Service

Requirement There is at least 1 flagpole with a flag showing the title "MINI Service". If more than 1 flagpole is erected in a row or in a group, they are set equidistant from one to another with a maximum deviation of +/-15 cm. The flagpoles should be spotlighted from below (1 ground spot per flagpole providing direct illumination) if possible. If fully fledged (ff) a MINI Service Flag is required.

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XS S M L XL

Outdoor Flags / Flagpoles MINI Service

1 1 1 1 1


B4-R1 Page 116

2.3 Façade Banner MINI Service

Requirement The module "MINI Service" and the module of the Importer/ authorized repairer name are displayed on the bearing structure in correspondence to the MINI OCS specifications. Outdated versions of the MINI OCS Facade Banner are to be removed and not to be used any longer. Old facade banners (e.g. backyard or outhouse) are to be removed. The module "MINI Service" and the module of the Importer/ authorized repairer name should be well-positioned at the entrance if possible. Note: If Sales and Service are offered on the same site, a separate Service OCS is not required.

Scaling

XS S M L XL

Façade Banner MINI Service 1 1 1 1 1


B4-R1 Page 117

2.4 Entrance Sign

Requirement Directly at the entrance to the Importer/ authorized repairer (outside or inside) is at least one separate entrance sign. Depending on the architectural conditions the entrance sign can be free standing, wall or side-wall mounted. Specifically, this comprises the following: • width 1000 mm, minimum height 666 mm • black background with white letters (e.g. sign "Entrance" according to MINI OCS specification) • name • title "MINI Service - Importer/ authorized repairer" • address (optional) • e-mail and internet address (optional) • telephone and fax numbers • opening times • if inside: clearly visible and legible from the outside The integration of further brands on the sign is subject to the prior confirmation by MINI. The address, e-mail and internet address, telephone and fax numbers and opening times can alternatively be declared on a separate sign, but in a brand-neutral way.

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XS S M L XL

Entrance Sign 1 1 1 1 1


B4-R1 Page 118

2.5 Product Listing Sign

Requirement Directly at the entrance to the Importer/ authorized repairer (outside or inside) there is at least one separate sign listing of all products offered. Depending on the architectural conditions the offer sign can be free standing, wall or side-wall mounted. Specifically, this comprises the following: • width 1000 mm, minimum height 666 mm • black background with white letters (e.g. sign "Offer" in accordance with MINI OCS

specification) • list of products (e.g. MINI Service, MINI Parts etc.) • if inside: clearly visible and legible from the outside The integration of further brands on the sign is subject to the prior confirmation by MINI.

If Sales and Service are offered on the same site, a separate Service OCS is not required.

If shared entrance with BMW, only one product sign necessary.

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XS S M L XL

Product Listing Sign 1 1 1 1 1


B4-R1 Page 119

2.6 Parking Spots or alternatively Customer Parking Management Process

Requirement The Importer/ authorized repairer ensures • parking spots for its customers and/or • provides an effective customer parking management process and/or • provides a customer shuttle management process.

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XS S M L XL

Parking Spots X X X X X


B4-R1 Page 120

2.7 Parking Spots

Requirement Parking Spots The parking spots should be paved and/or tarred. The service parking spots should be marked and indicated with numbers or letters. General Note for Elements according to MINI OCS specifications MINI Service specific elements of the Outdoor Communication System (OCS) shall also be used by MINI Dealers as far as they perform MINI Service. For MINI dealers selling new MINI Automobiles and performing MINI Service in one integrative location a MINI Service Pylon is not mandatory in addition to the MINI Dealer Pylon. Like MINI Service Workshops, MINI Dealers shall only use the MINI Service CI at locations and separate parts of a business premise where only MINI Service is performed.

Scaling

XS S M L XL

Parking Spots X X X X X Paved

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 3: SALES AREA.

B4-R1 Page 121

3.1 Floor Surfaces

Requirement The floor surface for the MINI Service area is black, anthracite or dark grey tiles. Transition period until 31.03.2015 (for alternatives). Exception only for old grey tiles: Transition period for dealers which invested into grey tiles (former CI colour) from 10/2008 to 06/2011: grey tiles allowed until 31.12.2017. The following floor surface alternatives for the sales area are permitted: • beige tiles Possible alternatives: • carpet: anthracite • cast plaster floor: grey • hard concrete: polyurethane (PU) sealed • granite or marble slabs: grey • tiles: white • carpet: natural stone • plastic floor (PVC) with nubs: black or grey

Scaling

XS S M L XL

Floor Surfaces X X X X X

Carpet anthracite

Marble slabs grey Tiles Grey Tiles White Granite slabs Grey

Cast plaster floor grey

Carpet Natural stone

Plastic floor (PVC) with nubs Black or grey

Hard concrete: polyurethane (PU) sealed

Alternative floor surface


B4-R1 Page 122

3.2 Walls

Requirement Walls in the sales area are coloured white and/or grey or black. Glass walls are also permitted.

Scaling

XS S M L XL

Walls X X X X X

Covered Painted

Glass wall

Colours: White, grey or matt black


B4-R1 Page 123

3.3 Sales Literature and Price Lists

Requirement Valid editions of sales literature relevant to the current Genuine MINI Parts program and to the MINI Regional Office requirements are permanently available and displayed. Valid price lists are strongly recommended.

Scaling

XS S M L XL

Sales Literature and Price Lists X X X X X

Accessories Catalogue R50/R52/R53

Accessories Catalogue R55/R56


B4-R1 Page 124

3.4 Institutional Brand Design

Requirement In the event of brand specific communication for MINI business the Importer/ authorized repairer uses the correct layout for brand exclusive letterheads and invoices which complies with the MINI CI guidelines. This comprises the usage of the MINI typeface.

Scaling

XS S M L XL

Institutional Brand Design X X X X X

No other brands are displayed as part of the corporate image of MINI Service.


B4-R1 Page 125

3.5 Presentation Genuine MINI Parts

Requirement The MINI ICS Shop System for Genuine MINI Parts ensures a brand adequate product presentation. At least the following elements of the MINI ICS Shop System are used: • 1 display, freestanding or wall mounted with presentation panels and equipment. • additional elements of outdated version of the MINI ICS Shop system shall be removed or

replaced by elements of the current MINI ICS shop system

Scaling

XS S M L XL

Presentation Genuine MINI Parts X X X X X


B4-R1 Page 126

3.6 Price Label

Requirement The Importer/ authorized repairer labels each Genuine MINI Part on display with an appropriate price tag. The specifications and CI templates for price labeling have to be fulfilled and used.

Scaling

XS S M L XL

Price Label X X X X X

Example: Magnetic Price Tag Holder

Example: Price display A5

Example: Tire Presenter

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 4: CUSTOMER AREA.

B4-R1 Page 127

4.1 Reception / Info Counter

Requirement The reception / info counter specifically comprises: • closed counter front with counter top surface • connection points for electricity, telephone and IT • a welcome / information sign on or above the counter.

Scaling

XS S M L XL

Reception / Info Counter X X X X X

Example: Service and parts counter, size 1 + size 2


B4-R1 Page 128

4.2 Waiting Area / Cafeteria

Requirement The waiting area / cafeteria specifically comprises: • catering for at least hot and cold drinks as a gesture of courtesy (no plastic cups) • at least 1 table • at least seating for 3 visitors. • at least 3 different types of customer entertainment/ infotainment (according to MINI Regional

Office specifications) • free WLAN access for customers

Scaling

XS S M L XL

Waiting Area / Cafeteria X X X X X


B4-R1 Page 129

4.3 Name Tags

Requirement The dedicated MINI personnel within the service area and the customer area wears name tags in accordance to MINI Regional Office specifications.

Scaling

XS S M L XL

Name Tags X X X X X


B4-R1 Page 130

4.4 Business Cards

Requirement While advising MINI customers or interested persons the Importer/ authorized repairer's dedicated MINI personnel uses MINI business cards complying with the MINI Corporate Identity.

Scaling

XS S M L XL

Business Cards X X X X X


B4-R1 Page 131

4.5 Cell phone Connectivity

Requirement The Importer/ authorized repairer provides coverage of cell phone connectivity within all buildings (customer area, etc.) as well as on the compound for all customers.

Scaling

XS S M L XL

Cell phone Connectivity X X X X X


B4-R1 Page 132

4.6 Parts Sales Counter

Requirement The Parts Sales Counter specifically comprises: • connection points for electricity, telephone and IT • a sign for the sales of parts on or above the counter. • MINI KeyReader • desk with chairs for the parts consultant and the customer to discuss complex topics (i.e.

Navigation System; Auxiliary heating or trailer hitch). (optional)

Notice: Can be shared with BMW.

Scaling

XS S M L XL

Part Sales Counter X X X X X

Connection Points X X X X X

Sign for Sales X X X X X

KeyReader 1 1 1 1 1

Desk with Chairs (optional) X X X


B4-R1 Page 133

4.7 Parts Sales Area 4th level

Requirement There is a separate area for 4th level parts sales. This area is equipped with the following: • a counter (or table (2m x 1 m) and two chairs) • telephone and computer • sign "Sales Area 4th Level" is recommended

Scaling

XS S M L XL

Separate area for level 4 parts sales X X

Counter (or table and 2 chairs) X X

Telephone and Computer X X

Sign „Sales Area 4th Level“ X X

OPTIONAL


B4-R1 Page 134

4.8 Work bay for service consultation at the car

Requirement There is a dedicated work bay with a lift for service consultation at the car with the customer. The room / area is equipped with marketing material (e.g. poster, new/ used parts wall) and a computer.

Scaling

XS S M L XL

Work bay for service consultation at the car

X X X X X


B4-R1 Page 135

4.9 Dress Code

Requirement The dedicated MINI personnel of the Importer/ authorized repairer (e.g. service advisor, technicians) wear clothes according to the MINI guidelines. For further details go to ASAP under the PI: A_018_06_04

Scaling

XS S M L XL

Dress Code X X X X X

Examples for service advisor

Examples for service technician (MINI Service Exclusive)


B4-R1 Page 136

4.10 Appearance / Cleanliness of customer areas

Requirement All areas accessible for customers (counters, waiting area, wash rooms, sales areas etc.) has to be clean and well arranged: • regular cleaning of these areas (by external company or internal staff, plan must be available

with cleaning intervals and responsibilities, cleaning is documented) • no visible storage of packages • accurate usage of waste bins, • professional justification of cables, • no usage of infamous posters/ pictures.

Scaling

XS S M L XL

Appearance / Cleanliness of customer areas

X X X X X

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 5: WORKSHOP INTERIOR FITTING.

B4-R1 Page 137

5.1 Flooring

Requirement The flooring material is tiles. Concrete and industrial cast plaster floor are also permitted. The colours for the floor are grey or red, grey is recommended.

Scaling

XS S M L XL

Flooring X X X X X

Tiles

Cast plaster floor

Concrete

Colours: Grey is recommended


B4-R1 Page 138

5.2 Walls

Requirement The walls in the workshop are painted, tiled or covered with a washable layer. The wall colours are white, beige, light grey or made of glass. Matt black (partially or for the whole wall) is also accepted.

Scaling

XS S M L XL

Walls X X X X X

Colours: White, beige or light grey

Painted

Covered

Tiles


B4-R1 Page 139

5.3 Lighting

Requirement The intensity of light in the workshop area is in accordance with legal requirements or at least 500 (800 Lux is recommended) (measured at a height of 1,5 m ).

Scaling

XS S M L XL

Lighting X X X X X


B4-R1 Page 140

5.4 Appearance / Cleanliness

Requirement The workshop has to be clean and well arranged to be able to be shown to customer leaving the impression of a well managed and efficient workshop: • regular cleaning of these areas (by external company or internal staff, plan must be available

with cleaning intervals and responsibilities, cleaning is documented) • no storage of used parts and parts in the workshop • dispose of any liquids from the floor (e.g. oil, cooling liquid etc.), • accurate usage of waste bins, • professional justification of cables, • no usage of infamous posters/ pictures.

Scaling

XS S M L XL

Appearance / Cleanliness X X X X X

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 6: WORK BAYS, ROOMS AND EQUIPMENT IN THE WORKSHOP.

B4-R1 Page 141

6.1 Service Advisor Workplace

Requirement The number of service advisor workplaces is dependent on the actual MINI capacity of mechanical work bays (see "MINI Size Scaling"). The service advisor workplace is according to MINI ICS specifications. Specifically, the service advisor workplace comprises at least: • one office table or counter • one container from the same furniture set as the table • one revolving office chair Within the service area there is at least one MINI Service communication element (brand curtain hanger or wall mounted element) installed.

Scaling

XS S M L XL

Service advisor workplaces 1 2 3 4 5

One office table or counter 1 2 3 4 5

One container (same furniture) 1 2 3 4 5

One revolving office chair 1 2 3 4 5

Two visitor chairs 1 2 3 4 5

One standard PC 1 2 3 4 5

Connections electricity supply, telephone, IT 1 2 3 4 5

One MINI key reader 1 2 3 4 5

One mini communication element X X X X X


B4-R1 Page 142

6.2 Mechanical Work Bays

Requirement The MINI capacity of mechanical workbays is at least three mechanical workbays that are specifically equipped for the following services: 1. Repair Workbay for heavy mechanical works (e.g. change of engine or gearbox, wheel bearings, shock absorbers and axles, simple welding on body parts). 2. Service and Maintenance Workbay for service and maintenance (e.g. change of oil, oil filters, brake pads and exhaust mufflers), while-you-wait service as well as official technical checks. 3. Calibration / Electronics Workbay for calibration, precise measuring and adjustment of suspension as well as works on electric and electronic (wiring, change of processing units, diagnosis, flashing) with lift. Longer software programming (up to 6h) must be possible without affecting the remaining workflow.

Scaling

XS S M L XL

Target floor space is at least 3.8 m x 7.0 m

X X X X X

Car Lift with official licence, sufficient upstroke (at least 1.8 m) and loading capacity (at least 2.5 tons, one lift 3 tons) according to WEP (workshop equipment planning)

3-4 5-8 9-12 13-16 17-20

Mechanical Work Bays X X X X X

Car lift


B4-R1 Page 143

6.3 Exhaust Extraction System

Requirement Exhaust extraction system with adapter according to MINI prescriptions (within WEP); may be shared between two work bays.

Scaling

XS S M L XL

Exhaust Extraction System 2 3/4 5/6 7/8 9/10

Exhaust Extracting System


B4-R1 Page 144

6.4 Basic Tool Kit

Requirement One basic tool kit for mechanical repair with tool carrier per mechanical work bay / unit (incl. Torx tool kit).

Scaling

XS S M L XL

Basic Tool Kit 3-4 5-8 9-12 13-16 17-20

Basic tool kit

Tool Carrier


B4-R1 Page 145

6.5 Torque Wrench Set

Requirement One torque wrench set.

Scaling

XS S M L XL

Torque Wrench Set 1 1/2/3 3 3/4 5/6


B4-R1 Page 146

6.6 Power supply

Requirement Sufficient power supply (230/400V, energy dispenser for two work bays permissible)

Scaling

XS S M L XL

Power supply 2 3/4 5/6 7/8 9/10

Power supply head for voltage and compressed-air supply


B4-R1 Page 147

6.7 Pressurised Air Supply

Requirement Sufficient pressurized air supply (energy dispenser for two work bays permissible).

Scaling

XS S M L XL

Pressurise Air Supply 2 3/4 5/6 7/8 9/10

Power supply head for voltage and compressed-air supply


B4-R1 Page 148

6.8 IT connection Points

Requirement Two IT connection points per work bay according to MINI specifications. Work bays for work on electrical and electronic systems require at least three IT connections points according to MINI specifications.

Scaling

XS S M L XL

Two IT connection Points per work bay

6-8 10-16 18-24 26-32 34-40

work bays for work on electrical and electronic systems at least three IT connections points

X X X X X

IT-Connection points (example)


B4-R1 Page 149

6.9 PC Access

Requirement PC access from every work bay for PUMA Cases, Flashing vehicles, Parts clearing, Warranty documentation etc.

Scaling

XS S M L XL

PC Access 1 2 3 4 5

OPTIONAL


B4-R1 Page 150

6.10 Software Package for Service Advisory

Requirement For each service advisor workplace: Access to the software package for service advisory (e.g. ISPA)

Scaling

XS S M L XL

Software Package for Service Advisory

1 2 3 4 5


B4-R1 Page 151

6.11 Service Information Display

Requirement For maximum two mechanical work bays that are supposed to be used for calibration and electronics services: One service information display (e.g. ISID).

Scaling

XS S M L XL

Service Information Display 1-2 2 3 3-4 4


B4-R1 Page 152

6.12 Vehicle Interface

Requirement For maximum two mechanical work bays that are supposed to be used for calibration and electronics services: One vehicle interface (e.g. ICOM)

Scaling

XS S M L XL

Vehicle Interface 2 2-3 4 4-5 5-6


B4-R1 Page 153

6.13 Software for Calibration and Electronics Diagnosis

Requirement For maximum two mechanical work bays that are supposed to be used for calibration and electronics services: Access to the software for calibration and electronics diagnosis (e.g. ISTA)

Scaling

XS S M L XL

Software for Calibration and Electronics Diagnosis

1-2 2 3 3-4 4


B4-R1 Page 154

6.14 Radio Access Module

Requirement For each workshop at least: one radio access module (e.g. IRAM).

Scaling

XS S M L XL

Radio Access Module 1 1 1 1 1-2

OPTIONAL


B4-R1 Page 155

6.15 Workshop Server

Requirement For each workshop at least: One workshop server (e.g. ISIS incl. ISPS, Gigabit switch and uninterruptible power supply).

Scaling

XS S M L XL

Workshop Service 1 1 1 1 1


B4-R1 Page 156

6.16 Measurement System

Requirement For each workshop at least: One measurement system (e.g. IMIB)

Scaling

XS S M L XL

Measurement System 1 1 1 1 1-2


B4-R1 Page 157

6.17 Network Printer

Requirement For each workshop at least: One standard network printer

Scaling

XS S M L XL

Network Printer 1 1 1 1 1


B4-R1 Page 158

6.18 Internet Connection

Requirement For each workshop at least: One internet connection with min. 4096 Kbit/s Downstream and 512 Kbit/s Upstream (per workshop server)

Scaling

XS S M L XL

Internet Connection 1 1 1 1 1

OPTIONAL


B4-R1 Page 159

6.19 Standard PC

Requirement For each workshop at least: One standard PC (workshop PC)

Scaling

XS S M L XL

Standard PC 1 1 1 1 1


B4-R1 Page 160

6.20 Active DHCP server

Requirement For each workshop at least: One active DHCP server connected to each workshop network

Scaling

XS S M L XL

Active DHCP server 1 1 1 1 1


B4-R1 Page 161

6.21 Ethernet Connection Speed

Requirement General: Devices such as ISIDs, ICOMs, IMIBs must be connected with Ethernet (min. 100 Mbit/s, RJ45) to the workshop network. Devices such as ISSSs, ISPS, ISAPs must be connected with Ethernet (min. 1 Gbit/s, RJ45) to the workshop network.

Scaling

XS S M L XL

Ethernet Connection Speed X X X X X


B4-R1 Page 162

6.22 Updates of Service Systems

Requirement New data and system updates have to be installed on the Service System of the Importer/ authorized repairer immediately after receiving them, the latest the following weekend.

Scaling

Notes • Detailed recommendations of the MINI Service System at the Importer/ authorized repairer are described in the ISPI planning guide (e.g. hardware, software, installation rules, network configuration, connection with MINI). The ISPI Planning Guide will be updated through a defined process (e.g. in case of new tools or software applications).

XS S M L XL

Updates of Service Systems X X X X X


B4-R1 Page 163

6.23 Balancing Machine

Requirement Balancing machine with MINI clamping tool package, according to MINI specification.

Scaling

XS S M L XL

Balancing machine as required 1 1 1 1 1

Balancing machine


B4-R1 Page 164

6.24 Tyre Fitting Machine

Requirement Tyre fitting machine, qualified for run flat and ultra high performance tyre, according to MINI specification

Scaling

XS S M L XL

Tyre fitting machine as required 1 1 1 1 1

Tyre fitting machine


B4-R1 Page 165

6.25 Transmission Lifter

Requirement Transmission lifter.

Scaling

XS S M L XL

Transmission lifter 1 1 1 1 1

Transmission lifter


B4-R1 Page 166

6.26 Wheel Mounting Lift

Requirement Wheel mounting lift (for assembling at the car).

Scaling

XS S M L XL

Wheel mounting lift 1 1 1 1 1

OPTIONAL


B4-R1 Page 167

6.27 Hydraulic Crane

Requirement Hydraulic crane according to MINI specification

Scaling

XS S M L XL

Hydraulic crane as required 1 1 1 1 1

Hydraulic crane


B4-R1 Page 168

6.28 Fuel Extractor

Requirement Fuel extractor unit (petrol/diesel) with extraction tubes according to MINI specification.

Scaling

XS S M L XL

Fuel extractor unit 1 1 1 1 1

Fuel extractor unit (petrol/diesel)


B4-R1 Page 169

6.29 Air Condition Service Unit

Requirement Air condition service and changing unit according to MINI specification

Scaling

XS S M L XL

Air condition service and changing unit

1 1 1 1 1

Air conditioning service and changing unit


B4-R1 Page 170

6.30 Brake Fluid Changing Unit

Requirement Brake fluid changing unit.

Scaling

XS S M L XL

Brake fluid changing unit. 1 1 1/2 2/3 3/4

Brake fluid changing unit


B4-R1 Page 171

6.31 Stand Press

Requirement Stand press.

Scaling

XS S M L XL

Stand press 1 1 1 1 1

Stand press


B4-R1 Page 172

6.32 Brake Test Stand

Requirement Brake test stand according to MINI specification.

Scaling

XS S M L XL

Brake test stand 0 1 1 1 1

Brake test stand


B4-R1 Page 173

6.33 Exhaust Testing Unit

Requirement Exhaust testing unit with exhaust emission set

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XS S M L XL

Exhaust testing unit 1 1 1 1 1

Exhaust testing unit with exhaust emission set


B4-R1 Page 174

6.34 Headlight Tuning Unit

Requirement Headlight tuning unit.

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XS S M L XL

Headlight tuning unit 1 1 1 1 1/2

Headlight tuning unit


B4-R1 Page 175

6.35 Kinematic Diagnostics System

Requirement Kinematic Diagnostics System for wheel alignment according to MINI specification, that includes the components: • wheel alignment device • lift with running rail for wheel alignment • precision tourn plates • quick-action clamps

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XS S M L XL

Kinematic Diagnostics System … 0 1 1 1 1 Kinematic Diagnostics System for wheel alignment


B4-R1 Page 176

6.36 Battery Charge Computer

Requirement Battery charge computer according to MINI specification.

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XS S M L XL

Battery charge computer 1 1/2 3 3/4 4/5

Battery charge computer


B4-R1 Page 177

6.37 Battery Tester

Requirement Battery tester.

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XS S M L XL

Battery tester 1 1 1 1 1/2

Battery tester


B4-R1 Page 178

6.38 Assembly Trestle

Requirement Assembly trestle for engine and gearbox with model specific adapter.

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XS S M L XL

Assembly trestle … 1 1 1 1 1

Assembly trestle for engine and gearbox


B4-R1 Page 179

6.39 Oil Supply / Disposal

Requirement Oil supply / disposal for new and used oils.

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XS S M L XL

Oil supply / disposal 1 1 1 1 1

Waist oil disposal units.

Oil collection drum


B4-R1 Page 180

6.40 Mobile Elevating Platform

Requirement Mobile elevating platform according to MINI specification.

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XS S M L XL

Mobile elevating platform 1 1


B4-R1 Page 181

6.41 Special Tools and Test Cables

Requirement A basic level of MINI specific Special Tools and test cables is in the workshop. The Importer/ authorized repairer uses all new MINI specific Special Tools and test cables for new models of the MINI product program. For each new product launch the minimum set of special tools is to be replenished. There is a chest or board to store the MINI Special Tools and test cables properly.

Scaling

XS S M L XL

Basic level of MINI specific Special Tools and test cables

X X X X X

New MINI specific Special Tools and test cables are used

X X X X X

Chest or board to store 1 1 1 1 1


B4-R1 Page 182

6.42 Multi Purpose Bay

Requirement The workshop area has a separate room or area for soil intensive and wet intensive work, equipped with the following: • water supply and waste water treatment • compressed-air supply • grid (or drain channel) • steam cleaner or automatic car wash. Note: MINI recommends to locate the multi-purpose work bay in a separate room. However, it is sufficient that the workshop has a sufficiently separated area where works involving dirt and humidity, especially cleaning activities can be performed without adversely affecting the use of the other workbays by dirt or humidity.

Scaling

XS S M L XL

Multi Purpose Bay X X X X X

Water supply and waste treatment X X X X X

Compressed-air supply X X X X X

Grid (or drain channel) X X X X X

Steam cleaner or automatic car wash

X X X X X


B4-R1 Page 183

6.43 Mechanical Repair Ancillary Rooms

Requirement There is one room or separate area for keeping power units / drive trains and ancillaries with a target floor space of 49m². There is one room or area for oil with a target floor space of 2.50 m x 3.0 m or collecting floor area in dependence with the biggest stored volume. Barrier in openings.

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XS S M L XL

Mechanical Repair Ancillary Rooms X X X X X

Mechanical Repair Ancillary Rooms

Oil Storage Room


B4-R1 Page 184

6.44 Info Centre

Requirement The local centralised location comprises at least the following technical information and communication media: • access to the software package for service advisory (e.g. ISPA) • access to the software for calibration and electronics diagnosis (e.g. ISTA) • electronic Parts Catalogue (EPC) • extranet / Internet / S-Gate • telephone A combination with Office Master Mechanics is permitted.

Scaling

XS S M L XL

Access to software package for service advisory X X X X X

Access to the software for calibration and electronics diagnostics

X X X X X

Electronic parts catalogue X X X X X

Extranet/Internet/S-Gate X X X X X

Telephone X X X X X

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 7: WAREHOUSE AREA.

B4-R1 Page 185

7.1 General

Requirement The warehouse for fast-moving parts is physically connected to the workshop and parts sales. The MINI floor plan capacity of the entire parts warehouse depends on the actual MINI capacity of mechanical work bays. The floor plan capacity of the entire parts warehouse is 20 sqm per work bay (for conventional racking). (Minimum 60 sqm /more than 400 sqm is not required). The warehouse size indicated is understood as purely storing space (including aisles and handling space). Multi-tier installation is permitted. Movable racks and automatic, so-called carousel, systems with equivalent capacity (specifications according to MINI building standards and planning principles, if applicable) are permitted.

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XS S M L XL

General as required X X X X X


B4-R1 Page 186

7.2 Storage Management and Inventory Control

Requirement The Importer/ authorized repairer uses an IT-supported warehouse management system that is compatible with MINI systems interface requirements (e.g. recommended by MINI Regional Office). The system facilitates the compilation of necessary key figures.

Scaling

XS S M L XL

Storage Management and Inventory Control

X X X X X


B4-R1 Page 187

7.3 Racking System

Requirement Body parts, glass, special parts have to be stored in a way, that damage is prevented and parts quality ensured. The racking system provides the flexibility of adaptations (dividers, level etc.), colour is light grey. In case of a re-set-up or new set-up of the warehouse the Importer/ authorized repairer uses a warehouse consultancy from the MINI Regional Office.

Scaling

XS S M L XL

Racking System X X X X X

OPTIONAL


B4-R1 Page 188

7.4 Dedicated Customer Racks

Requirement The Importer/ authorized repairer has dedicated racks for customer ordered items (e.g. 4th level, workshop and counter customers) with sufficient space.

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XS S M L XL

Dedicated Customer Racks X X X X X

OPTIONAL


B4-R1 Page 189

7.5 Area for inbound/ outbound activities

Requirement Within the warehouse area the Importer/ authorized repairer has a dedicated area for inbound / outbound activities with adequate space: • preparation area 20 sqm • night delivery zone 10 sqm.

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XS S M L XL

Area for inbound/ outbound activities

X X X X X

OPTIONAL


B4-R1 Page 190

7.6 Lighting

Requirement The light intensity is at least 200 Lux at a height of 1.50 m in the aisles.

Scaling

XS S M L XL

Lighting X X X X X


B4-R1 Page 191

7.7 Connections

Requirement At least one warehouse management working place is equipped with the following: • Personal Computer connection • W-lan or Ethernet connection • telephone • printer access • fax access A warehouse management workplace outside of the warehouse is also permitted.

Scaling

XS S M L XL

Connections as required X X X X X


B4-R1 Page 192

7.8 Shelving: Aisles

Requirement At least 1 main aisle is at least 1.25 m wide. A deviation of -10 cm is permitted. Secondary / connecting aisles (through the shelves) are at least 0.85 m wide. A deviation of -5 cm is permitted.

Scaling

XS S M L XL

Shelving: Aisles X X X X X

Parts Sales Counter

Workshop Counter

Main Aisle 1.15 m

Secondary Aisle 0.85 m

Transit ways 0.90m


B4-R1 Page 193

7.9 Full Location Principle

Requirement The full location principle / system is installed in the racking system of the warehouse: • every stored part number has an assigned explicit location. • the warehouse is divided into areas • the aisles and racks are labeled with location numbers.

Scaling

XS S M L XL

Full Location Principle X X X X X

OPTIONAL


B4-R1 Page 194

7.10 Old Parts Recycling

Requirement The Authorized Repairer disposes its service waste, i.e. MINI old parts, used operating fluids and parts-related packaging waste, via the MINI system and via recommended recycling partners. The Importer/ Importer/ authorized repairer complies with the local statutory recycling specifications.

Scaling

XS S M L XL

Old Parts Recycling X X X X X

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 8: INFORMATION TECHNOLOGY.

B4-R1 Page 195

8.1 Extranet / Internet / S-Gate

Requirement Extranet/Internet/S-Gate The Importer/ authorized repairer uses the Extranet (S-Gate) with high-speed internet access (recommended ADSL speed). The Importer/ authorized repairer has wireless LAN access available in the whole building. IT Tools The Importer/ authorized repairer uses MINI application software products, which are approved and released by MINI Regional Office and are designated for related service business processes (Detailed recommendations of the MINI Service System at the Importer/ authorized repairer are described in the ISPI operation handbook ). Additionally, the Importer/ authorized repairer ensures the usage of recent released version of data and application releases within the defined actualization time frame (Detailed recommendations at the Importer/ authorized repairer are described in the ISPI operation handbook Servolution). The Importer/ authorized repairer implements all interfaces (IT-technical and record layouts defined by MINI Regional Office) between the Importer/ authorized repairer and MINI Regional Office.

Scaling

XS S M L XL

Extranet / Internet / S-Gate X X X X X

IT Tools X X X X X

WLAN access X X X X X


B4-R1 Page 196

8.2 KSD

Requirement KSD provides data about labour and amount of assigned FRUs for every repair details as well as defect codes for the warranty claims and inspection sheets and service repair packages. The Importer/ authorized repairer uses always the current version.

Scaling

XS S M L XL

KSD X X X X X


B4-R1 Page 197

8.3 Learning Management System

Requirement The Importer/ authorized repairer uses the general E-Learning and training booking system (e.g. SIP, WBT, GQS, or subsequent systems).

Scaling

XS S M L XL

Learning Management System X X X X X


B4-R1 Page 198

8.4 Warranty Claim System

Requirement The Importer/ authorized repairer uses the warranty system of MINI. Type of check: Audit

Scaling

XS S M L XL

Warranty Claim System X X X X X


B4-R1 Page 199

8.5 Parts ATLAS (Atlas Importer/ authorized repairer Frontend)

Requirement The Importer/ authorized repairer uses the market available frontends for parts order processing, availability information and parts return processes (RTK). Type of check: Audit

Scaling

XS S M L XL

Parts ATLAS (Atlas Importer/ authorized repairer Frontend)

X X X X X


B4-R1 Page 200

8.6 Parts EPC

Requirement The Importer/ authorized repairer uses the Electronic Parts Catalogue (EPC) with a bi-directional Interface to IMS/DMS. Type of check: Audit

Scaling

XS S M L XL

Parts EPC X X X X X


B4-R1 Page 201

8.7 Parts Sales Support (PaSS)

Requirement The Importer/ authorized repairer uses Parts Sales Support (PaSS) for parts sales 4th level.

Scaling

XS S M L XL

Parts Sales Support (PaSS) X X X X X

OPTIONAL


B4-R1 Page 202

8.8 General Systems (PIX)

Requirement Partner Information Exchange (PIX and/or other Regional Office compatible systems): The Importer/ authorized repairer accepts PIX data (defined by the Regional Office) and processes the PIX data in the Workshop Management System (WMS). MINI Regional Office receives data from the WMS of the Importer/ authorized repairer.

Scaling

XS S M L XL

General Systems (PIX) X X X X X


B4-R1 Page 203

8.9 Parts: ASAP

Requirement The Importer/ authorized repairer uses the Aftersales Assistance Portal (ASAP). ASAP contains the following functions: • WEB-ETK • installation instructions • safety data sheets • product information • technical parts support • nominal exhaust-gas data • information

Scaling

XS S M L XL

Parts: ASAP X X X X X


B4-R1 Page 204

8.10 Importer/Dealer Management System (IMS/DMS)

Requirement The Importer/ authorized repairer uses a IMS/ DMS (Importer/ Dealer Management System) recommended by MINI Regional Office. Required interfaces are implemented by the Importer/ Importer/ authorized repairer Type of check: Audit

Scaling

XS S M L XL

Importer/Dealer Management System (IMS/DMS)

X X X X X

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 9: MANAGEMENT.

B4-R1 Page 205

9.1 Business Plan

Requirement The Importer/ authorized repairer prepares an annual business plan not later than the end of December in co-ordination with the MINI Regional Office (market teams, area manager). The planning content is according to MINI Regional Office requirements and specifications. An annual business plan template will be provided by the Regional Office.

Scaling

XS S M L XL

Business Plan X X X X X


B4-R1 Page 206

9.2 Interfirm Comparison

Requirement The Importer/ Importer/ authorized repairer takes part in the Interfirm Comparison / Händlerbetriebsvergleich (IFC / HBV) and needs to upload the Business Management Reports (Contribution I-III, Profit, Balance Sheet, Non Financial, Stock) into IFC System (online) on a quarterly base. The deadline is 4 weeks after the quarter end, the 4th quarter BMR to be delivered not later than March of the following year. Data quality: complete report required

Scaling

XS S M L XL

Interfirm Comparison X X X X X


B4-R1 Page 207

9.3 Service Report

Requirement The Importer/ authorized repairer participates in the Service and Parts Report. The reporting interval is monthly, the agreed content defined by COBIS, the file format and data structure and data quality (defined by the Regional Office) are adhered to.

Scaling

XS S M L XL

Service Report X X X X X


B4-R1 Page 208

9.4 Certification

Requirement The Importer/ authorized repairer runs an environment, health and safety management system and is certified accordingly. This environmental management system shall comply with a generally accepted relevant standard e.g. ISO 14001, BS OHSAS 18001.

Scaling

XS S M L XL

Certification X X X X X

OPTIONAL

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 10: PERSONNEL / TRAINING.

B4-R1 Page 209

10.1 Personnel Changes

Requirement The Importer/ authorized repairer informs MINI Regional Office about all personnel changes quoting current function codes or comparable codes (registration and deregistration) within 30 working days within the learning management system (e.g. GQS). With regard to internal employment / function changes the Importer/ authorized repairer submits personnel changes latest after 30 working days within the learning management system (e.g. GQS).

Scaling

XS S M L XL

Personnel Changes X X X X X


B4-R1 Page 210

10.2 Service Personnel

Requirement The service personnel of the Importer/ authorized repairer includes at least three trained and / or certified Service persons. All key functions can be shared with other BMW Group brands. But there must be at least one dedicated key function for MINI only. The service personnel comprises at least the following functions (as listed below):

Scaling

XS S M L XL

Aftersales Manager X X

Service Manager X X X X

Workshop Manager X X X X X

Service Assistant X X X X

Service Advisor X X X X X

ISPI Administrator X X X X X

Technician / Senior Technician / Master Technician

X X X X X

Parts Manager X X X X X

Sales Consultant for Parts X X X X

Each service person of the Importer/ authorized repairer does not have more than three functions.

X X X X X


B4-R1 Page 211

10.2 Service Personnel

Requirement Possible further functions: • 4th level Parts sales consultant • Wheel and Tyre Manager • Accessories Sales Consultant

Scaling

XS S M L XL

4th level Parts sales consultant X X X

Wheel and Tyre Manager X X X

Accessories Sales Consultant X X X


B4-R1 Page 212

10.3 Development Centre for Managerial Functions

Requirement All existing Aftersales Manager, Service Manager and Parts Manager go through a development centre in order to obtain an individual development plan.

Scaling

XS S M L XL

Development Centre for Managerial Functions

X X X X X

OPTIONAL


B4-R1 Page 213

10.4 Employee Dialogue + DNI (Development Need Identification)

Requirement ‘Employee Dialogue’ is a discussion between supervisor and employee to evaluate past performance, future potential, development needs and career opportunities. The Importer/ authorized repairer annually conducts an employee dialogue with all employees and documents the development need identification results (DNI) within the personnel files. The DNI contains specific training needs as well as an indication of planned promotions. An anonymised summary of all identified training needs on outlet level delivered to the MINI Regional Office (once a year, tbd. by the Regional Office).

Scaling

XS S M L XL

Employee Dialogue + DNI X X

OPTIONAL


B4-R1 Page 214

10.5 Initial Training (Phase 1 - 3)

Requirement The key functions General Manager, Aftersales Manager (if no Aftersales Manager then Service Manager or Parts Manager) and Service Advisor take part in the initial certification training (ICT) of MINI which consists of three phases. Training days are to be defined by the Regional Office but 10 days plus basic product training are the minimum requirement. Phase 1 of ICT: mandatory distance learning within the first 4 weeks after registration as a first preparation and entry requirement for face-to-face training. Phase 2 of ICT: mandatory start-up face-to-face training within the first six months after registration. Phase 3 of ICT: mandatory foundation face-to-face within the first 15 months after registration and completed with the respective certification. The certification is in accordance with the standards and functions set by MINI. The key functions are certified. For all trainings the defined learning path has to be followed. The key functions Service Manager, Parts Manager and Technical Staff (e.g. Technician / Senior Technician / Master Technician) take part in the initial certification training for that position according to the Regional Office Specification. For all trainings the defined learning path has to be followed.

Scaling

XS S M L XL

Initial Training X X X X X


B4-R1 Page 215

10.6 Additional Training / Refresher Training (Focus Training)

Requirement The key functions incl. ICT-participants (General Manager, Aftersales Manager and Service Advisor) attend additional training according to the regulation "Focus Training": Aftersales Manager (if no Aftersales Manager then Service Manager or Parts Manager): •mandatory face-to-face Regional Office-driven training, product technology courses (not less than two days) •further individual training courses (not less than three days) Service Advisor: •mandatory face-to-face Regional Office-driven training, e.g. product technology courses (not less than two days) •further individual training courses (not less than two days) Newly hired / promoted key functions attend Focus Training with the beginning of the calendar year after ICT certification. However, PLTs have to be attended as soon as they are certified. The service personnel (as listed below) attends mandatory face-to-face product technology courses and further service training courses as well as courses covering the general E-learning (e.g. SIP, WBT, GQS) per function according to the regulation "Focus Training". • Workshop Manager •Technician •Senior Technician •Master Technician •Parts Sales Consultant

further functions can be defined by the Regional Office. For all trainings the defined learning path has to be followed.

Scaling

XS S M L XL

Additional Training / Refresher Training

X X X X X


B4-R1 Page 216

10.7 Distance Learning

Requirement A Distance Learning Site is available at the Importer/ authorized repairer away from daily business activities – either in a separate room or in an area that can be separated from the remainder of the site and has the corresponding IT requirements (PC, Browser) and audio visual media (screen, TV, DVD player). (IT and audio visual learning hardware is not necessarily at the same location).

Scaling

XS S M L XL

Distance Learning X X X X X

OPTIONAL


B4-R1 Page 217

10.8 Transparency for all employees over Training program

Requirement The Importer/ authorized repairer informs all employees about the current MINI Training program (e.g. notice on the bill board or other communication channels). GQS access for all employees is not necessary.

Scaling

XS S M L XL

Transparency for all employees over Training program

X X X X X

OPTIONAL


B4-R1 Page 218

10.9 ISPI Administrator

Requirement The ISPI Administrator must be trained (5 days training).

Scaling

XS S M L XL

ISPI Administrator X X X X X

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 11: CUSTOMER PROCESSES.

B4-R1 Page 219

11.1 Contact

Requirement The Importer/ authorized repairer offers one of the following alternative approach for appointment scheduling besides telephone and personal: •Internet •SMS

Scaling

XS S M L XL

Contact X X X X X

OPTIONAL


B4-R1 Page 220

11.2 Tele Service Lead Management

Requirement Incoming TeleServices leads/ calls must be handled within max. 48 hours. Type of check: Audit

Scaling

XS S M L XL

Tele Service Lead Management X X X X X


B4-R1 Page 221

11.3 Appointment Reminder

Requirement The Importer/ authorized repairer offers the customer an appointment reminder either by personal call/ dialogue, sms, phone call or e-mail before the planned appointment. Type of check: Mystery Shopping

Scaling

XS S M L XL

Appointment Reminder X X X X X

OPTIONAL


B4-R1 Page 222

11.4 Vehicle drop off

Requirement The Importer/ authorized repairer offers the following alternatives for vehicle service drop off • open personal drop off 24/7 • drop off / pick up service.

Scaling

XS S M L XL

Vehicle drop off X X X X X

OPTIONAL


B4-R1 Page 223

11.5 Update of Customer and Vehicle Information

Requirement The Importer/ authorized repairer updates all customer and vehicle information during appointment scheduling. In addition the Importer/ authorized repairer identifies open issues from previous visits.

Scaling

XS S M L XL

Update of Customer and Vehicle Information

X X X X X


B4-R1 Page 224

11.6 Offering Service Consultation at the Car

Requirement The authorized repairer offers service customers a service consultation at the car. Type of check: Mystery Shopping

Scaling

XS S M L XL

Offering Service Consultation at the Car

X X X X X

OPTIONAL


B4-R1 Page 225

11.7 Outstanding Technical Actions

Requirement The Importer/ authorized repairer checks every service appointment for outstanding technical campaign during appointment scheduling, appointment preparation and service consultation.

Scaling

XS S M L XL

Outstanding Technical Actions X X X X X


B4-R1 Page 226

11.8 Customer Welcome

Requirement Customers at the Importer/ authorized repairer are actively welcomed after entering the Importer/ authorized repairer (by name if possible). The welcoming authorized employee passes on the customer to the respective person or area. Type of check: Mystery Shopping

Scaling

XS S M L XL

Customer Welcome X X X X X

OPTIONAL


B4-R1 Page 227

11.9 Cost Estimation and Completion Deadline

Requirement The Importer/ authorized repairer provides every customer with a cost estimation due to his wish (upper limit is sufficient) and a completion deadline. For drop-off customers the cost estimation and completion deadline can be sent via sms or email. A cost estimation is not mandatory for full-leasing customers, BSI customers and fleet vehicles, but they are also provided with a completion deadline. Type of check: Mystery Shopping

Scaling

XS S M L XL

Cost Estimation and Completion Deadline

X X X X X

OPTIONAL


B4-R1 Page 228

11.10 Offer of Additional Service Packages and E/E functionalities

Requirement The service advisor actively offers additional service packages (e.g. BSI) and E/E functionalities to the customer during the sales conversation. Type of check: Mystery Shopping

Scaling

XS S M L XL

Offer of Additional Service Packages and E/E functionalities

X X X X X

OPTIONAL


B4-R1 Page 229

11.11 Customer Mobility

Requirement The Importer/ authorized repairer offers every customer a mobility alternative (e.g. rental, shuttle service, loaner car, taxi, train ticket) with at least one alternative for mobility. Type of check: Mystery Shopping

Scaling

XS S M L XL

Customer Mobility X X X X X

OPTIONAL


B4-R1 Page 230

11.12 Care of waiting customers

Requirement The service repairer offers a value time to every customer in case of waiting at the Importer/ authorized repairer. 'Value time offers' are e.g. demo drive, business lounge, vouchers, concierge services, process information displays etc. Type of check: Mystery Shopping

Scaling

XS S M L XL

Care of waiting customers X X X X X

OPTIONAL


B4-R1 Page 231

11.13 Completion Reminder

Requirement The Importer/ authorized repairer offers every customer a completion reminder either by sms, phone call or e-mail. Type of check: Mystery Shopping

Scaling

XS S M L XL

Completion Reminder X X X X X

OPTIONAL


B4-R1 Page 232

11.14 Qualified Workshop Order

Requirement The Importer/ authorized repairer ensure that the job order comprises the following details: •original wording of the customer visibly for the workshop. •converted customer’s problem description into a qualified workshop order description (to be verified with the customer) •specification of required changes in case of electronic changes •completion Date •customer's signature (in case of drop off telephone note by Service Advisor)

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XS S M L XL

Qualified Workshop Order X X X X X


B4-R1 Page 233

11.15 Final Technical Check

Requirement The Importer/ authorized repairer carries out a final technical check containing the following: •check of work performed (incl. considering the customer's request description) •check the completeness of work. The final technical check is documented by a checklist with time and date of the check as well as the signature of the responsible person.

Scaling

XS S M L XL

Final Technical Check X X X X X


B4-R1 Page 234

11.16 Repeat Repair

Requirement The Importer/ authorized repairer highlights repeat repair cases along the whole service process (e.g. by stamp on job card, usage of dedicated (coloured) folders, dedicated mirror hanger, dedicated magnetic guide number on the roof of the car). The Importer/ authorized repairer documents the reasons for repeat visits. (optional)

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XS S M L XL

Highlighting Repeat Repair X X X X X

Documenting reasons for repeat repairs (optional)

X X X X X


B4-R1 Page 235

11.17 Customer Contact during Service

Requirement The Importer/ authorized repairer contacts (via personnel contact, sms or email) all customers (leaving their vehicle for more than one day in the workshop) at least once between dropping off and getting back their car (in order to confirm or to pro-actively inform about delays and changes). Type of check: Mystery Shopping

Scaling

XS S M L XL

Customer Contact during Service X X X X X

OPTIONAL


B4-R1 Page 236

11.18 Hand-over Time

Requirement The Importer/ authorized repairer keeps the agreed hand-over time. Any delay is communicated to the customer immediately/at least more than 1 hour before the original appointed time. This is not applicable for fast lane customers. Type of check: Mystery Shopping

Scaling

XS S M L XL

Hand-over Time X X X X X

OPTIONAL


B4-R1 Page 237

11.19 Invoice Explanation

Requirement The Importer/ authorized repairer proactively offers all customer the explanation of the invoice. If the invoice is explained to the customer, the explanation must include both completed and outstanding work (e.g. safety related work not authorized by the customer). Invoice explanation has to be done by the person who specified the customer order or at least an equivalent party and technically competent person. Type of check: Mystery Shopping

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XS S M L XL

Invoice Explanation X X X X X

OPTIONAL


B4-R1 Page 238

11.20 Invoice

Requirement The invoice complies with the MINI CI and comprises vehicle data (e.g. vehicle ident. no., mileage, service date, name of Service Advisor). In addition to this, the invoice is drawn up according to the MINI Job System (summary of work items and of the corresponding parts as well as generating of sub-totals).

Scaling

XS S M L XL

Invoice X X X X X


B4-R1 Page 239

11.21 Post Service Contact

Requirement The Importer/ authorized repairer contacts all customers within three working days after vehicle return. Scope of “all customers” equals the definition of KR-evo samples.

Scaling

XS S M L XL

Post Service Contact X X X X X


B4-R1 Page 240

11.22 Complaint Response

Requirement The Importer/ authorized repairer responds to customer complaints / issues or problems noted by the customer within 48 hours (two work days). The response contains a proper customer information as well as next steps to be taken.

Scaling

XS S M L XL

Complaint Response X X X X X

OPTIONAL


B4-R1 Page 241

11.23 Complaint Management

Requirement The Importer/ authorized repairer manages and documents all customer complaints - from the first inquiry of the customer until the complaint is solved - in the customer contact history within the retail CRM system.

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XS S M L XL

Complaint Management X X X X X


B4-R1 Page 242

11.24 Consultation Parts / Accessories and M&L

Requirement During parts consultation possibilities for cross-selling are being checked.

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XS S M L XL

Consultation parts / accessories and M&L

X X X X X

OPTIONAL


B4-R1 Page 243

11.25 Customer Promises / 5-Star Rating

Requirement The Importer/ authorized repairer takes part in the customer promises program and 5-Star-Rating incl. the follow-up of customer ratings/complaints.

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XS S M L XL

Customer Promises / 5-Star Rating X X X X X

RETAIL STANDARDS 2013+ MINI SERVICE. SECTION 12: MARKETING / CUSTOMER RELATIONSHIP MANAGEMENT (CRM).

B4-R1 Page 244

12.1 Marketing Planning

Requirement The Importer/ Importer/ authorized repairer draws up an annual Marketing plan by the right time defined by MINI Regional Office, at latest finalized and signed by December of the previous year. The Marketing Plan format is according to the template provided by the MINI Regional Office. The Marketing Plan comprises the planned marketing measures and the corresponding targets, budgets and months of implementation.

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XS S M L XL

Marketing Planning X X X X X


B4-R1 Page 245

12.2 Communication

Requirement The Importer/ authorized repairer orders in time the Point of Sale (POS) material for at least two annual After Sales activities (Basic Kit) and implements these in accordance with MINI Regional Office specifications.

Scaling

XS S M L XL

Communication X X X X X


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12.3 MINI Customer Care Function

Requirement The Importer/ authorized repairer provides a dedicated function who takes care of customer related issues for MINI.

Scaling

XS S M L XL

X X X

OPTIONAL


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12.4 Internet

Requirement The Importer/ authorized repairer uses the MINI Internet or MINI Service Online CI for the format of the MINI Service Internet appearance. The layout of brand exclusive Internet pages, online media and social network appearance and the usage of the MINI Corporate Identity Elements (MINI Service word mark, MINI typeface) comply with the MINI Corporate Identity requirements as communicated by the Regional Office. An internet domain and an e-mail address are brand specific (in accordance with MINI Regional Office specifications). The service team is presented by relevant contact information (phone number, email-address) on the Importer/ authorized repairer's Website.

Scaling

XS S M L XL

Internet X X X X X

Contact information X X X X X

Documents

VISUALS MINI RETAIL STANDARDS 2013+ B4...VISUALS MINI RETAIL STANDARDS 2013+ B4-R1 1 B4-R1, January 2014 RETAIL STANDARDS 2013+ – REFERENCE HANDBOOK. TABLE OF CONTENT. B4-R1 Page