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					Management Standards – After Sales




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                            Management Standards – After Sales
                               Frequently Asked Questions
                                      April 1, 2010

1. What is the difference between the “After Sales” Standards listed under the
   “Customer Care Standards” area and those listed as a Management Standard?
      The Customer Care Standards are items that can directly impact the customer’s
       perception of their experience when doing business with the Dealership.
      The After Sales Management Standards are functional business practices designed
       to ensure process consistency throughout the Dealer franchise network.
      The After Sales Management Standards may only indirectly effect a customer’s
       perception of the Dealership experience.
2. Where can we find the specific requirements to the Standards that reference
   Chrysler Group LLC “Guidelines”?
      Guidelines and specific requirements are available on DealerCONNECT under the
       Standards tab. (DealerCONNECT>My Dealership>Standards>After Sales Management
       Standards Details)




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                        Management Standards – After Sales
                           Frequently Asked Questions
                                  April 1, 2010
3. How will the After Sales Standards be validated at the Dealer Level?
      Standards will be validated through corporate systems, In-Dealership Assessment,
       or Process Review by a third party assessment or Mystery Shop.
4. What if a Dealer does not have the opportunity to meet a certain standard such as
   a CPS Hot Alert?
      Should the dealer not receive a CPS “Hot Alert” the Standard will not be scored.
5. Does a Dealer have to meet all of the After Sales Standards in order to participate
   in Mopar Rewards or Incentive programs?
      The Mopar Rewards Program or other Mopar incentives are independent of the
       Dealer Standards program however certain standards may be used to qualify to
       participate in these programs. The specific requirements will be conveyed in the
       specific individual program rules.
6. The criteria for validation in After Sales Standard MA 1.1 requires that an Oil
   Change be completed in less than 45 minutes, are what are the requirements for
   time punching to verify this requirement?
      There are no specific Time Stamp requirements for documentation on a repair
       order. If a dealer can substantiate that they have an Express Service Process and
       meet the oil change duration requirement they will meet the Express Service
       portion of the Standard. The assessor will review whatever evidence that the dealer
       has that can confirm that they do meet the requirement. Having the time
       documented on the Repair Order would be one method, but not the only method to
       validate that a customer can get through the process in less than 45 minutes. You
       may be able to show the assessor that you meet the "Time In and Time Out"
       requirement by using your business system or some other method. We are looking
       for the end result, not necessarily the process on how you get there.
      This requirement should not be confused with Warranty Time Punching
       requirements that measures the time a Technician spends on a repair.
7. Is a Dealer required to use only Chrysler Service Marketing, Prospecting and
   Reminder programs?
       No, dealers are free to use any system or vendor programs that can be
        demonstrated to be an effective Customer Retention tool.
8. After Sales Standard MA3.4 reads “Dealer has one (1) wiTECH compliant
   StarMOBILE or VCI Pod Device for every four (4) technicians in the service area”,
   what if my Dealership operates with more than one shift?
      The standard as written as written is based on the number of Technicians
       registered in Chrysler Academy. In the case of having at least two shifts, the
       devises should be available separately to each individual shift. We will develop a
       method to measure the ratio based on the "technicians available" during each work
       shift. Please report these situations to the Dealer Standards eMail address
       Dealerstandards@chrysler.com



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                       Management Standards – After Sales
                          Frequently Asked Questions
                                 April 1, 2010


9. What resources are available to assist my dealership in implementing some of
   the processes referenced in the Dealer Standards program?
     There are numerous reference materials available through the “Chrysler Academy”
      website and are contained within the “Resources” section. Our goal is to link the
      Dealer Standards Performance and the Resource section of Chrysler Academy
      together to make it easy to search for information.




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                       Management Standards – After Sales
                          Frequently Asked Questions
                                 April 1, 2010
10. Where can I find my dealership’s actual scores for meeting the guidelines for the
    Mopar Parts related Standards?
     The individual dealership performance metrics for the Parts related standards can
      be found in two areas within DealerCONNECT.
     ARO Compliance metrics are located under the Parts tab in DealerCONNECT
      under the Reports Tab within the Order Parts, Automatic Replenishment Order
      section. (DealerCONNECT>Parts>Order Parts>Automatic Replenishment
      Order>Reports)




     Parts Off The Self Fill (OSF) metrics are located under the Parts tab in
      DealerCONNECT under the Reports Tab within the Order Parts, Automatic
      Replenishment Order section. (DealerCONNECT>Parts>Reports>Performance
      Reports> Critical Measures)




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                         Management Standards – After Sales
                            Frequently Asked Questions
                                   April 1, 2010
11. Why does the Parts Loyalty information located on the Dealer Score card reflect
    data from the month of “February” while the “Dealer Standards Performance
    Report” reflects something different?
       The Dealer Score Card information on DealerCONNECT is not updated until
         approximately 15 days after the end of the month, while the data in the Dealer
         Standards Performance report is pulled from the source immediately at month’s
         end. The delay with the Score Card is necessary to ensure all of the data is
         available to populate the score card.
12. How is the Customer Care Standard CCA2.1 for assigning work to an
    appropriately trained technician measured?
      This is measured using the Dealers TASC score for warranty work assign to an
       appropriately trained technician. Dealer's TASC score reflects that less than 20% of
       warranty repairs are assigned to technicians that are not trained in the appropriate
       skill area (DealerCONNECT / Service / Fixed First Visit (FFV) / Dealer TASC) )
      The TASC report you see on DelaerCONNECT reflects the percentage of work that
       is NOT assigned to a qualified technician and the Standard as written at launch is
       based off of the percentage of work that IS assigned to a qualified technician. In
       the example below, the dealer reflects that 12.63% of repairs are NOT being
       assigned to a qualified technician. This means that 87.37% of repairs ARE
       assigned to a qualified technician. In this case, the Dealership meets the minimum
       requirements for the Standard (above 80%). Our plans are to re-word the Standard
       to align more closely with the TASC report.




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                         Management Standards – After Sales
                            Frequently Asked Questions
                                   April 1, 2010


13. The After Sales Standards MA 5.2 states Dealer must contact CPS customers
    within one (1) Business Day of receipt and resolve Hot Alerts within three (3)
    Business Days. Are we to contact EVERY CPS customer or only those that are in
    the detractor classification? I understand the alerts contact criteria, but not clear
    on “must contact CPS customers within one (1) day”
      The standard is being revised to read "Dealer must resolve Customer Promoter
       Score(CPS) Hot Alerts within 48 hours of receipt". To clarify the issue, there is no
       requirement to contact all CPS customers at this time.
14. The criteria for validation in After Sales Standard MA5.3 States “Dealer must
    adhere to all requirements of the Warranty Policy and Procedures Manual as
    measured by meeting Dealer Self Authorization (DSA) or Super Dealer Self
    Authorization (SDSA) program requirements”. Can you explain how the DSA
    requirement works?
      We are measuring whether a Dealership meets DSA or Super DSA requirements at
       the end of the current quarter. To earn points to earn points for the first quarter the
       dealership must meet DSA requirements for the last month of the quarter (March
       June Sept. Dec). In the case of DSA, the Dealer will have earned DSA privileges for
       the next quarter, but validated for the previous quarter.




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                         Management Standards – Training
                           Frequently Asked Questions
                               November 30, 2009
AFTER SALES TRAINING STANDARDS
1. All Service and Parts Managers and Advisors must meet quarterly Operational
Standards training requirements
 A. Where are the quarterly Operational Standards training requirements found?
      All training requirements can be found on the Chrysler Academy Learning Center.
      A training standards tracking report will be available on the Chrysler Academy
       Learning Center in Q1 2010.
 B. When must an existing Service and Parts Manager and Advisor begin to meet the
    Operational Standards training requirements?
      Training requirements must be met quarterly.
 C. When must newly hired Service and Parts Managers and Advisors begin to meet
    the training requirements?
      A new Service and Parts Manager and Advisor must begin meeting the quarterly
        Operational Standards 90 days after hire/position code date.
2. All Warranty Administrators meet quarterly Operational Standards training
requirements
 A. Where are the quarterly training Operational Standards requirements found?
      All training requirements can be found on the Chrysler Academy Learning Center.
      A training standards tracking report will be available on the Chrysler Academy
       Learning Center in Q1 2010.
 B. When must an existing Warranty Administrator begin to meet the Operational
    Standards training requirements?
      Training requirements must be met quarterly.
 C. When must a newly hired Warranty Administrator complete the Operational
    Standards training requirements?
      A new Warranty Administrator must begin meeting the quarterly Operational
       Standards 90 days after hire/position code date.
3. Lube Technicians have completed all 5 service maintenance courses
 A. Where are the Service Maintenance courses found?
      The 5 courses related to Service Maintenance can be found in the course catalog
       or at the Chrysler Academy Learning Center (All the Service Maintenance courses
       are Web based).
      In order to do a search by course, here are the course codes:
        Maintenance Part 1 – Pre-Maintenance Inspection: MAINT01
        Maintenance Part 2 – Underhood Inspection: MAINT02
        Maintenance Part 3 – Under Car Inspection: MAINT03
        Maintenance Part 4 – Body & Electrical Systems Inspection: MAINT04
        Maintenance Part 5 – Express Lane Process: MAINT05

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                          Management Standards – Training
                            Frequently Asked Questions
                                November 30, 2009

3. Lube Technicians have completed all 5 service maintenance courses (Continued)
 B. When must an existing Lube Technician complete the training standards?
      An existing Lube Technician must begin meeting the Operational Standards 90
       days after hire/position code date.
 C. When must a newly hired Lube Technician complete the training standards?
      A newly hired Lube Technician must begin meeting the Operational Standards 90
       days after hire/position code date.
4. All Technicians have minimum Level 2 Training completed in at least one Skill
Area (except lube techs)
 A. Where are the Level 2 courses found?
      The 10 Level 2 courses can be found in the curriculum tab, in the course catalog or
       at the Chrysler Academy Learning Center (All the Level 2 courses are web-based).
      In order to do a search by course, here are the course codes:
        Skill Area 1: (0120408) Fundamentals of Gasoline Engines
        Skill Area 2: (0220408) Fundamentals of Automatic Transmissions
        Skill Area 3: (0320508) Fundamentals of Manual Drivelines
        Skill Area 4: (0420508) Fundamentals of Steering & Suspension
        Skill Area 5: (0520508) Fundamentals of Brakes
        Skill Area 6: (0620508) Fundamentals of Electrical – Part II
        Skill Area 7: (0720508) Fundamentals of Air Conditioning & Heating
        Skill Area 8: (0820908) Fundamentals of Engine Performance
        Skill Area 10: (1020408) Fundamentals of Diesel Engines
        Skill Area 11: (1120708) Fundamentals of Body Mechanical
 B. When must an existing Technician complete the training standards?
      An existing Technician must begin meeting the Operational Standards 180 days
       after hire/position date.
 C. When must a newly hired Technician complete the training standards?
      A newly hired Technician must begin meeting the Operational Standards 180 days
       after hire/position code dates.
5. Dealer has the minimum number of required technicians trained to Skill Level 3
and Skill Level 4 in each Skill Area (1-11) based on dealer's repair order count
 A. Where are the Technician’s Operational Standards training requirements found?
      All training requirements can be found on the Chrysler Academy Learning Center.
      A training standards tracking report will be available on the Chrysler Academy
       Learning Center in Q1 2010.
 B. Where is the Repair Order Count found?
     The Repair Order Count can be found in the training standards tracking report that
      will be available on the Chrysler Academy Learning Center in Q1 2010.


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                           Management Standards – Training
                             Frequently Asked Questions
                                 November 30, 2009


5. Dealer has the minimum number of required technicians trained to Skill Level 3
and Skill Level 4 in each Skill Area (1-11) based on dealer's repair order count
(Continued)
 C. Where is the current Dealer Technician Training Level Completion information
    found?
      Service Managers can find the current Technician Training Level Completion in the
       Chrysler Academy Learning Center home page under Reports. There is a report
       called “Technician Skill Area Completion Level”. This report provides a list of active
       technicians and their level completion in all skill areas.
 D. Where is the Dealer Technician Count found?
      Service Managers can find the current technician training count in the Chrysler
       Academy Learning Center home page under Reports. There is a report called
       “Technician Skill Area Completion Level”. This report provides a list of active
       technicians and their level completion in all skill areas.




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