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					                                   Volkswagen Commercial Vehicles Pre Audit Document




                         Data Sheet for Dealer / Partner Pre Audit
        Address:                 Country           United Kingdom          Country Code             210
                                 Partner Number
                                 Partner Name
                                 Street
                                 Postal Code, City

        Contact Persons:         Management
                                 QM-representative
                                 QM email
                                 QM Tel Contact
                                 Sales Manager
                                 Service Manager
                                 Parts Manager
                                 Number of employees

        Business Data:           Customer Throughputs per day
                                 VW
                                 Audi
                                 Skoda
                                 VW CV
                                 Other brands
                                 Total                                             0

                                 New Car Sales per year
                                 VW
                                 Audi
                                 Skoda
                                 VW CV
                                 Other brands
                                 Total                                             0

        Audit:                   Auditor
                                 Audit Type                     Pre Audit - Aftersales & Sales* Contract
                                 Date of Audit
                                 Partner Self Audit                   Yes   ###                No
                                 Authorised Repairer                  Yes Y ###                No

                                                                               Signature (General Manager)




        Scope of certificate for brands:                                                  VW AudiSkoda CV
        Sales and After Sales
        After Sales                                                                        x
        Sales
                                                                                         per brand / column
        Certificate Language                English                                        only one entry
                                                                                              possible!




Author: Karl Harrison 17.09.09                                                                                8/11/2011
         Pre Audit - Aftersales & Sales* Contract                                                  Aftersales      0      0      0                                Preventative Measures   Responsibility   Completion Date
                                                                                                        Sales      0      0      0
                                                                                                                 Not   Partial Fully
      Number     Standard / Criterion                Reference guideline                                         Ach'd Ach'd ach'd     Audit Notes/Shortfall

      Selected master file: VWN After Sales 5.04.EU (Grossbritannien)          Version: 8.2.1.GBR                                                    Aftersales
      1.        QM-System I                                                                                                                          Aftersales
      1.1       Management Responsibility                                                                                                            Aftersales
      1.1.1      Is the QM system actively           It must be possible to recognise activities specifically
                 encouraged and developed by         aimed at improvement. Quality is the responsibility of
                 the management, and are quality     senior management. In particular, this includes
                 targets and results                 measures to:- improve the results of the brands
                 communicated?                       customer satisfaction survey. Regular staff briefings on
                                                     quality (quality policy must be communicated)-
                                                     communicate of the importance of meeting statutory
                                                     and official regulations - regular discussions with all
                                                     departmentsDocumentation required (at least once a
                                                     year), lists of participants, minutes, subject, date. See
                                                     HSO form 12.3-3ISO Standard, Item 4.1, 5.1, 5.5.2c,
                                                     5.5.3, 5.6"Not achieved", if none of the above
                                                     mentioned topics (list of participants, subject, minutes,
                                                     date) is completely documented.

      1.1.2      Are the set targets regularly       Annual quality evaluation (comparison of planned and
                 compared with actual results to     actual achievement of quality targets) of the quality
                 evaluate the company’s own level    relevant areas, measures derived, including provision
                 of quality, and, if required, are   of the necessary resources:- brand customer
                 corrective measures defined,        satisfaction survey - customer complaints,- Workshop
                 implemented and checked on          Test,- Performance TargetsDocumentation required
                 their effectiveness?                See HSO form 12.3-3ISO Standard, Item 5.6.2,
                                                     5.6.3"Not achieved", if none of the above mentioned
                                                     topics is completely (=list of participants, subject,
                                                     minutes, date) documented.

      1.2        Field Campaigns                                                                                                                     Aftersales
      2.         QM-System II                                                                                                                        Aftersales
      2.1        Cleanliness and Tidiness                                                                                                            Aftersales
      2.1.1      Does the cleanliness and tidiness   From the staff and customer's point of view (Dealership
                 on the dealership grounds as well   grounds, Customer contact area, Customer toilet,
                 as inside meet the customer's       Workshop, Social areas, Showroom)."Not achieved" if
                 expectations?                       extremely untidy or dirty, e.g. scrap heap or crashed
                                                     vehicles in customer view, ignored safety duties (e.g.
                                                     snow removal), missing or inadequate yard paving, old
                                                     parts and oil pollution in the workshop, dirty counter
                                                     area, crumbling facade etc.ISO Standard, Item 6.4




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      2.2        Organisation                                                                                                                          Aftersales
      2.2.1      Is there a current organisation       Identification by name required! (Company
                 chart for the entire dealership       name/date/signature/apprentices should also be
                 and for the service and parts         named)The organisation chart must be presented in a
                 division?                             way that is clearly understood and must be accessible
                                                       to all staff.ISO Standard, Item 5.5.1 "Not achieved" if
                                                       organisation chart is not available or date and
                                                       signature are missing.
      2.2.2      Are there person-specific job         Person specific job descriptions must exist for at least
                 descriptions for the functions        the following functions; Service Manager - Service
                 required by the supplier?             Advisors - Master Technicians - Service Technician -
                                                       Warranty Administrators- Parts Manager.If the function
                                                       is combined with another position, separate job
                                                       descriptions are not necessary.Whom s/he reports to
                                                       and who reports to him/her, deputies, individual tasks,
                                                       signature of the employee, manager concerned and
                                                       date required!See role descriptions on web site.At least
                                                       the contents of the form HSO, 12.2-9/10 are to be
                                                       used.At monitoring Audits Job Descriptions need only
                                                       be sampled based on any changes of staff or
                                                       organisation.ISO Standard, Item 5.5.1"Not achieved", if
                                                       more than one job description is missing or is not
                                                       person specific.

      2.2.3      Are there person-specific job         Person specific job descriptions must exist for at least
                 descriptions for the key              the following functions; QM-representative (must report
                 functions?                            directly to general management) - Campaign Co-
                                                       ordinator - Person responsible for Environmental
                                                       Protection and Health&Safety - Person responsible for
                                                       detecting and reporting the training needsIf the function
                                                       is combined with another position, separate job
                                                       descriptions are not necessary.Whom s/he reports to
                                                       and who reports to him/her, deputies, individual tasks,
                                                       signature of the employee, manager concerned and
                                                       date required!See role descriptions on relevant web
                                                       sitesAt least the contents of the form HSO, 12.2-9/10
                                                       are to be used.At monitoring Audits Job Descriptions
                                                       need only be sampled based on any changes of staff or
                                                       organisation.ISO Standard, Item 5.5.1"Not achieved", if
                                                       more than one job description is missing or is not
                                                       person specific.

      2.2.4      Are there individual records     Individual training documentation in accordance with
                                                  annual planning for employees in Service and
                 relating to the qualification level
                 of all employees in the Service  PartsHSO, Chapter 3In this context a further training
                 division and has a schedule of   schedule is a needs-related and documented plan of
                 further training been composed   qualification and further training for employees in
                 based on these?                  service and parts, which must be produced every
                                                  year.ISO Standard, Item 4.2.4, 6.2.2""Not achieved"", if
                                                  no individual records or no documented further training
                                                  planning available.
      2.2.5      Do in-house training courses /   Current information, based on e.g.- product innovations
                 information events take place on - up-to-date technical documents - contents of training
                 a regular basis in the Service   courses (e.g. Health&Safety Training) - current events
                 division?                        must be communicated to the employees within a
                                                  maximum of 4 weeks.ISO Standard, Item 6.2.2"Not
                                                  achieved", if not at least 1 of the following is not
                                                  available ( lists of participants, subject, minutes, date)
                                                  see HSO form 12.8-11&12.8-15




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      2.3        Control of Data and Documents
                                                                                                                                                        Aftersales
      2.3.1      Are measures taken to ensure          Quality-related documents (test programmes, customer
                 that all quality-relevant             surveys etc.) and records should be kept for one year,
                 documents are correctly               however at least until the next audit; if necessary view
                 managed, archived and, if             archive.Calibration certificates must be kept for at least
                 required, destroyed in a suitable     five yearsWorkshop test documentation must be kept
                 manner?                               for at least two years Country-specific specifications
                                                       should be observed Internal documents should be
                                                       identified by person who developed the form and
                                                       version.ISO Standard, Item 4.2.3 and 4.2.4See HSO
                                                       form 12.9-7"Not achieved", if the documents above
                                                       cannot be presented.

      2.4        Making appointments                                                                                                                    Aftersales
      2.4.1      Are systematic job preparations       - Open a job order (telephone order: check availability
                 made after an appointment has         ofspecialists)- Availability of parts- Field campaigns
                 been made, in person or by            (check HST, ELSA)- Repeat repair, repair history- After
                 telephone?                            opening the job order, pre-order parts and have them
                                                       readyISO Standard, Item 7.2.1, 7.2.2, 7.5.1"Not
                                                       achieved", if no preparation for the next day can be
                                                       detected.
      2.5        Customer order                                                                                                                         Aftersales
      2.5.1      Is there a written customer order     Job Card to be completed in writing: 1 Order heading
                 for every repair and servicing job,   (customer details, vehicle details, mileage, collection
                 and does the invoice correspond       time, etc.) 2 Job items listed, 3 Job described in
                 with the order?                       understandable language, 4 Record of customer’s
                                                       complaint/requirement detailed word for word, 5
                                                       Customer’s signature, 6 Ensure that the customer can
                                                       be reached by telephone (further enquiries), 7 Method
                                                       of payment agreed, 8 Job items ticked off by the
                                                       mechanic as they are completed, 9 Technician's
                                                       signature, 10 If necessary a note of where the vehicle
                                                       is parked should be made, 11 Cost estimate if
                                                       requested, 12 Repeat repairs specially marked. Check
                                                       at least 5 Job Cards and at least one warranty
                                                       order!"Not achieved", if more than one job card does
                                                       not correspond with the invoice.ISO Standard 7.3.1

      2.5.2      In the case of job extensions, are Make detailed notes of the additional work on the order
                 all the necessary points           (what was agreed, with whom and when) ISO Standard,
                 considered / implemented?          Item 7.2.1 and 7.2.2"Not achieved", if "with whom -
                                                    when - what" is missing.
      2.5.3      Are any products supplied by the It must be ensured that any spare and exchange parts,
                 customer documented on the job along with any accessories (tyres, wheels, brake
                 order?                             linings, radio, oil, etc.) are not faulty and are suitable
                                                    for the type of vehicle. If they do not comply with legal
                                                    regulations they must not be fitted. Such parts must be
                                                    recorded on the job order and invoice. This also applies
                                                    to summer and winter tyres that have been in
                                                    storage.ISO Standard, Item 7.5.4"Not achieved" if
                                                    reference on job order or invoice is missing.

      2.5.4      Is correct price information given Segment II+ III customers (parts and differentiated
                 towards customer's inquiries?      labour rates)Make a note of job-related price
                                                    information on the job orderOffer seasonal
                                                    campaignsStandard, Item 7.2.3"Not achieved", if
                                                    invoice does not match quotation..
      2.6        Customer invoice                                                                                                                       Aftersales
      2.6.1      Are the invoices complete, easy - Invoicing should be clearly divided into labour and
                 to understand and customer-        parts or use package prices- Additions to the invoice:
                 oriented?                          the next service date/notes on the invoice/dates or
                                                    current campaigns, MOT, emissions tests, summer and
                                                    winter tyre change and storage- Name of the service
                                                    advisor- Attachments, such as service inspection form,
                                                    MOT certificate, vehicle service book""Not achieved"",
                                                    if labour and parts not shown separately (exception:
                                                    package prices)"




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      2.6.3      Is it ensured that the vehicle will     Be aware of the customer’s requirements.ISO
                 be handed over to the customer          Standard, Item 7.2.3"Not achieved", if CEM Question
                 after completion of repairs or          28 / Your Voice Counts Questions 2<50% or if on the
                 servicing and that the contents of      audit day vehicle handovers are observed without the
                 the invoice are explained?              invoice being explained.
      2.7        Test Drive                                                                                                                          Aftersales
      2.7.1      Is a final check / test drive carried   ISO Standard, Item 8.2.4Be aware of manufacturers’
                 out and documented after                specifications! (Road test if required for technical
                 completion of repairs / servicing?      reasons) Documentation required: person responsible
                                                         must be clearly indicated. Note/change of where
                                                         vehicle is parked on the order.See HSO form 12.7-
                                                         25"Not achieved", if in a spot check of 5 job orders,
                                                         date or signature of the evaluator is missing on more
                                                         than one job order.
      2.8        Customer Complaints                                                                                                                 Aftersales
      2.8.1      Are customer complaints            Verbal comments from visiting customers or telephone
                 recorded and processed in a        calls should be considered and recorded on the
                 customer-oriented manner?          complaint form if of a serious or repetitive nature.An
                                                    initial response within 72 hrs in writing or by telephone.
                                                    Each subsequent stage is to be accurately recorded on
                                                    the complaint form, including any
                                                    discussion/conversation with customer/members of
                                                    staff on the issue.See HSO form 12.7-29 Item 5.6,
                                                    7.2.3, 8.2.1, 8.4, 8.5.2"Not achieved", if documentation
                                                    is missing.
      2.8.2      Is there follow-up contact to      Written documentation required (at least note, name,
                 ensure that the problem hasbeen date)ISO Standard, Item 8.2.1, 8.5.2"Not achieved", if
                 solved to the customer’s           documentation missing - notes, name, date.
                 satisfaction?
      2.8.3      Are the results evaluated and, if Evaluations and root cause analysis must be carried
                 there are any weakness             out regularly and in case of noticeable weaknesses,
                 tendencies, does this lead to      measures must be documented in an action plan.See
                 suitable corrective and preventive HSO form 12.7-55ISO Standard, Item 8.5.2 and
                 measures being defined?            8.5.3"Not achieved", if evaluation and relevant
                                                    outcomes NOT recorded.
      2.9        External Services                                                                                                                   Aftersales
      2.9.1      Is there a list of                 List of all suppliers and sub-contractors involved in the
                 subcontractors/suppliers           repair and servicing of customer Vehicles including
                 available and assessed             evaluation and selection criteria (e.g.
                 regularly?                         price/timeliness/performance, response to complaints,
                                                    Liability Insurance etc.) is required!Group
                                                    manufacturers, Group importers or Group contracts i.e.
                                                    Body and Paint do not have to be listed.Suppliers and
                                                    Subcontractors include: Tyre Fitters, Windscreen
                                                    fitters, Mobile body repairers, Accessories, Waste
                                                    disposal companies, calibration
                                                    companies.Assessment is to be carried out annually
                                                    and in case of negative evaluations, corrective
                                                    measures should be shown.See HSO form 12.5-
                                                    15&12.7-27ISO Standard, Item 4.1, 7.4 "Not achieved",
                                                    if list of suppliers not available or their annual
                                                    evaluation is not documented.
      2.9.2      When placing orders with           If no services are subcontracted, this question is to be
                 external companies, are specific evaluated as "achieved".Subcontracts/frame contracts
                 conditions agreed in writing?      must be issued in writing.Repair methods should also
                                                    be in writing, for example, with regard to painting
                                                    materials, paint application and repair specifications
                                                    (repair manuals) must be implemented by the
                                                    subcontractor in accordance with current
                                                    manufacturers’ specifications.See HSO form 12.5-13 &
                                                    12.5-15a ISO Standard, Item 7.4.2"Not achieved" if
                                                    documentation is not available.
      2.9.3      Is quality control carried out and If no services are subcontracted, this question is to be
                 documented on sub-contracted       evaluated as "achieved"Quality control (evaluation of
                 repairs?                           the subcontracted repair work) is documented on the
                                                    subcontract order, including Group Paint & Body
                                                    Repairs.ISO Standard, Item 4.1, 7.4.3"Not achieved", if
                                                    signature, date and overall evaluation is missing on
                                                    more than one from a sample of 5.
      2.10       Customer Property                                                                                                                   Aftersales



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      2.10.1     Are suitable measures taken to     Cleanliness = quality!Foot mats, steering wheel covers,
                 protect customer's vehicles and    seat covers and wing protection where
                 other property?                    necessary.Customers property or removed components
                                                    must be stored in a manner to prevent loss or
                                                    damage.The customer must be informed verbally and in
                                                    writing in the event of loss or damage. Internal record
                                                    required (e.g. internal workshop order). see also
                                                    customer satisfaction survey for the brand's) .ISO
                                                    Standard, Item 7.5.5""Not achieved"" if more than one
                                                    vehicle is not protected in the workshop or removed
                                                    parts are stored in the vehicle without protected
                                                    measures.
      2.11       Basic equipment                                                                                                                       Aftersales
      2.11.1     Are all the mechanics equipped     Minimum equipment according to the workshop
                 with Tool Trolleys / Tool          equipment and special tools catalogue.Annual contents
                 Cabinets, and are their contents   check (documentation) Worn out and broken tools lead
                 regularly checked?                 to lower evaluation.ISO Standard, Item 6.3"Not
                                                    achieved", if no tool trolley / cabinets available or no
                                                    documentation available.
      2.11.2     Is the Brake Filler / Bleeder in a The device shall comply with the technical specification
                 clean and technically faultless    of the manufacturer. The filter must be regularly
                 condition and does it correspond replaced, as specified."Not achieved", if the device
                 with the specifications of the     does not comply with the technical specifications or the
                 Group manufacturer?                brake fluid has contact with the air (open barrel, open
                                                    ventilation container) ISO Standard, Item 6.3

      2.11.3     Does the Wheel Alignment           Outsourcing is permitted (contract or subcontracts
                 System comply with the             inclusive of the appropriate wheel alignment protocols
                 requirements/approvals of the      must be available ). If the dealership does have its own
                 Group manufacturers (for the       device, checks must be carried out and documented
                 serviced product range) and are    (including a calibration certificate for lift and equipment)
                 tests carried out and              see question 2.12.1. The current version of the
                 documented?                        software must be installed on the device. If outsourced:
                                                    the partner must check the supplier regularly (at least
                                                    once a year) for assignment of qualified personnel
                                                    (""Qualification vehicle alignment"" or other equivalent
                                                    qualification for wheel alignment) and use of wheel
                                                    alignment and lift authorised by the manufacturer See
                                                    question 2.9.1.HSO Chapter 12""Not achieved"", if no
                                                    evidence of calibration or if the software version was
                                                    not up-to-date. Relating to outsourcing: ""Not
                                                    achieved"", if there have been no checks at the supplier
                                                    and / or the current level of the supplier's wheel
                                                    alignment software cannot be demonstrated.ISO
                                                    Standard, Item 7.6

      2.12       Equipment subject to
                 calibration                                                                                                                           Aftersales
      2.12.1     Is there a complete and up-to-     The list must include at least the test equipment from
                 date list of all Test Equipment    the workshop equipment list, the testing period and
                 and all Equipment subject to       date of next test must be visible.See HSO Chapter 9 for
                 calibration and are they clearly   the current brand requirements, intervals and specific
                 identifiable?                      tools etc.HSO, Chapter 12 Skoda: HSO, volume 2,
                                                    Chap. 12.9-5 ISO Standard, Item 7.6""Not achieved"", if
                                                    more than three test eqiupments or liable test
                                                    equipment are not completely documented in the test
                                                    eqiupment list (number of units, proof circle)

      2.12.2     Is all Test equipment and          All equipment must be calibrated including but not
                 Equipment subject to calibration   limited to: Wheel balancing machine, Tyre inflation
                 used in the workshop regularly     device, Torque wrenches (all required torque ranges
                 calibrated and do they comply      must be covered),Component exhaust tester and / or
                 with the manufacturer's            Diesel Smoke Meter (if available), Headlight adjustment
                 requirements?                      device, Pressure measuring devices, Brake testing
                                                    device (if available).See HSO form 12.9-5ISO Standard
                                                    Item 7.6"Not achieved", if more than one piece of
                                                    equipment used in the workshop are not calibrated.

      2.13       Service Literature                                                                                                                    Aftersales




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      2.13.1     How up-to-date is the available     1. ELSA / ServiceNet operational, 2. ELSA / ServiceNet
                 literature?                         Software up-to-date, 3. Service literature in paper form
                                                     only for those vehicles not stored in
                                                     ELSA/ServiceNet"Not achieved", if out-dated paper
                                                     literature in the workshop is not at least identified as
                                                     being out of date.ISO Standard, Item 4.2.3
      2.14       Quality in Parts                                                                                                                    Aftersales
      2.14.1     Is a check of incoming parts        Pack Notes, date of check and identification of the
                 carried out and documented?         person who carried out the check are required! Check
                                                     on quantity and quality (expiry date, damages)ISO
                                                     Standard, Item 7.4.1, 7.4.3, 8.3.Damaged parts are to
                                                     be labelled and stored separately (PDR area).""Not
                                                     achieved"", if documentation not available or date or
                                                     signature missing.

      2.14.2     Are all spare parts and             The existing storage recomendations for the parts are
                 accessories stored in a quality-    to be observed; - dust protected and in closed rooms,-
                 preserving manner?                  expiry date must not be exceeded, - always protected
                                                     from moisture / corrosion, - storage in straight position
                                                     (brake pipes, speedometer shafts, trims, etc.), -
                                                     products always protected against damage by heavy
                                                     parts, - metal parts always stored in suitable racking, -
                                                     stored battery voltage not below minimum level.
                                                     Sufficient operating and handling room is
                                                     important."Not achieved", if more than 3 different spare
                                                     parts are not stored in a quality-preserving way.ISO
                                                     Standard, Item 7.7.6
      3.         Staff and Training - After Sales
                                                                                                                                                     Aftersales
      3.1        Staff with qualification duty     Staff with qualification duty                                                                     Aftersales
      3.1.1      Is a Service Manager appointed    For 16 or more members of productive staff and or 46
                 in accordance with the supplier's customer throughputs (CTP), a full-time Service or
                 requirements?                     Aftersales Manager must be appointed. If there are
                                                   fewer members of productive staff or customer
                                                   throughputs, the position can be combined."Not
                                                   acheived", if the either of the above criteria is not
                                                   fulfilled.
      3.1.2      Are the Service Manager's         Recognised brand qualification achieved or currently
                 qualifications in accordance with engaged in the relevant brands qualification
                 the supplier's specifications?    programme.ISO Standard, Item 6.2.2 ""Not achieved"",
                                                   if evidence of qualification or active participation
                                                   available.
      3.1.4      Is the number of Service Advisors One Service Advisor is to be employed for every 15
                 sufficient?                       customer throughputs per day."Not achieved", if the
                                                   number of Service Advisors is not sufficient and no
                                                   recruitment measures are being taken (advertising,
                                                   interviews etc.).ISO Standard, Item 6.1
      3.1.5      Are the Service Advisor's         Recognised brand qualification achieved or currently
                 qualifications in accordance with engaged in the relevant brands qualification
                 the supplier's specifications?    programme.ISO Standard, Item 6.2.2ISO Standard,
                                                   Item 6.2.2""Not achieved"", if evidence of qualification
                                                   or active participation available.
      3.1.8      Is the number of qualified        In the case of <3000 goodwill and warranty claims
                 Warranty Administrators           peryear for all Group brands, this activity can be
                 sufficient?                       combined with another position.1 full-time position for
                                                   every additional 3,000 goodwill and warranty claims
                                                   p.a.if a warranty clerk is employed, they must be
                                                   enrolled and participating in the warranty qualification
                                                   programme as required by the brands.ISO Standard,
                                                   Item 6.1, 6.2.2""Not achieved"", if the required
                                                   Warranty Administrators is not enrolled or participating
                                                   in the relevant qualification programme.

      3.2        Qualifications of productive
                 staff                                                                                                                               Aftersales




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      3.2.2      Is the number of Master           For > 30 customer throughputs per day: at least 2 for
                 Technicians sufficient?           30 and less customer throughputs per day: at least
                                                   1ATR:There must be a fully qualified and experienced
                                                   Licensed Technician for the purpose of providing
                                                   service and technical work for Luxury Vehicles and
                                                   other vehicles requiring Advanced Technology
                                                   Repairs."Not achieved", if the number of Master
                                                   Technicians is not sufficient according to the number of
                                                   CTPISO Standard, Item 6.1
      3.2.3      Are the Master Technician's       "Certified Master Technician" Demonstrated by a
                 qualifications in accordance with certificate of registration for the qualification.Not
                 the supplier's specifications?    achieved", if certificates or course bookings are not
                                                   available for all Master Technicians.ISO Standard, Item
                                                   6.2.2
      3.3        Staff in Parts Department         Staff in Parts Department                                                                          Aftersales
      3.3.1      Is the position of Parts Manager "ISO Standard, Item 6.1A full-time Parts Manager is to
                 appointed?                        be appointed if there are more than 3 employees in the
                                                   parts department, If there are up to 3 employees in
                                                   parts department, a Parts Manager who combines this
                                                   role with another job is sufficient (Parts Manager
                                                   qualification not necessary).""Not achieved"", if more
                                                   than 3 Parts staff and a full time Parts Manager is not
                                                   appointed, or if less than 3 parts staff, responsibilites
                                                   for the role have not been allocated to another role.

      3.3.2      Are the Parts Manager's             Registered on brand training programme (LEMA) job
                 qualifications in accordance with role(s) and PDP's, active participation in relevant
                 the supplier's requirements?        qualification programmes.ISO Standard, Item
                                                     6.2.2""Not achieved"", if evidence of participation in the
                                                     approriate training programme is not available.
      3.3.3      Are the qualifications of the Parts The Parts Advisor must prove that he has qualifications
                 Advisors in accordance with the in accordance with the role description - Qualified Parts
                 supplier's specifications?          Advisor (if combined with another function the
                                                     qualification is not necessary).Registered on LEMA, job
                                                     role(s) and PDP's allocated Active participation in the
                                                     qualification programme as required by the brand.
                                                     "Certified Volkswagen, CV, Audi or Skoda Parts
                                                     Advisor" demonstrated by a certificate or course
                                                     booking."Not achieved", if there is no qualified Parts
                                                     Advisor in the dealership. A certificate or course
                                                     booking for the supplier's training programme, which
                                                     must be completed within 2 years from starting the job,
                                                     is accepted as evidence.

      3.3.5      Is there a contact person           This person deals with enquiries for original parts from
                 appointed for Trade Parts           the retail trade. Not applicable if in a Trade Parts
                 customers?                          Specialist (TPS) area. "Not achieved", if no Trade Parts
                                                     contact person is nominated and the retailer is not
                                                     covered by a TPS centre.
      4.         Customer Contact                                                                                                                     Aftersales
      4.1        Primary Signage                                                                                                                      Aftersales
      4.1.1      Is brand Primary Signage            Brand-specific flag sign on building and/or brand-
                 implemented in accordance with      specific pylon with the extension "Service" Pylon only
                 the supplier's specifications?      permitted for "full-function" in accordance with the
                                                     suppliers specifications."Not achieved", if - no Primary
                                                     Signage available in accordance with the supplier´s
                                                     specifications - displays additional information or not
                                                     operational - if extremely dirty or damaged (order for
                                                     new signage or repair order must be in place).

      4.2        Service Reception                                                                                                                    Aftersales
      4.2.2      Is there a workshop planning     The following are to be taken into account: - Workshop
                 system / system for making       capacity planning (is account taken of buffer times?), -
                 appointments and daily planning? Technician's absences, - Recording of customer and
                                                  vehicle details (at least registration number, customer
                                                  name, customer telephone), - Recording of the
                                                  anticipated work scope. An IT system is recomended
                                                  for more than 15 CTP / day. In case of>15 CTP, a
                                                  paper version will be evaluated as "partially
                                                  achieved"."Not achieved", if the workshop planning
                                                  system does not include the above elements.ISO
                                                  Standard, Item 7.2.1, 7.5.1.


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      4.3        Replacement Vehicle                   ISO Standard, Item 6.1, 6.3                                                                       Aftersales
      4.3.1      Is the number of Replacement          The replacement vehicle can be provided through a
                 Vehicles in accordance with the       Hire Car company, however a service agreement must
                 supplier's specifications?            be in place to guarantee that the partner has exclusive
                                                       rights to the vehicles."Not achieved", if the required
                                                       replacement vehicles are not provided at least by an
                                                       agreement with a rental company.
      4.3.3      Is the age segment of the             All replacement vehicles in segment 1 (age up to 4
                 Replacement Vehicle in                years)"Not achieved", if more than one replacement
                 accordance with the supplier's        vehicles do not comply with the required age segment.
                 requirements?
      4.3.4      Is the condition of the               "Not achieved" if vehicles not operationally reliable and
                 Replacement Vehicle in                roadworthy (levels,lights, tyres etc) or is extremely dirty
                 accordance with the supplier's        or damaged
                 requirements?
      4.4        Pick-up and Delivery Service /        ISO Standard, Item 6.1, 6.3
                 Alternative Transport                                                                                                                   Aftersales
      4.4.1      Is the Pick-up and Delivery           The offer of Alternative Transport must be in the
                 Service or Alternative Transport      servicereception and clearly visible for the customer.At
                 actively offered in accordance        least the following option's to be offered:1. Customer
                 with the supplier's specifications?   Shuttle to and from local destination 2. Vehicle
                                                       collection and delivery 3. Combination with courtesy
                                                       car"Not achieved", if no form of Alternative Transport is
                                                       offered (in addition to Replacement Vehicle) in the
                                                       service reception.
      4.5        Dialogue / Direct reception           HS EH, Kapitel 6.1.1ISO Norm, Punkt 6.1, 6.3                                                      Aftersales
      4.6        Customer Satisfaction Analysis
                                                                                                                                                         Aftersales
      5.         Parts                                                                                                                                   Aftersales
      5.1        Warehouse Organisation                                                                                                                  Aftersales
      5.1.2      Are reserved parts labelled and       Area to be clearly identified, parts should be identified
                 stored separately for workshop        and traceable to the customer.ISO Standard, Item
                 and counter sale?                     7.5.3"Not achieved", if the area is not at least visually
                                                       identified.
      5.1.3      Is the Parts Stock and locations      Part number identification system, each shelf has a
                 stored in a computerised system       clearly identifiable address, part numbers at the bin
                 in the parts department (stock        location recommended. Compare a random sample
                 management system)?                   from a storage location with the part number from the
                                                       location system (there may be a max. of 1 error in a
                                                       random sample of 3 different parts)"Not achieved", if
                                                       more than 1 error occurs in a sample of 3 different
                                                       parts.ISO Standard, Item 7.5.3
      5.1.4      Are the storage locations of          Locations of shelf life products must be clearly
                 products with limited shelf life      identified (e.g.coloured labels or stickers) typical parts
                 visually labelled?                    with a shelf life could include; touch up paints, glues
                                                       and sealants, drive shaft gaiters, wiper blades, body
                                                       rubbing strips, master cylinders and brake cylinders.
                                                       See COSSH website for full list.ISO Standard, Item
                                                       7.5.5"Not achieved", if more than 1 location is not at
                                                       least visually identified.
      5.1.5      Is at least 1 ETKA available in       Current brand-specific software must be available.
                 the storage area?                     Check carried out by a log-in test. Min of 1 PC per site
                                                       for Rural Authorised Repair"Not achieved" if there is no
                                                       access to the latest ETKA-Version in the parts
                                                       department.ISO Standard, Item 6.3
      5.2        Attendance on External
                 Purchasers                                                                                                                              Aftersales
      5.2.1      Is the counter area for Parts         Signage in accordance with the Corporate Identity
                 Sales identified according to the     guidelines with text clearly identifying the sales area for
                 requirements of the supplier?         parts/accessories.The sign must comprise the
                                                       components "parts", "spare parts" or "genuine (spare)
                                                       parts".ISO Standard, Item 6.3"Not achieved", if there is
                                                       no clearly identified counter area.
      6.         Repair Quality                                                                                                                          Aftersales
      6.1        Tools and Equipment                   Tools and Equipment                                                                               Aftersales




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      6.1.1      Are the Special Tools specified in Random sample of 5% of the tools. The tools in the
                 the equipment guidelines all       random sample must be 100% A worn or defective part
                 available?                         will be evaluated as not available and will be included
                                                    in the contents of the random sample. For a maximum
                                                    of 15% of the sample a parts order may be raised on
                                                    the day of the audit."Not achieved", if more than 15 %
                                                    of the sample are not available.ISO Standard, Item 6.3

      6.1.3      Is all the Workshop Equipment      Random sample of 5% of the equipment. The
                 specified in the service standards equipment in the random sample must be 100 %
                 available?                         available.A worn or defective item will be evaluated as
                                                    not available and will be included in the contents of the
                                                    random sample. A maximum 15% of the sample may be
                                                    ordered on the day of the audit.
      6.2        Test Programmes                    Test Programmes                                                                                   Aftersales
      6.3        IT Standards in the Workshop ISO Standard Item 6.3
                                                                                                                                                      Aftersales
      6.3.1      Are the IT-Systems specified by     At least one PC must be available in the workshop.-
                 the supplier available in the       ELSA (With access to vehicle data, campaign data,
                 workshop and are they actively      repair history)- DISS Current brand-specific software,
                 used?                               Check is carried out by a Log-in test"Not achieved" if
                                                     access to Elsa is not available in the workshop.
      6.3.2      Is there a VAS 5051 in the          Visual check"Not achieved", if there is no VAS 5051 in
                 workshop?                           the workshop.
      6.3.3      Is the software of the VAS 5051     Visual checkISO Standard, Item 4.2.3"Not achieved" if
                 up-to-date?                         not at least one VAS 5051 with current software version
                                                     is available in the workshop.
      8.         VW and VW CV Specific
                 Standards                                                                                                                            Aftersales
      8.1        Express Service                                                                                                                      Aftersales
      8.1.1      Is the Express Service identified   Partner must have external, clearly visible signage for
                 by secondary signage (outside)      Express Fitfor example- Panel in secondary signage
                 in accordance with the CI           saying 'Express Fit'- Direction sign - Signage over the
                 guidelines?                         Express Fit working area/bay ""Not achieved"", if
                                                     Express Fit signage outside is not clearly identifiable by
                                                     a customer. This standard is N/A for Rural A/R'sA/R
                                                     Agreement 2.1 & 2.11
      8.1.2      Is there identification for Express Express Fit reception must be clearly identifiable by a
                 Service reception in the reception customer.for example- Secondary identification element
                 area?                               - wall-mounted or suspended from the ceiling (not
                                                     required if dedicated Express Fit reception)- Counter
                                                     display- Price offers in an advertising element"Not
                                                     achieved" if Express Service reception is not clearly
                                                     identifiable by a customer
      11.        VW CV Specific Standards                                                                                                             Aftersales
      11.1       Work bay for VW Commercial
                 Vehicles                                                                                                                             Aftersales
      11.1.1     Is there at least one appropriate Partners with a VW CV contract must provide a
                 work bay for VW CV in               minimum of one Crafter size workbay with adequate
                 accordance with the supplier's      roof height and length to accommadate the vehicle
                 specifications?                     (recommended: 5.5m height x 5m width x 10m depth).In
                                                     cases of more than 500VW CV TP/year, the partner
                                                     must in case of a new build and reconstruction install a
                                                     CV work bay of at least 5m x 10m (Width & Length).ISO
                                                     Standard, item 6.3""Not achieved"" if the work bay has
                                                     not been installed or the installation initiated in
                                                     accordance with the NSO's requirements

      11.1.2     Is there at least one appropriate Only for Partners with VW CV contract.The partner
                 lift for VW CV in accordance with must install a 5t lift.ISO Standard, Item 6.3""Not
                 the supplier´s specifications?    achieved"", if the 5t lift is not in place.

      14.        Partner Certification "LIGHT"       (only for audits with external ISO certification)                                                Aftersales
      14.1       QM-System                                                                                                                            Aftersales
      14.2       External Services                                                                                                                    Aftersales
      15.        Centrally Checked Criteria
                 (independent from Audit)                                                                                                             Aftersales
      15.1       Partner Audit                                                                                                                        Aftersales
      15.1.1     Has the Partner Audit been          "Not achieved", if the audit has been rejected by the
                 carried out within the defined      partner or the time periods according to the Partner
                 period?                             Certification Guideline were exceeded and this delay
                                                     was caused by the partner.


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      15.2       Business Management /
                 Reporting                                                                                                                         Aftersales
      15.2.1     Is the Monthly Service Report    Criteria checked during the year by the
                 submitted in accordance with the supplier.Composite Submission
                 supplier's specifications?
      15.3       Training                                                                                                                          Aftersales
      15.4       Customer Satisfaction Analysis
                                                                                                                                                   Aftersales
      15.4.1     Does the Service Partner take       - The Service Partner must be registed and take part in
                 part in the customer satisfaction   the respected Brands Customer Satisfaction Analysis-
                 analysis Service specified by the   Required quality of customer data.ISO Standard Item
                 supplier?                           5.6.1, 8.2.1, 8.4
      15.5       Workshop Test                                                                                                                     Aftersales
      15.6       IT Standards                                                                                                                      Aftersales
      15.7       24-hour Assistance                  HSO, Vol. 1, Chapter 5.9; HST, Vol. 3, Chapter 1.50
                                                                                                                                                 Aftersales
      15.8      Parts Systems                                                                                                                    Aftersales
      Selected master file: VWN Commerce 5.04.EU (Grossbritannien) Version: 8.1.1.GBR                                                         Commerce Contract   -
      1.        QM-System I                                                                                                                   Commerce Contract   -
      1.1       Management Responsibility                                                                                                     Commerce Contract   -
      1.1.1     Is the QM system actively       It must be possible to recognise activities specifically
                encouraged and developed by     aimed at improvement. Quality is the responsibility of
                the management, and are quality senior management. In particular, this includes
                targets and results             measures to:- improve the results of the brands
                communicated?                   customer satisfaction survey. Regular staff briefings on
                                                quality (quality policy must be communicated)-
                                                communicate of the importance of meeting statutory
                                                and official regulations - regular discussions with all
                                                departmentsDocumentation required (at least once a
                                                year), lists of participants, minutes, subject, date. See
                                                HSO form 12.3-3ISO Standard, Item 4.1, 5.1, 5.5.2c,
                                                5.5.3, 5.6"Not achieved", if none of the above
                                                mentioned topics (list of participants, subject, minutes,
                                                date) is completely documented.

      1.1.2      Are the set targets regularly       Annual quality evaluation (comparison of planned and
                 compared with actual results to     actual achievement of quality targets) of the quality
                 evaluate the company’s own level    relevant areas, measures derived, including provision
                 of quality, and, if required, are   of the necessary resources:- brand customer
                 corrective measures defined,        satisfaction survey - customer complaints,- Workshop
                 implemented and checked on          Test,- Performance TargetsDocumentation required
                 their effectiveness?                See HSO form 12.3-3ISO Standard, Item 5.6.2,
                                                     5.6.3"Not achieved", if none of the above mentioned
                                                     topics is completely (=list of participants, subject,
                                                     minutes, date) documented.

      1.3        Cleanliness and Tidiness                                                                                                     Commerce Contract   -
      1.3.1      Does the cleanliness and tidiness   From the staff and customer's point of view (Dealership
                 on the dealership grounds as well   grounds, Customer contact area, Customer toilet,
                 as inside meet the customer´s       Social areas, Showroom)."Not achieved" if extremely
                 expectations?                       untidy or dirty, e.g. ignored safety duties (e.g. snow
                                                     removal), missing or inadequate yard paving, dirty
                                                     counter area, crumbling facade etc.ISO Standard, Item
                                                     6.4
      1.4        QM-System of the Sales and
                 Delivery Points                                                                                                              Commerce Contract   -
      2.         QM-System II                                                                                                                 Commerce Contract   -
      2.2        Organisation                                                                                                                 Commerce Contract   -
      2.2.1.1    Are there person-specific job       Individual job description necessary for at least the
                 descriptions for the functions      following functions/tasks; Sales manager - Salesmen -
                 required by the supplier?           Sales clerkWhen a Combination of Functions applies,
                                                     separate job descriptions are not necessary. Whom
                                                     s/he reports to and who reports to him/her, deputies,
                                                     individual tasks, signature of the employee, manager
                                                     concerned and date required! At monitoring Audits Job
                                                     Descriptions need only be sampled based on any
                                                     changes of staff or organisation.ISO Standard, Item
                                                     5.5.1"Not achieved" if more than one job description is
                                                     missing or not person-specific.




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      2.2.2.1    Are there person-specific job         Individual job description necessary for at least the
                 descriptions for the functions        following functions/tasks; - Sales manager - Salesmen -
                 required by the supplier?             Sales clerk When "Combination of Functions" applies,
                                                       separate job descriptions are not necessary.Whom
                                                       s/he reports to and who reports to him/her, deputies,
                                                       individual tasks, signature of the employee, manager
                                                       concerned and date required!At monitoring Audits Job
                                                       Descriptions need only be sampled based on any
                                                       changes of staff or organisation.ISO Standard, Item
                                                       5.5.1"Not achieved" if more than one job description is
                                                       missing or not person-specific.

      2.2.3.1    Are there person-specific job         Person specific job descriptions must exist for at least
                 descriptions for the key              the following functions; QM-representative (must report
                 functions?                            directly to general management) - Campaign Co-
                                                       ordinator - Person responsible for Environmental
                                                       Protection and Health&Safety - Person responsible for
                                                       detecting and reporting the training needsIf the function
                                                       is combined with another position, separate job
                                                       descriptions are not necessary.Whom s/he reports to
                                                       and who reports to him/her, deputies, individual tasks,
                                                       signature of the employee, manager concerned and
                                                       date required!See role descriptions on relevant web
                                                       sitesAt least the contents of the form HSO, 12.2-9/10
                                                       are to be used.At monitoring Audits Job Descriptions
                                                       need only be sampled based on any changes of staff or
                                                       organisation.ISO Standard, Item 5.5.1"Not achieved", if
                                                       more than one job description is missing or is not
                                                       person specific.

      2.2.4.1    Are there individual records          Individual training documentation in accordance with
                 relating to the qualification level   annual planning for employees in Service and
                 of all employees in the Sales         PartsHSO, Chapter 3In this context a further training
                 division and has a schedule of        schedule is a needs-related and documented plan of
                 further training been composed        qualification and further training for employees in
                 based on these?                       service and parts, which must be produced every
                                                       year.ISO Standard, Item 4.2.4, 6.2.2""Not achieved"", if
                                                       no individual records or no documented further training
                                                       planning available.
      2.2.5.1    Do in-house information events        Up-to-date information on - new products - contents of
                 take place on a regular basis in      training and qualification programmes - current eventsis
                 the Sales division?                   to be communicated to the employees within maximum
                                                       4 weeks.ISO Standard, Item 6.2.2Documentation
                                                       required, lists of participants, minutes, records, incl.
                                                       topic and date see HSO form 12.8-11&12.8-15"Not
                                                       achieved", if no record of attendance and list of
                                                       subjects discussed.
      2.3        Control of Data and Documents
                                                                                                                                                   Commerce Contract   -
      2.3.1      Are measures taken to ensure          Quality-related documents (test programmes, customer
                 that all quality-relevant             surveys etc.) and records should be kept for one year,
                 documents are correctly               however at least until the next audit; if necessary view
                 managed, archived and, if             archive.Calibration certificates must be kept for at least
                 required, destroyed in a suitable     five yearsWorkshop test documentation must be kept
                 manner?                               for at least two years Country-specific specifications
                                                       should be observed Internal documents should be
                                                       identified by person who developed the form and
                                                       version.ISO Standard, Item 4.2.3 and 4.2.4See HSO
                                                       form 12.9-7"Not achieved", if the documents above
                                                       cannot be presented.

      2.8        Customer Complaints                                                                                                               Commerce Contract   -
      2.8.1.1    Are customer complaints               Verbal comments from visiting customers or telephone
                 recorded and processed in a           calls should be considered and recorded on the
                 customer-oriented manner?             complaint form if of a serious or repetitive nature.An
                                                       initial response within 72 hrs in writing or by telephone.
                                                       Each subsequent stage is to be accurately recorded on
                                                       the complaint form, including any
                                                       discussion/conversation with customer/members of
                                                       staff on the issue.see HSO form 12.7-29ISO, Item 5.6,
                                                       7.2.3, 8.2.1, 8.4, 8.5.2"Not achieved", if documentation
                                                       is missing.


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      2.8.2.1    Is there follow-up contact to        Written documentation required (at least note, name,
                 ensure that the problem hasbeen      date)ISO Standard, Item 8.2.1, 8.5.2"Not achieved", if
                 solved to the customer’s             documentation missing - notes, name, date
                 satisfaction?
      2.8.3.1    Are the results evaluated and, if    Evaluations and root cause analysis must be carried
                 there are any weakness               out regularly and in case noticeable weaknesses,
                 tendencies, does this lead to        measures must be documented.See HSO form 12.7-
                 suitable corrective and preventive   55ISO Standard, Items 8.5.2 and 8.5.3"Not achieved",
                 measures being defined?              if evaluation is not available.

      2.9        External Services                                                                                                                 Commerce Contract   -
      2.9.1.1    Is there a list of subcontractors / List of all suppliers and sub-contractors of Vehicle
                 suppliers available and assessed related services including evaluation and selection
                 regularly?                          criteria (e.g. price/timeliness/performance, response to
                                                     complaints, Liability Insurance etc.) is required!Group
                                                     manufacturers, Group importers or Group contracts i.e.
                                                     Body and Paint do not have to be listed.Suppliers and
                                                     Subcontractors include: Tyre Fitters,Windscreen fitters,
                                                     Mobile body repairers, Accessories, Paint&body shops,
                                                     Waste disposal companies, calibration companies.Not
                                                     required for: cleaning companies, company doctors,
                                                     building workers, etc. Assessment is to be carried out
                                                     annually and in case of negative evaluations, corrective
                                                     measures should be shown.See HSO form 12.5-
                                                     15&12.7-27ISO Standard, Item 4.1, 7.4 "Not achieved",
                                                     if list of suppliers not available or their annual
                                                     evaluation is not documented.

      2.9.2.1    When placing orders with             If no services are subcontracted, this question is to be
                 external companies, are specific     evaluated as """achieved""".Subcontracts/frame
                 conditions agreed in writing?        contracts must be issued in writing and be specific to
                                                      the type of service provided.Purchase orders must be
                                                      sufficently detailed to ensure the correct repair or
                                                      service is achieved.e.g. tyre make, size, cost and
                                                      delivery time etcRepair methods, for example, with
                                                      regard to painting materials, paint application and
                                                      repair specifications (repair manuals) windscreen
                                                      bonding materials, must be implemented by the
                                                      subcontractor in accordance with current
                                                      manufacturers’ specifications. Attention to future
                                                      warranty cases: warranty period and scope of warranty
                                                      must be regulated!Also applies to replacement cars,
                                                      emergency service associations, refitting, tool hire,
                                                      etc.HSO, Chapter 4SEAT: HSO, chap. 12.5.13,
                                                      12.5.15ISO Standard, Item 4.1, 7.4.2
      2.9.3.1    Is quality control carried out and   If no services are subcontracted, this question is to be
                 documented on sub-contracted         evaluated as """achieved"""Quality control (evaluation
                 repairs?                             of the subcontracted repair work including Group Paint
                                                      & Body Repairs) is clearly recorded by a suitably
                                                      competent person, signed and dated. SEAT: HSO,
                                                      chap. 12.5.13 + 12.7.27ISO Standard, Item 4.1,
                                                      7.4.3"""Not achieved""", if signature, date and overall
                                                      evaluation is missing.If no services are subcontracted,
                                                      this question is to be evaluated as ""achieved"

      2.15       Vehicle Handover                                                                                                                  Commerce Contract   -
      2.16       Sales Literature                                                                                                                  Commerce Contract   -
      2.16.1     Is the Sales Literature up-to-       The latest product literature for all current models of
                 date?                                new brand vehicles must be available in a stand for
                                                      brochures in the showroom (Except Audi).There must
                                                      be at least one copy for each model.Product literature
                                                      must be provided to the customer free of charge.The
                                                      information in the sales literature for each model is
                                                      updated and is continuously available for each Sales
                                                      Advisor in sufficient quantities.""Not achieved"" if latest
                                                      literature is not available or access to systems is not
                                                      possible.
      2.17       New and Used Vehicles                                                                                                             Commerce Contract   -




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      2.17.1     Is the product and price display    For new vehicles, price display materials and systems
                 complete and up-to-date?            defined by the Supplier should be used. Detailed
                                                     product description, figures for fuel consumption and
                                                     emissions.ISO Standard, Item 7.2.3"Not achieved", if
                                                     price display is missing on more than one new vehicle.

      2.17.2     Is there a Technical Check          e.g. internal check (evaluation of the in-coming used
                 carried out on the used vehicles    vehicles and handover inspection), optional external
                 and is it documented?               certificates.Completion of technical check, signed and
                                                     dated, MPC dialoguedDocumentation required!ISO
                                                     Standard, Item 8.2.4""Not achieved"", if the technical
                                                     check hasn't been carried out or documented on more
                                                     than five presented used vehicles.

      2.17.3     Does the Dealer implement the       The care programme for new standing and showroom
                 Care Programme for standing         vehiclesshall be carried out complete and in due-time
                 vehicles in accordance with the     according to the manufacturer requirements (detailed
                 supplier's specifications?          specific instructions for stored new vehicles and
                                                     showroom vehicles are to be found in ELSA or in the
                                                     inspection and maintenance handbook).Additionally,
                                                     standing used vehicles are to be washed an moved
                                                     regularly - at least every two weeks or depending on
                                                     the condition.ISO Standard, Item 7.5.5"Not achieved", if
                                                     the care measures haven´t been taken on more than 15
                                                     % of the vehicles.

      2.17.4     Are measures taken to prevent       Presented vehicles should be able to be driven out
                 damages on the vehicles?            withouthaving to manoeuvre, distances must allow a
                                                     sales presentation and the customers must be able to
                                                     pass by without getting into physical contact with the
                                                     vehicles.ISO Standard, Item 7.5.5"Not achieved", if with
                                                     more than 50 % of the vehicles, the driver must
                                                     manoeuvre to drive out or the distances between the
                                                     cars are to narrow.
      4.         Customer Contact                                                                                                               Commerce Contract   -
      4.6        Customer Satisfaction Analysis
                                                                                                                                                Commerce Contract   -
      7.         Brand Standards - Sales                                                                                                        Commerce Contract   -
      7.1        Primary Identification                                                                                                         Commerce Contract   -
      7.2        Vehicle presentation and
                 showroom                                                                                                                       Commerce Contract   -
      7.2.3      Does the use of the showroom/       Showroom vehicles of competitive brands must be
                 showroom area correspond to the     shown in separate brand areas.
                 supplier's specifications?
      7.3        Communication                                                                                                                  Commerce Contract   -
      7.3.1      Business Papers / Office
                 Communication                                                                                                                  Commerce Contract   -
      7.3.1.1    Do the branded external and         Headed paper, business cards, envelopes, forms etc
                 internal (in customer view)         used by the sales function Brand logo (shape, size and
                 papers correspond to the            position), extensions, use of correct font, formal layout
                 supplier's specifications?
      7.4        New vehicles                                                                                                                   Commerce Contract   -
      7.4.1      Showroom vehicles                                                                                                              Commerce Contract   -
      7.4.1.1    Do the number and model             There must be a minimum of new Vehicles displayed in
                 structure of showroom vehicles      the Showroom as defined by the Brand.
                 correspond to the supplier's
                 specifications?
      7.4.2      Demonstration Vehicles                                                                                                         Commerce Contract   -
      7.4.2.1    Do the quantity and model range     There must be a minimum of Demo Cars as defined by
                 of demo cars correspond to the      the Supplier..
                 supplier's specifications?
      7.5        Personnel                                                                                                                      Commerce Contract   -
      7.5.2      Is the sales manager qualified in
                 accordance with the supplier's
                 minimum specifications?

      7.5.3      Does the number of qualified new
                 car salespersons correspond to
                 the supplier's specifications?




SSM Checklists version 8.1.1 (12/06/2009)                                                                                                                                                                                  14 of 15
                                                                                                                                                                     Preventative Measures   Responsibility   Completion Date

                                                                                                                  Not   Partial Fully
      Number     Standard / Criterion               Reference guideline                                           Ach'd Ach'd ach'd     Audit Notes/Shortfall

      7.5.5      Has the dealer appointed a sales   A Sales administrator must be appointed.
                 Administrator (disponent)
                 responsible for ordering and
                 specifying new vehicles?
      7.6        Agent                                                                                                                           Commerce Contract   -
      11.        VW CV Specific Standards                                                                                                        Commerce Contract   -
      11.2       Brand Manager VW CV                                                                                                             Commerce Contract   -
      11.2.1     Is a brand manager nominated in    The Van Centre must appoint a Brand Manager (CV
                 accordance with the supplier's     Head of Business) and notify the supplier of their
                 specifications?                    appointment. The Head of Business role can be
                                                    combined with other roles within the business.
      14.        Partner Certification "LIGHT"      (only for audits with external ISO certification)                                            Commerce Contract   -
      14.1       QM-System                                                                                                                       Commerce Contract   -
      15.        Centrally Checked Criteria
                 (independent from Audit)                                                                                                        Commerce Contract   -
      15.1       Partner Audit                                                                                                                   Commerce Contract   -
      15.2       Business Management /
                 Reporting                                                                                                                       Commerce Contract   -
      15.4       Customer Satisfaction Analysis
                                                                                                                                                 Commerce Contract   -
      15.13      Sales- and Delivery Outlet                                                                                                      Commerce Contract   -
      15.13.1    If the dealer is operating one or Standards see the guidelines for sales - and
                 more sales- or/and delivery       distribution places
                 outlets, do these comply with the
                 required standards according the
                 supplier's guideline?

      15.14      IT Sales                                                                                                                        Commerce Contract   -
      15.14.1    Do the IT systems and the IT       IT systems, e.g.:- Vehicle ordering and specification-
                 infrastructure correspond to the   Vehicle information and configuration- Fleet and
                 supplier's country-specific        Business Management systems- Reporting- Dealer
                 specifications?                    portalIT infrastructure, e.g.:- File transfer / interfaces-
                                                    Data security- Infrastructure / Hardware- Access rights
                                                    management- Dealer portal




SSM Checklists version 8.1.1 (12/06/2009)                                                                                                                                                                                   15 of 15

				
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