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Document Sample
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?
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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
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