---

<..
·-
CHallenges @Reception & Quahty Gate# 1
Reception & Quality -Gate #1 -~ - . Root Cause of the Problem
~ . ~ ~ -
Manageme
S.N Area Challenges Man Method Material Machine
nt

• •
,
. ·"
[Rll Nol m~n!Joning 1he cxacl
~;;
,.~ Customer Remarks in AWACS
Capturing the exact customer SI\ Listening Capluring
w<>rds of LIie cust0mc r in
-~~ is not Clear
verbatim during AWACS ski ll is not Good
the /\WACS
·-"fr

• • •
~~-ij;, [Rl) Incomplete customer

~
Actual Concern is not mentioned in
Customer Remarks in Repair voice capturing in the
the Repair Order
Order is not C lear A WACS by SA'S
-:~~

I-!l
--~
11·
-~-
C
[R2]
Customer Voice Capturing
of Symptoms & Conditions
by usingDQ
S}111ptoms & Conditions of
Customer Problems are not
captured clearly in Diagnostic
Questionnaire (DQ)
Lack of Pro bing Skills /
Ready Reckoner Not
mainta ined during
AWACS
• • Lack ot Prpoer
Undcr~wooing ot"the DQ

In cffcc th c /

• • •
-~ CGT not able to effectively diagnise Lack of
~
- .t'\.':I
. [R3]
~ the Customer complaint due to ~l am1 gcment
:___~,. :~ Diagnosis of Customer
C omplaints
improper capturing of Customer
Lack or Probing Ski ll s.
R eview &
-:, Voice. Guidcnce
1:F
..,_
-=-
l~re.

~-~ -i

• •
(R3]
Improper DQ Filling due to Lack of
;:;.. Main Cause Identification After Diagnosis Skills. Road test Tracker
,,s Skill.
" ,.: Diagnosis.

--
_,~i
~-:: ,.
_t;:;;
..r .[R3)
Job Instructions Based on
Diagnosis & Probable Cause
CGT 'S Job Instructions Quality is
Poor
Poor Job Instructions
QL1ality.
• •
\!i
• •
QG# l Performance RO Audit
Inctlccti11: focdbad,
Rejections ( Visualization &
Mechunisrn
'- 1 Review)

1. Enhance Probing Skills Of SA & CGT.

2. Enhance Diagnosis & Job Instructions Quality.
 Quality Gate#l
Month No of Vehicle Reported No of Rejections Percentage Dealer: HY03A

I '10 foio
QG#lTREND-MONTHLY
QG#l REJECTION DETAILS
3000 2498 2635 2503 2532 f 9%
10%
2500
8%
2479
2000 7%
6% 40 1
l
30
1500 4% / 6% 5%
3% 4%
1000
3%
2%
20 i
500 52 55 74 147 79 96 140
1%
0 • • 0% 10
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
0
- NO OF CHECKED - NO OF REJECTION - - REJECTION RATE Rl R2 R3 R4 RS R6

Prioritized problem @ Point of occurrence & RCA Action Plan & Implementation

<iQ bs, Q~Lu.-hbw ~ cJ.r-ud-0 ,fq_ian

~~ .1, Dep:ulrvu.,rJ- ..-0-{,J a,t.(_

wh
"

wh
Weekly Monitoring

D
}-
edBv: Reviewed by:
 ~
~
FIR Activity - Quality Gate # 1 Tracking • YTD \ ~

Dealer Name:HYOlA

Locatlon: SAHTHNACiAR
Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec YTO
,.,~ROi(}llrl,t,d
lb~~ 7l{~ )t.35 2-?J''1 1.1.\~ ,Sci3 ~J2,.
tb. d RO\ ~~
<s7-. S".:s- .::p, l'-1~ ~ 'H:, Ji lD
Q,,w,lfty GA.W t ~ )Kd,M ,.._
-z:-1- ~/.. 3'/, h'/.. ~'I- Li·'/, S''I
ciu.tltyiG.te,i T.-,et 10% 10% 10% 10'.t 10'.t 10% 10'.t 10,, 10% 101 HIS lOS 101
..J.,.,.,, .....
Rl •Tw,e a/,... flCll de.- il'I AW,CS

IU'Wton'le'~tdjobl notdall'
~
Ii..
\3
ft;r
1."-\
l~ '2s
~o
1~
0 2-3,
+
I,
,~
i1
I U ~ h/ npecUClllddall . . . . lNDtciea'
~ ~ '-\. \\ t'L 0
R-4<..M:arldJoblnsll'uctlan,,i;itO.,
I 7-. 0 4 0 0 l-1
RS<.tiT~Jcl'prQblcm~r«-a.ble
0 I:) 0 s- '2...1\ a ~
R6- 0Nl:lln d'ICcNp~/tc:pllf'anls'
'L\ \t) 3k .q.'2 9_'1 21-. r-Pi
Humber af Kitj«tionl,-SA. wise

c,t-Jn f'.\ ~" m.

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1l ~

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.
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 ~

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"!""'I Qualit~ Gate# 1 Performance & voe Ma~~ing - Month I~ Summary
1 11!'.
-

Month Jan Feb Mar Apl May Jun Jul Aug Sep Oct Nov I

No. of Vehicles I b3'1 2~1~ 1b3S l-3i\\ l,~:f(l 1Sr>~ '53'2-

QG #1 Rejections
' . . . ...St- )> ~
s-s-
• !
~'-\
·•
I J.,f:f ~n 9{, 40

Quality Gate # 1 Rejection

Rate
31,. t1a 3"/T> (/lo i % Ho/~ S-%·
I
_ir~J1-_~v¥1 ¼·1S€ :il(6
Total IVOC's
1.51-
____/~lo (

,voe Related to QG # 1 g
). 8 G 1 'o ½
% on IVOC IJJ,, /yo/4 3~% rd!o to% 5% 101/o
-
·-----".... --· ... -- ·--~- ·-· --
-· M ••••• . v..- ··-· •. .. -
Qualit~ Gate # 1 Performance & voe Magging
\\.t~ l4b
4o

I
100

90

80
6~
~, ~°'
70
I! l-$')....
60

50

40

30

20

~
10

0 ~
'b 6 1 5' 11
Jun Jul Aug Sep Oct Nov Dec
Apl May
Jan Feb Mar

,voe Related to QG ti 1
.... QG #1 Rejections

~ -- -

lL

Focus Area Concern
1) (R6):chip & chip details
aren't menstion properly on
QG#l
SMB like(millage, PDT,
Custo mer Remarks)
Review meeting conducted with SM san & AGM GM san and FIR Coordinator
RO Quality Review meeting
Observati on Action Plan
1) lack of Tabs at reception
l)Tabs procuring it is under process 2)
Area
Leave planner strengthening to avoid sa
2) SA are taking unplanned
over load .
leaves
 Production & Quality Gate #2 Root Cause of the Problem
Area Challenges Man Method Material Machine Management

• •
[RI ] Confirm all
During Peak Hours Tech'n Not Checking the
Jobs done by Tech'n Customer requested
Gate#! check is not QG#I Seal before start
is as per AWACS/ jobs are not done.
happening Properly of the Work.
RO Information

• •
[R2] Check all Customer requested jobs lnprocess Quality Check
requested Jobs done are not done with Lack of Technical Skills not followed rigorously
With Quality quality. byCGT

[R3] Check & Monitoring is not

Confirm all happening due to work Continous Monitori ng is Post Road Test need is During Po;;t Road Test
Concern Fixed [if load on CG T's and final not done By CGT due lo not Done for customer concern i.<; not
required Test inspection is not work load / planning rccommneded vehicles. \'eritieJ proper]'.,,
Drive] happening.
Tncffcctivc/ Lack of
l\11.tnagcmcnt Rc\'ic,Y

•
Vehicle stagnation JC could not find the Communication Gap N0 Proper mcchani~m to And Guidcncc
in Shop floor Vehicle in time bet,~ 1,;cn the Shop identil\' parked \thicks

Wash 1 not

•
. l . Prioritization not PDT Mentioned in
2i Happening for all Vehicle Not prioritised
happening for Wash 1 Mirror Hanger is not
'' Vehicles _at peak based on the PDT
vehicles matching the actual PDT
hours.

• •
Check All Customer Concerns not Pre road test should be
Job I.nstrnctions Not
Requested Jobs Fixed with Quality and done us per Customer
Clear by CGT
Done With Quality taking More time. Complaints

1. Enhance Technical Skills OfTechnicians.

2. Enhance CGT Role & Responsibilities.
 Quali Gate#2
Month No of Vehicle Reported No of Rejections Percentage Dealer: HY03A
EM Bay inspection
GR Bay inspection

QG#2TREND-MONTHLY QG# 2 REJECTIONS DETAILS

3000 20% 70 · I 1'2.
2498 18%
2500 16% 60
14%
2000 50
12%
1500 - 10% 40
8%
1000 0 - ~
30
6%
5¼ ............_ r¾-----4%✓ ::,;,'5% ....
4% 20
500 59 2~ 6Q 89 104 60 164 133 2%
10
0 0%
JAN FEB MAR APR MAY JUN JULY AUG SEP OCT NOV DEC 0

Rl R2 R3 R4
_..,._ TOTAL NO OF QC

Prioritized problem @ Point of occurrence & RCA Action Plan & Implementation

7 01~1)i7) ~ /(/UJ --f-!J l>Jv...Jl7 '7/J ;() tel-- sJ.JI- o..,.J-

w~ ~ 'lt.11 0.r,\'.l ( L- "5-?J

I
-+t, d~ , /< Yioc.c ~tc__ k. t3 u I, -1-<..a. '?)
I why I l'l')o.b~~vJ 0a-J- qk__ ysg~ . 2:xUeJ:--On JJ4J_1.f'cld{n½J
bYv fro <.LtJ
wh ~ B~/!. -~v~u,,(__ 1 w',.y. /,\J!.( t,, 1

Weekly Monitoring
hJtL'K _

29 /=r-/r9 .
lfa)UJ.- ~ oj__f)W4o«. ( ~
Reviewed by:
Prepj ; ; By:
~.,
•"ffl
I '\ ,,
\' ,, •~·.•
FIR Activity - Quality Gate # 2 Tracking - YTD
,,
·::tr
Dealer Name: HY03A

Location: SANTHNAGAR
Monthly Jan Feb Mar Apr May Jun Jul Aus Sep Oct Nov Dec YTD
Vehicles Reported for QC j,l.(,f 24~& /b~lf ')\~~ 13%0 1g4 0 2-1.-SB 0
No. of Vehicles Rejected
61 00 ~9. L04 60 lb~
~,.
0
(Internal Re-Repair) \33
Quality Gate#2 Rejection Rate qj. :). s·-J. s·r l{'/. q;~,. '!;1a
Quality Gate#2 Target 10% 10% 10% 10% 10% 10% 10% 10% 10% 10% 10% 10% 10%
I

Rejection Items
·-
R1-Check all Requested Jobs
done with Quality.
R2-Confirm all Jobs done by
Technician as per AWACS/RO '-10 lpf ~~ 8~ 46 G~ \\2--
R3-Check & Confirm all Concer;~s
Fixed. (Test Drive) II ~ - lO ~ so \\
R4-Write Appropriate QC
Remarks. g - - 6 6 sv 10
I
.
Number of Rejections•
Technician wise
· - r - - •---,
IAI n_ k"" cl 3 ~ 8,
~ ► -A.__t ~nu € <is 5" I~ -:,-
-
i
f'rt I I Y'll t~ 6 ~ ~
A. · AC hnK to G g 1-::f. \3
Om ~n 1 l 2. I 1- y \
er..tLh~ n Lf
li ,C( o.. rn :.1) H Lf ~
, f l'\'71 11 --LL , , I 3 I
-

I -
<i7L ·~ 2.
w l,_ ,_ lo ')_ G II
·-
fl.. . VN'"ln

~ l. \ l4 6 'is 9 3 11 &
G '5" 4 ~
y -~ -
V · ~(-1.."1 va_ -
IV'lFl C~...-i ";f \3 ~
,<l.hn~ ,l 3 5 '5"" ~
('_h. rro.· 11eJ.L ..3 l.. l{ ca ')_

.!J:t 1~a'...~ 3 6 ~

,
(j' P..va Wm 3 y 6 {" -
\/,.nlL ,..' ..\-lv ')_ I I I I -
-
·-
A 1'n..:i t,~J.lt 3 4 {, .1-
h ~ lO 9
--
Cc.. O I .l'Y'I ,-_

--
I.z,,, .~LJ .IV) 'a ~ 1. ~ ' ':f- --=,...
.~h"~ '2-- 3 H -
~ 'll~ On~ '.J_ 3 ..1 9.- Lt
- ----
'3
-
----
21YJ'2an J- )_ 9
AU
' r--
3 4 6 { I ~

~ V - -----i____-
 I
- i' !
Qualit~ Gate# 2 Performance & VOC Magging - Monthl~ Sum~

Month Jan Feb Mar Apl May Jun Jul Aug Sep Oct Nov Dec
No. of Vehicles lb=f\ 1'-1C\& ~ror 1,3.S"~ ?-4~1 iro3 ~:i5J
QG #2 Rejection·s ri-. ·f r -:,-~ Ivl::r :,-q 9& l3)

QG #2 Rejection Rate 3% 1,,t o 3'lo 610 3% t(J,, 6%

Total IVOC's 218 2'-(o 21.~ lS-8; j I.( 6 .lS1- ~lo
!
IVOC Related to QG # 2 19 2.% 1.½ 8 2..~ 3 a> .2.o
·-

% on IVOC
.
I I Y.
·-----------
8 J/1 101.
--- ·----- --
3 '/,
.
91.
- -
1, ~1. ~/.
-- ..
------ - --
- '

!
I Quality Gate# 2 Performance & \[OC Mapping
I
!

!
I

i
I
I \"3'b
i ,~1-
~b
I

I
I 100
~
I

90

I HO ~
/ ()
I
GO
06
°61--
I ~u
I
1\0

I 30

I
I
I 20 c;lS
~ '~ YJ
)0 \

10 \ ~ b
IVOC Related to QG # 2
0 ...... QG #2 Rejections
Jun Jul J\ug s~ Oct Nov oec
Mar Apl May
Jan Feb ~

F
l L
 . . ,

BHADRA CGT_ DAILY TRACK SHEETJuly'19

SLNO PASS/ F DATE JVOC

VEHICLE NO CONCERNS SA NAME QC FAIL REASON TECHNICIAN
AIL

1 AP26AX3260 VECHILE PULLING RH CHANDU PASS ANIL 9/7/2019 Customer is dissatisfied due to veh icle pulling after wheel alignment.

2 TS09FC4466 30KM WA WB WOBBLING SYED PASS V.SHIVA 10/7/2019 Customer is d issatisfied due to wh ile applying brakes getting vibration.

**09849190246 :cug:Mr.lndar is dissatisfied due to after the service gear

3 TS09EL0256 SUSPENSTION NOISE SRAVAN PASS A.ASHOK 10/7/2019 became hard (Saraswathi)

9908392075 :MR.NIKHIL is dissatisfied due to roof light not working,gear

4 AP29CA5951 FT SUSPENSTION NOISE RAFI PASS MURALI 24/7/2019 not working properly (Saraswathi)

ill
II
CONCERNS
PRA TAP CGT DAILY TRACK SHEETJuly'19
SA NAME
PASS/F
QC FAIL REASON TECHNICIAN DATE IVOC
SLNO VEHICLE NO
AIL
**9666884313 :MR.Shiva Kumar is dissatisfied due to all side doo r some
1 TS07FN0004 60KM ALL DOOR LUBERATION ASHOK PASS SHARATH 1/7/2019 no ise is occu ring,and some light prob lem not rectified (Sa raswa th i)

VECHILE VIBERATION SOUND IN

2 AP28DD3637 ABIJITH PASS LAL KUMAR 4/7/2019 Customer is dissatisfied due to getting noise from under body.
ROOF ROAD

9948536436:Mr.Suresh is dissatisfied due to while giving for service

3 AP28CL1122 130KM AZAM PASS PRAKESH 10/7/2019 informed about clut ch problem while applying clutch some noise is
occurina and from dash board also some noise is occurina ISarasw athil
A/C BAD SMELL COMING,STEERING
4 AP1152268 ASHOK PASS PRAKESH 22/7/2019 cust expressing dissatisfaction on steering hard(azam)
HAR D

BASHA CGT DAILY TRACK SHEETfuly19

I
SL NO VEHICLE NO CONCERNS SA NAME PASS/F QC FAIL REASON TECHNICIAN DATE IVOC
AIL

**09848011007 :cug :Mr.Tushar is d issatisfied due to vehicle in 2-3 gear

1 T509ES0693 BODY VIBERATION NOISE P.SRAVAN PASS LAL KUMAR 3/7/2019 vehicle vibrating problem not resolving this is repeated concern now
customer want call from TKM ISaraswa t hil

TS10EH9955 BRAKE DISCS SKIMMING OF SANTOSH PASS Customer is dissatisfied due to while applying brakes vehicle getting
2 SHARATH 13/7/2019
vibration .. santosh s

FR BOTH MODIFIED SHOCKS R/P PASS MURALI 9908392075:MR.NIKHIL is dissatisfied due to roof light not working,gear
AP29CA5951 RAFI not working properly (Saraswat hi)
DONE BHADRA GOPI
I
 MONTHLYCGTBESTPERFOMANCE

J~
'.
- . "" .

Repair Quality Review meeting

Focus Arca Concern Observation Action Plan
QC/12 Repair Quality (R2) Major Issue 1) Tcchlnlclan not Focus on the Customer I) Training Given to CCT 's and Technicians
Voice On Doing Regular service lmporntencc of Customer Voice
2) Daily Monctcrlng of Rep,,lr Quality We
checkin1,: Random ROAflcr finish the Work

,-----------rl
Review meeting conducted with SM snn & ACM san and FIR Coonlln<llor
 Washing & Quality Gate #3 Root Cause of the Problem
S.N A1·ea Challenges Man Method Material Machine Management

Lack ofKnowledgi:: on One Vacuum Ma.:hinc

.,•:-'
•,
~

11'
Vacuum Cleaning
Vacuuming not
happening With Quality
using different type
Adaptors. # # not \\/orking Some
Tim.:s.

'
-
-,~,-
(.C
l
••

~
Floor Mat
Floor mats cleaning not
happening properly.
No proper dryi.ng of the
floor mats is happening. # Due to Air Stop Liver
damage the Air pr.:~su re
less
t, #
~~1 ,

i,
,.
.,;p,
-

,; .I'/,

"
.
Door pockets& cup
holders .
Door pockets& cup
holders cleaning not
happening as per
customer expectation
Proper Tools Not used
while Doing the
Cleaning in Cup
Holders& door Pockets .
#
Initially Clean With Wet
# # lnct't'cctivc/ Lack of
M anagement Rc,·iew
Neglecting to clean with A nd Gu idl.'ncc

C
. -

.,e,~-·
,
'>. .........

,'
,
windshield .windows .
miITor.glass
Cleaning of windshield is
not proper
dry cloth a!ler using
\\ iping with we! cloth .
Cloth After That
fin shing Shou ld be don..:
by Dry Cloth
# #
2 'M_ Washing Team
Engine room cleaning
,_ Engine Room not happening as per
TKM Guide Lines.
Neglecting Engine
Compartment in Peak
I four's
Process noi Don..: As Pi::r
SOP # #
.. ,
Door Nl,n .\, nilabilit:, of di.ffert>nt

,, ·-
pannels(front.Rear.Dic
ky)
Door pannels not
cleaning properly.
U sage o[Same Cloth for
all Panels

QC not Passed as per

# cll,th fix di tfors:nl Pan,·ls. Eg:
Dashb,x1rd. Outer pand #
3 Improper QC
Washing quality very
less.
rccommcnedcd
Standards during peak
] lours
# # #
 Quali Gate#3
Month No of Vehicle Reported No of Rejections (vehicle/area) Percentage Dealer: HY03A
Interior
Exterior '36%

Prioritized problem @ Point of occurrence & RCA Prioritized problem @ Point of occurrence & RCA

flol:-
why

rouc0
wh

Action Plan & Implementation Action Plan & Implementation

/3t ~ wippi j

1)-row'n a urJ.e'1/ pyt)~

0 l'\,(_,L
AY D"7/ h
h.lu le I! r()O T) O tr,,1M --+-f) 91..ef e.J, 'Q i,J ~ -h::/ ft. uv' .f.o eiuiw
Tu J. wu..1/-

Weekly Monitoring Weekly Monitoring

>Ju I-' :tr

~
Preoared By:
Reviewed by:
•~
,.. •
. "}•~11 •
'
"\7' , 1 I

FIR Activity - Quality Gate # 3 Tracking-Mon,t hly

. ..... ~,
' I

-.I' .• - - •
-

- i.<", ~
r

•
.

Dealer Name: RD01A

'
Location: SANTHNAGAR
Month JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC TTl I
Total No. of Vehicles washed l'.M'l~ 2.4~s' 1S.::Ji- '2.300 361b 1--ti so u.1.n., ''I
Total No.Vehicles Rej ected ~lJ., lObC \j/1 ioo ll13 IO>c 'fi:..,
Total No. of washing defects Identified 1t~l) /.1, IO (76! hlf~ "315/ l 2-~
}3fJ..-
QG#3 Rej ection Rate ~¥-'I, lJ 3 ~,. 50'f. ?R'/. 3~1- Ld '/. 3Cf/a
QG#3 Target 15'.t 15% 15% 15'!; 15% 15% 15% 15% 15% 15% 15% 15:t

Interior Defects-Breakup 0 0 0 0 0 0 0 0 0 0 0 0 I

Dash Board
½'5' Y.1- 5► J.i9 b~ I-to (, 1-J -- ;
Comt imeter
ryf ~Lt ::t9 (;~ '?)l- 6€ ~~
Steeri ng Wheel
G<:L 60 ';f 0 BY ~).. (,'f Yi.
Gear Ler er !'n ob
53 SI %~ ':f~ 6"~ ss S-:J-
-·
Door Trims ~t, y~ G½ 61 90 60 4"f-
Door Pockets/Cuphold~rs
GI +I ':f~ ';{~ ";f- 3 f;~ 14
Seats ?~ 01 6½ '::f~ bt 6-o ~
bl- 1i- "=t ig 6,6 -~
Fe<:~ W.ats 6'~ :::f~

RO?f Lining -5'9 t;"'6 ~ 9so +½ ';f3 Lf1

Pcnr lntetior vacuuming 41-- {;6 ~).. 01 -=t1 Sl 1--2-

0 0 0 0 0 0 u 0 0 0 0 0
ExtE.>rior Defects-Breakup
,_-
Windshield / W1ll<loYt Glass / M(rror5
ct\ ~~ +9 €35"" 5~ ~i f·d
--
E2 6€. ~o 't I 5b t-f=!-
~, ~ca
Lamps (Head / Foa ' Tall) C,';1- -
~

front Grill :l½, 5b gg --:(:( b:J--

-
Engi ne Hood Panel ½o Y'& b'l: G3 6'1 S'o 1-J I
--
RoOf ;>anel so 3~ 4 ~ ~ S& 5~ 3r 1

---
I
- - l (Fender / Rocker I QIJal'trr)
soJY pane tJ ~ '5 <t t,"~ '3 1 11 ~g S-b 1
!
Is (Front / Rear / Dicky)
50 fj~ b'5" i ~ b~ '56 4i_
-
o,:,or Pane

[lumper (f rolll / Rear) '5~ 61 (,~

,...

{,9 69 5~ 54 I
Tyre & w1~ el Ci,ps y~ ½~ '54 £~ 6; 46 u
Wheel Guards 5'1 60 C'J.- bt, C1 56 - ~
~pare Wheel 5~ 6"),.. 61 -:r, 66 51- K?_
E09lnc Room '5'8 61 b~ ';:J I ';fb 6v h2.. II
--
~-
Ol~ky Spa.:,,
~3 t;s- 6~ t;-L Slt 'J'S' S2. I I

under Chassis ) l/ ~
'54-- 4t
U? I
~R 5l/

<.
1)'t \
...
, r, ~ I
I
Qualit~ Gate# 3 Performance & VOC Ma~~lng .. Monthl~ Summary I
~

Month Jan Feb Mar Apl May Jun Jul Aug Sep Oct Nov Dec
No. of Vehicles ."2. DH' 11.f (r° 11r-1~ ]300 ;3St6 2,1.(fO 261.fL

No.of Veh rejected q6~

~ \Ob~ 1311 ~00 r1q3 IOU,

Total No. of washing defects Identified )U,3 13?.f'" JM6 rb3Z..- lb(/ 13f:1 ('7,~

QG#3 Rejection Rate i-:,-1. 4.3 '/, '50~ l.S~·-: 33"/, YI% 3£~
...
I
Total IVOC's JI~ .l~o .ll.~ .2 si .J t( b :ls~ 8110
-·---
IVOC Related to QG # 3 l'l. 15' .)..0 IS" .l ~ ol- l6
% on IVOC '/. 3 1" -i.:.I.
- ..
i J. ~ ! '.l-1/.
- ·-- -·· -- - -
' 1/.-11/.- ;_---- - - --

Qualit~ Gate# 3 Performance 8.t voe MaJl~ing I

t
JJOO \O~~ \oll
_I,

o,oD
"''~ ,o')..b
~LI{
~ '10
i;'P;O
~ I
~70
G6o
~:;o
oi-- ~

~lO
:iJ,
• :rn ~5" '.}j) 'Q,
-
. . I½ '
. 20 '
Jv
·10

Jul Aug Sep Oct Nov Dec

I Jan Feb Mar Apl May Jun

--- No.of Veh rejected 1voc Related to QG # 3

I
 ~
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-q-J ,q,
\
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(C Mb 1 12 1 TS09EP2323 IN NOVA 07/05/2019 18:52:20

General Service [Washing
cnsmm~r d 1o;Qt1~_,rn! dut"'-tr.i tl~ .;iy 0~
r(TPM1 f P)ir eao t lt-' r SANTOSH KUMAR SERYALA
in
Qua lity]
~

-- 125 DL4CNE4983 FORTUNER 07/18/20191 1:16:18

General Service [Washing
9849360684:Mr.Ravi ls dissatisfied due to over all water washing and
cleaning not done up to the mark (body.intemall.thls repi,att d concern
SYED AMEER UDDIN
Quality) but no change in w.ishing (Saraswathl)
- 9849847907:Mr.Gopal knshna ls dissatisfied charges are too high.over alt
.I: C-..'i/'I .'cf.' /\ ----~ 136 AP09BM9283 COROLLA 01?1llfi! {tS:49
General Service [Wash ing
Quality]
water washing and deaning r.ot done up to the ma rk.with out doing
adjustment or work service people saying to change the part.while giving
SWARNA ASHOK

- deliverv 5-6neonle beino-their !Saraswathil

-----
.._/
>
153 TS13EA2386 INNOVA
\'l--\ ,., ' ]
07/17/2019 l :34:13
General Service [Wash ing
Quality]

General Service [Washing

..07416378580:cug:Mr.SIDDIQUE ZAMAN HUSSAIN Is dlssat!sfled due oo
interior cleaning not done up to the mark (seats.mats) charges are too high
(Saraswathi)

9912941069:MR.SHIVA is dissatisfied due to over all water washing and

cleaning not done up to the mark.while takmg app informed to do water
MDAZAM
-
160 AP9BV7779 INNOVA 07/08/20 19 11 :19:52 N UDAY CHAN DU REDDY

Vtfl\C 0 0 ~
,., - 161 TSOBGD9063 INNOVA 07 /~{?;!/14 :06:39
Quality]

Genera l Service [Washing

Quality]
washing neady this is repeated concern but problem not recdfied
(Saraswathll
.. 8328259663:cug:MR.DURGA RAO is dissaasfied due to over all water
washing and cleaning not done llP co the mar!< [S;,raswath1J !( ABHIJIT CHOWDARY
/
-- -
164 TS10ES9595 INNOVA 07/06/20 19 12:25:57
General Service [Washi ng
0 9985766345:cug:Mr.Pratap ls dlssatisfied due to over all water washing
and clea ning not done up to the mark (near doors) (Sarasv,Slth l) DEBBEOA ARAVIND
Quality]

tl2: reg ,lit b

- -=-· - "Sf+ I'\ General Service [Washing
• ~~-?;..;3,;..::_7~:"tt!~-~ M:-.~~:.:!t::.. !s =!~~:'!~ At"~~- - :---"Ir,..;:_, ... - .- ·
clone up to the mark.( ne-a r A1rillte r).chargec! the charge.:s but war\<. not
M

P \'iOTSNA

r-
--
166 TS07ER9990 IN NOVA 07/12/201911 :42:04
Qualityl done (Saraswathi)
(L1ClsS _
1
_, -
General Service [Washing "'7893563440:cug:Mr.Shanke r is dissatisfied.due to over all water
167 TSOBEZ6688 INNOVA 07/06/2019 13:54:15 washing and cleaning not done up to the mark (Saraswathi) SANTOSH KUMAR SERYAI.A
I Quality]
I

-r 0800S557364:~1r.Varma is dissatisfied due to over a.II water washing and

General Service [Washing
,'" 17'? REGNO II INNOVA 07/09/2019 11 :35:33 cleaning not done up to the mark (Saraswathl) SYED AMEER UDDIN

--
Quality]
I \

:, 1_
I

I ✓ 186 TR2417 ETIOS o?;~)}oU la ,04,34

General Service [Washing
Quality)
CUstomer is dissatisfied due to washing not done proptrly and dealy In
delivery.
P J'iOTSNA

,·'•;
"
1:
,·,)
~

r 195 APZ9AQ3702 ETIOS 07/03/2019 16:58:22

General St'r.'lce [Washing
Quality]
9246202389(cug] : Mr.Ami kumar Is not satisfied due to interior cleaning
was not donl' pro~rly(inslde the dicky),water washing was not done
properly and A/C is not coollng(suprlya)
P SHRAVAN KUMAR

1
:,· ••9391 110528:cug:Mr.VENKATESH is dissatisfied due to over all water
'', 197 TS07ER9990 INNOVA 07/06/2019 13 :04:34
General Servlce [Washing
Quallty]
washing and cleaning not done up to the mark (near A/C lllter).stalf
response Is not good.delay ln delivery (Saraswathl)
PJYOTSNA
!
,:
·., ,.9S05016363:Mr.Srinivas Is dis.satl~fied due to ovrr all wate r washing
,·,' 199 TSC'°FP4950 IN NOVA 07 /16/201"' 10:52 :45
General Service [Washing
Quality)
and cleaning not done up to the maric.rlghtside doors Ice cream not p SHRAVAN KUMAR

'
:,
cleaned.not applied shampoo.after doing W/A.W/B vehicle pull mg left side
(Saraswathll -

~
'

-~-.. . . . 4
,
Focus Area Concern
Washing Quality Review meeting
1)INTERIOR: Steering wheel &
Roof linigs not cleaned properly
2)EXTERIOR: After washing Water
QG#3
strains on the Grill 3)Spare
Wheel not cleaned while doing
under body wash
Review meeting conducted with SM san & FIR Coordinator & Washing supervisorfs and CRO
Action Plan
I
Observation
1) Training Conducted Newly joined Washin
l)Frequently changed Washing
Staff About Washing Process 2)
Staff (contract team)
Daily Monitering Washing Quality we
2) Lock of Washing process Newly
checking Random vehicles after QG#3
joined Washing Staff
3)We prepared Leave planner & stregthend
3) Washing Team taken Unplaned
4) If they didn't take leaves we planned
leaves
Surprise gift given to Washing boys
~
. ....
--·--···
·----it
, -
Motivation Gift Given to Best Attendance
Se;;; AdVi'.i-Or Name~

calcr Narne: ~Q.d-,h).

- - - - - ---- -- . -----
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k 11 J:h,'fltA. ri--oyo ~
\_f1 CTDMS ID:
DealerCode:
180 ';:fJ-6 ()
\-\yo.2.A
f
Evaluation

Is ,·,o Main Topic Areas of Evaluation

Total Marks t----;1~st;----,-_;;~2~n.:;d~~-r--3-r_d_--l ~ ,
Date: Date: Date:

Greeting & '":ourtesy 2 '2.-

Walk Around Check ProceS$ 2 ".2.-
System Compe,tency 2 ')..

Diagnostic Questioner Usage 2 I

Reception
Job Planning & SMB Knowledge 2 '2-
EM60, EM90, EM120 Promotions 2 I
Reception Lead .Time (15 days samples data) 2 '2.
Estimate to Invoice Variance (15 days samples data) 2 ')__
Reception -Total 16 \ L4
Job Stoppage Management 2 '2-
2 Production Viva 1 : Campaign Awareness 2 ~
Viva 2 : Additional Job Handling skills 2 I
Pr ·duction - Total 6 6
Delivery Preparation 2 ')...
Job Explanation 2 ,::i_
3 Delivery Customer Feedback 2 2-
Invoicing & See Off 2 I
On time Delivery Rate 2 ')._
Delivery Total 10 C\
Usage of Technical Explanation tools 2 'l-
Awareness on New ?1oduct. Features & Bulletin 2 :)..

4 Technical BP Knowledge 2 I
Warranty Polices 2 1.
Working of System 2 ')_

T.. ;;hnical - Total 10 OJ

, -7 ------7~C::;a-;;ri~ng:;-;:A~tti:;;tu : d ; : e : - - - - - - - - - - - - - - - - - - t " - - : ; - 2 - - t " - - : :2....,:-L-
; -+------+---- -

Attitude and Complaint Handling 2 2-

5
Behavior Behavior 2 "l-
Proact,ve Approach ---------------1-22--l -~'l..-
~=--t -----+-----_J
Attitude and Behavior Total 8 9,;_

Total 50 4~
Passing
Topic Total Allotted Eval 1 Eval 2
Marks Eval 3

Reception 16 13
Production 6 5
Delivery 10 8
Complaint Handling 10 8
Attitude and Behavior
Total 50 40

Result
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Customer AWACS
Reporting Preparation

Ensures Complete Transfer ot Cus\otnet 'Jo\c~

 r.-.

l l. Custcmer Voice Capturing .

2. Problem Coofirmati.on.
3. Preliminary DiagtlOSJS.
. ~
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I_ - - - - - I . - ~----
i§!W§ii@tA· __: 1. RO Quality Ch~k by Jc-=-.--"-~
..______,.___,;;~;..._;;..·. . .·; .~1 I 2. Feedback to SA.
3•. f orrect.RO. . .=~~-~~~
r~~m~ ~ r~n.
Through · ·1l
C·
E xplanation of
Reports.
1. Diagnois & Repair.
2. Report.
-

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_ 0ua.i. ·t• ~•, .. .,1o<.-1-.. ~,o,.••~ •u __

Quall ~
-
= -.-. -
-- - - - - - - --auiuw G.atc 2
~~- 0:.-..v ,. ,11,u ....;;;;:;--

Gate - 03 ,_______
ate - 02 ,,

-------~
--:-;:-_-=-.~ ~.41/!m~-=-
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~t;~air Quality Check by ~-.._.-·$.~9 ... J ~.l ~;-;;~ ~- ~.:.
R'iMH■
2. Feedback to Technician. .,._.-_. ·
1. Qua lity Was h ing. 3. Crrect Repair. r~ •vt@li.
~
2. Report.
1. Washing Quality Check. " " : ; , .....; . -
;. •
11111 - ..
A

2. Feedback To TM. ,..-.;......_

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.
: 3. Correct Washing. \.,. ' . ..,, ~

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[__R_e_p_a_ir_Q_u_a_l_ity_C_h_e_c_.::.,.k_ _ _ _ _ _ _ _ _ _ _ _; .,;,. ,_;_, ;____..]

Production \
,-----
1
Quality Gate
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CGT/TL Check & Update I

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Involve TL if Required I ✓ Documentation I

:ac Inspection I

, ____ ____ _
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Delivery Happy
Customer

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Ensures 100% Repair Quality Confirmation 1
(_w_a_s___,;;_h_i_n_g--=Q~u_a_li _·_ _ _____:T
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Washing Quality :
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\ Production ] Wash2 Check & U date :

------------------'

NG OK
Benefits: ~.-..i Delivery

✓ Defects Out Flow Prevention

✓ Team Member Skill Enhancement
✓ Quality Washing on the Vehicles

@TOYOTA
 ivoc L NKlt.J(s, ( w 11H F°',R,_
) GiATE..'3 r.r---...

"
Month Reception Production Wuhing
9
!
QG#1 QG#2
~ vq- I'\ Quality Gate 1 Quality Gate 2 Quality Gate 3 QG#3 PIC
No.
Cuatomer
Name
\Joice of customer
Walk Around
[Listen & Observe]
Walk Around
Repair Ordcr &
Diagnostic
Questionnaire
Pre Road Test
[Problem
Conflnnation]
Work Instruction &
Job Dcsptach
(Confinnatlon]
PIC
Repair Order &
Diagnostic
Questionnaire
Workmanship ·
Inspection (Quality
Audit)
I Post Road Test
{Confirmation]
RJ.. Confirm a.JI
I QuaJ;iy Control
Check
sheet[Update)
PIC
Washing
Workma nship
Inspection Interior Exterior
Washing
JC Name R2· all Requested CGTName Qualily
[Listen & Observe) (Capture] R3-Diagnosis R4&RS· Job [Update] Concern Fixed R-1-QC [Qualil)' 8r,2k Up Brtakup
Jobs done with through Te-st remarks/recomm~ Audit) Inspector Name
Walk Around R2· Customer Inspection details & instruction & RI - All jobs done by
[Listen & Observe] requested job in Cause in DQ Pre acknowledgement In Technician as per QualityWorkmanshilDrivePost Road Test / ndatlonsQualily nn1erior,F..xte

Customer
Name
De scription Vehicle No Model Service Advisor Service Advisor Chief Technician
Chief Technician &
Job Controller
Technician ChiefTedutician

'
I
Chief Technician
I Technician
Washing
Inspector
Washing
Inspector
{!)
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