Service Promise

S.N. Evaluation points Check point 1 Check point 2 Check point 3 Check point 4 Reference documanet /picture
Points
Additional 1 person for
Housekeeping staff - available Hired agency Min 2 persons
every 3000 sq ft area
1.1
Actual Manpower wrt to
Measurement Signed agreement
agreement
Reference Agreement copy Bill copy form agency
Check sheet for customer Check sheet for customer Check sheet for wash
Facility check sheet - available
reception area lounge room

Keep the facility pleasant Check randomly 5 sheets of Check randomly 5 sheets of Check randomly 5
1 1.2 Measurement
and comfortable last 30 days last 30 days sheets of last 30 days

Reference Facility check sheet

Corrective & Preventive

Filled up check sheets
Facility Check Sheet - being used daily by CRM/ICRE action (CAPA)taken based on
available in file 1.2
non-conformity
1.3 Check randomly 4 sheets of Check randomly 4 sheets of
Measurement
last 30 days last 30 days
Reference Pl ref snap shot of the document alongside

All appointments are Manual register also

ICRE-Appointment having
100% Appointment through MDW Computer is MDW enabled directly entered in available for
desktop computer
MDW emergency use

2.1 Check appointment

One Independent computer Usage of manual
Measurement Check for MDW working data in MDW updated
for Appointment with ICRE appointment register
daily for last 30 days
Call and schedule your MDW Appointment screen
Refenence Hard copy register
2 service appointment as Dedicated appointment
per your convenience Appointment standee (part
Dedicated phone number for appointment (Workshop - number written and displayed
of workshop branding kit) Dealer owned SIM card
Standee) on the standee in customer
available
lounge
2.2 Check with SH/ billing 9830012345
Appointment standee
Display of appointment phone info of the
Measurement display as per guideline
number on the standee appointment phone
given in booklet
number 2.2 2.2
Refenence Pl ref pictures alongside

Drivers aware of use of

2 dedicated drivers with vacuum cleaner, air
Pickup & Drop (P&D) facility with minimum 2 drivers
valid driving license fresheners, etc as per P&D
SOP
3.1
Validate Physical availability Availability and usage of kit
Measurement of P&D driver in MDW known to driver as per PBN
Manpower Master 2011-009 of P & D Kit

Reference MDW Manpower Master PBN - 2011 - 009 / picture alongside

Offer pickup and drop
service if you are within All P&D cases are Manual register
3 ICRE-Appointment having
10 km radius of the Pickup & Drop appointment in MDW Computer is MDW enabled directly entered in available for
desktop computer
service centre MDW emergency use

3.2
Check appointment
One Independent computer Usage of manual
Measurement Check for MDW working data in MDW updated
for Appointment with ICRE appointment register
daily for last 30 days

MDW Appointment 3.2

Reference Physical check Hard copy register
screen
 Service Promise
S.N. Evaluation points Check point 1 Check point 2 Check point 3 Check point 4 Reference documanet /picture
Points
Pickup & Drop driver's uniform Unifrom as per CI norm

Check drivers are wearing

3.3 Measurement unifrom & shoes. Min 2 sets
of uniform

Reference Picture alongside

Offer pickup and drop
service if you are within 3.4
3
10 km radius of the
service centre
Drivers are well versed with
Pickup & Drop Job Request Form with customer sign off) Job Request Form and RO
format
Randomly check 4 filled up
Measurement Job request and manual RO
for last 30 days. 3.3
Reference P&D Job Request Form

P&D Inventory check sheet (with line diagram of body panels Drivers can understand Drivers can quickly fill up
for capturing body scratch/damage) Inventory check sheet Inventory check sheet

3.5 Ask for a demo and check

Measurement understanding of check Physical demo on car
sheet
3.5
Reference Inventory Check Sheet

Security Supervisor trains

Security guard being trained on greeting customers guards on greeting
customers regularly
4.1
Observe / check - security
Measurement
guard greeting customers 4.2
Reference Physical check/demo
Greet you promptly with
4 Hostess trains security guard
courtesy Security/Valet parking driver - smiling while welcoming and drivers on smiling while
customers welcoming customers
regularly
4.2
Observe / check - security
Measurement
guard greeting customer
4.1
Reference Physical check/demo

All recommended
All demanded repairs are repairs are also
All RM/SA having computer and opening & closing RO MDW Menu Price used for
captured in RO and cost captured in MDW and
directly in MDW all scheduled services
estimate as per MDW unmarked if customer
does not approve

5.1
1-Check if MDW menu price Randomly take 4 P&D
is used. Randomly take 4 P&D job RO of last 30 days and 5.1
Measurement 2-Ramdomly check 4 demanded of last 30 days and correlate with MDW
RO/Invoice of last 30 days correlate with MDW RO. RO. Check customer
Be transparent while
with MDW menu price refusal remarks on RO.
providing a time and cost
5
estimate & take your
Reference MDW RO Screen & RO Print Out
consent on any deviations
Floor Controller having computer with MDW activated in shop Dedicated computer for Computer with MDW
floor Floor Controller activated
Check availability of
5.2
Measurement computor with MDW Check for MDW working
activated
Reference Computer in shop floor
System generated SMS
SMS trigger from MDW in case of cost / time deviation
triggering
5.3 SMS facility activated in
Measurement
MDW.
Reference Physical check/demo
 Service Promise
S.N.
Points
Deliver your vehicle in
6 6.3
clean condition, on time
Hand over the replaced
7 parts after the paid
services on your request
Strive to fulfill all your
8 service requirements
every time
Evaluation points Check point 1 Check point 2 Check point 3 Check point 4 Reference documanet /picture
Washing supervisor Available Washing Supervisor trained Dealer Name :
Registration No.:
RO No.:
Sl
Parameters RATING
No
Availability of washing Check understanding of Under Chassis Wash
6.1
1 Nipple greasing - Propeller shaft & steering linkage 1
Cladding & mud flap cleaning for removing all the
Measurement supervisor as per PCN 2012- washing check sheet & clean 2
3
mud deposits
Rim & Tyre cleaning from inside
1
017 car check sheet by supervisor. 4
Engine Compartment
Check the portion near the bonnet hinges, battery
1
tray, fire wall, Windshield washer bottle top up.
Protective cover for protecting water sensitive
Process Circualr - PCN - 2012-017
5 1
Reference 6
electrical parts
Karcher gun used for washing with warm water –
1
CRDe engine
Being used by Washing 7 Gel application on battery 1
Washing check sheet Printed sheets available 8 Radiator & condenser clean with proper spray
Supervisor (WS) 9
Exterior Cleaning
Overall Top Wash Finish (any stain marks/ soap
water marks)
Check 4 filled up washing 10 Front & Rear Windshield
6.2 Check availability of washing 11 Door Glasses, Head lamp, Tail lamp, Side Indicators
Measurement check sheet ramdomly in last 12 Tyre, Wheel Arch
check sheet 13 Fuel Lid cleanliness
30 days
Interior Cleaning
Seats - No stain marks, seat channels are cleaned
14 1
& position of seats is proper
Reference Document snap shot alongside 15
Door Trims - No Stain marks, No dust on rubber
beadings, Door Handles & door hinges clean with 1
little application of grease
Clean Car sheet Printed sheets available Being used by RM/SA 16
17
Dashboard - Inst. cluster screen clean
Console - Air vents, coin tray dust free
1
1
Randomly check 4 filled up
Steering wheel should not be sticky & free from ant
18 1
stain marks
Check availability of clean 6.2
19 Interior roof should be free of stain & grease marks 1
Measurement sheet enclosed with RO in last 20 Sun visors - back side mirror should be clean 1
car sheet with RM/SA 21
Seat Belts - Front & Rear should be without any
1
30days
Reference Picture alongside
Use of 'Clean Car' Sheet (signature obtained from customer Customer singed copy
and attached with RO) attached with RO
Randomly check 4 filled up
6.4
Measurement sheet enclosed with RO in
last 30days
Reference Physical check/demo
7th day PSF data being Concern trend being
Washing & Cleaning concerns within 5%
analyzed monitored by Service Head
Check concern Pareto for Check root case analysis
6.5
Measurement washing & cleaning for last 3 reprot and trend monitoring
months for last 3 months 6.3
Reference MDW PSF Report
Availability of bag with RM/SA for returning used parts Available with RM/SA Being used regularly
7.1 Check stock available with Check last ordering/ receipt
Measurement
RM/SA date/bill
Reference Physical check/demo
RM/SA aware of Process
RM/SA trained on how to handover replaced parts
Circular no. - PCN-2012-009
7.2
Measurement Ask for demo 7.2
Reference Process Circualr - PCN-2012-009
Checking of veh history in MDW by RM/SA while opening RO Sample check at RM/SA desk
8.1
Measurement Ask for demo
Reference MDW RO Screen
Minimum 60 % MSAT T2B on 'All the jobs completed' MDW data trend being Monthly trend available
question monitored by Service Head corrective actions taken
8.2
Measurement Check data trend for last 3 months
Reference MDW PSF / T2B report
Daily Management Review based on MDW data trend visible - 8.3
GM review happens on Data trend available for last 3
(BB%, Concern Pareto, Mech RO opened for more than 2
weekly basis months
8.3 days, Escalated concerns to AO/HO)
Measurement Ask for demo by GM Check for review reports of
Reference CSI Monthly report and MDW data
Employee of the month' scheme, board - displayed at Board displayed at customer
Monthly updating done
Customer Interaction area interaction area
8.4
Measurement Check physical availability Check record for last 3 months
Reference Visual check
Suggestions received form
Display of 'ceo@......motors.com' email id to receive customer's email id displayed in
customers are recorded by
suggestions customer lounge
CRM
8.5
Check for physical
Measurement Check record file with CRM
availability
Reference Visual check
 Service Promise
S.N. Evaluation points Check point 1 Check point 2 Check point 3 Check point 4 Reference documanet /picture
Points

Contacted customer and updated status in MDW within 24 Check of rupdation done
Check MDW CCCF report
hrs for at least 90% CCCF generated within 24 hrs

9.1 Measurement Check 4 CCCF at random for last 30 days

Reference MDW CCCF report

Printed Satisfaction Note Satisfaction notes are being

Signed copy of satisfaction note from customer
Contact you for your format available filed by CRM
9
valuable feedback Check 4 signed up
9.2
Measurement satisfaction note randomly Check file with CRM
for last 30 days
Reference MDW Satisfaction Note format
QRT log book
Use of Quick Response Team (QRT) for soft/minor concerns QRT available QRT being used regularly
maintained
9.3
Measurement Check condition QRT log book Log book updation
Reference Process Circualr - PCN-2011-027

24X7 dealer's helpline cell number displayed at customer Displayed at customer

Helpline number available Dealer owned SIM card
reception reception
10.1
Measurement Check visually Check details/bills
Reference Visual check
Staggered working hours for
24X7 dealer helpline team Helpline team available
teams
10.2
Measurement Check MDW manpower Check with helpline team
Reference Visual check

Standard escalation board as 10.3

Escalation board displayed at workshop reception 3 levels of escalation visible
per M&M design
10.3
Measurement Check visually 10.5
Reference Picture alongside

Display of CEO's contact number at customer reception Proper display

10.4
Measurement Check visually
10 Be 'with you hamesha' Reference Visual check
Standard M&M Name plates
Name plate for RM, SA, SM, CRM, ICRE, Cashier, Hostess with 'With You Hamesha' Daily use by role holders
branding 10.6
10.5
Check use by everybody,
Measurement Check visually
everyday

Reference Picture alongside

Latest branding posters Display of posters as per
Workshop branding posters
available guidelines
10.6
Measurement Cehck visually, posters with 'Mahindra Rise' ridge
Reference Picture alongside 10.7
WYH Van in roadworthy condition and being used WYH van in road worthy
Logbook maintained Use of van evident
regularly(logbook maintained) condition
10.7
Measurement Check visually
Reference Log book as per format, details of use entered in the logbook