Audit Name ASD - SERVICE PROCESS COMPLIANCE Audit Date 06-Sep-2022 12:19:33

ASD Name M/S JAIHIND AUTO ASD Code 68198

ASM Name SUNIT NAYAK ASD City MANCHAR
Weightage 150 Total Score 85
Adherence 56.67%

Sr.No. Question V-1 V-2 Score Remark Action Plan

Are the vehicles attended by the SA /
1 Supervisor within 10 mins of their
arrival
Did SA / Supervisor find out
additional complaint, If any, after
2 N Y
road test and during vehicle
inspection
Does SA / Supervisor captures the
customer's concerns and mentions
3 the correct Problem statement in the Y N
"service advisor observation" column
of Job card after detailed probing ?
Is the SA / Supervisor greeting all
4 customers and guiding them to park Y Y
their vehicles.
Does SA / Supervisor explain to the
customer regarding the repairs that
5 Y Y
will be done, estimated time and the
cost for the repair
Does SA / Supervisor open Job card
in the CDMS within 15 minutes of
6 manual Job card closure ? Also
check customer contact details are
confirmed and up to date .
Are the vehicles washed, cleaned
7 and dried properly before the start
of repair?
In case of Repeat complaint, does SA
8 / Supervisor provide special
attention?
Does SA / Supervisor records the
9 N
customer approval in CDMS
Does SA / Supervisor explains the
technicians thoroughly regarding
10 Y Y
the finding and jobs to be carried
out in the vehicle
Did the Scheduled Service happened
11 as per quality parameter, special
tools and PM check sheet
Did the repair happened as per
12 quality parameter, special tools, N N
diagnostic check sheet
ASD Owner - Mr. Uttam
Y Y 5 attends the vehicle within
10 min
Road Test is done along
with the customer to
identify additional
3 issues."Additional job
informed to customer"
column of manual Job card
is not updated
Road Test done along with
customer , vehicle
inspection is done along
3 with customer.CV is
captured but SA
observation column is not
updated in manual JC
5 Done
5 Done as per SOP
100% JC is not opened for
Y N 3
all vehicles
Y Y 5 Done as per SOP
Mr. Akash attends the
Y 5
repeat cases
N 0 Not updated in CDMS
Technician aware of the
repair to be carried out in
3 the vehicle but Action
Taken column is not
updated
PM checklist is not used.
Air Filter cleaning , Drive
chain lubrication and
N 2
slackness setting , Spark
Plug cleaning , Tappet
Setting SOP not followed
0 Not done
----
Instructed Mr. Uttam to
ensure that additional job
is updated in manual JC
and in CDMS
Instructed Mr. Uttam to
ensure that the SA
observation column is
updated in manual JC and
in CDMS.
----
----
Instructed Mr. Uttam to
ensure that JC is opened
for all vehicles within 15
min
----
----
Instructed Mr. Uttam to
ensure that the non-
approved cases are
updated in CDMS.
Instructed Mr. Uttam to
ensure that Action Taken
column is updated
Instructed Mr. Uttam to
ensure that PM checklist is
followed and SOP is
adhered
----
 Does SA / Supervisor update the job Instructed Mr. Uttam to
card in the CDMS with revised time ensure that revised PDT
13 N N 0 Not updated in CDMS
and cost estimate and take and PDC is updated in
customer's approval on the same ? CDMS
Is vehicle final inspection / Road test
Instructed Mr. Uttam to
carried out before delivery to FI not done. Road Test is
ensure that 100% FI,road
14 validate the resolutions of all the N N 2 not done for all the vehicles
test is done before delivery
customers concerns and same is before delivery
of vehicle
recorded in job card
Instructed Mr. Uttam to
P-codes are not updated.
Are the correct defect codes ensure correct defect
15 N Y 2 Correct defect is not
selected for the part ? codes,P-codes are updated
updated for all cases.
for all cases.
Does SA / Supervisor explains the
jobs done, the charges for parts and
16 Y Y 5 Done as per SOP ----
labor and next service due date to
the customer as per CDMS invoice
Are the Time & Cost estimate
17 deviations given by the SA / N N 0 ---- ----
Supervisor less than 5%
Is the parts inventory maintained
and no complaint / case of parts non
18 Y 8 ---- ----
availability reported in the last one
month.
Is Sr. Technician / SA / Supervisor
19 aware about latest bulletins and N 0 ---- ----
Product modifications?
Is the proprietary part warranty
20 letter generated from CDMS and N N 0 Not done ----
closure data is updated in CDMS
Does the SA / Supervisor / CRE call
all customers as per the Post Service
21 N N 1 Not done ----
Follow up list after 3 days of service
and recorded in CDMS
Customer Complaints and Queries
as reported by command area dealer
22 Y 5 Done ----
are being reviewed daily for the
closure.
Are the mechanical repair vehicles
lying for more than 24 hrs. reviewed
23 Y 5 Done ----
by ASD Owner daily and action plan
available for the delivery.
Are the accidental repair vehicles
lying for more than 5 days reviewed
24 Y 5 Done ----
by ASD Owner and action plan
available for the delivery.
Does the ASD Owner write mail /
25 letter to customer for disputed cases Y Y 5 No pending case ----
or waiting for payment / delivery ?
Check quality of accidental repairs
and standard mechanical checks
26 Y N 3 ---- ----
carried out in ready for delivery
vehicles?
Are all the service campaigns
27 Y 5 Done ----
conducted as advised by BAL ?

V-1 = Vehicle-1
V-2 = Vehicle-2