SINAN OZKOK RAKESH SRIVASTAVA

President Managing Director

Dear Channel Partner,

Greetings from NMIPL!

Customer is the core to our business model towards which we continue to evolve &
improve on our Product, People & Performances. To maximize on all avenues in the
business model, the key is to setup robust processes & commit required resources for
all business parameters.

With the Resolute we’ve depicted in the past, continued Resilience of ours, we are certain
that FY21 will be a year of Resurgence. Towards the objective of enabling these basics for
your opportunity maximization, we are glad to announce the commencement of FY21
NISSAN Balanced SCORECARD PROGRAM.

Nissan Balanced Scorecard is a comprehensive Program to measure dealership

performance on all key success factors. It will enable you to have a transparent
understanding of your strengths, identify areas for performance maximization.

We are confident that you will treat Balanced Scorecard as an effective tool towards
performance & customer satisfaction improvement. We have immense faith that the
onward journey will be exciting and rewarding.

Best wishes for a performance packed Fiscal Year!

Sinan Ozkok Rakesh Srivastava

To evaluate holistic Enhance focus on Timely assessment Action Planning &
business operation Customer & mitigation of risks Implementation
of channel partners Satisfaction focus

10 KPI’s | 600 Points

3 PILLARS 5 KPI’s | 250 Points

5 KPI’s 150 Points

≥900 ≥750 & <900 ≥600 & <750 <600

 All 20 KPIs under the 3 pillars will be
evaluated quarterly

Quarterly scoring will be based on

average of monthly scores in the
respective quarter
YTD Score in each KPI shall be taken as
average of quarterly scores

Yearly score will be based on

YTD Score

Evaluation will be done at outlet level

including additional Sales Outlets

Provisional Balanced Scorecard will be

released every quarter for performance
assessment

Final Balanced Scorecard will be

released post Fiscal Year closure.
 Enablers Points
Performance 600
Retail & Wholesale Performance 140
Enquiry Conversion 70
NIC (Nissan Intelligent Choice) 40
CPRO & BPRO Achievement 60
Spare Parts & Accessories 60
F1 (Fix it Right First Time), EW, PMP 60
Vehicle Pendency - Mechanical & BP 50
Mechanical Labour Revenue Deviation 20
Complaint Per Thousand Vehicle (Sales & Service) 50
Average Resolution Time (Sales & After Sales Complaints) 50
 Parameter Measurement Points Matrix
≥ 100% 70
Retail ≥90% to <100% 50
(Total Retail / Target) X 100
Performance ≥80% to <90% 30
<80% 0
≥ 100% 70
Wholesale ≥90% to <100% 50
(Total Wholesale / Target) X 100
Performance ≥80% to <90% 30
<80% 0

DMS/ NDVDS data will be Quarterly measurement Average quarterly score

the source for calculation frequency of dealer level sales

Higher Lower
Performance Performance
WS/ RS Target of the month 100 100

Achievement for the month 110 65

Achievement % (Achievement/ Target) 110% 65%

Points as per Matrix 70 0

Average of wholesale & retail will be the actual score

To be eligible, Dealer must qualify in both wholesale and retail minimum threshold
 Parameter Measurement Points Matrix
≥2.5% 35
Digital Enquiry (Sales Conversion/ Total Digital Enquiries) X ≥1.5% to <2.5% 25
Conversion 100 ≥0.5% to <1.5% 15
<0.5% 0
≥25% 35
Non-Digital ≥20% to <25% 25
(Sales Conversion/ Total Enquiries
Enquiry
(excluding digital)) X 100 ≥10% to <20% 10
Conversion
<10% 0

DMS/ NDVDS data will be the Quarterly measurement Average quarterly score will
source for calculation frequency be considered for calculation

Higher Lower
Performance Performance
Enquiries received in a month from all sources 300 300

Enquiries converted [Digital (D), Non-Digital (ND] D→ 8 | ND→ 27 D→ 3 | ND→ 12

Enquiry Distribution: [Digital (D), Non-Digital (ND] D→ 200 | ND→ 100 D→ 200 | ND→ 100

Conversion % D→ 4% | ND→ 27% D→ 1.5%| ND→ 12%

Points as per Matrix D→ 35 | ND→ 35 D→ 25 | ND→ 10

 Parameter Measurement Points Matrix

(No. of cars bought in exchange/ Total number

≥20% 25
Trade-In Ratio
of cars sold) X 100
<20% 0

POC Customer (No. of sold to customers directly/ Total number

≥50% 15
Retail Ratio of old cars sold) X 100
<50% 0

DMS data will be the source for Quarterly measurement Average quarterly score will
calculation frequency be considered for calculation

Higher Lower
Performance Performance

Cars sold in the month 20 20

Cars bought in exchange (of number of cars sold) 5 2

Trade-In Ratio 25% 10%

Points as per matrix 25 0

Higher Lower
Performance Performance
Cars sold in the month directly to customers 15 10

Total number of old cars sold 29 29

POC Customer Retail Ratio 52% 34%

Score as per matrix 15 0

 Parameter Measurement Points Matrix
≥ 100% 30
Customer Paid
(Total number of Mech. CPRO/Target ≥95% to <100% 20
Repair Order
for Mech. CPRO) X 100 ≥90% to <95% 10
Achievement
<90% 0
≥ 100% 30
Body Paint
(Total number of BPRO/Target for ≥95% to <100% 20
Repair Order
BPRO) X 100 ≥90% to <95% 10
Achievement
<90% 0

BI Drishti Tool will be the data Quarterly measurement Final Score will be computed on
source frequency YTD achievement

Higher Lower
Performance Performance

Number of CPRO or BPRO opened for the month 240 240

Cars bought in exchange (of number of cars sold) 5 2

Trade-In Ratio 25% 10%

Points as per matrix 25 0

 Parameter Measurement Points Matrix
≥ 105% 30
Spare Parts & ≥100% to <105% 25
(Spare Parts & Accessory offtake w/o
Accessories
tax in MINR/Target of Spare Parts & ≥95% to <100% 20
Offtake
Accessory offtake MINR) X 100 ≥90% to <95% 15
achievement
<90% 0
≥ 105% 30
Spare Parts (Spare Parts & Accessory Retail in ≥100% to <105% 25
Retail MINR/Target ofSpare Parts & Accessory ≥95% to <100% 20
Achievement in MINR) X 100 ≥90% to <95% 15
<90% 0

SAP/ DMS will be the data Quarterly measurement Final Score will be computed on
source frequency YTD achievement

Higher Lower
Performance Performance

Value in MINR of Spares Offtake or Retail 110 70

Target Value in MINR of Spares Offtake or Retail 120 120

Achievement % 92% 58%

Points as per matrix 15 0

 Parameter Measurement Points Matrix

Calculated using data sampling ≥ 95% 20

Fix it Right First of IPSOS. Available on IPSOS ≥90% to <95% 15
Time (A) Portal. ≥85% to <90% 10
(Min. monthly F1 sample for scoring → 10)
<85% 0
≥50% 20
Extended (No. of Extended Warranty
≥40% to <50% 15
Warranty sold/Total number of vehicles
Penetration retailed) X 100 ≥30% to <40% 10
<30% 0
≥50% 20
Pre-Paid
(No. of PMP sold/Total number ≥40% to <50% 15
Maintenance
of vehicles retailed) X 100 ≥30% to <40% 10
Penetration
<30% 0

For F1 Quarterly Score will be

Quick VoC, BI Drishti Tool, average of monthly scores
Quarterly measurement
IPSOS Portal will be the data For PMP & EW final Score will be computed
frequency
source on YTD achievement

Higher Lower
Performance Performance

EW/ PMP Sold in the month 68 28

New Vehicles sold in the month 130 130

EW/ PMP Penetration % 52% 22%

Points as per matrix → 15 20 0

For F1 score calculation minimum sample size will be 10

If the sample is under 10, then F1 score will be taken as 0 (Nil)

 Parameter Measurement Points Matrix
(Number of vehicles in Mechanical for ≤5% 25
Mechanical more than 3 days in a month / Total > 5% to ≤8% 20
Vehicle Pendency closed Mechanical Repair order for the >8 % to ≤10% 15
month) X 100 >10% 0
≤10% 25
(Number of vehicles in BP for more than
Body and Paint > 10% to ≤15% 20
10 days in a month / Total closed BP
Vehicle Pendency >15 % to ≤20% 15
Repair Orders for the month) X 100
>20% 0

BI Drishti Too will be the data source Quarterly measurement Final Score will be computed on
frequency YTD achievement

Higher Lower
Performance Performance

Vehicles in BP for over 10 days 2 8

Number of BPRO’s opened for the month 40 40

BP Vehicle pendency % 5% 20%

Points as per matrix 25 15

 Parameter Measurement Points Matrix
Variation between Mech. Labor Variation upto +25% 20
Mechanical Labor per RO of dealership & average
Revenue Deviation Mech. Labor per RO of the City
Category Variation beyond +25% 0

BI Drishti Too will be the data Quarterly measurement Average quarterly score will
source frequency be considered for calculation

Calculated using BI Drishti Tool hence no illustration is depicted

 Parameter Measurement Points Matrix
≤30 25
(Total number of sales complaints for the >30 to ≤60 20
CPTV Sales
month/ Total Sales for the month) X 1000 >60 to ≤80 10
>80 0
≤1 25
(Total number of RO complaints for the >1 to ≤2 20
CPTV Aftersales
month/ Total RO’s for the month) X 1000 >2 to ≤4 10
>4 0

Functional Report of CQ Team

Quarterly measurement Average quarterly score will
based on complaints registered
frequency be considered for calculation
at NMIPL Level

Functional report of CQ Team will be used hence no illustration is depicted

In CPTV Aftersales, the RO count refers to CPRO & BPRO put together
 Parameter Measurement Score Matrix
≤1 25
ART Sales/ (Number of Days for complaints resolved / >1 to ≤3 20
Aftersales Total number of complaints) >3 to ≤5 10
>5 0

Functional Report of CQ Team

Quarterly measurement Average quarterly score will
based on complaints registered
frequency be considered for calculation
at NMIPL Level

Higher Lower
Performance Performance

Complaints closed in the month 10 10

Sum of days taken to resolve these complaints 12 38

ART is 1.2 3.8

Points as per matrix 20 10

 Enablers Points
Resources 250
Manpower Adequacy Sales & Service 50
Manpower Certification - Sales & Service 50
Key Manpower Retention - Sales & Service 50
DR OS NPS(Sales & Service) 50
Fund Management (Dealers with INF) 50
 Parameter Measurement Points Matrix
≥ 95% 25
(Number of active manpower in the
Manpower ≥85% to <95% 15
role/ Number of manpower required
Adequacy ≥75% to <85% 10
in the role) X 100
<75% 0

Functional Report of Nissan Quarterly measurement Average quarterly score will

Academy based on MMITS/ GLMS frequency be considered for calculation

Higher Lower
Performance Performance

Active Sales Consultants in the month 10 10

Required SC Count (as per RS Target & Productivity) 10 7

Manpower adequacy % 100% 70%

Points as per matrix 25 0

This will be calculated for Sales Consultant, CRE & CRM is Sales

In Service, the factor to be calculated for Service Advisor, CRE/ CRM & Technicians
 Parameter Measurement Points Matrix
≥ 95% 25
(Number of Certified Manpower in the
Manpower ≥85% to <95% 15
Role / Number of Active Manpower in
Certification ≥75% to <85% 10
the role) X 100
<75% 0

Functional Report of Nissan Quarterly measurement Average quarterly score will

Academy based on MMITS/ GLMS frequency be considered for calculation

Higher Lower
Performance Performance

Active Sales Consultants in the month 10 10

L1 Certified SC’s of the active SC’s 9 3

Manpower Certification 90% 30%

Points as per matrix 25 0

This will be calculated for Sales Consultant, CRE & CRM is Sales

In Service, the factor to be calculated for Service Advisor, CRE/ CRM & Technicians
 Parameter Measurement Points Matrix
100% - [(Number of people left in the ≥ 95% 25
Manpower month/ Number of people at end of ≥85% to <95% 20
Retention last month + the number of people ≥75% to <85% 15
joined in the month) X 100] <75% 0

Functional Report of Nissan Quarterly measurement Average quarterly score will

Academy based on MMITS/ GLMS frequency be considered for calculation

Higher Lower
Performance Performance

SC’s available at last month end 10 10

Number of SC’s which left in the month 1 4

Number of SC’s which joined in the month 1 2

Manpower Retention % 91% 67%

Points as per matrix 20 0

This will be calculated for Sales Consultant, CRE & CRM is Sales

In Service, the factor to be calculated for Service Advisor, CRE/ CRM & Technicians
 Parameter Measurement Points Matrix
≥ 95% 25
DR OS-NPS ≥85% to <95% 15
(Sales) ≥75% to <85% 10
Calculated using data of Promoters & <75% 0
Detractors. ≥ 95% 25
DR OS-NPS ≥85% to <95% 15
(Aftersales) ≥75% to <85% 10
<75% 0

Functional Report of CQ Team Quarterly measurement Average quarterly score will

frequency be considered for calculation

Based on Functional Reporting of CQ Team hence no calculation depiction

 Parameter Measurement Points Matrix

≥ 100% 25
Working Capital Adequacy
Fund Management
(Working Capital Available/ Working
≥90% to <100% 15
Capital Required) X 100
<90% 0

Functional Report of Retail Quarterly measurement Average quarterly score will

Finance Team based on data of frequency be considered for calculation
Banks/ Captive Finance

The calculation will be based on Inventory Funding/ CC Limit as per the data of the Banks/
Captive Finance. No personal Equity shall be considered.
 Enablers Points
Financial Systems 150
Claim Submissions and reconciliation of accounts 30
Service Absorption Ratio (SAR) 30
Debt Equity Ratio 30
Submission of Balanced sheet and P&L 30
Business Management Submissions 30
 Parameter Measurement Points Matrix
Claim Submissions ≥ 70% 30
and reconciliation Claim Submission with N+60 Days
of accounts >70% 0

Functional Report of Quarterly measurement Average quarterly score will

Sales Planning frequency be considered for calculation

Functional report of Sales Planning will be used hence no illustration is depicted

 Parameter Measurement Points Matrix

≥ 70% 30

Service Absorption (Dealership Aftersales Income/ Total ≥65% to <70% 20

Ratio (SAR) Dealership Fixed Expenses) X100
≥60% to <65% 10
<60% 0

Functional Report of Quarterly measurement Monthly Score at Group level

DND frequency will be considered for calculation

Functional report of DND will be used hence no illustration is depicted

For SAR only fixed expenses are considered

Variable expenses like Marketing spend/ Interest Occurrences are not considered
 Parameter Measurement Points Matrix
Will be done using
• Provisional Balanced Sheet and P&L >=30% equity 30
Debt Equity
submission quarterly
Ratio
• Mandatory Submission of audited <30% equity 0
Balanced sheet and P&L by end of Q3 FY21

Period of submission of
Functional Report of Quarterly measurement required documents will be
DND frequency considered for calculation

Functional report of DND will be used hence no illustration is depicted

If required set of documents is not received, the score will me marked as Zero (Nil)
 Parameter Measurement Points Matrix

• Quarterly Submission- Provisional Quarterly & Mandatory

Submission of 30
Balanced Sheet and P&L submissions made
Balanced Sheet
• Mandatory Submission by Q3 end- Quarterly & Mandatory
and P&L 0
Audited Balanced sheet and P&L submissions NOT made

Period of submission of
Functional Report of Quarterly measurement required documents will be
DND frequency considered for calculation

Functional report of DND will be used hence no illustration is depicted

If required set of documents is not received, the score will me marked as Zero (Nil)
 Parameter Measurement Points Matrix

Data submission &

Business Monthly submissions on N+2 basis 30
NMIPL Approval
Management/ within stipulated/ communicated
Unnati Submission timeline Data NOT submitted/
0
NOT approved by NMIPL

Period of submission of
Functional Report of Quarterly measurement required documents will be
DND frequency considered for calculation

Functional report of DND will be used hence no illustration is depicted

If required set of documents is not received, the score will me marked as Zero (Nil)
Evaluation period is FY21 Provisional Scorecard Final Scorecard
1st Apr’21 ~ 31st Mar’22 To be rolled out each Quarter End of FY21

The terms & conditions listed are applicable for all dealers

NMIPL reserves the right to change the evaluation criteria & subsequently notify dealers

If a dealer ceases to be NMIPL Dealer within the Program tenure, then it would not be
eligible for any ranking/ categorization
Incase of any dispute, the word of NMIPL shall stand as final