Main Dealer Evaluation

Outlet Classification
Agung Toyota PK4
10 – 11 Maret 2020
Facility – Chapter 1
Outlet interior & Exterior
 Facility / Asset
Evaluation
AS-2 Petunjuk Arah X

Tanda Panah Pudar

 Facility / Asset
Evaluation
AS- 4 JAM Kerja Dealer Improve

Tambahkan HOTLINE dan nomor BOOKING ( HP )

 Facility / Asset
Evaluation
AS- 5 Area Parkir X

Perbarui no stall tunggu service dan Line parker yg pudar CAT

Keramik area penerimaan service KERAMIK pecah
kembali
Facility – Chapter 2
Fasilitas Pelanggan
 Facility / Asset
Evaluation
AS-7 Fasilitas Pelanggan X

Toilet Pelanggan Kotor jejak sepatu, basah, tissue habis, dan air WC bocor, serta tong sampah tambahkan garis kuning
 Facility / Asset
Evaluation
AS-9 Menu Service Improve

Menu service di ruang penerimaan dan ruang tunggu blm di tambahkan CHR, HI –
Ace, Hilux
Facility – Chapter 3
Basic, Tools dan Equipment
 Facility / Asset
Evaluation
AS-11 TSM kontrol Improve

Update menu SBE untuk MRA dan SA ( actual & flat rate )
 Facility / Asset
Evaluation
AS-13 Fasilitas karyawan Improve

AC rusak ( OPSI tukar

Loker Update foto dan 5R mohon di jaga
Menggunakan kipas )
 Facility / Asset
Evaluation
AS-16 Hand tools Improve

Checksheet kelengkapan Tolls Caddy ada yang hilang, dan jaga kebersihan CADDY
 Facility / Asset
Evaluation
AS-17 SST Improve

( CONTOH ) Menambahkan list nama dan jumlah sst yg ada di

dlm kotak
 Facility / Asset
Evaluation
AS-20 Meja Kerja Improve

SOP perbarui, 5 R area cuci ruang kerja, checksheet perawatan ruangan dan pajang
SO di samping rak mesin
Facility – Chapter 4
4S, Safety, Health & Environment
 Facility / Asset
Evaluation
AS-23 Staff environment, Safety, Health Improve

Checksheet patroli Safety

Kalender safety update kembali
Update 3 Bulan terahir
 Facility / Asset
Evaluation
AS-25 4S & keselamatan Improve

Kebersihan dan kerapihan area bengkel masih kurang ( berikan garis dan nama utk setiap
tools )
 Facility / Asset
Limbah berbahaya, oil trap dan AC gas Evaluation
AS-26 Improve
recovery & Recycling

Oil Trap buatkan checksheet kebersihannya

Pemilahan sampah refresh, lantai ruang oli licin, 5R ruang limbah B3
dan konsisten di jalankan
 Facility / Asset
Evaluation
AS-27 Seat cover dan floor mat Improve

di susun lebih rapi dan pemisahan antar tage status CONTOH

 Facility / Asset
Evaluation
AS-28 Rak special order part Improve

Perubahan ETA tgl 11 tetapi form order tidak ada di slot tgal 11 Pre Picking jalankan kembali
 Facility / Asset
Evaluation
AS-29 Penyimpanan dan stock Part Improve

MIP tolong UPDATE 5 R area spare part

Facility – Chapter 6
Service Marketing & Customer
Engagement
 Facility / Asset
Cabang melakukan inisiatif localized Evaluation
AS-34 Improve
marketing

Buat list nama program Localized, HO, TAM dan kriteria customer seperti apa yg di
berikan
( contoh gambar )
Operation
Chapter 1 - MRA
 Operation
Mendengarkan dan mencatat informasi Evaluation
OP-4 Improve
pelanggan ( FIR diketahui PIC diagnosis )

Konsistensi penggunaan stempel FIR utk Klasifikasikan berdasarkan, engie, chasis,

SO Booking & SO walk in dan electrical
Operation
Chapter 3 – Reception
 Facility / Asset
Evaluation
AS-21 New Car Feature / Repair manual Improve
Terdapat Repair
Manual untuk semua
kendaraan yang dijual
distributor dan
Penyusunan Sesuai
Standart TAM

Contoh
 Facility / Asset
Evaluation
AS-22 DTR/TI/SB Improve

Tambahkan absen pembaca bye

model
 Operation
Mencatat estimasi harga dan rincian spare Evaluation
OP- 6 X
part

contoh
 Operation
Evaluation
OP-16 Mencatat jam waktu penyerahan ke pada Improve
customer

Update perubahan janji penyerahan sesuai janji penyerahan

berikutnya
Operation
Chapter 4 - Produksi
 Operation
Evaluation
OP-23 Mencatat jam waktu mulai dan selesai Improve
pekerjaan

Update perubahan janji penyerahan sesuai janji penyerahan

berikutnya
 Operation
Evaluation
OP-24 Mencatat hasil pekerjaan utk semua Improve
permintaan pelanggan

( Health Check ) konsistensi untuk menjsalankan nya

Operation
Chapter 5 - Washing
 Operation
Evaluation
OP-29 Melakukan prioritas cuci kendaraan Improve

5 R tolong di tingkatkan di area cucian dan pajang kembali SOP prioritas cuci serta WSS cucian
Operation
Chapter 6 - Delivery
 Operation
Evaluation
OP-30 penundaan waktu penyerahan Improve

stall job stopage antara

papan jpcb job stoppage
dan aktual unit di stall
harus matching
 Operation
Mencatat hasil konfirmasi kebersihan Evaluation
OP-31 Improve
kendaraan sebelum penyerahan

Buat quality gate pre delivery utk melakukan pengecekan

kebersihan kendaraan Konsistensi mengisi
Operation
Chapter 7 - PSFU
 Operation
Mencatat waktu untuk PSFU dan Evaluation
OP-37 Improve
penjelasan saat penerimaan

Rekap di Excel sudah di lakukan namun, lengkapi juga ( Checklist ) SO

Human Resource & Kaizen Culture –
Chapter 1 – SOP
 Staff
Evaluation
ST- 2 SOP Improve

Print kembali SOP yang sudah rusak

Human Resource & Kaizen Culture –
Chapter 4 – SGA & Kaizen Leader
Activities
 Staff
Evaluation
ST-9 Budaya Small Group Activity X

Update OHBEYA ( SGA 2020 ) full TBP dan absensi meeting

serta MOM
Result
 Final Score MD 2020
DEALER CLASSIFICATION EVALUATION AT - Harapan Raya 10 - 11 Maret 2020
Classification Level Positive point analysis Point to be Improve analysis

3.06
MATURE

STABLE

AT - Harapan Raya PRACTITIONER

BEGINNER

BELOW SOP

PRACTITIONER
No Genba Check Sheet Score Poin Customer Satisfaction Score Poin Result Genba by Item Score
1 Kaizen Culture 50% 0.20 1 FIR 98% 0.04 1 Outlet Interior & Exterior 50%
2 TSM Kodawari 54% 0.10 2 RTJ Rate 0% 0.10 2 Customer Facility 50%

F acility
3 ICSK 63% 0.06 3 Success Call PSFU 81% 0.02 3 Basic Tools & Equipment 25%
4 EM60 0% 0.00 4 Fill Rate 100% 0.03 4 4S, Safety, Health & Environtment 20%
5 TAM Marketing Program 50% 0.02 5 VOC Quantity 0.77 0.08 5 Part Warehouse 60%
6 Localized Marketing 50% 0.02 6 0 0% 0.00 6 Marketing & Customer Engagement 75%
7 Value Chain 100% 0.10 7 NPS Ratio 83% 0.08 7 MRA 57%
8 Hansha Renkei 100% 0.05 8 Total L/T 3:00 0.04 8 Appointment Preparation 33%

O p e rati o n
9 CR & VOC Utilization 100% 0.05 9 PM L/T 3:15 0.01 9 Reception 80%
Genba Checksheet 0.60 10 EM L/T 0:00 0.00 10 Production 50%
11 1st Promise Delivery 76% 0.06 11 Washing 0%
12 EM Contribution 0% 0.00 12 Delivery 50%
Kaizen Culture 13 MRA Database Valid 92% 0.04 13 PSFU 0%
100%
CR & VOC…80% TSM Kodawari 14 1K Database Valid 97% 0.04 14 CR & VOC Utilization 100%
60% 15 App. Rate 26% 0.01 15 After Sales collaboration (Hansa Renkei) 100%
40%

R e so u rce
Hansha Renkei 20% ICSK 16 DTR 6.00 0.02 16 Human Resource Development 75%

H u m an
0%
Customer Satisfaction 0.55 17 Training & competency 100%
Value Chain EM60 18 Management Direction 100%
Employee Satisfaction Score Poin 19 Obeya & SGA 0%
Localized… TAM…
Employee Happiness 4.50 0.80 Total Score 39%
Employee Satisfaction 0.80
1
19
100% 2
Next Action Dealer Satisfaction Score Poin 18 80% 3
1 CPUS 93% 0.12 17 60% 4
40%
2 CPS 105% 0.2 16 20% 5
3 TMO Share 95% 0.16 0%
15 6
4 Absorption Rate 59% 0.02 14 7
5 CRt 1K same outlet 92% 0.15 13 8
6 CRt 10K-80K 96% 0.15 12 11 10 9
Dealer Satisfaction 0.80
Target OC 2020
 Outlet Classification (General Repair)
Outlet Classification (General Repair) menggambarkan konsep Best In Town, Customer Satisfaction (CS), Dealer
Satisfaction (DS) dan Employee Happiness (EH) serta evaluasi genba untuk mencapai Best In Town.

Outlet Classification
Menggantikan KPI MATIKS
(QUADRAN LEVEL)
Parameter dan Range Score
 Aktifitas Support dari TAM

TAM akan melakukan support activity untuk melakukan perbaikan bersama dengan Outlet sehingga dapat
meningkatkan posisi Outlet pada level selanjutnya
 Item Mandatory Outlet Clasification (GR):

Lv.5 Employee Happiness, Kaizen Culture , TSM Kodawari, KPI Target,

MATURE ICSK, EM 60, TAM Marketing program, localized marketing, Value
Outlet addeed service, Hansa Renkei.
Lv.4 Employee Happiness, Kaizen Culture , TSM Kodawari, KPI Target,
ICSK, EM 60, TAM Marketing program, localized marketing, Value
STABLE Outlet addeed service.
Lv.3 Employee Happiness, Kaizen Culture , TSM Kodawari, KPI Target,
PRACTITIONER Outlet ICSK, EM 60, TAM Marketing program, localized marketing.
Lv.2 Employee Happiness, Kaizen Culture , TSM Kodawari, KPI Target.
BEGINNER Outlet
Lv.1 Employee Happiness, Kaizen Culture.
BELLOW SOP Outlet
NEW <= 1 yr sejak otorisasi.
OUTLET