Dealer PSF Desk Usage

Incentivisation - SUPREME

25th September 2019

 PSF Desk Incentive Program

Metrics

Metric 1: Number of D+24 H activities attempted in calculation month as % of

delivered to customer for same month = 20% weightage

Metric 2: Number of activities completed with full feedback in calculation

month as % of number of unique customers = 20% weightage Metrics to be calculated on a monthly basis on the 5th of
every month for dealer PSF data and CBSL complaints
Metric 3: Ratio of complaints opened at CBSL in previous month as compared data
to complaints opened at CBSL in calculation month = 50% weightage

Metric 4: RCA submitted by dealership for recurring complaints generated in

calculation month at dealer PSF desk and CBSL = 10% weightage

Though metrics 1 and 2 are important, dealer’s overall score will be less unless they address the main objective of the PSF desk through Metric 3 – to
reduce complaints at CBSL level on a month on month basis. Focus on metric 4 will help in improving results under metric 3.

Metric 4 explanation: Every month RCA will be submitted by dealership for the top most problem area. Complaints associated with this issue will be
monitored for next 3 months by RCXMs. For every month in a quarter, no problem area should not be repeated. In case there is reduction in complaints
due to process change then each member of that team would be awarded for bringing about this reduction.

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 PSF Desk Incentive Program

Stakeholders for Incentivisation

Metric 1: Number of D+24 H activities attempted in calculation Top 2 CREs per State Office (cannot be from
month as % of delivered to customer for same month = 20% same dealership)
weightage
Metric 2: Number of activities completed with full feedback in
calculation month as % of number of unique customers = 20% Hygiene Factor to be satisfied for dealership
weightage
Metric 1 to be satisfied for CRE
Metric 3: Ratio of complaints opened at CBSL in previous month as
compared to complaints opened at CBSL in calculation month = 50%
weightage
Metric 2 to be satisfied for CRE

Metric 4: RCA submitted by dealership for recurring complaints Metric 3 to be satisfied for dealership
generated in calculation month at dealer PSF desk and CBSL = 10%
weightage Metric 4 to be satisfied for dealership

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 PSF Desk Incentive Program

Stakeholders for Incentivisation

Metric 1: Number of D+24 H activities attempted in calculation Top CRM and/or Sales GM per State Office
month as % of delivered to customer for same month = 20%
weightage
Metric 2: Number of activities completed with full feedback in Hygiene Factor to be satisfied for dealership
calculation month as % of number of unique customers = 20%
weightage Metric 1 to be satisfied for dealership
Metric 3: Ratio of complaints opened at CBSL in previous month as
compared to complaints opened at CBSL in calculation month = 50% Metric 2 to be satisfied for dealership
weightage
Metric 3 to be satisfied for dealership
Metric 4: RCA submitted by dealership for recurring complaints
generated in calculation month at dealer PSF desk and CBSL = 10%
Metric 4 to be satisfied for dealership
weightage

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 PSF Desk Incentive Program

Example – For CRM / Sales GM

Employe
Dealer Employee
Metric 1: Number of D+24 H activities attempted Code
Dealer Region Area Position Name Employee Login e First
Last Name
Name
in calculation month as % of delivered to 1002250
MOTOR & GENERAL
North UP East
NIU_TMCV-Sal-N-LKO-1002250-Gorakhpur-
R9_1002250 RAVI PATEL
SALES LTD. DSalCRE
customer for same month = 20% weightage MOTOR & GENERAL
1002250 North UP East TMCV-Sal-N-LKO-1002250-Allahbad-DSalCRE-01 R9_1002250 RAVI PATEL
SALES LTD.
MOTOR & GENERAL ASHIRVA SRIVASTAV
Metric 2: Number of activities completed with 1002250
SALES LTD.
North UP East TMCV-Sal-N-LKO-1002250-Allahbad-DSalCRM AS23_1002250
D A
MOTOR & GENERAL TMCV-Sal-N-LKO-1002250-Gorakhpur-DSalCRE-
full feedback in calculation month as % of 1002250
SALES LTD.
North UP East
01
R9_1002250 RAVI PATEL

number of unique customers = 20% weightage 1002250

MOTOR & GENERAL
North UP East TMCV-Sal-N-LKO-1002250-Gorakhpur-DSalCRM AS23_1002250
ASHIRVA SRIVASTAV
SALES LTD. D A
All positions mapped
Metric 3: Ratio of complaints opened at CBSL in
previous month as compared to complaints Metric 1
opened at CBSL in calculation month = 50%
weightage
No. of vehicles delivered to customer in the month of October = 210
Metric 4: RCA submitted by dealership for recurring No. of D+24H activities attempted in the month of October = 195
complaints generated in calculation month at dealer % score for metric = 92.85% Higher Better
PSF desk and CBSL = 10% weightage

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 PSF Desk Incentive Program

Example – For CRM / Sales GM

Metric 1: Number of D+24 H activities attempted
No. of activities completed with full feedback in the month of October = 110
in calculation month as % of delivered to
customer for same month = 20% weightage
Metric 2: Number of activities completed with
full feedback in calculation month as % of
number of unique customers = 20% weightage
Metric 3: Ratio of complaints opened at CBSL in
previous month as compared to complaints
opened at CBSL in calculation month = 50%
weightage
Metric 4: RCA submitted by dealership for
recurring complaints generated in calculation
month at dealer PSF desk and CBSL = 10%
weightage
Metric 2
No. of unique customers in the month of October = 130
% score for metric = 84.61% Higher Better
Metric 3
No. of complaints opened at CBSL in September = 30
No. of complaints opened at CBSL in October = 20
% score for metric = 150% Higher Better
Any ratio of > 200% to be considered as 200%
Metric 4
RCA submitted = 1
RCA not submitted = 0
Net dealer score = 0.9285*0.20+0.20*0.8461+0.50*1.5+0.1*1
= 1.33 Higher Better
Max score achievable = 1.50

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 PSF Desk Incentive Program

Incentive Amount Program Promotion

Incentive to be offered to top CREs =

Rs. 3,000/- Amazon voucher per CRE
Incentive to be offered to top CRM and Sales GM =
Rs. 5,000/- Amazon voucher each
All winners to receive their Amazon vouchers from
dealer principal and in the presence of TML
representative

Complaint reduction at CBSL will be monitored on monthly basis. For dealerships whose complaints have reduced
month on month after submitting RCA and deploying changes in their process will receive a certificate from RM as a
note of appreciation. Felicitation will happen in every 3 months

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 Thank You

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