BMW B4 R1 Retail Standards 2013 Reference Handbook June 2014 en 1

B4-R1, 13.06.
2014
VISUALS BMW RETAIL STANDARDS 2013+
B4-R1 1
BMW RETAIL STANDARDS 2013+ – REFERENCE HANDBOOK.
TABLE OF CONTENT.
1 Major Changes and Reason Why
2 Retail Standards Documentation BMW Sales
3 Retail Standards Documentation BMW Service
B4-R1 Page 2
MAJOR CHANGES AND REASON WHY.
BMW AND MINI BUILDING & EQUIPMENT CONSULTANCY.
Specification BMW offers a building and equipment consultancy to support the importer/ dealers in case of modifications of the importer/
dealership and/or showroom e.g. reinstallation of brand-specific equipment. The BMW building and equipment consultancy is
mandatory for newly planned importer/ dealerships, for modernizations of importer/ dealerships and/or substantial of the
interior fittings (e.g. walls, floor, ceiling).
Reasoning The BMW Building and Equipment Consultancy ensures a brand adequate implementation on OCS and ICS elements as well
as a brand adequate appearance of the whole importer/ dealership in terms of architecture and importer/ dealership layout
and equipment.
Advantages for importer/ dealer The BMW Building and equipment consultancy offers an individual and personal consulting fitted to the importer/ dealer’s
requirements. The full range consultancy provides a professional and brand specific expertise for all areas of the importer/
dealership as architecture, showroom, customer areas, back office, workshop and warehouse as well as an introduction to
sustainability topics. Derived from this full range offer the consultation together with the importer/ dealer will create a tailor
made plan which will best match with the importer/ dealer’s environment and budget situation and for compliance with the
Retail Standards requirements.
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BMW GROUP SUSTAINABILITY.
Specification New BMW importer/ dealership buildings have to fulfill the “BMW Group Sustainability” target level of 100 - out of a
maximum of 150 - points according to the BMW Group Reference System. The importer/ dealer can select by which Green
Building measures (listed in detail in the BMW Group Reference System) target level of 100 points is met.
Furthermore the new BMW importer/ dealership buildings must feature a “Building Energy Monitoring and Controlling
System” allowing a constant measurement and monitoring of energy key indicators and thereby measure the impact of the
realized Sustainability measures and efficiencies.
Reasoning Sustainability is on everybody’s tongue. In a lot markets there are already local regulations in place to support sustainability
and to protect the environment. Furthermore the social demand on entrepreneurs to act with regard to sustainability, social
responsibility and protection of the environment is growing.
At the same time the aspect of required importer/ dealer investment has to be treated with caution. Therefore the importer/
dealer orientation towards sustainability implementation measures must be carried out in a gradual course of action. Hence
the defined sustainability standards will come into mandatory account for new importer/ dealership buildings only, although
that all importer/ dealers are encouraged to also consider the realization of sustainability measures already at existing
importer/ dealership buildings.
Advantages for importer/ dealer The BMW Building and equipment consultancy offers also a consultation regarding sustainability of real estate projects. The
BMW Group Reference System provides a list of effective sustainability measures fitted for importer/ dealerships. The
importer/ dealer, supported by the BMW consultancy, can make his/her choice according to the individual circumstances.
Some of these sustainability measures can be installed anytime, however to integrate sustainability measures within new
building projects is much easier, much cheaper and more effective than to refit them afterwards.
The Building energy Monitoring and Controlling System offers the importer/ dealer on one hand to control and steer the result
of the implemented sustainability measures as well as to use this system to communicate the sustainability measures to the
customers.
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FUTURE POS.
Specification The Future POS consists of new outdoor and indoor communication material, new showroom furniture as well as new IT tools
(mobile customizer, VPP = Virtual Product Presentation) for product presentation and new retail functions (Product Genius)
with regard to adjusted customer processes.
Reasoning With the implementation of the Future POS within the importer/ dealerships BMW offers the importer/ dealer a wide range of
POS material for outside and inside in order to increase the market appeal of the importer/ dealership and to implement a
premium look and feel of importer/ dealership exterior and interior. In addition new retail staff roles and IT tools based on
latest communication technologies enhance the customer experience.
Advantages for importer/ dealer BMW offers a wide range of communication material for outside and inside. The future digital POS communication offers the
possibility to show communication material provided by the Regional Office as well as to integrate importer/ dealership
individual communication material fitted to the importer/ dealer’s needs. In order to ensure an implementation matching the
importer/ dealer’s individual possibilities (building, budget, size etc.), BMW supports the implementation of the future POS
equipment as well as the handling and operations of the new digital POS communication (digital signage) through a central
brand consultancy. As latest communication technologies are used (e.g. for the digital signage) the update of the
communication material is faster, easier and can be individualized. The new design of the furniture (e.g. sales consultant
workplaces and customer waiting area) creates an informal and relaxed atmosphere and invites the customers to stay within
the importer/ dealership. Furthermore the interior elements provide the perfect basis to implement the new BMW role of the
Product Genius as well as to install the virtual product presentation, one important feature to create an outstanding customer
experience.
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PROCESSES AND MYSTERY SHOPPING.
Specification For the new Retail Standards 2013 we have integrated standards regarding ‘Customer Processes’ e.g. Welcome, Follow-up,
Product Presentation, Test Drive, Handover and CRM. The fulfillment of these processes will be checked by ‘Mystery
Shopping’ and Customer Survey as well as by classical audits. Therefore for each process one or more hard facts are defined
(e.g. test drive was offered to the customer). Soft-facts (e.g. importer/ dealer employee was friendly) are not part of the
measurement for the Retail Standards.
Reasoning Previous Retail Standards have been limited on more or less physical topics like OCS, ICS, the number of showroom cars etc.
However, customer experience, customer treatment and personal contact now need to be integrated into the brand
experience to ensure the relationship between the importer/ dealership and customers meets the requirements of the Retail
Standards 2013+.
Advantages for importer/ dealer Customer orientation is a basic customer expectation towards a premium brand. Customer orientation results in better
customer satisfaction results, higher loyalty of customer and also in more sales and service orders. The compressed list of
relevant customer processes within Retails Standards delivers the importer/ dealer an easy tool with precisely defined
requirements to evaluate their customer treatment / customer processes and to follow-up on implemented measures, if
necessary. In addition BMW offers a wide training program and also on-site coaching to improve those processes.
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AUDITING.
Specification Together with the new Retail Standards 2013+ coming into effect, also a new concept of audit handling will be applied.
Different to the past, the annual audit will then consist of three major phases. After a proactive importer/ dealer self audit at
the beginning of the year, a regular annual audit check by an external auditor will take place during the year. After an internal
result evaluation phase all importer/ dealerships which failed to pass the Retail Standards compliance threshold will have an
appropriate time-period for rectification of failure standards, followed by a re-audit of the respective importer/ dealer on
failure standards.
Reasoning The major aim of the introduction of a importer/ dealer self audit as a preparation for the regular annual onsite audit is to
generate more importer/ dealer involvement and transparency for the importer/ dealer combined with an efficiency increase of
onsite auditing leading to a two direction advantage.
Advantages for importer/ dealer As an overall benefit for the importer/ dealer the introduction of an annual proactive importer/ dealer self audit will generate a
higher result dependability for the importer/ dealer resulting in a better year-planning reliability.
Further, the focus and check of failure standards only in the re-audit will lead to a reduction of importer/ dealer capacity
blocking and an increase of time efficiency for the importer/ dealer.
B4-R1 Page 7
IMPORTER/ DEALER SIZE CLUSTERING.
Specification An importer/ dealer size clustering has been integrated into the new Retail Standards 2013+. In sales this clustering is related
to the annual planned sales volume, in service it is related to the number of work bays.
In addition to the clustering of the ICS elements BMW offers various alternative ICS sets within each cluster size.
Sales
BMW XS S M L XL XXL
Units < 100 100 -199 200 - 399 400 - 599 600 - 999 > 1.000
Service
BMW XS S M L XL XXL
Work bays 3-4 5-8 9-12 13-16 17-20 21-25
Reasoning The importer/ dealer size clustering gives the opportunity to tailor the requirements and necessary invests according to the
importer/ dealer size. Furthermore it creates more transparency as special formats are reduced.
Advantages for importer/ dealer Importer/ dealer size clustering provides the importer/ dealer with transparency regarding the standard requirements which
are based on importer/ dealer size. In turn this provides greater transparency regarding required investments. Alternative ICS
sets within each importer/ dealer size cluster provide the importer/ dealer with greater choice when selecting an ICS set that
fits best the showroom layout.
For best possible ICS set selection and implementation BMW offers building and equipment consultancy.
B4-R1 Page 8
RETAIL STANDARDS 2013+ – REFERENCE HANDBOOK.
TABLE OF CONTENT.
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RETAIL STANDARDS 2013+ BMW SALES.
SECTION 1: IMPORTER/ DEALERSHIP BRAND ARCHITECTURE.
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1.1 BMW Building and Equipment Consultancy (incl. Sustainability / Green Building Advisory)
Requirement BMW offers a building and equipment consultancy. The BMW building and equipment consultancy, based on the
BMW Building and Equipment Process, is mandatory for newly planned importer/ dealerships, modernisations of
importer/ dealerships (interior and exterior) and for reinstallation of brand-specific equipment of the showroom.
The agreed planning is to be implemented.
Scaling
XS S M L XL XXL
BMW Building and Equipment

X X X X X X
Consultancy
Notes • BMW Building and equipment consultancy can be done locally however the consultants must be trained by BMW
AG Architects.
• Please refer to the attached Excel-spreadsheet at the end of the Retail Standards 2013+ (version: Sales)
Type of Check BMW Regional Office
B4-R1 Page 12
1.2 Brand Architecture Elements in case of modernisation

Requirement The elements as defined in the table "Brand Architecture Elements" must be considered for modernizations of
importer/ dealerships.
Scaling
XS S M L XL XXL
Brand Architecture Elements in case

X X X X X X
of modernization
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1.2 Brand Architecture Elements in case of modernisation

Notes • List of Brand Architecture elements see below (and also attached in the Retail Standards).
Geometry:
> Orthogonal language of shapes.
Brand separation
> Architectural separation of the BMW Brand Appearance. Clear visual separation of BMW building visible from the exterior (e.g. vertical and horizontal separation of building
volumes e.g. cut in facade, facade setback or neutral entrance zone in-between brands).
> Different roof height for visual separation of BMW and MINI brand (depending on existing building). No continuous eaves, if possible.
Façade
> Façade color white (e.g. RAL 9010) dominant for exclusive brand representation,
> Frames of doors and windows in anthracite (e.g. RAL 7016), also if facade is renovated .
Roof
> Roof surface equipped with white or light colored sheeting or covered by a light colored layer of gravel.
Street:
> Illustration of a recognizable street formation on the floor by differentiation of floor materials, so called “BMW Driving Gallery” (using BMW CI anthracite colored tiles).
Ceiling
> Space enclosing ceilings equipped with soundproofing measures.
Stairways
> Stairs enclosed on both sides by a wall or wall slab, no free standing stairways.
> Step riser made of solid material, step tread covered with tiles in CI (beige).
Wall
> Railing in sales area must be constructed either as a massive white element or large glazed area.
Floor
> Transition between different flooring must be separated with a stainless steel rail.
Outside facilities
> Functional landscaping concept for area surrounding the importer/ dealership only using orthogonal shapes, no organic forms.
> Lighting Concept for the outside facilities.
Outside facilities - parking
>Target floor space for each customer parking spot at least 2.75 m x 5 m.
>Black closed surface for parking spaces.
> Chamfered or reduced height of curbs. -Maximum height: 10cm
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1.3 Outside Facilities

Requirement The importer/ dealer ensures the following elements for the outside facilities:
• a clear signage for traffic circulation areas outside (signage in correspondence to the BMW Outdoor
Communication System (OCS) specification is recommended)
• a clear signage for indoor and/or outdoor parking spots (signage in correspondence to the BMW Outdoor
• a visual and/or physical and/or spatial separation between customer and workshop areas is optional
• a separated area for waste collection incl. screen to prevent customer view
Scaling
XS S M L XL XXL
Example: Signage for parking spots
Outside Facilities X X X X X X
Example for separation of customer and workshop area Example for a separated area for waste collection
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1.4 BMW Group Sustainability in Real Estate Projects - for Retail importer/ dealership
Requirement BMW Group Sustainability in Real Estate Projects
New BMW importer/ dealership buildings have to fulfill the “BMW Group Sustainability” target level of 100 - out of a
maximum of 150 - points according to the BMW Group Reference System „BMW Group Sustainability in Real Estate
Projects - for Retail importer/ dealership“. The importer/ dealer can select in his discretion by which Green Building
measures (listed in detail in the BMW Group Reference System „BMW Group Sustainability in Real Estate Projects -
for Retail importer/ dealership“) the BMW Group Green Building target level of 100 points is met.
Monitoring Sustainability
New BMW importer/ dealership buildings must feature a "Building Energy Monitoring and Controlling System"
allowing a constant measurement and monitoring of energy key indicators and thereby measure the impact of the
realized Sustainability measures and efficiencies (water-, heating/ cooling-, electricity energy-, and greenhouse gas
emissions savings).
The metering and collection of the relevant key indicators must be realized according to the different functional areas
of a BMW importer/ dealership: showroom area, office area, workshop area, storage area and outside area.
Scaling
XS S M L XL XXL
BMW Group Sustainability in Real

X X X X X X
Estate Projects
Monitoring Sustainability X X X X X X
Notes • Mandatory for all importer/ dealer sizes

• The BMW Group Reference System is attached to the Retail Standards.
• Check feasibility with BMW architects
Type of Check Audit/ BMW Regional Office
Example for Monitoring Sustainability

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SECTION 2: OUTSIDE AREA AND OUTDOOR COMMUNICATION SYSTEM (OCS).
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B4-R1 Page 19
2.1 Exclusive Pylon

Requirement The Exclusive Pylon is in correspondence to the BMW Outdoor Communication System (OCS) specification.
The Exclusive Pylon shows the BMW brand symbol and up to pylon size P6 also the importer/ dealer name and
optionally the address (street, street number).
The integration of further brand elements on the pylon is subject to the prior confirmation by BMW.
Alternatively the importer/ dealer can install additionally pylon size P7 -P10.
The Exclusive Pylon should be spotlighted from below (2 ground spots for direct illumination, glare-free) if possible.
Further Exclusive Pylons for signalization of BMW Service, if offered on site, are not required.
Outdated versions of the BMW Outdoor Communication System (a prior version of Exclusive Pylon) are to be removed
immediately and not to be used any longer.
Scaling XS S M L XL XXL
Pylon 1 1 1 1 1 1

• If Sales and Service are offered on the same site (ff), a separate Service OCS is not required.
• If MINI (Sales) is offered on the same site a separate black MINI pylon is required.
B4-R1 Not allowed anymore Example: MINI fully fledged Example: MINI Service only Page 20
and Sales only
2.2 Outdoor Flags / Flagpoles

Requirement There are at least two flagpoles, one with the BMW brand flag and one with a current product flag or a launch flag. The
flagpoles are grouped together.
If more than two flagpoles are erected in a row or in a group, they are set equidistant from one to another with a
maximum deviation of +/>15 cm.
The flagpoles should be spotlighted from below (one ground spot per flagpole providing direct illumination) if
possible.
Scaling
XS S M L XL XXL
Outdoor Flags / Flagpoles 2 2 2 2 2 2
Brand Flag Product Flags

Example: MINI adjacent independent Example: MINI adjacent bordering Example: MINI adjacent integrated
B4-R1 Page 21
2.3 Facade Banner (BMW brand module + importer/ dealer name module)
Requirement The modules of the importer/ dealer name and of the BMW brand symbol are displayed on the bearing structure in
correspondence to the BMW OCS.
Further modules for signalization of BMW Service, if offered on site, are not required.
Outdated versions of the BMW OCS Facade Banner are to be removed and not to be used any longer. Old facade
banners (e.g. backyard or outhouse) are to be removed.
The modules of the importer/ dealer name and of the BMW brand symbol should be well-positioned at the entrance, if
possible. Brand Module importer/ dealer Name Module
importer/ dealer Name / Brand

1 1 1 1 1 1
Module
Example: BMW fully fledged (ff) and MINI flully fledged (ff) for adjacent-bordering buildings
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2.4 Entrance Sign

Exception
Requirement Directly at the entrance to the importer/ dealer (outside or inside) there is at least one separate entrance sign.
Depending on the architectural conditions the entrance sign can be free standing, wall or side-wall mounted.
Specifically, this comprises the following:
• width 1000 mm, minimum height 666 mm
• white background with black letters (e.g. sign "Entrance" according to BMW OCS specification)
• name
• title "BMW Authorized importer/ dealer", further indication for BMW Service, if offered on site, is not required
• address (optional)
• e-mail and internet address (optional)
• telephone and fax numbers
• opening times
• if inside: clearly visible and legible from the outside
The integration of further brands on the sign is subject to the prior confirmation by BMW.
The address, e-mail and internet address, telephone and fax numbers and opening hours can alternatively be
declared on a separate sign, but in a brand-neutral way.
A further entrance sign signaling BMW Service, if offered on site, is not required.
Scaling
XS S M L XL XXL
Entrance Sign BMW fully fledged and MINI
Entrance Sign 1 1 1 1 1 1
fully fledged only in case of
one shared entrance.
B4-R1 Page 23
2.5 Product Listing Sign

Exception
Requirement Directly at the entrance to the importer/ dealer (outside or inside) there is at least one separate sign listing of all
products offered.
Depending on the architectural conditions the offer sign can be free standing, wall or side-wall mounted.

• white background with black letters (e.g. sign "Offer" in accordance with BMW OCS specification)
• list of products (e.g. New Cars, Used Cars etc.)
A further Product Listing Sign for BMW Service, if offered on site, is not required.
Scaling
XS S M L XL XXL
Product Sign 1 1 1 1 1 1
Notes • Mandatory for all importer/ dealer sizes Product Listing Sign BMW fully fledged and MINI
• Exception: if entrance is shared with MINI the product listing sign can also be shared fully fledged only in case of
one shared entrance.
B4-R1 Page 24
2.6 Communication Wall OPTIONAL

Requirement The importer/ dealer uses a communication wall in correspondence to the BMW Outdoor Communication System
(OCS) specification.
Scaling
XS S M L XL XXL
Communication Wall 1 1 1 1 1 1
B4-R1 Page 25
2.7 Joy Banner OPTIONAL

Requirement The importer/ dealer uses a BMW branded facade communication design. One possible option is to apply stickers to
the windows or attach posters over large areas. It is possible to further intensify the inviting effect by means of a light
installation or by optimizing the existing lighting.
Scaling
XS S M L XL XXL
Facade Communication (Joy Banner) * 25m² * 25m² * 50m² * 50m² * 80m² * 80m²
*) recommendation
Example
B4-R1 Page 26
2.8 Additional Lighting Facade (white) OPTIONAL

Requirement It is possible to further intensify the inviting effect of façade communication elements by means of a light installation
or by optimizing the existing lighting. White lighting is recommended.
Scaling
XS S M L XL XXL
Additional Lighting Facade (white) X X X X X X
B4-R1 Page 27
2.9 Outdoor Highlight Platform OPTIONAL

Requirement The importer/ dealer uses a highlight area in front of the importer/ dealership to emphasize specific cars (e.g. during
product launches).
The importer/ dealer uses a battery charger for the outside highlight vehicle to ensure the permanent illumination of
the highlight vehicle's corona rings.
Scaling
XS S M L XL XXL
Outdoor Highlight Platform X X X X X X
Example Highlight Platform
B4-R1 Page 28
2.10 Parking Spots or alternatively Customer Parking Management Process

Requirement The importer/ dealer ensures
• parking spots for its customers and/or
• provides an effective customer parking management process and/or
• provides a customer shuttle management process.
Scaling
XS S M L XL XXL
Parking Spots or alternatively

Customer Parking Management X X X X X X
Process
Size of parking spots: Recommendation for existing facilities, mandatory for new facilities starting from 01/2014.
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2.11 Outdoor Communication Stele (fixed or flexible or Communication Display Backlit) OPTIONAL
Requirement The importer/ dealer ensures that the customer parking area is generally clean and well-groomed. Additionally, there
are outdoor communication steles (fixed or flexible or communication display backlit) installed according to BMW
ICS/ OCS specifications and in use.
Scaling
XS S M L XL XXL
Outdoor Communication Stele (fixed

or flexible or Communication Display X X X X X X
Backlit)
B4-R1 Page 30
2.12 Customer Charging Point: Standbox

Requirement As of 07/2015:
The importer/ dealer provides at least one customer charging point (standbox with at least one outlet or wallbox, both
according to BMW specifications).
Recommended is to use a standbox with two outlets (according to BMW specifications) on the customer parking
place for the customer charging.
The installation (numbers, type, capacity and cross section of cables etc.) must be according to BMW specifications
and includes the installation of an ethernet cable.
The installation of the charging device must ensure that during charging vehicles walkways are not crossed and
therefore the cable can not be accidentally knocked down by vehicles or other movable objects.
It is recommended to install a DC Box on one charging point, either within the workshop or as customer charging
point.
Scaling
XS S M L XL XXL
Customer Charging Point: Standbox X X X Example: Wallbox
Notes • Necessary for BMW PHEVs (Plug-in Hybrid electric vehicles)

• Mandatory from importer/ dealer size L (400 units annual planned retail volume)
Example: Standbox
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SECTION 3: BMW SALES AREA.
B4-R1 Page 33
B4-R1 Page 34
3.1 Floor Surfaces

Requirement New cars in the showroom are only displayed on matt anthracite floor surfaces made of tiles or on the BMW ICS
platform.
For all other areas the floor surface is matt beige tiles.
Transition period until 31.03.2015.
Exception only for old grey tiles: Transition period for importer/ dealers which invested into grey tiles (former CI color)
from 10/2008 to 03/2012: grey tiles allowed until 31.12.2017.
Optional:
The size of 0.30 m x 0.60 m is recommended for matt anthracite floor tiles in the Driving Gallery. The tiles should be
placed in a shifted way according to BMW Brand Architecture Standard.
In case of new building sandwich floor, double layer, twin deck floor should to be integrated.
In case of new building or modernizations the transitions between different flooring should be separated with a
stainless steel rail.
Scaling
XS S M L XL XXL
Floor Surfaces X X X X X X Tiles: BMW Anthracite Tiles: BMW Beige
Recommended for existing importer/ dealer: The Flooring system enables tiles
to be laid as a floating installation quickly and easily.
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3.2 Walls
Requirement Walls in the BMW sales area are colored white. Glass walls are also permitted.
Wiring, installations, equipment and devices are not visible on the surface of the walls.
Free standing columns have a scrub resistant coating at the base. The coating at the base has the same color as the
column (white).
Free standing columns must not have a base molding.
Scaling
XS S M L XL XXL
Walls X X X X X X
Plaster Plaster, painted

white white
Glass
B4-R1 Page 36
3.3 Brand Separation Divider to other brands

Requirement In the case of a combined/shared presentation of BMW and other non-Corporate BMW Group brands the BMW new
car presentation is clearly separated in the sales area.
To ensure a separation by open ground of the BMW sales area and areas of non-Corporate BMW Group brands there
is at least one sight impermeable divider (e.g. wall) installed in between.
The divider comprises the following:

· it is fixed to the ground
· it is sight impermeable
· the minimum height is 2.0 m; rest of divider up to ceiling can be closed, left open or fitted with glass
· it is in orthogonal line to a wall
· it is in a straight line
· the surface in direction of the BMW brand is colored white.
Scaling
XS S M L XL XXL
Brand Separation Divider to other

X X X X X X
brands
B4-R1 Page 37
3.4 Ceiling
Requirement The ceiling in the car display area is at least 2.75 m above floor level.
The ceiling color is white (e.g. RAL 9010).
For new buildings a suspended, plain and smooth ceiling has to be placed at least over the BMW Driving Gallery and
over the sales consultant workplaces and has to be corresponding to their geometry.
The suspended ceiling is equipped with soundproofing treatment if necessary (e.g. perforated, acoustical plaster)
and integrated lighting flush.
The height of the suspended ceiling above the sales consultant workplaces is lower than the one above the BMW
Driving Gallery, if possible.
Scaling
XS S M L XL XXL
Ceiling X X X X X X
For new buildings: suspended ceiling X X X X X
Notes • Ceiling must be white only. Grey or silver is not allowed any longer.
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3.5 Lighting
Requirement The intensity of light in the car display area is at least 500 Lux (800 Lux recommended) (measured at a height of 1.5
m above floor level).
The lighting bodies are transparent or colored white, grey, silver or black.
The luminous color above the BMW Driving Gallery is cold (estimation: 4000K - 4200K). The luminous color above
the other area is warm (estimation: below 3600K).
Scaling
XS S M L XL XXL
Lighting X X X X X X
B4-R1 Page 39
3.6 BMW New Cars on Showroom Display - New Car Name Plate
Requirement The actual number of BMW new cars to be displayed by the importer/ dealer is dependent on its annual planned retail
sales volume (see table "BMW importer/ dealer Size Scaling").
At least three BMW new cars are displayed in the showroom.
A border of 0.60 m around each car on display is kept free of any items to ensure optimal access to the cars on
display.
The borders of each car on display do not overlap.
An ideal display area per displayed BMW new car to be strived for is at least 35 m².
The alignment / arrangement of all new cars on display should be in roadway in one or more lanes ("Driving Gallery").
The importer/ dealer ensures electrical power supply for every BMW showroom car. The wiring for electrical supply is
invisible (e.g. by floor boxes). The transition period for the invisible electrical power supply is until 31.03.2015.
For importer/ dealer which invested into anthracite tiles from 10/2008 to 06/2011the transition period for invisible
electrical power supply is until 31.12.2017.
The importer/ dealer provides every BMW car in the showroom with a name-plate (front and back, identifying the
model). The layout / content of the name-plate complies with the BMW Regional Office specifications (see example
including writing coinage).
Scaling
XS S M L XL XXL
BMW New Cars on Showroom Display 3 4 6 7 9 10 Example: Name plate
New Car Name Plate X X X X X X
Notes
The vehicles are arranged in a
straight road formation.
The Vehicles are arrayed one
behind the other within one lane
heading the same direction. If
there are two (or more) lanes, the
lanes have to be arranged in the
same or opposite direction.
New Cars in showroom are only

displayed on floor surfaces made
of anthracite tiles or on the BMW
ICS platform. Distance in between two
cars at least: 1.2 m
B4-R1 Page 40
3.6 BMW New Cars on Showroom Display - Showroom Car with original Accessories
Requirement Minimum one showroom car must be equipped with Original BMW accessories according to RO specifications.
Scaling
XS S M L XL XXL
Showroom Car with Accessories X X X X
Notes Details (RO specifications):

- Minimum of one showroom car that is retrofitted with accessories for larger importer/ dealer (M, L, XL, XXL)
- Value (customer end price incl. VAT, with installation) of accessories that is retrofitted must be between 3% - 7%
of the car value (sticker price, incl. VAT)
- Accessories must be mentioned on the price list
Recommendation:
- Take accessories that can be retrofitted and/ or removed easily (e.g. wheels, roofbox, travel & comfort system, etc.)
- Offer the accessories as a „package price“
- Highlight the car (e.g. car platform)
B4-R1 Page 41
3.7 Model Mix of showroom cars

Requirement The showroom car fleet of the importer/ dealer complies with the differs in model, option and/or colour mix according
to BMW Regional Office Showroom Car specifications in order to ensure a representative and flexible product
presentation in the showroom.
Scaling
XS S M L XL XXL
Model Mix of showroom cars X X X X X X
Notes • Changes of model mix are communicated 6 months in advance.
B4-R1 Page 42
3.8 Highlight Platform

Requirement 'The importer/ dealer uses a highlight platform in correspondence to the BMW Indoor Communication System (ICS)
specifications. The number of highlight platforms is according to the importer/ dealer size scaling.
Scaling
XS S M L XL XXL
Highlight Platform 1 1 1 1 2 2
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3.9 Price Stele

Requirement The importer/ dealer uses a price stele with price board (vehicle equipment, price, financing offer, energy rating) incl.
brochure holder for each displayed BMW New Car.
The layout / content of the price label complies with the BMW Regional Office specifications. A digital price stele is
also possible.
Scaling
XS S M L XL XXL
Price Stele X X X X X X
Example: Label
B4-R1 Page 44
3.10 Indoor Signage (ex Brand Module)

Requirement The importer/ dealer uses an indoor signage in correspondence to the BMW Indoor Communication System (ICS)
specification. The indoor signage can be wall mounted or ceiling mounted.
Scaling
XS S M L XL XXL
Indoor Signage (ex Brand Module) 1 1 1 1 1 1
B4-R1 Page 45
3.11 color and Trim Display, freestanding or color and Trim Wall wall mounted
Requirement The importer/ dealer uses a wall mounted or free standing color and trim display in correspondence to the BMW
Indoor Communication System (ICS) specification. Transition period until 31.03.2015.
The importer/ dealer ensures that only valid editions of color & trim samples are on display on all color & trim sample
walls in the showroom. Invalid color and trim samples are removed from display.
Scaling
XS S M L XL XXL
Wall mounted or free standing 1 1 1 1 1 1
B4-R1 Page 46
3.12 Communication Stele OPTIONAL

Requirement The importer/ dealer uses the communication stele as supporting medium for communication topics in the sales area
or Driving Gallery.
Scaling
XS S M L XL XXL
Communication Stele 1 1 1 1 1 1
B4-R1 Page 47
3.13 Communication Display wall mounted

Requirement
The importer/ dealer uses an additional communication display wall mounted small (recommended size:180x120cm)
in correspondence to the BMW Indoor Communication System (ICS) specification.
The importer/ dealer uses an additional communication display wall mounted large (recommended size:
280x120cm) in correspondence to the BMW Indoor Communication System (ICS) specification.
Scaling
XS S M L XL XXL
Communication Display small (Print),

1 1 1 1 1 1
recommended size: 180x120 cm
Communication Display large (Print),

1 1
recommended size: 280x120 cm
B4-R1 Page 48
3.14 Digital Communication Stele (vertical or horizontal)

Requirement The importer/ dealer uses a digital communication stele which is placed within the BMW showroom / sales area
(ideally located next to the highlight presentation). Transition period until 31.03.2015.
• Directional sound or sound on/off Automatic.

• Player / PC (according to BMW specifications).
• Digital Communication Stele, non-touch, horizontal:
LED Screen, 46", Full-HD, non-touch, horizontal format on a stele and a set-top-box (e.g. AppleTV) to have
access to the screen with the Tablet PC Instead of a Communication Display (Digital / non-touch) , the importer/
dealer can use a free standing Communication Display (Print) including a screen in correspondence to the BMW
Indoor Communication System (ICS) specification (for strategic purposes located next to the highlight
presentation).
• Digital Communication Stele, touch, vertical:
LED Screen, 46", touch, vertical format on a stele
• Content: POS.digital.
• The importer/ dealer ensures electrical power supply for the Communication Display (digital).The wiring for
electrical supply is invisible (e.g. by floor boxes). The transition period for the invisible electrical power supply is
until 31.03.2015.
For importer/ dealers which invested into new tiles corresponding to the BMW CI from 10/2008 to 06/2011the
transition period for invisible electrical power supply is until 31.12.2017.
• Only if POS digital is available in the market
Scaling Example: Non touchable Display Example: Touchable Display
XS S M L XL XXL
Directional sound X X X X X X
Player / PC 1 1 2 2 2 3
Digital Communication Stele, non-

1 1 1 1 1 1
touch, horizontal
Digital Communication Stele, touch,

0 0 1 1 1 2
vertical
Content: POS.digital X X X X X X
Electrical power supply X X X X X X

Example: Free standing Communication Display (Print) including screen
B4-R1 Page 49
3.15 Digital Communication Stele, non-touch, horizontal, low OPTIONAL

Requirement The importer/ dealer uses a digital communication stele which is placed within the sales area (ideally located next to
the entrance at the window - need to be seen from the outside).
• Player / PC (according to BMW specifications)
• LED Screen, non-touch, horizontal
• Content: POS.digital
Scaling
XS S M L XL XXL
Digital Communication Stele, non-

X X X X X X
touch, horizontal, low
B4-R1 Page 50
3.16 Removal of old ICS elements

Requirement The importer/ dealer removes the following old ICS elements from the BMW Sales area: Indoor Flags
• indoor flags
• brand curtain
• set of 6 clip-on picture frames
• consulting lounge (incl. brand wall, consulting unit, color and material sample module (side board).
Transition period for the removal of the consulting lounge until 31.03.2015.
Possible further usage of the consulting lounge couch within the BMW handover area.
Scaling Brand Curtain

XS S M L XL XXL
Removal of old ICS elements X X X X X X
Set of 6 clip-on
picture frames
Consulting Lounge
B4-R1 Page 51
3.17 Sales Consultants Workplace

Requirement The new car sales consultant workplace is located in or directly adjacent to the BMW showroom allowing the sales
consultant an unobstructed view into the BMW sales area. The sales consultation module furniture is in
correspondence to the BMW Indoor Communication System (ICS) specifications.
Exception only for old furniture: Transition period for Importer/ dealers which invested into the last generation of
furniture (former CI) from 01/2011 to 12/2012: old furniture allowed until 31.12.2016.
The new car Sales Consultant Workplace unit consists of:

• carpet (or wooden floor)
• folding screen (basic or upgraded)
• one table lamp
• office desk
• container (CPU - or Roll container)
• office chair / revolving workstation chair
• sideboard (high)
• standard PC with 2 monitor ports (HDMI) and Standard Monitor for the office desk or business notebook for the
office desk
• Software for the standard PC or business notebook: Configurator (SA3), DMS
• 1 consultation table
• 2 consultation chairs
• sideboard (low)
• LED Screen, 46" Full-HD Screen (for low sideboard) and a set-top-box (e.g. AppleTV) to have access to the screen
with the Tablet PC
• Tablet PC with WLAN and 3G
• Software for the tablet PC: e.g. mobile customizer to configure cars on the tablet PC
The sales consultant workplace and the consultation module can be placed separately within the BMW showroom,
however IT connection for the consultation module must be ensured.
In the event the Importer/ dealer establishes additional (optional) sales consultants workplaces situated in the BMW
sales area, such additional sales consultants workplaces have to be equipped accordingly and the furniture must
comply with the BMW Indoor Communication System (ICS) specification.
B4-R1 Page 52
3.17 Sales Consultants Workplace

Scaling
XS S M L XL XXL
Sales Consultation Module 1 2 2 3 3 4
Tablet PC with WLAN and 3G 1 2 2 3 3 4
Software for the tablet PC 1 2 2 3 3 4
Virtual Product Presentation VPP opt opt opt opt opt opt
B4-R1 Page 53
3.18 Consultation Satellite OPTIONAL
B4-R1 Page 54
3.18 Consultation Satellite OPTIONAL

Requirement The importer/ dealer uses a consultation satellite which is located within the BMW showroom. The consultation
satellite furniture is in correspondence to the BMW Indoor Communication System (ICS) specification. Transition
period until 31.03.2015.
• Consultation satellite furniture (table and container) according to the BMW ICS specification
• Virtual Product Presentation (VPP). The required hardware for each VPP installation is:
1) a powerful graphics workstation, according to BMW specifications
2) adequate monitor cable to a digital signage LED screen, 46"" full-HD (non-touch)
3) For the communication WLAN is necessary (Standard: 802.11n, Network protocoll Bonjour is recommended).
• at least one consultation satellite needs a cable connection to the LED screen, non-touch, horizontal, these two
elements must be located within monitor cable length to each other e.g. at the highlight presentation.
• Tablet PC with WLAN and 3G
• Software for the tablet PC: mobile customer to configure cars on the tablet PC and as input device for VPP
• Business laptop for Product Genius
Scaling
XS S M L XL XXL
Consultation satellite furniture 0 0 1 1 1 1
Virtual Product Presentation 0 0 1 1 1 1
Cable connection 0 0 1 1 1 1
Tablet PC with WLAN and 3G 0 0 1 1 1 1
Software for the tablet PC 0 0 1 1 1 1
Business laptop 0 0 0 1 1 1
B4-R1 Page 55
3.19Plant OPTIONAL
Requirement The importer/ dealer uses plants to further enhance the atmosphere of his showroom. Pots and plant should be in
correspondence to the BMW Indoor Communication System (ISC) specification.
Premium artificial plants also allowed as an exception.
Scaling
XS S M L XL XXL
Potted Plant 1 1 2 2 3 3
Example
Example
B4-R1 Page 56
3.20 Sound OPTIONAL

Requirement The importer/ dealer provides background music in the area of the Driving Gallery and the Waiting area/ Isetta Bar.
Volume must be adjusted to create a comfortable atmosphere and a background character.
Scaling
XS S M L XL XXL
Sound X X X X X X
B4-R1 Page 57
3.21 Presentation of Accessories and Lifestyle products

Requirement The importer/ dealer presents BMW accessories and lifestyle products within a dedicated showroom area. The
presentation must be of high-quality and easily accessible. As the customer should be encouraged to touch, try on
and try out everything, it is important to provide a changing cubicle for the collections.
Scaling
XS S M L XL XXL
Presentation of Accessories and

X X X X X X
Lifestyle products
B4-R1 Page 58
3.22 Additional Communication and Presentation Kit OPTIONAL

Requirement The importer/ dealer uses the communication and presentation kit (Exhibits/ window stickers etc.) to highlight certain
products or topics.
Scaling
XS S M L XL XXL
Additional Communication and

1 1 1 1 1 1
Presentation Kit
Presentation Kit of adaptive headlight in the showroom (floor sticker).
Presentation Kit of automatic air conditioning on waiting room chairs. Presentation Kit of head-up display in the washrooms. Page 59
B4-R1
3.23 Nametags
Requirement The dedicated BMW personnel (sales advisor) in the BMW sales area and the customer area wears name tags in
accordance to BMW Regional Office specifications: BMW Logo in accordance to BMW CI (see example). No other
brand logos.
Scaling
XS S M L XL XXL
Nametags X X X X X X
Example: Name Tag BMW
Name Tag BMW and MINI not allowed
B4-R1 Page 60
3.24 BMW Business Cards MUST

Requirement While advising or negotiating with BMW customers the dealer's new car sales personnel (e.g. sales advisor) uses
brand exclusive business cards with the BMW typeface and the 3-dimensional BMW brand symbol, which comply
with the BMW Corporate Identity guidelines.
Scaling
XS S M L XL XXL
BMW Business Cards X X X X X X
BV-50 Page 61
3.25 Institutional Brand Design

Requirement In the event of brand specific communication for the BMW business the importer/ dealer uses always the correct
layout for brand exclusive letterheads and invoices which complies with the BMW Corporate Identity guidelines. This
comprises the usage of the BMW typeface and the 3-dimensional BMW brand symbol.
Scaling
XS S M L XL XXL
Institutional Brand Design X X X X X X
B4-R1 Page 62
3.26 Sales Literature and Price Lists

Requirement Valid editions of sales literature and valid price lists which are relevant to the current BMW models are permanently
available and displayed.
Scaling
XS S M L XL XXL
Sales Literature and Price Lists X X X X X X
B4-R1 Page 63
3.27 Battery Charger for the showroom

Requirement The importer/ dealer uses a battery charger, according to BMW specifications (e.g. DBL-500) to charge the batteries
of the showroom cars.
Scaling
XS S M L XL XXL
Battery Charger for the showroom X X X X X X
Example: Battery Charger DBL-500
B4-R1 Page 64
3.28 Battery Tester for Showroom Cars

Requirement The importer/ dealer uses a LED battery tester for every showroom car. A solar panel is recommended. The importer/
dealer ensures the regular battery charging of the showroom cars to avoid depth discharging of the battery by a
charging plan and a charging responsible person.
If permanent charging for every showroom car is available an additional battery tester is not required.
Scaling
XS S M L XL XXL
Battery Tester for Showroom Cars X X X X X X
B4-R1 Page 65
3.29 Wallbox (Charger)

The importer/ dealer presents a wallbox (charger) for high voltage batteries within the BMW showroom area.
Electrical power supply for customer demonstration must be ensured.
In case the importer/ dealer also offers BMW Service or BMW i vehicles or BMW i Service and presents there a wallbox
(charger) so an additional wallbox for customer presentation for BMW Sales is not required.
Only if PHEV is available in the market.
Scaling
XS S M L XL XXL
Wallbox (Charger) X X X X X X
B4-R1 Page 66
3.30 Charging New Car Vehicles on Stock

The importer/ dealer ensures that BMW PHEVs new cars on importer/ dealer stock are maintained to avoid depth
discharging of the HV battery by a maintenance plan and a maintenance responsible person.
Only if PHEV is available in the market.
Scaling
XS S M L XL XXL
Charging New Car Vehicles on Stock X X X X X X
B4-R1 Page 67
SECTION 4: CUSTOMER AREA.
B4-R1 Page 69
4.1 Reception Counter

Requirement The reception counter specifically comprises:·
• closed counter front with counter top surface"
• connection points for electricity, telephone and IT
• Indoor Signage on or above the counter.
Scaling
XS S M L XL XXL
Reception Counter X X X X X X
Side units
Reception desk
1 workplace , seating
B4-R1 Page 70
4.1 Reception Counter Furniture according to BMW CI

Requirement The Importer/ dealer uses for the reception / info counter furniture in correspondence to the BMW Indoor
Communication System (ICS) specifications.
furniture (former CI colour) from 01/2011 to 12/2012: old furniture allowed until 31.12.2016.
• BMW Reception Counter Furniture in correspondence to the BMW Indoor Communication System (ICS)
specifications: Size Small (1 workplace, standing).
specifications: Size Medium (1 workplace, seated).
specifications: Size Large (2 workplaces, with corner).
• connection points for electricity, telephone and IT.
1 workplace, standing
Scaling
XS S M L XL XXL
BMW Reception Size small 1 1
BMW Reception Size medium 1 1
BMW Reception Size large 1 workplace , seating

1 1
Connection points X X X X X X
2 workplaces , with corner

B4-R1 Page 71
4.2 Communication Display Backlit OPTIONAL

Requirement The importer/ dealer uses a communication display backlit near the entrance to create a welcoming warm BMW
typical atmosphere and to communicate special highlight topics.
Scaling
XS S M L XL XXL
Communication Display backlit small 1 1 1 1
Communication Display backlit large 1 1
B4-R1 Page 72
4.3 Welcome Desk OPTIONAL

Requirement The importer/ dealer uses the BMW mobile welcome desk close behind the main entrance to welcome customers.
Scaling
XS S M L XL XXL
Welcome Desk 1 1 1
B4-R1 Page 73
4.4 Waiting Area/ Cafeteria acc. to BMW CI

Requirement The Importer/ dealer uses for the Waiting Area/ Cafeteria furniture in correspondence to the BMW Indoor
Communication System (ICS).

furniture (former ICS) from 01/2011 or later: New ICS furniture has to be installed at the latest by 01.01.2017.
The BMW Waiting Area / Cafeteria specifically comprises:

The BMW Waiting Area / Cafeteria specifically comprises:
• lamp
• sideboard low, optional if Digital Communication Display, non-touch is wallmounted
• seating (lounge chairs, arm chairs)
• coffee table (round or angular)
• brown carpet / wooden floor possible
• "Bar Element" Sideboard (high)
• Digital Communication Display, non-touch, pedestal
• player / PC incl. the Content: POS.digital (If POS is available in the market)
• free usage of a tablet PC (optional)
• free w-lan access
• newspapers and magazines
• hot and cold drinks as a gesture of courtesy (no plastic cups)
• snacks and/or fruits as a gesture of courtesy (optional)
• folding Screen (basic or upgraded) (optional)
B4-R1 Page 74

Scaling
XS S M L XL XXL
Lamp 1 1 1 1 1 1
Sideboard low 1 1 1 1 1 1
Seating 3 3 6 6 9 9
Coffee table 1 1 2 2 3 3
Brown carpet / wooden floor possible 1 1 1 1 1 1
"Bar Element" Sideboard (high) 1 1
Digital Communication Display, non-

1 1 1 1 1 1
touch, pedestal
Player / PC 1 1 1 1 1 1
Free usage of a tablet PC (optional) 1 1 1 2 2 2
Free w-lan access X X X X X X
Newspapers and magazines X X X X X X
Hot and cold drinks X X X X X X
Snacks and/or fruits (optional) X X X X
Folding Screen (optional) 1 1 1 1 1 1
B4-R1 Page 75
B4-R1 Page 76
4.5 Isetta Bar OPTIONAL

Requirement The importer/ dealer uses the Isetta Bar, a snack bar with a modern ambience featuring comfortable seating and
Media centre (wireless internet, tablet PC, Digital Dynamic Signage content, information material, films). The Isetta
Bar should be attached to the BMW Waiting Area.
Various versions for different importer/ dealer sizes available: Isetta Bar S/M/L/XL
Free usage of a tablet PC.
Scaling
XS S M L XL XXL
Isetta Bar X X X X X X
Free usage of a tablet PC X X X X X X
B4-R1 Page 77
4.6 Kids area / action area OPTIONAL

Requirement In order to enable parents to enjoy a relaxed visit to BMW, entertainment can be offered for children, too – including
Baby Racers, books and drawing materials. All in a dedicated area. A suitable space for the play area must be defined
and the relevant toys are procured (incl. give-aways). Various versions for different importer/ dealer sizes available:
Kids Wall; Kids Dome M/L.
• Kids Dome structure
• LED Screen, 32"-40" non-touch, horizontal
• Game processor (i.e. PlayStation etc.)
• Content: Games
Kids Dome structure 1 1 1 1 1 1
LED Screen, 32"-40" 1 1 1 1 1 1
Game processor 1 1 1 1 1 1
Content: Games X X X X X X
B4-R1 Page 78
4.7 Heritage Wall OPTIONAL

Requirement The importer/ dealer presents the importer/ dealer's history to the customer by using the "Heritage Wall" design
established by BMW AG. The graphics/glass display cases/exhibits should be illuminated, power supply ensured and
exhibits must not block visitor movement or escape routes. Various versions for different importer/ dealer sizes
available: small/large.
Scaling
XS S M L XL XXL
Heritage Wall 1 1 1 1 1 1
B4-R1 Page 79
4.8 Plant OPTIONAL

Requirement The importer/ dealer uses plants to further enhance the atmosphere of his showroom. Pots and plant should be in
correspondence to the BMW Indoor Communication System (ISC) specification.
Scaling
XS S M L XL XXL
Potted Plant 2 2 2 2 3 3
B4-R1 Page 80
4.9 Decoration-kit OPTIONAL

Requirement The importer/ dealer uses a decoration-kit (e.g. desk equipment, vases, bowls) in order to create a consistent look
and feel.
Scaling
XS S M L XL XXL
Decoration-kit 1 1 1 1 1 1
B4-R1 Page 81
4.10 Customer wash rooms

Requirement Customer wash rooms and toilets comply with a premium (BMW brand) adequate appearance. This contains the
following minimum requirements:
• air circulation
• intensity of Light 200 lx (also in proximity of mirrors of the washrooms)
• each toilet is in a separate room enclosed by ceiling height walls.
This is mandatory for new buildings. For existing buildings and modernizations it is strongly recommended.
Scaling
XS S M L XL XXL
Customer wash rooms X X X X X X
Each toilet is in a separate room

X X X X X X
enclosed by ceiling height walls Example: Washrooms with premium appearance.
B4-R1 Page 82
4.11 BMW New Car Handover area

Requirement There is a dedicated (separated or closed) vehicle handover area with gateway possibility inside the building.
Scaling
XS S M L XL XXL
New Car Handover area 1 1 1 1 1 1
B4-R1 Page 83
4.11 BMW New Car Handover area

Requirement In case of and for as long as being a BMW brand exclusive showroom there is a dedicated (separated or closed)
vehicle handover area with gateway possibility inside the building. The importer/ dealer equips the BMW New Car
Handover area with furniture in correspondence with the BMW Indoor Communication System (ICS).
The Importer/ dealer equips the new car handover area with the following:
(Transition period until 31.12.2016.)
Scaling
XS S M L XL XXL
Seating (chairs, lounge chairs,

3 3 3 3 3
armchairs or high chairs)
Table (coffee table or high desk) 1 1 1 1 1
Place to deposit (table) e.g. present,

1 1 1 1 1 1
flowers, documents
Car cover sheet (e.g. electrical
1 1 1 1 1 1
curtain), (optional)
Congrat board (also digital possible) 1 1 1 1 1 1
Communication display (print) wall

1 1 1 1 1
mounted or free standing
Walls, ceiling & floor are in
correspondence with the BMW
X X X X X X
Indoor Communication System (ICS)
specifications
Spacious container / sideboard
1 1 1
(3 parts, low), (optional)
Brown carpet/ wooden floor X X X X X
As of 07/2015: customer / private

1 1 1 1 1 1
Wallbox , fully operational, (Optional)
B4-R1 Page 84
4.12 Appearance / Cleanliness of customer areas

Requirement All areas accessible for customers (counters, waiting area, wash rooms, sales areas etc.) have to be clean and well
arranged:
• regular cleaning of these areas (by external company or internal staff, plan must be available with cleaning intervals
and responsibilities, cleaning is documented)
• no visible storage of packages
• accurate usage of waste bins
• professional justification of cables.
Scaling
XS S M L XL XXL
Appearance / Cleanliness of
X X X X X X
customer areas
B4-R1 Page 85
SECTION 5: INFORMATION TECHNOLOGY.
5.1 Extranet / Internet / S-Gate / WLAN

Requirement The importer/ dealer uses the Extranet (S-Gate) with high-speed internet access (recommended ADSL speed).
The importer/ dealer has wireless LAN access available in all customer areas.
IT Tools
The importer/ dealer uses application software products which are approved by BMW Regional Office or compatible
with BMW Regional Office system requirements and are designated for related retail business processes.
Additionally, the importer/ dealer ensures the usage of current released versions of data and software releases for
processing.
The importer/ dealer implements all interfaces (IT-technical and record layouts defined by BMW Regional Office)
between the importer/ dealer and BMW Regional Office.
Scaling
XS S M L XL XXL
Extranet / Internet / S-Gate / WLAN X X X X X X
Type of Check Audit
B4-R1 Page 87
5.2 New Cars - Online Assistant / importer/ dealer Planning & Ordering
Requirement The importer/ dealer uses the Online Assistant (within S-Gate) for the access to importer/ dealer planning and vehicle
ordering functions.
Can be replaced by market system.
Scaling
XS S M L XL XXL
Online Assistant X X X X X X
Type of Check Audit
B4-R1 Page 88
5.3 Sales Assistant OPTIONAL

Requirement The uses the Sales Assistant (or subsequent system) including an interface to the importer/ dealer Management
System (DMS).
Scaling
XS S M L XL XXL
Sales Assistant X X X X X X
Type of Check Audit
B4-R1 Page 89
5.4 General Systems (PIX)

Requirement Partner Information Exchange (PIX):
The importer/ dealer accepts PIX data and processes the PIX data in the importer/ dealer Management System (IMS/
DMS). BMW Regional Office receives data from the importer/ dealer via IMS/ DMS.
Scaling
XS S M L XL XXL
General Systems (PIX) X X X X X X
B4-R1 Page 90
5.5 SPOA (Service Package Online Access) OPTIONAL

Requirement The importer/ dealer uses SPOA (Service Package Online Access) for the ordering of late selling Service Packages
(Service Packages sold after the car ordering.
Scaling
XS S M L XL XXL
SPOA (Service Package Online

X X X X X X
Access)
Type of Check Audit
B4-R1 Page 91
5.6 Learning Management System

Requirement The importer/ dealer uses the general E-Learning and training booking system (e.g. WBT, GQS, or subsequent
systems).
Learning Management System X X X X X X
B4-R1 Page 92
5.7 Importer/ Dealer Management System (IMS/ DMS)

Requirement The importer/ dealer uses a IMS/ DMS (importer/ dealer Management System) recommended by BMW Regional
Office. Required interfaces are implemented by the importer/ dealer.
Scaling
XS S M L XL XXL
importer/ dealer Management

X X X X X X
System (DMS)
B4-R1 Page 93
SECTION 6: MANAGEMENT.
6.1 Business Plan / Balanced Score Card

Requirement The importer/ dealer prepares an annual business plan / balanced score card not later than the end of (month)in co-
ordination with the BMW Regional Office (market teams, area manager).
The planning content is according to BMW Regional Office specification.
Specifications include e.g.:
• Retail Target/Delivery Plan
• Option Sales per Vehicle
• Operating Result including bonuses
• Customer Satisfaction Index New Cars
Scaling
XS S M L XL XXL
Business Plan / Balanced Score Card X X X X X X
B4-R1 Page 95
6.2 Interfirm Comparison

Requirement The importer/ dealer takes part in the Interfirm Comparison / Händlerbetriebsvergleich (IFC / HBV) and needs to
upload the Business Management Reports (Contribution I-III, Profit, Balance Sheet, Non Financial, Stock) into IFC
System (online) on a quarterly base. The deadline is 4 weeks after the quarter end, the 4th quarter BMR to be
delivered not later than March of the following year. Data quality: complete report required.
Scaling
XS S M L XL XXL
Interfirm Comparison X X X X X X
B4-R1 Page 96
6.3 EHS Management System OPTIONAL

Requirement The importer/ dealer runs an environment, health and safety management system and is certified accordingly. This
environmental management system shall comply with a generally accepted relevant standard e.g. ISO 14001, BS
OHSAS 18001.
Scaling
XS S M L XL XXL
EHS Management System X X X X X X
B4-R1 Page 97
6.4 QMS Certification OPTIONAL

Requirement The importer/ dealer runs a quality management system and is certified accordingly. The certification is not older than
three years.
This management system complies with generally accepted relevant standards (e.g. ISO 9001).
Scaling
XS S M L XL XXL
QMS Certification X X X X X X
B4-R1 Page 98
SECTION 6: DEMONSTRATOR CARS.
6.5 Demonstrators Cars

Requirement The Importer/ dealer ensures the availability of demonstrator cars at his Importer/ dealership. The demonstrator car
fleet of the Importer/ dealer differs in model, engine, option and color. The number and mix of required demonstrator
cars is defined by the Regional Office/Area Manager according to the BMW Regional Office demonstrator car policy.
Regional Office Demonstrator Conditions: Latest model and holding period: Minimum 3 months starting from the
registration date and 3.000 km / Maximum 6 months or 12.000 km (whatever comes first).
Scaling
XS S M L XL XXL
Demonstrators Cars X X X X X X
B4-R1 Page 99
SECTION 7: PERSONNEL / TRAINING.
7.1 Personnel Changes

Requirement The importer/ dealer informs the BMW Regional Office about all personnel changes quoting current function codes or
comparable codes (registration and deregistration) within 30 working days within the learning management system
(e.g. GQS).
With regard to internal employment / function changes the importer/ dealer submits personnel changes latest after 30
days within the learning management system (e.g. GQS).
Scaling
XS S M L XL XXL
To inform BMW about personnel

X X X X X X
changes
B4-R1 Page 101

7.2 Sales Personnel

Requirement The required total capacity of certified BMW Sales Advisor depends on the BMW annual planned retail sales volume
(APRSV)/ delivery plan, at least 1 certified BMW Sales Advisor.
Scaling
XS S M L XL XXL
Sales Advisor according to planned

X X X X X X
sales volume
B4-R1 Page 102

7.3 Development Centre for Managerial Functions OPTIONAL

Requirement All existing Sales Managers go through a development centre in order to obtain an individual development plan.
(If available in the market).
Scaling
XS S M L XL XXL
Individual development plan for all

X X X X X X
existing Sales Managers
B4-R1 Page 103

7.4 Employee Dialogue + DNI (Development Need Identification) OPTIONAL

Requirement ‘Employee Dialogue’ is a discussion between supervisor and employee to evaluate past performance, future
potential, development needs and career opportunities.
The importer/ dealer annually conducts an employee dialogue with all employees and documents the development
need identification results (DNI) within the personnel files.
The DNI contains specific training needs as well as an indication of planned promotions. An anonymised summary of
all identified training needs on outlet level delivered to the BMW Regional Office (once a year, tbd. by the Regional
Office) .
(If available in the market).
Scaling
XS S M L XL XXL
Employee Dialogue + DNI X X X
B4-R1 Page 104

7.5 Initial Training (Phase 1 - 3)

Requirement The key functions General Manager, Sales Manager and Sales Advisor take part in the initial certification training
(ICT) of BMW which consists of three phases. Training days are to be defined by the Regional Office but 10 days plus
basic product training are the minimum requirement.
Phase 1 of ICT: mandatory distance learning within the first 4 weeks after registration as a first preparation and entry
requirement for face-to-face training.
Phase 2 of ICT: mandatory start-up face-to-face training within the first six months after registration
Phase 3 of ICT: mandatory foundation face-to-face within the first 15 months after registration and completed with
the respective certification. The certification is in accordance with the standards and functions set by BMW.
For all trainings the defined learning path has to be followed.
The key function Product Genius takes part in a role-specific initial certification training (ICT) of BMW. 7 days
Training is the minimum requirement and defined learning path has to be followed.
Only for selected markets (tbd. by Regional Office)
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Participation Initial Training X X X X X X
B4-R1 Page 105

7.6 Additional Training / Refresher Training (Focus Training)

Requirement All key functions (General Manager, Sales Manager Sales Advisor, Product Genius) attend additional training
according to the regulation "Focus Training":
Sales Manager / General Manager:
> mandatory face-to-face Regional Office-driven training, Product Launch Training (PLT) (not less than two days)
> further individual training courses (not less than three days)
Sales Advisor/ Product Genius:
> mandatory face-to-face Regional Office-driven training, Product Launch Training (PLT) (not less than two days)
> further individual training courses (not less than two days)
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Participation Additional Training X X X X X X
B4-R1 Page 106

7.7 A Distance Learning Venue OPTIONAL

Requirement A distance learning site is available at the importer/ dealership away from daily business activities – either in a
separate room or in an area that can be separated from the remainder of the site and has the corresponding IT
requirements (PC, Browser) and audio visual media (screen, TV, DVD player). (IT and audio visual learning hardware
is not necessarily at the same location).
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A Distance Learning Venue X X X X X X
B4-R1 Page 107

7.8 Training Program Transparency for all Employees OPTIONAL

Requirement The importer/ dealer informs all employees about the current BMW training program (e.g. notice on the bill board or
other communication channels). GQS access for all employees is not necessary.
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Training Program Transparency for

X X X X X X
all Employees
B4-R1 Page 108

7.9 Product Genius

Requirement There is a dedicated function in the importer/ dealership to inform all interested incoming customers on product
specification on all BMW products as well as Connected Drive and E/E functions etc. This function has to be
trained/certified.
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Product Genius X X
B4-R1 Page 109

7.10 Customer Welcome Staff OPTIONAL

Requirement There is a dedicated function in the importer/ dealership to welcome all incoming customers.
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XS S M L XL XXL
Customer Welcome Staff X X
Type of Check BMW Regional Office, Audit
B4-R1 Page 110

7.11 Financing, Leasing, Consultation OPTIONAL

Requirement There is a dedicated Finance & Insurance Manager.
For smaller importer/ dealers a dedicated Finance & Insurance function is recommended.
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Financing, Leasing, Consultation X X
B4-R1 Page 111

SECTION 8: CUSTOMER PROCESSES.
8.1 Customer Welcome OPTIONAL

Requirement Customers at the importer/ dealership are actively welcomed after entering the importer/ dealership (by name if
possible). The welcoming importer/ dealer employee passes on the customer to the respective person or area.
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Customer Welcome X X X X X X
Type of Check Mystery Shopping
B4-R1 Page 113

8.2 Product Information/ Expertise OPTIONAL

Requirement Interested customers are provided with a detailed product information for relevant products and product features up
on request of the customer.
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Product Information / Expertise X X X X X X
B4-R1 Page 114

8.2 Product Information/ Expertise OPTIONAL

Requirement The detailed product information should be done by the product genius (see 7.11). After product information the
product genius offers to the customer the passing on to a sales person.
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Product Information / Expertise X X
B4-R1 Page 115

8.3 Product Presentation OPTIONAL

Requirement All sales persons (or product genius) conduct a systematic and customer needs oriented product presentation
containing the following:
• presenting the customer target model (or similar vehicle)
• showing and explaining the exterior (i.e. design, lines, lamps etc.)
• inviting the customer to sit in the front seats
• showing and explaining the interior and demonstrating functional variety (i.e. i-drive, connected drive, navigation
system, technical USPs differentiating from competitors e.g. Efficient Dynamics, Run flat tyres) as well as showing
and explaining the trunk.
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Product Presentation X X X X X X
B4-R1 Page 116

8.4 Test Drive Offer OPTIONAL

Requirement The importer/ dealer actively encourages to every prospective customer a test drive after the need analysis and before
signing contract.
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Test Drive Offer X X X X X X
B4-R1 Page 117

8.5 Test Drive Preparation

Requirement For the handover to the prospect / customer the test drive vehicles are clean inside and outside and without any
personal belongings. Technical features/ options available in the test drive vehicle are prepared for the usage of the Test Drive
prospect / customer during test drive (e.g. test drive routes saved in the navigation system or printed version).
The preparation of the test drive vehicle can be done by another person than the sales person. Pre-Defined Maps
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Test Drive Preparation X X X X X X
Type of Check Audit
Example: Pre-Defined Route
B4-R1 Page 118

8.6 Test Drive Procedure OPTIONAL

Requirement The importer/ dealer fulfils the following test drive procedure requirements:
• The test drive is conducted within a week latest or according to prospect / customer wish. Test Drive
• The test drive is conducted with a vehicle that matches best with the series/engine combination the customer is
interested in. Procedure
(If the importer/ dealer does not have the matching combination available he has to use all possible sources in
order to find a matching product (e.g. local or regional test drive pool or the test drive centre or other importer/
dealers).
• The test drive is conducted with an explanation of the basic features, equipment, controls to the customer before
test drive.
If the test drive is accompanied, selected features must be explained and demonstrated during a test drive (e.g.
Ipad App, connected drive) if actively requested during need analysis
• This can be done by another person than the sales person.
Right after the test drive a sales person is available for the prospect / customer.
In case the test drive is conducted by a test drive center the test drive procedure is not within the importer/ dealer's
responsibility except for the test drive booking.
Test Drive Procedure X X X X X X
B4-R1 Page 119

8.7 Test Drive Booking System

Requirement The importer/ dealer uses an electronical booking system for the test drive vehicles (e.g. within DMS, ISPA, excel-
sheets). Test Drive
In case of the usage of test drive centers, local and regional test drive pools the importer/ dealer uses the respective
booking system. Booking System
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Test Drive Booking System X X X X X X
B4-R1 Page 120

8.8 Follow-up on Test Drives

Requirement The importer/ dealer makes a first attempt to contact the prospect / customer within 48 hours (two working days)
after the test drive. The importer/ dealer successfully contacts the prospect / customer face-to face or by telephone Test Drive
within five working days after the test drive.
Satisfaction Survey
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Follow-up on Test Drives X X X X X X
Type of Check Audit
B4-R1 Page 121

8.9 Documentation of Test Drives and Follow-ups

Requirement All test drives and the follow-ups of the test drive are documented in the customer contact history within the importer/
dealer CRM system.
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Documentation of Test Drives and

X X X X X X
Follow-ups
B4-R1 Page 122

8.10 Follow-up on Offers OPTIONAL

Requirement After submitting an offer to the customer the importer/ dealer makes a first attempt to contact the prospect /
customer within 48 hours (two working days). The importer/ dealer successfully contacts the prospect / customer
face-to face or by telephone within five working days after submitting the offer to the customer.
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Follow-up on Offers X X X X X X
B4-R1 Page 123

8.11 Documentation of Offers and Follow-up of Offers

Requirement All offers and the follow-ups of the offers are documented in the customer contact history within the importer/ dealer
CRM system.
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Documentation of Offers and Follow-

X X X X X X
up of Offers
B4-R1 Page 124

8.12 Trade-in Offer OPTIONAL

Requirement The importer/ dealer offers customers the creation on a trade-in offer for the current customer car.
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Trade-in Offer X X X X X X
B4-R1 Page 125

8.13 Offer of Additional Service Packages and E/E functionalities OPTIONAL

Requirement The sales person offers actively additional service packages (e.g. BSI) and E/E functionalities to the customer during
the sales conversation.
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Offer of Additional Service Packages

X X X X X X
and E/E functionalities
B4-R1 Page 126

8.14 Sales Contract Compliance

Requirement The layout of the BMW sales contract complies with BMW CI and has no other brand logos on it. It's content
regarding assumptions of warranty complies with the importer/ dealer contract (according to relevant paragraph in
the importer/ dealer contract).
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Sales Contract Compliance X X X X X X
B4-R1 Page 127

8.15 Pre Delivery Communication OPTIONAL

Requirement The importer/ dealer conducts a systematic and regular customer communication between sales closure and delivery
(at least one contact until delivery).
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Pre Delivery Communication X X X X X X
B4-R1 Page 128

8.16 Handover Procedure/ Special Treat

Requirement The importer/ dealer ensures a premium handover procedure with a special treat of the customer. The handover
procedure contains at least the following:
• perfect vehicle preparation check by the delivery person
• entering home address of customer into the navigation system (if applicable)
• offer of explanation / showing the features as well as the operation of the car
• explanation of the warranty terms
• special treat of the customer containing at least the following requirement:
• handing over a personalized gift (e.g. flowers, champagne, M&L Products, handover picture) and
• covering the car (optional)
• each customer gets the personal attention of the sales person during the delivery in at least one of the delivery
steps (confirming the delivery date, signing the contract, greeting, carrying out the delivery, saying good-bye)
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Handover Procedure/ Special Treat X X X X X X
B4-R1 Page 129

8.17 Service Contact Introduction

Requirement The importer/ dealership ensures that during delivery every customer is introduced to his future service contact
(personally, by business card, service brochure or other type of media).
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Service Contact Introduction X X X X X X
Example: Welcome package, include Business card, service brochure, etc.. Personal introduction (e.g. for fully fledged importer/ dealers)..
B4-R1 Page 130

8.18 Post Delivery Contact

Requirement The importer/ dealer contacts all customers within one week after delivery at the latest (post-delivery call) ideally by
the sales person (or at least by sales team).
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Post Delivery Contact X X X X X X
B4-R1 Page 131

8.19 Complaint Response

Requirement The importer/ dealer responds to customer complaints within 48 hours (two working days). The response contains a
proper customer information as well as next steps to be taken.
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Complaint Response X X X X X X
B4-R1 Page 132

8.20 Complaints Management

Requirement The importer/ dealer manages and documents all customer complaints - from the first inquiry of the customer until
the complaint is solved - in the customer contact history within the retail CRM.
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Complaints Management X X X X X X
B4-R1 Page 133

8.21 Customer Care until Repurchase

Requirement The importer/ dealer ensures that all customers are contacted six months after sales and six months before
repurchase date.
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Customer Care until Repurchase X X X X X X
Purchase Repurchase
Conquest Loyalty Loyalty / Win Back
Contact Contact
Customer Customer
B4-R1 Page 134

8.22 Customer and Prospect Care Management

Requirement The importer/ dealer has a customer and prospect care program with at least two contacts per year:
• one compulsory contact by the sales person / on behalf of the sales person
• one active importer/ dealer communication (e.g. importer/ dealer magazine, newsletter, invitation for events).
All contacts are documented in the customer contact history within the importer/ dealer CRM system.
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Customer and Prospect Care

X X X X X X
Management
Example: Birthday call
Example: Birthday Call
B4-R1 Page 135

Example: Mailing to customer
8.23 CRM - Lead Management

Requirement The importer/ dealer ensures that all inquiries from customers e.g. by email, voicemail or sms are responded to within
48 hours (two working days). This includes any leads received from BMW Group.
The minimum level of lead follow up must be 90%.
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CRM - Lead Management X X X X X X
B4-R1 Page 136

8.24 Retail CRM System

Requirement The importer/ dealer has implemented a retail CRM system (typically within DMS or SA 3) which is the leading system
for all customer data, the customer contact history and customer contact planning in the importer/ dealership.
Excel based system acceptable for selected smaller markets.
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XS S M L XL XXL
Retail CRM System X X X X X X
B4-R1 Page 137

8.25 CRM - Qualified Address Stock

Requirement The quality of all importer/ dealer's customer and prospect addresses comply with the address quality criteria defined
by BMW Regional Office below.
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CRM - Qualified Address Stock X X X X X X
Notes • Criteria for qualified addresses (quality criteria and fulfillment criteria).
• - 80% of all customer and prospect addresses of the importer/ dealer are qualified
• Address quality criteria:

• > Name of Sales Consultant
• Customer Data:
• > Surname
• > First Name
• > Sex
• > Address
• > Telephone/mobile number
• > email
• > Status (Prospect, Customer)
• Car Data:
• > Current Model
• > Date of Replacement
• > Mileage of current car
• > Data of interest car
• Contact Results:
• > Next date for contact
B4-R1 Page 138

8.26 Importer/ Dealer Address Stock

Requirement All qualified customer and prospect addresses are allocated to a sales person (incl. sales manager) within the
importer/ dealership.
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importer/ dealer Address Stock X X X X X X
B4-R1 Page 139

8.27 Customer Promises / 5-Star Rating

Requirement The importer/ dealer takes part in the Customer promises program and 5-Star-Rating incl. the follow-up of customer
ratings/complaints.
Only for selected markets to be defined by Regional Office.
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Customer Promises / 5-Star Rating X X X X X X
B4-R1 Page 140

SECTION 9: MARKETING.
9.1 Marketing Planning

Requirement The importer/ dealer draws up an annual marketing plan by the right time (tbd. by BMW Regional Office), at latest
December of the previous year. The Marketing Plan format is according to BMW Regional Office specifications.
The marketing plan shows all year activities respecting the relevant mix of events, print, digital and online media
activities, and comprises the planned marketing measures and the corresponding targets, budgets and months of
implementation.
A person responsible for marketing planning (at least in auxiliary function) must be defined and notified to BMW
Regional Office.
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Marketing Planning X X X X X X
B4-R1 Page 142

9.2 Marketing Responsible

Requirement A person responsible for marketing planning must be defined and notified to BMW Regional Office. Starting from
importer/ dealer size XXL a dedicated marketing person for BMW only is required.
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Marketing Responsible X X X X X X
Dedicated Marketing Person X
B4-R1 Page 143

9.3 Events
Requirement The importer/ dealer conducts at least one launch event for every launch (e.g. VIP event, public or other target group
events).
In addition to this, the importer/ dealer conducts at least one event per year covering further product/technology or
seasonal related topics.
The importer/ dealer documents all events e.g. by photographs, letters, ads.
Note for dealers: Participation in national importer events are also accepted.
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Events X X X X X X
B4-R1 Page 144

9.4 POS Communication

Requirement The importer/ dealer orders the material provided for launches (Point of Sale (POS) Launch Kit) and other material for
further product/technology or seasonal related topics in time and implements this in accordance with BMW Regional
Office specifications.
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XS S M L XL XXL
POS Communication X X X X X X
B4-R1 Page 145

9.5 Early Test Drive Events

Requirement The importer/ dealer conducts at least one active drive event off the importer/ dealer premises (e.g. road shows) per
year to gain prospect customers (currently not in a purchase decision process) and to generate leads.
Note for dealers: Participation in national importer events are also accepted.
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XS S M L XL XXL
Early Test Drive Events X X X X
B4-R1 Page 146

9.6 Online Media

Requirement The importer/ dealer uses the BMW Internet or BMW Online CI for the format of the BMW Internet appearance.
The layout of brand exclusive Internet pages, online media and social network appearance and the usage of the BMW
Corporate Identity Elements (BMW Brand symbol and BMW typeface) comply with the BMW Corporate Identity
requirements. An internet domain and an e-mail address are brand specific (in accordance with BMW Regional Office
specifications).
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XS S M L XL XXL
Online Media X X X X X X
B4-R1 Page 147

9.7 POS Media Update/ Responsibility

Requirement A importer/ dealer POS content management tool is in place at the importer/ dealership.
A dedicated function for the daily supervising of all POS and showroom communication (at least in auxiliary function)
must be defined and notified to BMW Regional Office.
This person is trained on the importer/ dealer POS content management system and ensures that all business areas
and communication channels are fully-fledged with the respective POS media content and actively in use.
If POS content management tool is available in the market.
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POS Media Update/ Responsibility X X X X X X
B4-R1 Page 148

9.8 Digital Content-management

Requirement The importer/ dealer ensures that only the latest content is shown on all digital devices.
If POS content management tool is available in the market.
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XS S M L XL XXL
Digital Content-management X X X X X X
Type of Check Audit
B4-R1 Page 149

SECTION 10: BUSINESS CUSTOMER SALES.
10.1 Business Customer Data Management OPTIONAL

Requirement The importer/ dealer captures for all business customers all relevant data e.g. company contact details, fleet profile,
leasing company infos, car policy.
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XS S M L XL XXL
Business Customer Data

X X X X X X
Management
B4-R1 Page 151

10.2 Sales Consultant Business Customers OPTIONAL

Requirement There is at least one dedicated sales consultant function for BMW business customers .The total number of sales
consultant for BMW business customers is according to BMW annual planned business customers sales volume/
delivery plan (BMW Regional Office specifications below).
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XS S M L XL XXL
Sales Consultant Business

X X X X X X
Customers
Notes • Further scaling requirements according to the Regional Office: 1 sales consultant per (full) 120 units annual
planned retail sales volume (APRSV), at least 1.
B4-R1 Page 152

10.3 Business Customer Sales Consultant Equipment OPTIONAL

Requirement The business customer sales consultant of the importer/ dealership is equipped with:
• a laptop with 3G connection
• mobile phone with email function.
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Laptop with 3G connection X X X X X X
Mobile phone with email function X X X X X X
B4-R1 Page 153

10.4 Business Plan OPTIONAL

Requirement The importer/ dealer provides an annual business plan for business customers not later than the end of (month) in co-
ordination with the BMW Regional Office (market teams, area manager) comprising at least the following content:
• business plan / delivery plan for business customers sales containing annual target for BMW business customers
sales set per importer/ dealer and per business customer sales person
• a specific business development plan for business customers sales (details tbd. by BMW Regional Office, e.g.
attack list top ten prospects, development plan for key customers,…)
• a marketing plan for BMW business customer sales. The content details of the marketing plan as time schedule,
budget, activities is to be defined by the Regional Office.
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Business plan / delivery plan X X X X X X
Business development plan X X X X
Marketing plan X X X X X X
B4-R1 Page 154

10.5 Training / Certification of Sales Personnel Business Customers OPTIONAL

Requirement The BMW business customers sales person take part in specific courses for business customer sales. All BMW
business customers sales persons are certified.
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XS S M L XL XXL
Training / Certification of Sales

X X X X X X
Personnel Business Customers
B4-R1 Page 155

10.6 Mailings Business Customers OPTIONAL

Requirement The importer/ dealer contacts his business customers regularly e.g. via email, letters, personal contact. At least once
a year.
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XS S M L XL XXL
Mailings Business Customers X X X X X X
B4-R1 Page 156

10.7 User-Chooser Data OPTIONAL

Requirement The quality of all importer/ dealer's business customer addresses comply with address quality criteria defined by
BMW Regional Office below.
Scaling
XS S M L XL XXL
User-Chooser Data X X X X X X
Notes Quality criteria by the Regional Office:

> Name of Sales Consultant
Customer Data:
> Company Name
> Contact at Company
> Address
> Telephone/mobile number
> Email
> Status (Prospect, Customer)
Car Data:
> Current Models
> Date of Replacement
> Mileage of current cars
> Data of interest cars
Contact Results:
> Next date for contact
B4-R1 Page 157
RETAIL STANDARDS 2013+ – REFERENCE HANDBOOK.
TABLE OF CONTENT.
B4-R1 Page 159

RETAIL STANDARDS 2013+ BMW SERVICE.
SECTION 1: SERVICE REPAIRER BUILDING.
1.0 General Note for Service ICS/OCS

Requirement BMW Service specific elements of the Outdoor Communication System (OCS) shall also be used by BMW importers/
dealers as far as they perform BMW Service. For BMW importers/ dealers selling new BMW Automobiles and
performing BMW Service in one integrative location a BMW Service Pylon is not mandatory in addition to the BMW
importer/ dealer Pylon. Like BMW Service Workshops, BMW importers/ dealers shall only use the BMW Service CI at
locations and separate parts of a business premise where only BMW Service is performed.
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General Note for Service ICS/OCS X X X X X X
B4-R1 Page 160

1.1 Building and Workshop Consultation (incl. Sustainability / Green Building Advisory)
Requirement BMW offers a building and equipment consultancy. The BMW building and equipment consultancy, based on the
BMW Building and Equipment Process, is mandatory for newly planned buildings and workshop, modernizations of
workshops (interior and exterior) and for reinstallation of brand-specific equipment of the showroom.
Scaling
XS S M L XL XXL
Building and workshop Consultation

(incl. Sustainability / Green Building X X X X X X
Advisory)
Notes • BMW Building and equipment consultancy can be done locally however the consultants must be trained by BMW
AG Architects.
B4-R1 Page 161

1.2 Outside Facilities

Requirement The importer/ authorized repairer ensures the following elements for the outside facilities:
• a clear signage for traffic circulation areas outside (signage in correspondence to the BMW Outdoor
• a clear signage for indoor and/or outdoor parking spots (signage in correspondence to the BMW Outdoor
• a visual and/or physical and/or spatial separation between customer and workshop areas is optional
• a separated area for waste collection incl. screen to prevent customer view
Scaling
XS S M L XL XXL Example: Signage for parking spots
Outside Facilities X X X X X X
Examples for separation of customer and workshop area Examples for a separated area for waste collection
B4-R1 Page 162

2.1 Exclusive Pylon BMW Service

Requirement The exclusive pylon is in correspondence to the BMW Outdoor Communication System (OCS) specification.
The pylon shows the title "BMW Service importer/ authorized repairer".
The integration of further brand elements on the pylon is subject to the prior confirmation by BMW.
Outdated versions of the BMW Outdoor Communication System (a prior version of pylon) are to be removed
immediately and not to be used any longer.
If fully fledged (ff) please refer to Sales Standards.
If MINI Service is offered on the same site an additional exclusive MINI Service Pylon is required.
Service pylon located clearly visible in front of the building (eg. close to street).
Scaling
XS S M L XL XXL
Pylon BMW Service 1 1 1 1 1 1
Example for service only outlet
B4-R1 Page 164

2.2 Outdoor Flags / Flagpoles BMW Service

Requirement There is at least 1 flagpole with a flag showing the title "BMW Service".
If more than 1 flagpole is erected in a row or in a group, they are set equidistant from one to another with a maximum
deviation of +/-15 cm.
The flagpoles should be spotlighted from below (1 ground spot per flagpole providing direct illumination) if possible.
If fully fledged (ff) a BMW Service Flag is required.
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XS S M L XL XXL
Outdoor Flags / Flagpoles BMW

1 1 1 1 1 1
Service
B4-R1 Page 165

2.3 Façade Banner BMW Service

Requirement The module "BMW Service" and the module of the importer/ authorized repairer name are displayed on the bearing
structure in correspondence to the BMW OCS specifications.
Outdated versions of the BMW OCS Facade Banner are to be removed and not to be used any longer. Old facade
banners (e.g. backyard or outhouse) are to be removed.
The module "BMW Service" and the module of the importer/ authorized repairer name should be well-positioned at
the entrance if possible.
Scaling BMW Service Module

XS S M L XL XXL
Façade Banner BMW Service 1 1 1 1 1 1
Facade banner/ Bearing structure

Notes • if Sales and Service are offered on the same site, a separate Service OCS is not required.
B4-R1 Page 166

2.4 Entrance Sign

Requirement Directly at the entrance to the importer/ authorized repairer (outside or inside) is at least one separate entrance sign.
Depending on the architectural conditions the entrance sign can be free standing, wall or side-wall mounted.

• white background with black letters (e.g. sign ""Entrance"" according to BMW OCS specification)
• name
• title "BMW Service - importer/ authorized repairer"
• address (optional)
• e-mail and internet address (optional)
• telephone and fax numbers
• opening times
The address, e-mail and internet address, telephone and fax numbers and opening times can alternatively be
declared on a separate sign, but in a brand-neutral way.
Scaling
XS S M L XL XXL
Entrance Sign 1 1 1 1 1 1
B4-R1 Page 167

2.5 Product Sign

Requirement Directly at the entrance to the importer/ authorized repairer (outside or inside) there is at least one separate sign
listing of all products offered.
Depending on the architectural conditions the offer sign can be free standing, wall or side-wall mounted.
• white background with black letters (e.g. sign "Offer" in accordance with BMW OCS specification)
• list of products (e.g. BMW Service, BMW Parts etc.)
Scaling
XS S M L XL XXL
Product Sign 1 1 1 1 1 1
• If shared entrance with MINI, only one product sign necessary
B4-R1 Page 168

2.6 Parking Spots or alternatively Customer Parking Management Process

Requirement The importer/ authorized repairer ensures:
• parking spots for its customers and/or
• provides an effective customer parking management process and/or
• provides a customer shuttle management process.
Checked by Mystery Shopping
Scaling
XS S M L XL XXL
Parking Spots or alternatively

Customer Parking Management X X X X X X
Process
Recommendation parking
B4-R1 Page 169

2.7 Parking Spots

Requirement The parking spots should be paved and/or tarred.
The service parking spots should be marked and indicated with numbers or letters (strongly recommended).
Scaling
XS S M L XL XXL
Parking Spots X X X X X X
B4-R1 Page 170

SECTION 3: SALES AREA.
3.1 Floor Surfaces

Requirement The floor surface is matt beige tiles.
Transition period until 31.03.2015 (for alternatives).
Exception only for old grey tiles: Transition period for dealers which invested into grey tiles (former CI colour) from
10/2008 to 06/2011: grey tiles allowed until 31.12.2017.
The following floor surface alternatives for the sales area are permitted:
• beige tiles
Possible alternatives:
• carpet: anthracite
• cast plaster floor: grey
• hard concrete: polyurethane (PU) sealed
• granite or marble slabs: grey
• tiles: white
• carpet: natural stone
• plastic floor (PVC) with nubs: black or grey
Scaling Tiles: BMW Beige
XS S M L XL XXL
Floor Surfaces X X X X X X
Alternative floor surface (31.03.2015)
Tiles White Granite slabs Grey Marble slabs grey Plastic floor (PVC) with nubs black or grey
Cast plaster floor Hard concrete: Carpet

Carpet
B4-R1 grey polyurethane (PU) anthracite Page 172
Natural stone
sealed
3.2 Walls
Requirement Walls in the sales area are colored white (recommended) and/or grey. Glass walls are also permitted.
Scaling
XS S M L XL XXL
White walls (or glass walls) X X X X X X
Notes • no RAL specification required

• a combination is permitted.
Painted Painted
White Grey
Glass
B4-R1 Page 173

3.3 Sales Literature and Price Lists

Requirement Valid editions of sales literature relevant to the current Genuine BMW Parts program are permanently available and
displayed.
Valid price lists are strongly recommended.
Scaling
XS S M L XL XXL
Sales Literature and Price Lists X X X X X X
B4-R1 Page 174

3.4 Institutional Brand Design

Requirement In the event of brand specific communication for BMW business the importer/ authorized repairer uses the correct
Example of letterheads and
layout for brand exclusive letterheads and invoices which complies with the BMW CI guidelines.
envelopes for BMW Service
This comprises the usage of the BMW typeface.
If fully fledged (ff) please refer to sales standards.
Scaling
XS S M L XL XXL
Institutional Brand Design X X X X X X
No other brands are displayed as part of the corporate image of BMW Service.
B4-R1 Page 175

3.5 Presentation Original BMW Parts

BMW ICS Shop System (example)
Requirement At least the following elements of the BMW ICS Shop System are to be used for a brand adequate product
presentation:
• one basic element, freestanding or 2 basic elements wall mounted with presentation panels (e.g. product carriers,
shelves or storage boxes) and equipment.
• one accessories configurator (current CD release and PC with monitor and keyboard (is provided by the importer/
authorized repairer) if local language is available on CD) [Only if available in the market.]
• one display case (height at least 1,48 m)
• additional elements of outdated version of the BMW ICS Shop system shall be removed or replaced by elements of
the current BMW ICS shop system
Presentation Original BMW Parts X X X X X X
BMW ICS Shop System
B4-R1 Page 176

3.6 Wallbox (Charger)

The importer/ authorized repairer presents at least one wallbox (charger) for high voltage batteries within the service
or sales area. Electrical power supply for customer demonstration must be ensured.
In case the importer/ authorized repairer also offers new BMW PHEV vehicles or new BMW i vehicles or BMW i Service
and presents there a wallbox (charger) fulfilling the criteria, an additional wallbox for customer presentation for BMW
Service is not required.
Only if PHEV is available in the market
Scaling
XS S M L XL XXL
Wallbox (Charger) X X X X X X
B4-R1 Page 177

3.7 Price Label

Requirement The importer/ authorized repairer labels each Genuine BMW Part, accessories and lifestyle articles on display with an
appropriate price tag. The specifications and CI templates for price labeling have to be fulfilled and used.
Scaling
XS S M L XL XXL
Price Label X X X X X X
Example: Price Label

Example: Magnetic Price Tag Holder
Example: Price display A5
Example: Tire Presenter
B4-R1 Page 178

3.8 Additional Communication Display wall-mounted

Requirement The importer/ authorized repairer uses wall-mounted communication displays in correspondence to the BMW Indoor
Communication System (ICS) specification.
• Communication Display wall mounted small (180x120cm)
• Communication Display wall mounted large (280x120cm)
Scaling
XS S M L XL XXL
Communication Display small 1 1 1 1 1 1
Communication Display large 1 1
B4-R1 Page 179

3.9 Digital Communication Stele, non-touch, horizontal

Requirement The importer/ authorized repairer uses a digital communication stele which is placed within the sales area (ideally
located next to the service advisor workplace).
• Player / PC (according to BMW specifications)
• LED Screen, non-touch, horizontal
• Content: POS.digital
Only if POS digital is available in the market.
Scaling
XS S M L XL XXL
Digital Communication Stele 1 1 1 1 1 1
Example: Digital Communication Steele
B4-R1 Page 180

4.1 Reception Counter

Requirement The importer/ authorized repairer uses for the reception / info counter furniture in correspondence to the BMW Indoor
Communication System (ICS) specifications.
furniture (former CI colour) from 01/2011 to 12/2012: old furniture allowed until 31.12.2016.
BMW Reception Desk Furniture in correspondence to the BMW Indoor Communication System (ICS) specifications:
Size Small (1 workplace, standing)
Size Medium (1 workplace, seated)
Size Large (2 workplaces, with corner)
The reception counter specifically comprises:

• closed counter front with counter top surface
• connection points for electricity, telephone and IT Side units
• Indoor Signage on or above the counter.
If Sales and Service are offered on the same site, a separate Service ICS is not required.
Scaling
XS S M L XL XXL
Reception counter
Reception Counter X X X X X X
Example: Counter Large
B4-R1 Example: Counter small,1 workplace seated Page 182

4.2 Waiting Area / Cafeteria

Requirement The waiting area / cafeteria specifically comprises:
• catering for at least hot and cold drinks as a gesture of courtesy (no plastic cups)
• at least 1 table
• at least seating for 3 visitors.
• at least 3 different types of customer entertainment/ infotainment (according to BMW Regional Office
specifications)
• free WLAN access for customers

furniture (former ICS) from 01/2011 or later: New ICS furniture has to be installed at the latest by 01.01.2017.
Scaling
XS S M L XL XXL
Waiting Area / Cafeteria X X X X X X
B4-R1 Page 183

4.2 Waiting Area / Cafeteria
Scaling Example: Bar Element
XS S M L XL XXL
Waiting Area / Cafeteria X X X X X X Must
Lamp 1 1 1 1 1 1 Must
Sideboard low, optional if Digital Communication Display, non-touch is

1 1 1 1 1 1 Must
wallmounted
Seating (lounge chairs, arm chairs) 3 3 6 6 9 9 Must
Coffee table (round or angular) 1 1 2 2 3 3 Must
Brown carpet / Wooden floor X X X X X X Must
"Bar Element" Sideboard (high) 0 0 0 0 1 1 Must
Digital Communication Display, non-touch, pedestal 1 1 1 1 1 1 Must
Player / PC incl. the Content: POS.digital (if available in the market) 1 1 1 1 1 1 Must
Free usage of a tablet PC is highly recommended 1 1 1 2 2 2 Optional
Free w-lan access X X X X X X Must
Newspapers and magazines X X X X X X Must
Hot and cold drinks as a gesture of courtesy (no plastic cups) X X X X X X Must
Snacks and/or fruits X X X X Optional
Folding Screen (basic or upgraded) 1 1 1 1 1 1 Optional

B4-R1 Page 184
4.2 BMW Waiting Area acc. to BMW CI
B4-R1 Page 185

4.3 Name Tags

Requirement The dedicated BMW personnel (service advisor) in the BMW sales area and the customer area wears name tags in
accordance to BMW Regional Office specifications.
Scaling
XS S M L XL XXL
Name Tags X X X X X X
Example: Name Tag for BMW Service personnel (Service only outlet or fully fledged outlet)
B4-R1 Page 186

4.4 Business Cards

Requirement While advising BMW customers or interested persons the importer/ authorized repairer's dedicated BMW personnel
uses BMW business cards complying with the BMW Corporate Identity.
Scaling
XS S M L XL XXL
Business Cards X X X X X X
B4-R1 Page 187

4.5 Cell Phone Connectivity

Requirement The importer/ authorized repairer provides coverage of cellphone connectivity within the buildings (e.g. customer
area, etc.) as well as on the compound for all customers.
Only if connected drive is available in the market.
Scaling
XS S M L XL XXL
Cellphone Connectivity X X X X X X
B4-R1 Page 188

4.6 Parts Counter

Requirement The Parts Counter specifically comprises:
• connection points for electricity, telephone and IT
• a sign for the sales of parts on or above the counter.
• KeyReader
Notice: Can be shared with MINI

Scaling
XS S M L XL XXL
Parts Counter X X X X X X
Connection points for electricity,

X X X X X X
telephone and IT
Example: Parts Counter
Sign X X X X X X
KeyReader 1 1 1 1 1 1
Example: Parts Counter
B4-R1 Page 189

4.7 Parts Sales Area 4th level OPTIONAL

Requirement There is a separate area for 4th level parts sales. This area is equipped with the following:
• a counter (or table (2m x 1 m) and two chairs)
• telephone and computer
• sign "Sales Area 4th Level" is recommended
Scaling
XS S M L XL XXL
Separate area for 4th level part sales X X X
B4-R1 Page 190

4.8 Work bay for service consultation at the car

Requirement There is a dedicated work bay with a lift for service consultation at the car with the customer.
The room / area is equipped with marketing material (e.g. poster, new/ used parts wall) and a computer.
Scaling
XS S M L XL XXL
Work bay for service consultation at

X X X X
the car
Example new/ used parts wall
B4-R1 Page 191

4.9 Dress Code

Requirement The dedicated BMW personnel of the importer/ authorized repairer (e.g. service advisor, technicians) wear clothes
according to the BMW guidelines.
For further details go to ASAP under the PI: A_018_06_04
Scaling
XS S M L XL XXL
Dress Code X X X X X X
B4-R1Examples: Dresscode for technicians Page 192

4.10 Appearance / Cleanliness of customer area

Requirement All areas accessible for customers (counters, waiting area, wash rooms, sales areas etc.) has to be clean and well
arranged:
• no visible storage of packages
• accurate usage of waste bins,
• professional justification of cables,
• no usage of infamous posters/ pictures.
Scaling
XS S M L XL XXL
Appearance / Cleanliness of
X X X X X X
customer area
B4-R1 Page 193

SECTION 5: WORKSHOP INTERIOR FITTING.
5.1 Flooring
Requirement The flooring material is tiles. Concrete and industrial cast plaster floor are also permitted. The colors for the floor are
grey or red, grey is recommended.
Scaling
XS S M L XL XXL
Flooring as required X X X X X X
colors: Grey is recommended
Tiles Cast plaster floor
Concrete
B4-R1 Page 195

5.2 Walls
Requirement The walls in the workshop are painted, tiled or covered with a washable layer.
The wall colors are white, beige, light grey or made of glass.
Scaling
XS S M L XL XXL
Walls as required X X X X X X
colors: White, beige or light grey
Tiles Painted
Covered
B4-R1 Page 196

5.3 Lighting
Requirement The intensity of light in the workshop area is in accordance with legal requirements or at least 500 (800 Lux is
recommended) (measured at a height of 1,5 m ).
Scaling
XS S M L XL XXL
Lighting as required X X X X X X
B4-R1 Page 197

5.4 Appearance / Cleanliness

Requirement The workshop has to be clean and well arranged to be able to be shown to customer leaving the impression of a well
managed and efficient workshop:
• no storage of used parts and parts in the workshop
• dispose of any liquids from the floor (e.g. oil, cooling liquid etc.),
• accurate usage of waste bins,
• professional justification of cables,
• no usage of infamous posters/ pictures.
Scaling
XS S M L XL XXL
Appearance / Cleanliness X X X X X X
B4-R1 Page 198

SECTION 6: WORKBAYS, ROOMS AND EQUIPMENT IN THE WORKSHOP.
6.1 Service Consultant Workplace according to BMW CI

Requirement The service consultant workplace furniture is in correspondence to the BMW Indoor Communication System (ICS)
specification. Transition period until 31.03.2015.
The service consultant workplace unit consists of:
- carpet
- paravent (screen)
- Sideboard
- Office desk
- Container (CPU- and Rollcontainer)
- 2 armchairs
- Office chair / revolving workstation chair
- Standard PC
- Standard Monitor
- connections for electricity supply, telephone and IT
Example: BMW Service Advisor Workplace
- one BMW Key Reader.
Within the service area there is at least one BMW Service communication element (brand curtain hanger or wall
mounted element) installed.
Scaling
XS S M L XL XXL
Service Consultant Workplace acc.

X X X X X X
BMW CI
BMW KeyReader
Example: Communication Element

B4-R1 Page 200
6.2 Mechanical Work Bays

Requirement The BMW capacity of mechanical workbays is at least three mechanical workbays that are specifically equipped for Car lift
the following services:
1. Repair
Workbay for heavy mechanical works (e.g. change of engine or gearbox, wheel bearings, shock absorbers and axles,
simple welding on body parts).
2. Service and Maintenance

Workbay for service and maintenance (e.g. change of oil, oil filters, brake pads and exhaust mufflers), while-you-wait
service as well as official technical checks.
3. Calibration / Electronics
Workbay for calibration, precise measuring and adjustment of suspension as well as works on electric and electronic
(wiring, change of processing units, diagnosis, flashing) with lift.
Longer software programming (up to 6h) must be possible without affecting the remaining workflow. It is not required
to use these workbays exclusively for the servicing and repair of BMW Automobiles.
Scaling
XS S M L XL XXL
Target floor space is at least 3.8 m x

X X X X X X
7.0 m
Car Lift with official license, sufficient

upstroke (at least 1.8 m) and loading
capacity (at least 2.5 tons, one lift 3 3-4 5-8 9-12 13-16 17-20 21-25
tons) according to WEP (workshop
equipment planning)
B4-R1 Page 201

6.3 Exhaust Extraction System

Requirement Exhaust extraction system with adapter according to BMW prescriptions (within WEP); may be shared between two
work bays.
Scaling
XS S M L XL XXL
Exhaust Extraction System 2 3/4 5/6 7/8 9/10 11/12/13
Exhaust Extracting System
B4-R1 Page 202

6.4 Basic Tool Kit

Requirement Sufficient basic tool kit for mechanical repair with tool carrier per mechanical work bay / unit (incl. Torx tool kit.)
Scaling
XS S M L XL XXL
Basic Tool Kit 3-4 5-8 9-12 13-16 17-20 21-25
Basic tool kit
Torx tool kit
Tool Carrier
B4-R1 Page 203

6.5 Torque Wrench Set

Requirement SufficientTorque wrench sets.
Scaling
XS S M L XL XXL
Torque Wrench Set 1 1/2/3 3 3/4 5/6 6/7
B4-R1 Page 204

6.6 Power supply

Requirement Sufficient power supply (230/400V, energy dispenser for two work bays permissible).
Wall mounted possible.
Scaling
XS S M L XL XXL
Power supply 2 3/4 5/6 7/8 9/10 11/12/13
Example: Power supply head for

voltage and compressed-air supply
B4-R1 Page 205

6.7 Pressurized Air Supply

Requirement Sufficient pressurized air supply (energy dispenser for two work bays permissible).
Scaling
XS S M L XL XXL
Pressurised Air Supply 2 3/4 5/6 7/8 9/10 11/12/13
Example: Power supply head for

voltage and compressed-air supply
B4-R1 Page 206

6.8 IT connection Points

Requirement • Two IT connection points per work bay according to BMW specifications.
• Work bays for work on electrical and electronic systems require at least three IT connections points according to
BMW specifications.
Scaling
XS S M L XL XXL
two IT connection points per work bay 6-8 10-16 18-24 26-32 34-40 42-50
work bays for work on electrical and

X X X X X X
electronic systems at least three IT
Example: IT-Connection points
B4-R1 Page 207

6.9 PC Access OPTIONAL

Requirement PC access from every work bay for PUMA Cases, Flashing vehicles, Parts clearing, Warranty documentation etc.
Scaling
XS S M L XL XXL
PC Access 1 2 3 4 5 6
B4-R1 Page 208

6.10 Software Package for Service Advisory

Requirement For each service advisor workplace:
Access to the software package for service advisory (ISPA, APAS, Key Reader, S-Gate)
Scaling
XS S M L XL XXL
Software Package for Service

1 2 3 4 5 6-7
Advisory
B4-R1 Page 209

6.11 Service Information Display

Requirement For maximum two mechanical workbays that are supposed to be used for calibration and electronics services:
One service information display (e.g. ISID).
Scaling
XS S M L XL XXL
Service Information Display 1-2 2-3 3 3-4 4 4-5
B4-R1 Page 210

6.12 Vehicle Interface

One vehicle interface (e.g. ICOM)
Scaling
XS S M L XL XXL
Vehicle Interface 2 2-3 4 4-5 5-6 6-7
B4-R1 Page 211

6.13 Software for Calibration and Electronics Diagnosis

Access to the software for calibration and electronics diagnosis (e.g. ISTA)
Scaling
XS S M L XL XXL
Software for Calibration and

1-2 2-3 3 3-4 4 4-5
Electronics Diagnosis
B4-R1 Page 212

6.14 Radio Access Module OPTIONAL

Requirement For each workshop at least:
one radio access module (e.g. IRAM)
If available in the market.
Scaling
XS S M L XL XXL
Radio Access Module 1 1 1 1 1-2 1-2
B4-R1 Page 213

6.15 Workshop Server

One workshop server (e.g. ISIS incl. ISPS, Gigabit switch and uninterruptible power supply).
Scaling
XS S M L XL XXL
Workshop Service 1 1 1 1 1 1
B4-R1 Page 214

6.16 Measurement System

One measurement system (e.g. IMIB)
Scaling
XS S M L XL XXL
Measurement System 1 1 1 1 1-2 1-2
B4-R1 Page 215

6.17 Network Printer

One standard network printer
Scaling
XS S M L XL XXL
Network Printer 1 1 1 1 1 1
B4-R1 Page 216

6.18 Internet Connection OPTIONAL

One internet connection with min. 4096 kbit/s Downstream and 512 kbit/s Upstream (per workshop server)
Scaling
XS S M L XL XXL
Internet Connection 1 1 1 1 1 1
B4-R1 Page 217

6.19 Standard PC
One standard PC (workshop PC).
Scaling
XS S M L XL XXL
Standard PC 1 1 1 1 1 1
B4-R1 Page 218

6.20 Active DHCP Server

One active DHCP server connected to each workshop network.
Server is part of ISIS - If 6.15 is fulfilled, 6.20 is also fulfilled.
Scaling
XS S M L XL XXL
Active DHCP server 1 1 1 1 1 1
B4-R1 Page 219

6.21 Ethernet Connection Speed

Requirement General:
ISIDs, ICOMs, IMIBs must be connected with Ethernet (min. 100 Mbit/s, RJ45) to the workshop network. ISSSs,
ISPS, ISAPs must be connected with Ethernet (min. 1 Gbit/s, RJ45) to the workshop network.
Scaling
XS S M L XL XXL
Ethernet Connection Speed X X X X X X
B4-R1 Page 220

6.22 Updates of Service Systems

Requirement New data and system updates have to be installed on the Service System of the importer/ authorized repairer
immediately after receiving them, the latest the following weekend.
Scaling
XS S M L XL XXL
Updates of Service Systems X X X X X X
Notes • Detailed recommendations of the BMW Service System at the importer/ authorized repairer are described in the
ISPI planning guide (e.g. hardware, software, installation rules, network configuration, connection with BMW). The
ISPI Planning Guide will be updated through a defined process (e.g. in case of new tools or software applications).
B4-R1 Page 221

6.23 Balancing Machine

Requirement Balancing machine with BMW clamping tool package, according to BMW specification.
Scaling
XS S M L XL XXL
Balancing machine 0 0 1 1 1 1
Balancing machine
with BMW flanges
Conventional balancing
flange
B4-R1 Page 222

6.24 Tyre Fitting machine

Requirement Tyre fitting machine, qualified for run flat and ultra high performance tyre, according to BMW specification.
Scaling
XS S M L XL XXL
Tyre fitting machine 0 0 1 1 1 1
Tyre fitting machine
B4-R1 Page 223

6.25 Transmission Lifter

Requirement Transmission lifter.
Scaling
XS S M L XL XXL
Transmission lifter 1 1 1 1 1 1
Transmission lifter
B4-R1 Page 224

6.26 Wheel Mounting Lift OPTIONAL

Requirement Wheel mounting lift (for assembling at the car).
Scaling
XS S M L XL XXL
Wheel mounting lift 1 1 1 1 1 1
B4-R1 Page 225

6.27 Hydraulic Crane

Requirement Hydraulic crane according to BMW specification
Scaling
XS S M L XL XXL
Hydraulic crane 1 1 1 1 1 1
Hydraulic crane
B4-R1 Page 226

6.28 Fuel Extractor

Requirement Fuel extractor unit (petrol/diesel) with extraction tubes according to BMW specification
Scaling
XS S M L XL XXL
Fuel extractor unit 1 1 1 1 1 1
Fuel extractor unit (petrol/diesel)
B4-R1 Page 227

6.29 Air Condition Service Unit

Requirement Air condition service and changing unit according to BMW specification
as of 07/2015:
Air condition service and changing unit according to BMW specification for R134a and 1234y.
Scaling
XS S M L XL XXL
Air condition service unit 1 1 1 1 1 1
Air conditioning service and changing unit
B4-R1 Page 228

6.30 Brake Fluid Changing Unit

Requirement Brake fluid changing unit.
Scaling
XS S M L XL XXL
Brake fluid changing unit 1 1 1/2 2/3 3/4 4
Brake fluid changing unit
B4-R1 Page 229

6.31 Stand Press

Requirement Stand press.
Scaling
XS S M L XL XXL
Stand press 1 1 1 1 1 1
Stand press
B4-R1 Page 230
6.32 Brake Test Stand

Requirement Brake test stand according to BMW specification.
Scaling
XS S M L XL XXL
Brake test 0 0 1 1 1 1
Brake test stand
B4-R1 Page 231

6.33 Exhaust Testing Unit

Requirement Exhaust testing unit with exhaust emission set.
Scaling
XS S M L XL XXL
Exhaust testing unit 1 1 1 1 1 1
Exhaust testing unit with exhaust emission set
B4-R1 Page 232

6.34 Headlight Tuning Unit

Requirement Headlight tuning unit.
Scaling
XS S M L XL XXL
Headlight tuning unit 1 1 1 1 1/2 2
Headlight tuning unit
B4-R1 Page 233

6.35 Active Cruise Control

Requirement Active Cruise Control (ACC) setting device.
Scaling
XS S M L XL XXL
Active Cruise Control 1 1 1 1 1 1
Active Cruise Control (ACC) setting device
B4-R1 Page 234

6.36 Autobeam Alignment Unit

Requirement Alignment unit for autobeam
Scaling
XS S M L XL XXL
Autobeam Alignment Unit 1 1 1 1 1 1
B4-R1 Page 235

6.37 Kinematic Diagnostics System

Requirement Kinematic Diagnostics System for wheel alignment according to BMW specification, that includes the components:
• wheel alignment device
• lift with running rail for wheel alignment
• precision torn plates
• quick-action clamps
Scaling
XS S M L XL XXL
Kinematic Diagnostics System 0 0 1 1 1 1

Kinematic Diagnostics System for wheel alignment
Wheel
adapter for
BMW
Conventional
clamping via rim
flange/wheel disc
B4-R1 Page 236

6.38 Battery Charge Computer

Requirement Battery charge computer according to BMW specification.
Scaling
XS S M L XL XXL
Battery Charge Computer 1 1/2 3 3/4 4/5 5/6
B4-R1 Page 237

6.39 Battery Tester

Requirement Battery tester.
Scaling
XS S M L XL XXL
Battery tester 1 1 1 1 1/2 2
B4-R1 Page 238

6.40 Assembly Trestle

Requirement Assembly trestle for engine and gearbox with model specific adapter.
Scaling
XS S M L XL XXL
Assembly trestle 1 1 1 1 1 1
Assembly trestle for engine and gearbox
B4-R1 Page 239

6.41 Oil Supply / Disposal

Requirement Oil supply / disposal for new and used oils.
Scaling
XS S M L XL XXL
Oil Supply / Disposal 1 1 1 1 1 1
Waist oil disposal units.
Oil take-off unit. Oil collection drum
B4-R1 Page 240

6.42 Filling hose for AdBlue®

Requirement Filling hose for 10 litre AdBlue®
Scaling
XS S M L XL XXL
Filling hose for 10 litre AdBlue® 1 1 1 1 1 1
B4-R1 Page 241

6.43 Mobile Elevating Platform

Requirement Mobile elevating platform according to BMW specification.
Scaling
XS S M L XL XXL
Mobile Elevating Platform 1 1 1
B4-R1 Page 242

6.44 Special Tools and Test Cables

Requirement A basic level of BMW specific Special Tools and test cables is in the workshop.
The importer/ authorized repairer uses all new BMW specific Special Tools and test cables for new models of the
BMW product program .
For each new product launch the minimum set of special tools is to be replenished.
There is a chest or board to store the BMW Special Tools and test cables properly.
Scaling
XS S M L XL XXL
Special Tools and Test Cables X X X X X X
Minimum set of special tools is

X X X X X X
replenished for new product launch
Chest or board to store 1 1 1 1 1 1
B4-R1 Page 243

6.45 Multi Purpose Bay

Requirement The workshop area has a separate room or area for soil intensive and wet intensive work, equipped with the following:
• water supply and waste water treatment
• compressed-air supply
• grid (or drain channel)
• steam cleaner or automatic car wash.
Note:
BMW recommends to locate the multi-purpose workbay in a separate room. However, it is sufficient that the
workshop has a sufficiently separated area where works involving dirt and humidity, especially cleaning activities can
be performed without adversely affecting the use of the other workbays by dirt or humidity.
Scaling
XS S M L XL XXL
Multi Purpose Bay equipped as

X X X X X X
required
B4-R1 Page 244

6.46 Mechanical Repair Ancillary Rooms

Requirement There is one room or separate area for keeping power units / drive trains and ancillaries with a target floor space of
49m².
There is one room or area for oil with a target floor space of 2.50 m x 3.0 m or collecting floor area in dependence with
the biggest stored volume. Barrier in openings.
Scaling
XS S M L XL XXL
Mechanical Repair Ancillary Rooms X X X X X X
Mechanical Repair Ancillary Rooms
Oil Storage Room
B4-R1 Page 245

6.47 Info Centre

Requirement The local centralized location comprises at least the following technical information and communication media:
• access to the software package for service advisory (e.g. ISPA)
• access to the software for calibration and electronics diagnosis (e.g. ISTA)
• electronic Parts Catalogue (EPC)
• Extranet / Internet / S-Gate
• telephone
A combination with Office Master Mechanics is permitted.
Scaling
XS S M L XL XXL
Info Centre equipped as required X X X X X X
For example: ISPA application For example: ISTA application For example: EPC
B4-R1 Page 246

SECTION 6A: HIGH VOLTAGE.
6a.1 High Voltage (HV) Workbay

The importer/ authorized repairer uses for HV demounting and mounting a 2-pillar car lift according to BMW
specifications.
Fully fledged: Only mandatory for importer/ dealerships allocated to importer/ dealership scaling cluster "L" or
above in Sales (based on annual planned retail sales volume (see Sales Scaling). Necessary for service scaling from
XS to XXL.
Service Only Outlets: Optional.
2-pillar car lift X X X X X X
B4-R1 Page 248

6a.2 High Voltage (HV) battery test box

The importer/ authorized repairer uses a battery test box according to BMW specifications for tests on function and
high volt security as well as electrical security after the repair of the battery.
XS to XXL.

Scaling
XS S M L XL XXL
High Voltage (HV) battery test box X X X X X X
B4-R1 Page 249

6a.3 Module Charger

The importer/ authorized repairer uses a module charging/discharging equipment, according to BMW specifications,
for the adjustment of new battery modules to already blocked modules before module exchange (during repair of the
HV battery).
XS to XXL.
Scaling
XS S M L XL XXL
Module Charger X X X X X X
B4-R1 Page 250

6a.4 Special Tool Kit for High Voltage (HV)

The importer/ authorized repairer uses the special tool kit for HV according to BMW specification for repairs,
mounting and demounting of HV batteries and HV modules.
XS to XXL.

Scaling
XS S M L XL XXL
Special Tool Kit for High Voltage (HV) X X X X X X
B4-R1 Page 251

6a.5 High Voltage (HV) shut off barrier

The importer/ authorized repairer has shutoff barrier material (e.g. yellow/black stripes or chains) available to
separate energized vehicles. Furthermore the importer/ authorized repairer has material available to mark energized
vehicles.
XS to XXL.

Scaling
XS S M L XL XXL
High Voltage (HV) shut off barrier X X X X X X
B4-R1 Page 252

6a.6 Hoisting and slewing crane

The importer/ authorized repairer has a hoisting and slewing crane (incl. adapters) available for mounting and
demounting the HV battery.
XS to XXL.

Scaling
XS S M L XL XXL
Hoisting and slewing crane X X X X X X
B4-R1 Page 253

6a.7 Charging Points for the Workshop

Requirement As of 07/2015:'For the workshop there is at least one charging possibility (charging stand with at least one outlet or
one mobile charger or one wallbox) according to BMW specifications.
Recommended are two charging points (e.g. charging stand with two outlets or two mobile charger or two wallboxes
or mixed) according to BMW specifications.
and includes the installation of an Ethernet cable.
XS to XXL.
Scaling
XS S M L XL XXL
Charging Points for the Workshop X X X X X X
B4-R1 Page 254

6a.8 DC Box OPTIONAL

It is recommended to install a DC Box on one charging point, either within the workshop or as customer charging
point.
Scaling
XS S M L XL XXL
DC Box X X X X X X
B4-R1 Page 255

6a.9 Charging Manager / Controller OPTIONAL

From five charging points (on the property) on it is recommended to use charging controller.
Scaling
XS S M L XL XXL
Charging Manager / Controller X X X X X X
B4-R1 Page 256

6a.10 Customer Charging Point: Standbox OPTIONAL

The importer/ authorized repairer provides at least one customer charging point (standbox with one outlet or wallbox,
according to BMW specifications) on the customer parking place.
Recommended is a customer charging point (standbox, according to BMW specifications) with two outlets on the
customer parking place.
and includes the installation of an Ethernet cable.
Scaling
XS S M L XL XXL
Customer Charging Point: Standbox X X X X X X
B4-R1 Page 257

SECTION 7: WAREHOUSE AREA.
7.1 General
Requirement The warehouse for fast-moving parts is physically connected to the workshop and parts sales.
The BMW floor plan capacity of the entire parts warehouse depends on the actual BMW capacity of mechanical work
bays.
The floor plan capacity of the entire parts warehouse is 20 sqm per work bay (for conventional racking). (Minimum 60
sqm /more than 400 sqm is not required).
The warehouse size indicated is understood as purely storing space (including aisles and handling space). Multi-tier
installation is permitted.
Movable racks and automatic, so-called carousel, systems with equivalent capacity (specifications according to BMW
building standards and planning principles, if applicable) are permitted.
Note:
For the entire parts warehouse it is generally allowed to cumulate the parts orders of two or more importer/ dealers
(e.g. for logistic advantages or in occasion of shared warehouse capacities). Such warehouses do not necessarily
need to be on-site of a Service Workshop as long as the requirements of the over-the-counter business with
frequently asked Original BMW Parts on demand in smaller quantities (especially by do-it-yourselfers, like for
example brake pads, light bulbs, lubricants, wipers, all kinds of filters, repair colors etc.; the range may vary
regionally) can be satisfied immediately and all other parts are available as quickly as via order from BMW.
Scaling
XS S M L XL XXL
General X X X X X X
B4-R1 Page 259

7.2 Storage Management and Inventory Control

Requirement The importer/ authorized repairer uses an IT-supported warehouse management system that is compatible with
BMW systems interface requirements (e.g. recommended by BMW Regional Office). The system facilitates the
compilation of necessary key figures.
Scaling
XS S M L XL XXL
Storage Management and Inventory

X X X X X X
Control
B4-R1 Page 260

7.3 Racking System

Requirement Body parts, glass, special parts have to be stored in a way, that damage is prevented and parts quality ensured.
The racking system provides the flexibility of adaptations (dividers, level etc.), color is light grey.
In case of a re-set-up or new set-up of the warehouse the importer/ authorized repairer uses a warehouse consultancy
from the BMW Regional Office.
Scaling
XS S M L XL XXL
Racking System X X X X X X
B4-R1 Page 261

7.4 Dedicated Customer Racks OPTIONAL

Requirement The importer/ authorized repairer has dedicated racks for customer ordered items (e.g. 4th level, workshop and
counter customers) with sufficient space.
Scaling
XS S M L XL XXL
Dedicated Customer Racks X X X X X X
B4-R1 Page 262

7.5 Area for inbound/ outbound activities OPTIONAL

Requirement Within the warehouse area the importer/ authorized repairer has a dedicated area for inbound / outbound activities
with adequate space:
• preparation area 20 sqm
• night delivery zone 10 sqm.
Scaling
XS S M L XL XXL
Area for inbound/ outbound activities X X X X X X
B4-R1 Page 263

7.6 Lighting
Requirement The light intensity is at least 200 Lux at a height of 1.50 m in the aisles.
Scaling
XS S M L XL XXL
Lighting X X X X X X
B4-R1 Page 264

7.7 Connections
Requirement At least one warehouse management working place is equipped with the following:
• Personal Computer connection
• W-lan or ethernet connection
• telephone
• printer access
• fax access
A warehouse management workplace outside of the warehouse is also permitted.
Scaling
XS S M L XL XXL
Connections X X X X X X
B4-R1 Page 265

7.8 Shelving: Aisles

Requirement At least 1 main aisle is at least 1.25 m wide.
A deviation of -10 cm is permitted.
Secondary / connecting aisles (through the shelves) are at least 0.85 m wide.
A deviation of -5 cm is permitted.
Scaling
XS S M L XL XXL
Shelving: Aisles X X X X X X
Parts Sales Counter
Main Aisle 1.15 m

Workshop Counter
Secondary Aisle 0.85 m
Transit ways 0.90m
B4-R1 Page 266

7.9 Full Location Principle OPTIONAL

Requirement The full location principle / system is installed in the racking system of the warehouse:
• every stored part number has an assigned explicit location.
• the warehouse is divided into areas
• the aisles and racks are labeled with location numbers.
Scaling
XS S M L XL XXL
Full Location Principle X X X X X X
B4-R1 Page 267

7.10 Old Parts Recycling

Requirement The importer/ authorized repairer disposes its service waste, i.e. BMW old parts, used operating fluids and parts-
related packaging waste, via the BMW system and via recommended recycling partners.
The importer/ authorized repairer complies with the local statutory recycling specifications.
Scaling
XS S M L XL XXL
Old Parts Recycling X X X X X X
B4-R1 Page 268

8.1 Extranet / Internet / S-Gate

Requirement The importer/ authorized repairer uses the Extranet (S-Gate) with high-speed internet access (recommended ADSL
speed). The importer/ authorized repairer has wireless LAN access available in all customer areas.
IT Tools:
The importer/ authorized repairer uses BMW application software products, which are approved and released by
BMW Regional Office and are designated for related service business processes (Detailed recommendations of the
BMW Service System at the importer/ authorized repairer are described in the ISPI operation handbook ).
Additionally, the importer/ authorized repairer ensures the usage of recent released version of data and application
releases within the defined actualization time frame (Detailed recommendations at the importer/ authorized repairer
are described in the ISPI operation handbook Servolution).
The importer/ authorized repairer implements all interfaces (IT-technical and record layouts defined by BMW
Regional Office) between the importer/ authorized repairer and BMW Regional Office.
Scaling
XS S M L XL XXL
Extranet / Internet / S-Gate X X X X X X
B4-R1 Page 270

8.2 KSD
Requirement KSD provides data about labor and amount of assigned FRUs for every repair details as well as defect codes for the
warranty claims and inspection sheets and service repair packages.
The importer/ authorized repairer uses always the current version.
Scaling
XS S M L XL XXL
KSD X X X X X X
B4-R1 Page 271

8.3 Learning Management System

Requirement The importer/ authorized repairer uses the general E-Learning and training booking system (e.g. SIP, WBT, GQS, or
subsequent systems).
Scaling
XS S M L XL XXL
Learning Management System X X X X X X
B4-R1 Page 272

8.4 Warranty Xtranet WXE (e.g. CAESAR)

Requirement The importer/ authorized repairer uses the warranty system of BMW.
Scaling
XS S M L XL XXL
Warranty Xtranet WXE (e.g. CAESAR) X X X X X X
Type of Check Audit
B4-R1 Page 273

8.5 Parts ATLAS (Atlas importer/ authorized repairer Frontend)

Requirement The importer/ authorized repairer uses the market available frontends for parts order processing, availability
information and parts return processes (RTK).
Scaling
XS S M L XL XXL
Parts ATLAS (Atlas importer/

X X X X X X
authorized repairer Frontend)
Type of Check Audit
B4-R1 Page 274

8.6 Parts EPC

Requirement The importer/ authorized repairer uses the Electronic Parts Catalogue (EPC) with a bi-directional Interface to
IMS/DMS.
Scaling
XS S M L XL XXL
Parts EPC X X X X X X
B4-R1 Page 275

8.7 Parts Sales Support (PaSS) OPTIONAL

Requirement The importer/ authorized repairer uses Parts Sales Support (PaSS) for parts sales 4th level.
Scaling
XS S M L XL XXL
Parts Sales Support (PaSS) X X X X X X
B4-R1 Page 276

8.8 General Systems (PIX)

Requirement Partner Information Exchange (PIX and/or other Regional Office compatible systems):
The importer/ authorized repairer accepts PIX data and processes the PIX data in the Workshop Management System
(WMS). BMW Regional Office receives data from the WMS of the importer/ authorized repairer.
Scaling
XS S M L XL XXL
General Systems (PIX) X X X X X X
B4-R1 Page 277

8.9 Parts: ASAP

Requirement The importer/ authorized repairer uses the Aftersales Assistance Portal (ASAP). ASAP contains the following
functions:
• WEB-ETK
• installation instructions
• safety data sheets
• product information
• technical parts support
• nominal exhaust-gas data
• information

Parts: ASAP X X X X X X
Type of Check Audit
B4-R1 Page 278

8.10 Importer/ Dealer Management System (IMS/DMS)

Requirement The importer/ authorized repairer uses a IMS/ DMS (Importer/ Dealer Management System) recommended by BMW
Regional Office. Required interfaces are implemented by the importer/ authorized repairer.
Scaling
XS S M L XL XXL
Importer/ Dealer Management

X X X X X X
System (IMS/ DMS)
B4-R1 Page 279

9.1 Business Plan/ Balanced Score Card

Requirement The importer/ authorized repairer prepares an annual business plan not later than the end of December in co-
ordination with the BMW Regional Office (market teams, area manager).
The planning content is according to BMW Regional Office requirements and specifications. An annual business plan
template will be provided by the Regional Office.
Scaling
XS S M L XL XXL
Business Plan/ Balanced Score Card X X X X X X
B4-R1 Page 281

9.2 Interfirm Comparison

Requirement The importer/ authorized repairer takes part in the Interfirm Comparison / Händlerbetriebsvergleich (IFC / HBV) and
needs to upload the Business Management Reports (Contribution I-III, Profit, Balance Sheet, Non Financial, Stock)
into IFC System (online) on a quarterly base. The deadline is 4 weeks after the quarter end, the 4th quarter BMR to be
delivered not later than March of the following year. Data quality: complete report required
Scaling
XS S M L XL XXL
Interfirm Comparison X X X X X X
B4-R1 Page 282

9.3 Service Report

Requirement The importer/ authorized repairer participates in the Service and Parts Report. The reporting interval is monthly, the
agreed content defined by COBIS, the file format and data structure and data quality (according to the Regional
Office) are adhered to.
Scaling
XS S M L XL XXL
Service Report X X X X X X
B4-R1 Page 283

9.4 EHS Management System OPTIONAL

Requirement The importer/ authorized repairer runs an environment, health and safety management system and is certified
accordingly. This environmental management system shall comply with a generally accepted relevant standard e.g.
ISO 14001, BS OHSAS 18001.
Scaling
XS S M L XL XXL
EHS Management System X X X X X X
B4-R1 Page 284

9.5 QMS Certification OPTIONAL

Requirement The importer/ authorized repairer runs a quality management system and is certified accordingly. The certification is
not older than three years.
This management system complies with generally accepted relevant standards (e.g. ISO 9001).
Scaling
XS S M L XL XXL
QMS Certification X X X X X X
B4-R1 Page 285

10.1 Personnel Changes

Requirement The importer/ authorized repairer informs BMW Regional Office about all personnel changes quoting current function
codes or comparable codes (registration and deregistration) within 30 working days within the learning management
system (e.g. GQS).
With regard to internal employment / function changes the importer/ authorized repairer submits personnel changes
latest after 30 days within the learning management system (e.g. GQS).
Scaling
XS S M L XL XXL
Personnel Changes X X X X X X
B4-R1 Page 287

10.2 Service Personnel

Requirement The service personnel of the importer/ authorized repairer includes at least three trained and / or audited Service
persons. The service personnel comprises at least the following Key functions (see scaling).
Each service person of the importer/ authorized repairer does not have more than three functions.
Scaling
XS S M L XL XXL
Aftersales Manager X X X
Service Manager X X X X X
Workshop Manager X X X X X X
Service Assistant X X X X X
Service Advisor X X X X X X
ISPI Administrator X X X X X X
Technician / Senior Technician /

X X X X X X
Master Technician
Parts Manager X X X X X X
Sales Consultant for Parts X X X X X
High Voltage Specialist (as from

07/2015 on) X X X X X X
B4-R1 Page 288

10.2 Service Personnel

Requirement Possible further functions of Service Personnel:
• 4th level Parts sales consultant
• Wheel and Tyre Manager
• Accessories Sales Consultant
Scaling
XS S M L XL XXL
4th level Parts sales consultant X X X X
Wheel and Tyre Manager X X X X
Accessories Sales Consultant X X X X
B4-R1 Page 289

10.3 Development Centre for Managerial Functions OPTIONAL

Requirement All existing Aftersales Manager, Service Manager and Parts Manager go through a development centre in order to
obtain an individual development plan.
Scaling
XS S M L XL XXL
Development Centre for Managerial

X X X X X X
Functions
Type of Check Audit
B4-R1 Page 290

10.4 Employee Dialogue + DNI (Development Need Identification) OPTIONAL

Requirement Employee Dialogue’ is a discussion between supervisor and employee to evaluate past performance, future potential,
development needs and career opportunities.
The Importer/ authorized repairer annually conducts an employee dialogue with all employees and documents the
development need identification results (DNI) within the personnel files.
The DNI contains specific training needs as well as an indication of planned promotions. An anonymised summary of
all identified training needs on outlet level delivered to the BMW Regional Office (once a year, tbd. by the Regional
Office) .
Scaling
XS S M L XL XXL
Employee Dialogue X X X X X X
Type of Check Audit
B4-R1 Page 291

10.5 Initial Training (Phase 1 - 3)

Requirement The key functions General Manager, Aftersales Manager (if no Aftersales Manager then Service Manager or Parts
Manager) and Service Advisor take part in the initial certification training (ICT) of BMW which consists of three
phases. 10 days plus basic product training are the minimum requirement.
Phase 1 of ICT: mandatory distance learning within the first 4 weeks after registration as a first preparation and entry
requirement for face-to-face training.
Phase 2 of ICT: mandatory start-up face-to-face training within the first six months after registration
Phase 3 of ICT: mandatory foundation face-to-face within the first 15 months after registration and completed with
the respective certification. The certification is in accordance with the standards and functions set by BMW.
The key functions are certified.
The key functions Service Manager, Parts Manager and Technical Staff (e.g. Technician / Senior Technician / Master
Technician) take part in the initial certification training for that position according to the Regional Office Specification.
Scaling
XS S M L XL XXL
Initial Training (Phase 1 und 2) X X X X X X
B4-R1 Page 292

10.6 Additional Training / Refresher Training

Requirement The key functions incl. ICT-participants (General Manager, Aftersales Manager and Service Advisor) attend additional
training according to the regulation "Focus Training":
Aftersales Manager (if no Aftersales Manager then Service Manager or Parts Manager):
> mandatory face-to-face Regional Office-driven training, product technology courses (not less than two days)
> further individual training courses (not less than three days)
The service personnel (as listed below) attends mandatory face-to-face product technology courses and further
service training courses as well as courses covering the general E-learning (e.g. SIP, WBT, GQS) per function
according to the regulation "Focus Training".
> Workshop Manager

> Technician
> Senior Technician
> Master Technician
> Parts Sales Consultant
further functions can be defined by the Regional Office.

Scaling
XS S M L XL XXL
Additional Training / Refresher

X X X X X X
Training
B4-R1 Page 293

10.7 Distance Learning OPTIONAL

Requirement A Distance Learning Site is available at the importer/ authorized repairer away from daily business activities – either in
a separate room or in an area that can be separated from the remainder of the site and has the corresponding IT
requirements (PC, Browser) and audio visual media (screen, TV, DVD player). (IT and audio visual learning hardware
is not necessarily at the same location).
Scaling
XS S M L XL XXL
Distance Learning Site as required X X X X X X
B4-R1 Page 294

10.8 Transparency for all employees over Training program OPTIONAL

Requirement The importer/ authorized repairer informs all employees about the current BMW Training program (e.g. notice on the
bill board or other communication channels). GQS access for all employees is not necessary.
Scaling
XS S M L XL XXL
Transparency for all employees

X X X X X X
about Training program
B4-R1 Page 295

10.9 ISPI Administrator

Requirement The ISPI Administrator must be trained (5 days training).
Scaling
XS S M L XL XXL
ISPI Administrator training X X X X X X
B4-R1 Page 296

11.1 Contact OPTIONAL

Requirement The importer/ authorized repairer offers one of the following alternative approach for appointment scheduling besides
telephone and personal:
> Internet
> SMS
Scaling
XS S M L XL XXL
Contact X X X X X X
Type of Check Audit
B4-R1 Page 298

11.2 Tele Service Lead Management

Requirement Incoming TeleServices leads/ calls must be handled within max. 48 hours.
Scaling
XS S M L XL XXL
Tele Service Lead Management X X X X X X
Type of Check Audit
B4-R1 Page 299

11.3 Appointment Reminder OPTIONAL

Requirement The importer/ authorized repairer offers the customer an appointment reminder either by personal call/ dialogue, sms,
phone call or e-mail before the planned appointment.
Scaling
XS S M L XL XXL
Appointment Reminder X X X X X X
B4-R1 Page 300

11.4 Vehicle drop off OPTIONAL

Requirement The importer/ authorized repairer offers the following alternatives for Vehicle service drop off:
• open personal drop off 24/7
• drop off / pick up service.
Scaling
XS S M L XL XXL
Vehicle drop off X X X X X X
B4-R1 Page 301

11.5 Update of Customer and Vehicle Information

Requirement The importer/ authorized repairer updates all customer and vehicle information during appointment scheduling. In
addition the importer/ authorized repairer identifies open issues from previous visits.
Scaling
XS S M L XL XXL
Update of Customer and Vehicle

X X X X X X
Information
B4-R1 Page 302

11.6 Offering Service Consultation at the Car OPTIONAL

Requirement The importer/ authorized repairer offers service customers a service consultation at the car.
Scaling
XS S M L XL XXL
Offering Service Consultation at the

X X X X X X
Car
B4-R1 Page 303

11.7 Outstanding Technical Actions

Requirement The importer/ authorized repairer checks every service appointment for outstanding technical campaign during
appointment scheduling, appointment preparation and service consultation.
Scaling
XS S M L XL XXL
Outstanding Technical Actions X X X X X X
B4-R1 Page 304

11.8 Customer Welcome OPTIONAL

Requirement Customers at the importer/ authorized repairer are actively welcomed after entering the importer/ authorized repairer
(by name if possible). The welcoming authorized employee passes on the customer to the respective person or area.
Scaling
XS S M L XL XXL
Customer Welcome X X X X X X
B4-R1 Page 305

11.9 Check of charging status during service consultation OPTIONAL

The importer/ authorized repairer checks the State of Health (SoH) / State of Charge (SoC) of the vehicle in order to
determine the necessary action for charging (to fulfill service standards and customer wishes).
The importer/ authorized repairer gives the costumer a clear information about the possibilities of charging (including
the estimated handover time) of the car and has to let the costumer decide, which charging possibilities (=customer
charging wish) he will take.
As of 07/2015 for PHEV:

During service / repair the importer/ authorized repairer fully charges the customers HV Battery.
Scaling
XS S M L XL XXL
Check of charging status during

X X X X X X
service consultation
B4-R1 Page 306

11.10 Cost Estimation and Completion Deadline OPTIONAL

Requirement The importer/ authorized repairer provides every customer with a cost estimation and a completion deadline. For
drop-off customers the cost estimation and completion deadline can be send via sms or email.
A cost estimation is not mandatory for full-leasing customers, BSI customers and fleet vehicles, but they are also
provided with a completion deadline.
As of 07/2015 for PHEV:

The completion deadline provided to the customer also contains the additional time that is needed to fulfill customers
particular charging wish. (optional)
Scaling
XS S M L XL XXL
Cost Estimation and Completion

X X X X X X
Deadline
Completion deadline regarding

X X X X X X
customers particular charging wish
B4-R1 Page 307

11.11 Offer of Additional Service Packages and E/E functionalities OPTIONAL

Requirement The service advisor actively offers additional service packages (e.g. BSI) and E/E functionalities to the customer
during the sales conversation.
Scaling
XS S M L XL XXL
Offer of Additional Service Packages

X X X X X X
and E/E functionalities
B4-R1 Page 308

11.12 Customer Mobility

Requirement The importer/ authorized repairer offers every customer a mobility alternative (e.g. rental, shuttle service, loaner car,
taxi, train ticket) with at least one alternative for mobility.
Scaling
XS S M L XL XXL
Customer Mobility offer X X X X X X
Type of Check Audit
B4-R1 Page 309

11.13 Care of waiting customers OPTIONAL

Requirement The service repairer offers a value time to every customer in case of waiting at the importer/ authorized repairer.
'Value time offers' are e.g. demo drive, business lounge, vouchers, concierge services, process information displays
etc.
Scaling
XS S M L XL XXL
Care of waiting customers X X X X X X
B4-R1 Page 310

11.14 Completion Reminder OPTIONAL

Requirement The importer/ authorized repairer offers every customer a completion reminder either by SMS, phone call or e-mail.
Scaling
XS S M L XL XXL
Completion Reminder X X X X X X
B4-R1 Page 311

11.15 Qualified Workshop Order

Requirement The importer/ authorized repairer ensure that the job order comprises the following details:
• original wording of the customer visibly for the workshop.
• converted customer’s problem description into a qualified workshop order description (to be verified with the
customer)
• specification of required changes in case of electronic changes
• completion Date
• customer's signature (in case of drop off telephone note by Service Advisor)
As of 07/2015 for PHEV: (optional)

The job order also comprises the charging wish of the customer.
Scaling
XS S M L XL XXL
Qualified Workshop Order X X X X X X
Qualified Workshop Order regarding

X X X X X X
charging wish of customer
B4-R1 Page 312

11.16 Car Wash OPTIONAL

Requirement The importer/ authorized repairer offers every customer a free car wash (at least outside).
Scaling
XS S M L XL XXL
Car Wash offer X X X X X X
B4-R1 Page 313

11.17 Final Technical Check

Requirement The importer/ authorized repairer carries out a final technical check containing the following:- check of work
performed (incl. considering the customer's request description) - check the completeness of work.
The final technical check is documented by a checklist with time and date of the check as well as the signature of the
responsible person.
As of 07/2015 for PHEV: (optional)

The final technical check is containing in addition the check if the vehicle is charged according to customer charging
wish (at least equal State of Charge).
Scaling
XS S M L XL XXL
Final Technical Check X X X X X X
B4-R1 Page 314

11.18 Repeat Repair

Requirement The importer/ authorized repairer highlights repeat visit cases along the whole service process (e.g. by stamp on
Jobcard, usage of dedicated (colored) folders, dedicated mirror hanger, dedicated magnetic guide number on the
roof of the car).
The importer/ authorized repairer documents the reasons for repeat repairs.
Scaling
XS S M L XL XXL
Highlighting Repeat Repair X X X X X X
Documenting reasons for repeat

X X X X X X
repairs
B4-R1 Page 315

11.19 Customer Contact during Service OPTIONAL

Requirement The importer/ authorized repairer contacts (via personnel contact, sms or email) all customers (leaving their vehicle
for more than one day in the workshop) at least once between dropping off and getting back their car (in order to
confirm or to pro-actively inform about delays and changes).
Scaling
XS S M L XL XXL
Customer contact during Service X X X X X X
B4-R1 Page 316

11.20 Hand-over Time OPTIONAL

Requirement The importer/ authorized repairer keeps the agreed hand-over time. Any delay is communicated to the customer
immediately/at least more than 1 hour before the original appointed time.
This is not applicable for fast lane customers.
Scaling
XS S M L XL XXL
Hand-over Time as required X X X X X X
B4-R1 Page 317

11.21 Invoice Explanation OPTIONAL

Requirement The importer/ authorized repairer proactively offers all customer the explanation of the invoice.
If the invoice is explained to the customer, the explanation must include both completed and outstanding work (e.g.
safety related work not authorized by the customer).
Invoice explanation has to be done by the person who specified the customer order or at least an equivalent party and
technically competent person.
Scaling
XS S M L XL XXL
Invoice explanation as required X X X X X X
B4-R1 Page 318

11.22 Invoice
Requirement The invoice complies with the BMW CI and comprises vehicle data (e.g. vehicle ident. no., mileage, service date,
name of Service Advisor). In addition to this, the invoice is drawn up according to the BMW Job System (summary of
work items and of the corresponding parts as well as generating of sub-totals).
Scaling
XS S M L XL XXL
Invoice as required X X X X X X
B4-R1 Page 319

11.23 Post Service Contact

Requirement The importer/ authorized repairer contacts all customers within three days after vehicle return.
Scaling
XS S M L XL XXL
Post Service Contact X X X X X X
B4-R1 Page 320

11.24 Complaint Response

Requirement The importer/ authorized repairer responds to customer complaints / issues or problems noted by the customer within
48 hours (two work days). The response contains a proper customer information as well as next steps to be taken.
Scaling
XS S M L XL XXL
Complaint response as required X X X X X X
B4-R1 Page 321

11.25 Complaint Management

Requirement The importer/ authorized repairer manages and documents all customer complaints - from the first inquiry of the
customer until the complaint is solved - in the customer contact history within the retail CRM system .
Scaling
XS S M L XL XXL
Complaints Management as required X X X X X X
B4-R1 Page 322

11.26 Customer Promises / 5-Star Rating

Requirement The importer/ authorized repairer takes part in the customer promises program and 5-Star-Rating incl. the follow-up
of customer ratings/complaints.
Scaling
XS S M L XL XXL
Customer Promises / 5-Star Rating X X X X X X
B4-R1 Page 323

SECTION 12: MARKETING / CUSTOMER RELATIONSHIP MANAGEMENT (CRM).
12.1 Marketing Planning

Requirement The importer/ authorized repairer draws up an annual Marketing Plan by the end of January each year.
The Marketing Plan format is according to BMW Regional Office specifications.
The Marketing Plan comprises the planned marketing measures and the corresponding targets, budgets and months
of implementation.
Scaling
XS S M L XL XXL
Marketing Planning X X X X X X
B4-R1 Page 325

12.2 Communication
Requirement The importer/ authorized repairer orders in time the Point of Sale (POS) material for at least two annual After Sales
activities (Basic Kit) and implements these in accordance with BMW Regional Office specifications.
Scaling
XS S M L XL XXL
Communication X X X X X X
B4-R1 Page 326

12.3 Internet
Requirement The importer/ authorized repairer uses the BMW Service Online CI for the format of the BMW Service Internet
appearance and is connected to the BMW Regional Office.
The layout of brand exclusive Internet pages and the usage of the BMW Corporate Identity Elements (BMW Service
word mark, BMW typeface) comply with the BMW Corporate Identity requirements as communicated by the Regional
Office. An internet domain and an e-mail address are brand specific, e.g. definition BMW Regional Office.
The service team is presented by relevant contact information (phone number, email-address) on the importer/
authorized repairer's Website.
Scaling
XS S M L XL XXL
Internet X X X X X X
B4-R1 Page 327

DISCLAIMER
Disclaimer This document is an international importer version.

Deviations from the illustrations shown here are possible.
For internal use only.
Subject to misprint, error and alteration.
© by BMW AG, Munich 2013
B4-R1 Page 329

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B4-R1, 13.06.

VISUALS BMW RETAIL STANDARDS 2013+

1 Major Changes and Reason Why

2 Retail Standards Documentation BMW Sales

3 Retail Standards Documentation BMW Service

1 Major Changes and Reason Why

2 Retail Standards Documentation BMW Sales

3 Retail Standards Documentation BMW Service

BMW Building and Equipment

Type of Check BMW Regional Office

1.2 Brand Architecture Elements in case of modernisation

Brand Architecture Elements in case

1.2 Brand Architecture Elements in case of modernisation

Type of Check BMW Regional Office

1.3 Outside Facilities

BMW Group Sustainability in Real

Notes • Mandatory for all importer/ dealer sizes

Type of Check Audit/ BMW Regional Office

Example for Monitoring Sustainability

2.1 Exclusive Pylon

Notes • Mandatory for all importer/ dealer sizes

2.2 Outdoor Flags / Flagpoles

Outdoor Flags / Flagpoles 2 2 2 2 2 2

Brand Flag Product Flags

importer/ dealer Name / Brand

Notes • Mandatory for all importer/ dealer sizes

2.4 Entrance Sign

Notes • Mandatory for all importer/ dealer sizes

2.5 Product Listing Sign

• width 1000 mm, minimum height 666 mm

2.6 Communication Wall OPTIONAL

2.7 Joy Banner OPTIONAL

2.8 Additional Lighting Facade (white) OPTIONAL

Additional Lighting Facade (white) X X X X X X

2.9 Outdoor Highlight Platform OPTIONAL

Outdoor Highlight Platform X X X X X X

Example Highlight Platform

2.10 Parking Spots or alternatively Customer Parking Management Process

Parking Spots or alternatively

Outdoor Communication Stele (fixed

2.12 Customer Charging Point: Standbox

Customer Charging Point: Standbox X X X Example: Wallbox

Notes • Necessary for BMW PHEVs (Plug-in Hybrid electric vehicles)

3.1 Floor Surfaces

Transition period until 31.03.2015.

Floor Surfaces X X X X X X Tiles: BMW Anthracite Tiles: BMW Beige

Plaster Plaster, painted

3.3 Brand Separation Divider to other brands

The divider comprises the following:

Brand Separation Divider to other

For new buildings: suspended ceiling X X X X X

BMW New Cars on Showroom Display 3 4 6 7 9 10 Example: Name plate

New Car Name Plate X X X X X X

New Cars in showroom are only

Showroom Car with Accessories X X X X

Notes Details (RO specifications):

3.7 Model Mix of showroom cars

Model Mix of showroom cars X X X X X X

Notes • Changes of model mix are communicated 6 months in advance.

Type of Check BMW Regional Office

3.8 Highlight Platform

3.9 Price Stele

3.10 Indoor Signage (ex Brand Module)