SERVICE PROMISE

DP- SELF EVALUATION

Must Desired
(22 Points) (15 Points)
S.N. Service Promise Evaluation points Total % Total %
Available Available Available Available

1.1 Housekeeping staff (available)

Keep the facility pleasant and
1 1.2 Facility check sheet (available)
comfortable
1.3 Facility Check Sheet - being used daily by CRM/ICRE
Call and schedule your service 2.1 100% Appointment through MDW
2 appointment as per your Dedicated phone number for appointment (Workshop -
2.2
convenience Standee)

3.1 Pickup & Drop facility with minimum 2 drivers

Offer pickup and drop service if you
3 are within 10 km radius of the
service centre
4 Greet you promptly, with courtesy
3.2 Pickup & Drop appointment in MDW
3.3 Pickup & Drop driver's uniform
3.4 Pickup & Drop Job Request Form with customer sign off)
P&D Inventory check sheet (with line diagram of body panels
3.5
for capturing body scratch/damage)
4.1 Security guard being trained on greeting customers
4.2 Security/Valet parking driver - smiling while welcoming

All RM/SA having computer and opening & closing RO

5.1
Be transparent while providing a time directly in MDW
5 and cost estimate & take your
consent on any deviations Floor Controller having computer in shop floor with MDW
5.2
activated
5.3 SMS trigger from MDW in case of cost / time deviation
6.1 Washing Supervisor (available)
6.2 Washing check sheet (available and being used)
Deliver your vehicle in clean 6.3 Clean Car' sheet (available and being used)
6
condition, on time Use of 'Clean Car' Sheet (signature obtained from customer
6.4
and attached with RO)
6.5 Washing & Cleaning concerns within 5%

Hand over the replaced parts after 7.1 Availability of bag with RM/SA for returning used parts
7
the paid services on your request 7.2 RM/SA trained on how to handover replaced parts

Checking of vehicle history in MDW by RM/SA while opening

Strive to fulfill all your service
8 8.3
requirements every time
Contact you for your valuable
9
feedback
8.1
RO
Minimum 60 % MSAT T2B on 'All the jobs completed'
8.2
question
Daily Management Review based on MDW data trend visible -
(BB%, Concern Pareto, Mech RO opened for more than 2
days, Escalated concerns to AO/HO)
Employee of the month' scheme, board - displayed at
8.4
customer interaction area
Display of 'ceo@........motors.com' email id to receive
8.5
customer's suggestions
Contacted customer and updated status in MDW within 24
9.1 hrs for at least 90% CCCF generated. ( For NJDP locations
100% 7th day PSF to be done by ICRE)
9.2 Signed copy of satisfaction note from customer
9.3 Use of Quick Response Team (QRT) for soft/minor concerns

24X7 dealer's helpline cell number displayed at customer

10.1
reception
10.2 24X7 dealer helpline team
10.3 Escalation board displayed at workshop reception
10 Be 'with you hamesha' 10.4 Display of CEO's contact number.at customer reception
Name plate for Relationship Manager, Service Advisor,
10.5
Service Head, CRM, ICRE, Cashier, Hostess
10.6 Workshop branding posters
WYH Van in roadworthy condition and being used
10.7
regularly(logbook maintained)

Note : Please rate as "Y", only in case of complete compliance of the above said evaluation points. Otherwise, pl keep it blank.
Date Date Date

Signature Signature Signature

DP/ CEO Name CCM(Name) RCCM(Name)

Version 1.1
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