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Audi Chandigarh | 2012 | the way forward
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Business Direction - 2012Audi Chandigarh _________________________
12th December 2011, Monday
2 Business Direction 2012 | Audi Chandigarh
Audi Chandigarh | Year 2011
3 Business Direction 2012 | Audi Chandigarh
Snapshot of Business initiatives | 2011
Quarterly and Annual Bonus | For all employees linked with their KRA’s
Family day | Facilitation of spouses of achievers through certificates & gold coins
Motivation factors | Emphasis was given on internal and external trainings. Training modules covered were
personality development, team building time & stress management &
leadership topics
Allied employee benefits | Accidental and Mediclaim insurance policies
Employee profiling | PS-16 profiling and Thomas profiling for all Sales employees.
Recreational activities | Staff get together on a quarterly basis and cricket tournaments on annual basis
Internal working group | Core functional groups for decision making
4 Business Direction 2012 | Audi Chandigarh
Snapshot of Business initiatives | 2011
Employee Friendly HR Policies | We introduced employee suggestion scheme & awarded for the best suggestion upon
its implementation.
| Quarterly facilitation ceremonies for achievers of the trophy “ Lord of the Four Rings”
| Introduced a foreign leisure trip for achievers
| Introduced a Employee feedback survey to gauge the satisfaction of an employee with employer
| Introduced training calendar for all sales staff to monitor the trainings
| For achievers, as a special incentive; an Audi was provided to drive / enjoy over the weekend.
5 Business Direction 2012 | Audi Chandigarh
Snapshot of Business initiatives | 2011
Strengthen Sales & After-Sales processes | Developed internal data management & follow up processes for better conversion & capturing of any lapses
e.g. lost sales process. Monthly Review Meetings | All departmental heads present their facts
& figures which is reviewed by the Managing Director on a monthly basis
.
6 Business Direction 2012 | Audi Chandigarh
2011 | Focus on Sales Target | KRA’s
Sr. No.
Key Result Area ( KRA’s) TOTAL WEIGHTAGE - 100 %
July'11- Sep'11 ( Q 3) Target Achieved
Weightage ( b) Quantified(a) ParameterAchievement Vs Quantified
Parameter achievement
Score (c/a*b)*100
1To ensure team members customer prospect generation ( 7% conversion ) ( Maximum Weightage=5)
5 329 7 234 9 5.0
2to ensure Team Members Customer Prospect to test drive conversion ratio ( 75% of CPC)
5 247 75 167 71 4.8
3 Sales of Cars 30 23 100 20 87 26.1
4
Finance Targets ( 50% of Total Sale) and 30% of Total Sale has to be only through VW Finance. If 30% of VW finance cases not done then parameter score would be zero . In Case 30% VW finance penetration is achieved but total penetration of 50% is not achieved still full parameter score would be awraded .
5 12 50 8 40 4.0
5 Insurance Targets ( 80% of Total Sale Achieved) 5 18 80 14 70 4.4
6 Accessories Targets ( 30000/ vehicle) 10 690000 30000 260272 13014 4.3
7Extended Warranty Targets ( 75% of Total Sale Achieved which would also include extended warranty sold to exsisting customers eligible for the extended warranty package as per new policy )
5 14 75 12 60 4.0
8Promptness in completion and checking of Customer files ( 100% of Sale) within 7 days of sale
5 23 100 20 100 5.0
9 Sale of demo cars 5 3 100 3 100 5.0
10 Sales of A8/A7/ R8/ RS 5 15 4 100 0 0 0.0
11DMS Utilisation with complete information in all given fields ( 100 % ) either it is 0 or 5 points
5 329 100 234 100 5.0
12Timely P.E.R. reports and execution of tours as planned ( Deviation permitted only 3 times for P.E.R. and 1 time for tour )
5 100 100 80 80 4.0
Total 100.0 71.6
7 Business Direction 2012 | Audi Chandigarh
KRA Card A fair measure for performance
8 Business Direction 2012 | Audi Chandigarh
2011 | Customer Touch Point Initiatives New dynamic creatives every quarter
Delivery ceremony | Exciting delivery ceremony
Gifts at delivery | Champaign bottle, Drivers watch, souvenir, chocolates, Customer photograph in a silver plated photo frame
Facility up-keep / Hygiene | We have a checklist and mentor for same
Excellent Pantry services | Selective choices of tea /coffee/ snacks offered to customers
Post sales follow-up | 3rd Day and 21st Follow-ups
Special customised greeting cards on customer’s occasions | Birthdays, Anniversaries , Feedback Cards, contact
established through SMS’s etc. Thank you letters along with delivery ceremony photographs mailed, Service Feedback cards to stay in connect.
.
9 Business Direction 2012 | Audi Chandigarh
Marketing | 2011
10 Business Direction 2012 | Audi Chandigarh
2011 | Customer Touch Point Initiatives New dynamic creatives every quarter
Delivery ceremony | Exciting delivery ceremony
Gifts at delivery | Champaign bottle, Drivers watch, souvenir, chocolates, Customer photograph in a silver plated photo frame
Facility up-keep / Hygiene | We have a checklist and mentor for same
Excellent Pantry services | Selective choices of tea /coffee/ snacks offered to customers
Post sales follow-up | 3rd Day and 21st Follow-ups
Special customised greeting cards on customer’s occasions | Birthdays, Anniversaries , Feedback Cards, contact
established through SMS’s etc. Thank you letters along with delivery ceremony photographs mailed, Service Feedback cards to stay in connect.
.
11 Business Direction 2012 | Audi Chandigarh
1 FACTORY ACT, 1948 Fully Compliant
2 INDUSTRIAL DISPUTES ACT, 1947 Fully Compliant
3 INDUSTRIAL EMPLOYMENT (Standing orders) ACT, 1946 Fully Compliant
4EMPLOYEES' PROVIDENT FUND AND MISCELLANEOUS PROVISIONS ACT, 1952
Fully Compliant
5 EMPLOYEE'S FAMILY PENSION SCHEME ACT, 1971 Fully Compliant
6 EMPLOYEES' STATE INSURANCE ACT, 1948 Fully Compliant
7 PAYMENT OF WAGES ACT, 1936 Fully Compliant
8 PAYMENT OF BONUS ACT, 1965 Fully Compliant
9 PAYMENT OF GRATUITY ACT, 1972 Fully Compliant
10 WORKMEN COMPENSATION ACT, 1923 Fully Compliant
11 WELFARE FUND ACT,1965 Fully Compliant
2011 | Mandatory Compliances | Audi Chandigarh We are a 100% compliant organisation We will maintain better & stringent parameters in 2012
12 Business Direction 2012 | Audi Chandigarh
Audi Chandigarh__________________ Special initiative
2011We successfully achieved an ISO 9001: 2008 certification which is a testimony of our strong processes and systems
13 Business Direction 2012 | Audi Chandigarh
Audi Chandigarh | Year 2012
14 Business Direction 2012 | Audi Chandigarh
2012 | Major manpower retention initiatives
► Family day | We would like to continue with the tradition of involving the employee families in felicitation
and excursions, which we initiated in the year 2011
► Quarterly and Annual Bonus | We intend to disburse monetary benefits to
employees linked with their Key Result Areas in
order to create enhanced focus on the personality and
functional development.
► Allied employee benefits | Accidental and Mediclaim insurance policies
► Career development plan | PS-16 profiling and Thomas profiling for all
Sales employees in order understand their weaknesses
and accordingly groom/train them better.
This year, we intend to define & launch employee growth programme.
► Recreational activities | We intend to have activities like river rafting, staff get-
together on a quarterly basis, cricket tournaments on annual
basis.
► Internal working group | Core functional groups for efficient & quick decision making
to be redefined
15 Business Direction 2012 | Audi Chandigarh
2012 | Initiatives
► Employee benefits | Employee of the Quarter | Trip to abroad with spouse.
► Creating a special B-spoke team | Re-organising sales team to enhance focus on A7, A8, RS-5, A8
► Special staff motivation initiatives | We intend to start Yoga classes for our employees before work hours for better stress management and dance classes after work hours.
► Internal trainings | We would like to continue with our internal trainings and lay our emphasis on personality development.
► Focus on customer delight | emphasising on relationship building which would help us get more references which will in-turn, enhance our business
► Focus on monthly target completion by means of accelerated incentive plans and more
16 Business Direction 2012 | Audi Chandigarh
Infrastructure | 2011 to 2012Planning a new location - bigger and better !
17 Business Direction 2012 | Audi Chandigarh
Audi Chandigarh__________________Special initiative
2012
We would like to be No.1 Audi dealership in customer satisfaction, sales & service.
We will also look at an ISO 14000 certification
18 Business Direction 2012 | Audi Chandigarh
Manpower Plan to support growth 2011 2012Sales Sales Managers 9 11 Manager Pre-owned Cars 0 1 Finance & Insurance 1 2 Customer Relationship CRM team 2 3 Sales support & Backoffice
Sales support & Backoffice 4 4
After sales Manager 1 1 Advisor/Mech 2 2 Advisor / body shop 1 1 Warranty controller 1 1 Dentor/Painters 3 4 Technicians 4 5 Washermen 3 5 Accounts Accounts 4 4Marketing Marketing 2 2 Outsourced/ Staff Peons 2 2 Sweepers 3 3 Security 4 6
HR | 2012Increasing manpower count to support expansion
19 Business Direction 2012 | Audi Chandigarh
Marketing | 2012, the way ahead…
20 Business Direction 2012 | Audi Chandigarh
2012 | Audi Chandigarh________________________________Customer eccentric initiatives
21 Business Direction 2012 | Audi Chandigarh
Sales Vision | 2012
To strive towards achieving customer delight by means of
Leading a well trained and motivated team : Customer First ! Always staying in connect with the customers listening and understanding to customer requirements Giving prompt and timely assistance to our customers To remain focused and ensure Customer Delight
22 Business Direction 2012 | Audi Chandigarh
2012 | Initiatives
Daily Incident report CSS Audit Sheet Soft skills trainings Personalized letter from the Director | Audi Chandigarh Personalized bouquets and cakes at delivery ceremony
23 Business Direction 2012 | Audi Chandigarh
Daily Incident Report (DIR) Control support parameters
Issue tracking next dayMinimum grapevineAccurate solutionAccountability of teamReference at the end of the monthProblem solving before a CSS call
DIR | Advantages
CSS Action Plan on Service Feedback |2012
24 Business Direction 2012 | Audi Chandigarh
CSS Audit Report | Internal check
CSS AUDIT REPORT Date of Delivery:
Model purchased:
Customer Name:
Sr. Particulars YES No
1 Customer handling
2Welcome and reception at dealership at the time of delivery
3 Friendliness of salesperson
4 Time of salesperson for customer
5 Handover
6 Adherence to promised delivery date
7 Information about the timing
8 Car handing over as special experience
9 Explanation of functions & controls
10 Introduction contact partner After Sales
11 Introduction of a contact partner for after sales
12 Follow-up contact
13 Contact after delivery of new car
14 Appearance
15 Overall appearance
16Updation of all details required in the completion of the file
17 Written Correspondence
18 Business card exchanged
Audited by:
Observer:
Approved by:
Parameters_________________________________________► Date of Delivery ► Model purchased ► Customer Name► Customer handling ► Welcome and reception at dealership at the
time of delivery► Friendliness of salesperson► Time of salesperson for customer ► Handover ► Adherence to promised delivery date► Information about the timing► Car handing over as special experience► Explanation of functions & controls
25 Business Direction 2012 | Audi Chandigarh
CIS | Advantages► Acts as an internal CSS checklist.► Evaluation on CSS parameters.► Immediate identification of key areas for improvement.► Acts as a guideline for the sequence.► Setting up a standard process for sales.
To track the right customer.To track issues in time before escalations.To add WOW effect to sales process.To set a flawless process for sales and after-sales.To solve all the issues at dealership level.To reach out to all existing Audi owners.
CSS 2012 | Objectives
26 Business Direction 2012 | Audi Chandigarh
Fo2012 | Format | CSS follow-up
27 Business Direction 2012 | Audi Chandigarh
2012 | CSS Audit ReportCSS AUDIT REPORT
Date of Delivery:
Model purchased:
Customer Name:
Sr.No. Particulars YES No
1 Customer handling
2Welcome and reception at dealership at the time of delivery
3 Friendliness of salesperson
4 Time of salesperson for customer
5 Handover
6 Adherence to promised delivery date
7 Information about the timing
8 Car handing over as special experience
9 Explanation of functions & controls
10 Introduction contact partner After Sales
11 Introduction of a contact partner for after sales
12 Follow-up contact
13 Contact after delivery of new car
14 Appearance
15 Overall appearance
16Updation of all details required in the completion of the file
17 Written Correspondence
18 Business card exchanged
Audited by:
Observer:
Approved by:
► CSS AUDIT REPORT ► Date of Delivery: ► Model purchased: ► Customer Name:► Customer handling ► Welcome and reception at dealership at the
time of delivery► Friendliness of salesperson► Time of salesperson for customer ► Handover ► Adherence to promised delivery date► Information about the timing► Car handing over as special experience► Explanation of functions & controls
28 Business Direction 2012 | Audi Chandigarh
2012 | Customer relationship enhancement & retention
► Existing customer engagement
►CRM meets,►Current customer connect events►Driver training programme
► Loyalty Programs
►Delighting the customer by offering him free wash / dry-cleaning coupon on the occasion of his cars 1st 2nd 3rd anniversary
Referral Programme
► Complaints Handling
►CRM escalation matrix in place► Introduction of Daily Incidental Report ►Intro of CSS- Service feedback►Customer visits by customer delight manager for faster complaint resolution
► An attempt to make a new car Delivery memorable
► Special customer care► Wine►Chocolates►Driver watches►Photo frames►Flowers
► Customer lifecycle
►Special privileges for current customers and those opting for a second car
► Database Management
► Regular updation – DMS► Segmentation ► Acquisition data compilation
29 Business Direction 2012 | Audi Chandigarh
2012 | Q1 Fast Start InitiativesBusiness Plan
Fast track | Company initiative -A
Aggressive mailer activities on acquisition lists with more focus on new acquisition data
/directories etc.
Fast track | Company initiative -BExciting overseas trips for sales ( couples ) ,
Special monetary benefit schemes, incentives, bonuses for all employees
Fast track | Company initiative -CUpcountry events at multicity locations.
To get more involved in the tyre burner and cannon ball club to strengthen the personal relationship
and generate business from them and through them
Introduction of referral programme for existing customers
Involvement of Sr. management to push early closure of sales cases especially on the
B-Spoke cars
Fast track | Company initiative -D
Fast track | Company initiative -E
Fast track | Company initiative -F
Categorizing customers to their professions and organising special cocktails/dinners for specific target audience
30 Business Direction 2012 | Audi Chandigarh
Audi Chandigarh | Linked slides, images & creatives
31 Business Direction 2012 | Audi Chandigarh
Birthday cards
After Sales Feedback cardWhen we miss a sale, we do not forget to mention same
Key to success !
32 Business Direction 2012 | Audi Chandigarh
We value your interest cards Anniversary cards
Service alert cards
33 Business Direction 2012 | Audi Chandigarh
Sales feedback card
34 Business Direction 2012 | Audi Chandigarh
After Sales Feedback card
35 Business Direction 2012 | Audi Chandigarh
Customers filling in the feedback card
36 Business Direction 2012 | Audi Chandigarh
Customer Souvenirs | personalised
37 Business Direction 2012 | Audi Chandigarh
Monsoon creative | special customer care !
38 Business Direction 2012 | Audi Chandigarh
Special felicitations | employees have fun !
39 Business Direction 2012 | Audi Chandigarh
Employee Suggestion Scheme
Employee to fill the suggestion form and put the same into the suggestion box
HR Dept to collect the suggestion form from the suggestion box every morning
HR department to analyse the suggestionwith the concerned H.O.D.
If suggestion considered to have some merit, same to be forwarded to G.M. Operations for approval
Employee to get a cash award of Rs. 1000/- in case his/ her suggestion is implemented . HR department to share the suggestion with M.D. in the MRM
HR Department will review the effect of suggestions on a monthly basis with the G.M.-Operations in the meetings.
40 Business Direction 2012 | Audi Chandigarh
Employee suggestion form
41 Business Direction 2012 | Audi Chandigarh
Training in Progress- After Sales
42 Business Direction 2012 | Audi Chandigarh
43 Business Direction 2012 | Audi Chandigarh
44 Business Direction 2012 | Audi Chandigarh
Web Training –Sale and sDedicated Web Trainings and Product Trainings
45 Business Direction 2012 | Audi Chandigarh
Role Play Contests
46 Business Direction 2012 | Audi Chandigarh
Our meetings are a joy ….
47 Business Direction 2012 | Audi Chandigarh
Rewards & recognitions
48 Business Direction 2012 | Audi Chandigarh
Thank you.