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DEKRA POLSKA Ltdul. Rzymowskiego 2802-697 WarsawPolandPhone +48.22.577.36.00Fax [email protected]
All rights reserved.
Automotive SolutionsOffer for car importers
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Table of contents
Table of contents
About the company
DEKRA in the world . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3International know-how about services for importers and dealer network . . . . . . . . . . . . . . 4DEKRA in Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Automotive: vehicle inspections and expertise . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
New vehicles / Used vehicles / Service
Automotive solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
New vehicles
Tests and audits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Converted vehicles manufacturer audits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9Quality control of converted vehicles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
New vehicles / Service
Assessment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Training and coaching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Audits of BER selection / selection of a dealer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
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ServiceAuditing of body & paint workshops . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Mystery shopping, service and warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Used vehicles
DEKRA’s position and experience in management of used vehicles . . . . . . . . . . . . . . . . . . . 16Consulting: system DEKRA CarOperator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Coaching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Auction platforms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Compound . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
References, contact
References in Poland . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Contact persons DEKRA Polska . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Table of contents
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DEKRA in the world
> with headquarters in Stuttgart,
> with 12 strategic business lines for automotive, industrial and human resources,
DEKRA is a world leader in services for industry, certification of management systems, product testing, technical acceptance, expertise, investment supervision and staff development:
DEKRA’s income in 2016 exceeded 2.9 billion EURO
> employing approx . 38 000 employees in more than 50 countries,
> with international development strategy,
> with an increasing share of international activity reaching 36% .
About the company
2011
2012
2013
2014
2015
€ 2.0 billion
€ 2.1 billion
€ 2.3 billion€ 2.5 billion
€ 2.7 billion
2016
€ 2.9 billion
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International know-how about services for importers and dealer networks
Manufacturers, importers, leasing companies, rental and leasing companies for vehicles and equipment.
International framework agreement.
About the company
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Over30years
of esperience meetingthe needs of manufacturers
and rental companies
1627markets
Operationalteams in
coveringover
countries
17operationsmanagement systems
LineosExtab
Network
Fleetbox
Selectis Starfleet 170programs developedevery year for brand networs
More than
collaborators1600
aftersales
B2B provideracting for improving
new cars/fleetused cars
CONSULTING
COACHING
TRAINING
MARKETING
AUDIT
SUPPORT
Network performance programme
Retail programme design
NEW VEHICLE USED VEHICLE AFTER SALES / PARTS
Programme implementation
Business process
Customer experience
Customer experience
Customer and lead management
Events
Standard inspection
Commercial operation control
Mystery shopping Mystery repair
Warranty
Wholesale �eld force
Technical care centre
Used wehicle fundamentals A�ersales fundamentalsBusiness �eet
Business �eet �eld force
About the company
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DEKRA in Poland
Automotive: vehicle inspections and expertise
AUTOMOTIVE SERVICES > Automotive:
- vehicle technical inspection,
- vehicles and machines expertise,
> Automotive Solutions .
INDUSTRIAL SERVICES > industrial and construction inspection,
> material testing and inspection,
> product testing and certification,
> certification of management systems .
PERSONNEL SERVICES > training and education,
> temporary work,
> certification of personnel .
Technical inspection of vehicles:
> Nationwide network of 300 DEKRA Partner Vehicle Control Stations .
Experts assessments:
> 250 Experts across the country,
> over 80 000 appraisals performed annually,
> 75% share in leasing valuations and 45% in technical acceptance for car fleet management .
Wide range of services offered:
> electronic mobile inspection reports / return protocols,
> assessment of vehicle / machine technical condition,
> valuation of vehicles and machines,
> claims assessment (accident assessment),
> technical opinions,
> road traffic expertise .
About the company
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Automotive solutions
Consulting Assessment Auction platforms
Coaching Audits Compound
Training Mystery shopping
New vehicles / Used vehicles / Service
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Mystery Shopping
Commercial test
> assessment of customer service quality and sales standards during simulated vehicle purchases by the DEKRA auditor,
> assessment of the location of sales location (showroom) and its infrastructure,
> possible audio/video recording of visits .
Mystery calls
> assessment of customer quality and sales standards during telephone contact with dealership showroom,
> assessment of compliance with marketing procedures and commercial standards (personalized scenarios according to client requirements) .
Mystery e-mails
> Control of email communication processes with clients,
> monitoring of response time to customer inquiries and email response efficiency,
> customer service quality assessment and sales standards by e-mail,
> evaluation of quality, completeness and conformity of the offering process
with current marketing and sales requirements (including complementary offer, purchase financing, promotion terms, prices and rebates) .
Audits of trade policy > auditing implementation of importer’s
trade policy by individual dealers,
> auditing KPI indicators (Key Performance Indicators),
> verification by DEKRA auditors of the procedures and documentation for the sale of vehicles at dealerships .
Advantages
> improving importer’s financial performance,
> strengthening brand image and professional image of the company,
> raising customer satisfaction,
> increasing customer loyalty,
> improving professional behaviour of dealers network employees,
> standardization of commercial policy and customer service in dealership network .
Other audits > auditing sales standards B2C,
B2B,
> dealer’s stock audits (including demonstrational and replacement vehicles),
> marketing audits (verification of dealer’s expenses spent on advertising regarding minimum amount requested by a dealer, purpose of expenditure,
> proportion of expenditure on marketing),
> sales audits (verification of new vehicle sales documentation,
> regarding its completeness and correctness and data compatibility),
> physical stock taking of vehicles (both importer’s and dealer’s terminals),
> auditing standards for sharing IT identifiers .
Tests and audits
New vehicles
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Converted vehicles manufacturer audits
Purpose: verification of the organization, processes, procedures and standards of the company indicated by the importer together with the quality control of converted vehicles manufacturer.
Assumptions:
> audit carried out at a place of activity of the manufacturer on the basis of an audit form approved by the importer and after previously agreed upon date,
> audit procedure:
- module 1: audit of the company and its technical preparation,
- module 2: quality control of converted vehicles .
New vehicles
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Quality control of converted vehicles
DEKRA offers modern standard of imple-mentation of Converted Vehicles Quality Control:
> DEKRA .net platform for placing orders, available 24/7,
> application on mobile device for preparing reports in PDF format .
Converted Vehicles Quality Control Form may be prepared by DEKRA or by cus-tomer (converted vehicle manufacturer or vehicle manufacturer) .
Converted Vehicle Quality Control in-cludes, among others, verification of:
> technical parameters,
> compliance with the vehicle manufacturer’s guidelines and type approval,
> correctness of application of additional equipment .
New vehicles
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Assessment
Ability to implement a project using an integrated system (Ethernet) on tablets with instant results analysis.
Research and survey > knowledge verification based on knowledge tests,
> surveys, interviews and supervision,
> measurement of competence gaps,
> psychometric tests,
> assessment & development centre .
Interviews > competence diagnosis,
> competency analysis and presentation of results based on structured job interviews .
Practical abilities > assessment of practical skills based on participatory exercises in sample service situations
/ role playing .
New vehicles / Service
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Training and coaching
> training and certification of personnel,
> certification training for sales people,
> certification training for service personnel,
> management academy for managerial staff of automotive sector,
> training in procedure standardization,
Quality Policy for DEKRA Polska Training: We work based on a quality management system certified with compliance to ISO 9001: 2008
> training in vehicle fleet service,
> workshops in showroom and test drives,
> service workshop,
> business coaching / coaching on-the- job,
> consulting / mentoring / sparring,
> IT support systems,
> test studies and checklists,
> measurement of competence gaps,
> psychometric tests,
> Assessment & Development Centre,
> development guidelines and implementation recommendations .
New vehicles / Service
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Audits of BER selection/selection of a dealer
Verification audits meeting the criteria set by importer on the basis of BER regulations (“GVO”):
> (UE) No . 330/2010,
> (UE) No . 461/2010,
in terms of
> distribution of new vehicles,
> spare parts distribution,
> after-sales services - authorized workshops .
New vehicles / Service
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Auditing of body & paint workshops
> Audits of importer standards / body & paint workshop criteria .
> Audits of body & paint multi-brand services - certification by international mark - DEKRA Seal .
Reporting: detailed description, statistics, photographic documentation .
Tablets with dedicated software . Sata Air Check Set - compressed air purity control device .
Lux Meters - measurement of light intensity in the paint booth .
Termoanemometer Airflow TA410 - measurement of air flow velocity .
Service
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Mystery shopping, service and warranty
Test / service audit > verification of correct implementation of
established by manufacturer / importer / network representative, procedures in range of vehicle inspection / repair,
> checking ability to diagnose and repair technical faults by service department/workshop,
> possible audio/video recording of the visit .
Warranty audit > verification of warranty documentation,
replaced parts and subassemblies .
Service
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DEKRA’s position and experience in management of used vehicles
Comprehensive services offered in modular structure in the field of used vehicle fleet maintenance:
> documentation of technical condition of vehicles,
> suggesting a method of performing repair,
> management of after accident repairs in a service workshop,
> vehicle fleet management,
> consulting and process optimization,
> DEKRA Seal (DEKRA Certificate) .
DEKRA is a leading provider of used vehicle management services in Europe.
Used vehicles
DEKRA CarOperator
DEALER
Director
Salesman
Mechanic
DEKRA's Expert
IMPORTER
USED CAR MANAGER
WARRANTY COMPANY EUROTAX DATABASE
Importer's WWW
Dealer's WWW
DEKRA's WWW
CLIENTS
> increased customer confidence in used vehicles,
> increase in vehicle residual value,
> standardized procedures for managing vehicles in dealership network stock,
DEKRA CarOperator system advantages:
Product training for handling application DEKRA CarOperator:
Certification training for used car salespeople:
> standardized procedures for assessment of used vehicles,
> standardized procedures for valuation of used vehicles,
> online access to detailed sales and inventory statistics .
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Used vehicles
Consulting: system DEKRA CarOperator
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Auction platforms
Coaching
> 7 years of experience on the Polish market,
> 75 dealers use dedicated coaching (consulting) programs .
INTERFACE
DEKRA’S EXPERTISE AUCTION
Used vehicles
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Compound
Comprehensive management of vehicle
> vehicle collecting (up to 3 .5 t) within country and relocation to compound,
> compound - lighting, monitoring and guarding of facilities after working hours,
> receiving vehicles to facility, washing exterior / cleaning / pilling off stickers, relocation within facility,
> record keeping within internal IT system,
> ongoing monitoring of vehicle performance (battery charge status, fluids control and their replenishment, tire pressure control),
> preparing vehicles for release and release of vehicles,
> inspecting and drawing up expert opinions by DEKRA expert,
> vehicle sales (service provided by CARPORT - company recommended by DEKRA) .
Compound ”WARSZAWA” - managed by DEKRA Polska
Location:
Grzędy, Al . Krakowska 44
> 30 km from Warsaw centre,
> direct entry from the national road No . 7,
> S7 (planned) exit Złotokłos (5 min .) .
Compound “POZNAŃ” - in cooperation with CARPORT
Location:
Baranowo, ul . Budowlanych 7
> 11 km from center of Poznan,
> by road No . 92,
> near S11 (ring road of Poznan) .
Used vehicles
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References in Poland
Contact persons in DEKRA Polska
Tomasz Walewski
Sales Manager tel . 784 058 868 e-mail: tomasz .walewski@dekra .com
Artur Roman
Business Development Manager tel . 508 03 06 24 artur .roman@dekra .com
Arnold Olszewski
Fleet / Remarketing Manager tel . 608 66 14 54 e-mail: arnold .olszewski@dekra .com
Piotr Mazur
Head of Testing and Audit Division tel . 606 48 01 33 piotr .mazur@dekra .com
Wojciech Śliz
Used Car Manager tel . 512 97 45 14 wojciech .sliz@dekra .com
Sławomir Wojciech Osys
Business Development Manager tel . 512 022 628 slawomir .osys@dekra .com
Mariusz Mankiewicz
Vice Chairman of the Board tel . 22 577 36 16 e-mail: mariusz .mankiewicz@dekra .com
References, contact
DEKRA POLSKA Ltdul. Rzymowskiego 2802-697 WarsawPolandPhone +48.22.577.36.00Fax [email protected]
All rights reserved.
Offer for leasing companies and banks
