5.1 Routinely review financial statements with dealer Aftersales management to monitor operation efficiency, increased profitability to support Aftersales absorption ratio, as well as compliance with company standards.

These SOPs are to be audited once in a quarter.

9.1  Monitor staff levels to ensure the appropriate number of staff is maintained & with compensation plans supporting manageable level of employee turnover

10.1 Maintain awareness of competitive dealership actions (Pricing, campaigns or network actions)

EXPECTED END RESULTS

MAJOR ACTIVITIES

KPIs

Aftersales RevenuePMD includes Aftersales revenues (retail level at dealer or at wholesale level to dealer)PCP monitoring, Dispersion management ratioIdentify opportunities and performance gaps on an outlet level related to key NSC revenue initiatives such as Express Service, Service Contracts, tire program, CRM, etc…EW+DC PenetrationReview Dealer and Service Advisor performance in terms of retention and sales per unit received – including analysis for Lost customers activitiesLoyalty ratioSales / unitReview Parts wholesale opportunitiesKey Parts sales volumeReview dealer appointments ensuring healthy appointment ratio to ensure workshop balanceService Absorption rate (SAR)Works with dealer sales personnel to ensure dealer meets accessory sales targetsAccessories Offtake / NVSProvide forecast of month-end and future Parts sale per assigned dealersParts sales volumeSupport in the development of outlet level annual business plans including periodic reviews on progress (PDCA)..Monitor Dispersion ManagementDispersion Management ratioIncrease Network expansion in Tier 3 / Tier 4 (through MSV – Mobile Service Van)MarketingExplains NSC’s Aftersales related marketing communication programmesReview outlet service marketing plans including advertising spend as well as assess the effectiveness of their efforts. Include reviewing dealer CRM program, service reminder calls, seasonal campaigns, and other related activitiesProvide recommendations on new & innovative ways to enhance service marketing efforts to increase customer retentionSupport NSC in national efforts like annual roadside assistance programme, trade shows, Aftersales display in motorshows, etc.…IncentivesSupport NSC Aftersales leadership to develop incentive programmes to meet revenue and CSI targets. Also responsible for cascading this program to the dealers.Help Service Manager to formulate local dealer incentive programmes to promote sales/UR, CSI, Accessory sales, Technician productivity, etcParts Inventory managementReview dealer inventory to ensure retails parts fill rate target is achievedMechanical CLPVBP CLPVAssist dealer in tracking aging parts back ordersSupport dealer in part number information (use of systems, basic part number knowledge training, etc…)Business ManagementService Absorption Ratio (SAR)Provide dealer management with benchmarking information in order to showcase potential P&L and Balance sheet related areas of improvement with monthly follow-up plan.Customer SatisfactionReview CSI scores (e.g. CS survey, Audit, Mystery shop) at an outlet & employee level to identify deficiencies and support the development of countermeasures, in order to ensure customer satisfaction and delight for all CustomersOS-NPS (Overall Satisfaction Net Promoter Score)CPTV (Complaint per thousand vehicles)Address with management specific customer complaints to resolve quickly in compliance with ARTART (Average Resolution Time)Ensure quality closure of all complaints with complete customer satisfactionExplain to dealer latest recall campaign and technical service bulletinsProvide Technical assistance to dealers for difficult repairs / diagnostics (long pending vehicles management)Clearance of Long Pending Vehicles (Mech., BP)Ensure dealers meet fix-it-right-first-time targets by reviewing dealer PDCA processSDD ratio (Same Day Delivery)FRFT ratioConducts regular audit of warranty partsProvide field approval of warranty claims – has the authorisation to do – when requiredEnsure dealers clearly understands NSSW and AS-DOS and are compliant to the defined SOPs at the respective dealerships to minimise Customer’s dissatisfaction and control Customer Complaints.SAMBHAV open action point resultCPTV (Complaint per thousand vehicles)FacilityEnsures dealers have enough work bay capacity to fulfil mid-term demand requirementsWork with dealer to ensure sufficient Technician capacity in the short and mid-termUnderstand dealer agreements as it pertains to Aftersales, required performance and policy compliance for outletsRoutinely document outlet performance via contact reports. Follow the requirements for minimum frequency of documentation as per the dealer performance management process in placeManage infrastructure renovation with DND support to align with DND Nissan policyTrainingRecruitment of dealership manpower as per the defined guidelinesQualification and experience of manpower as per NMIPL guidelinesEnsuring manpower quantity per dealer position as per business requirementStaff quantity per dealer and positionConduct or support training of Aftersales personnel; monitor training status of outlet staff (training nomination, completion rate)Trained manpower ratioEnsure dealer Aftersales personnel complete requirement soft skill and technical training programsConduct or support leadership coaching / training for Service Managers to maintain high performance and motivation in the teamsMonitoring HR practices at dealerships to control attritionAttrition rateHR

9.2   Identify causes for high level of staff turnover and addresses issues with appropriate level of management

OthersConduct periodic audits to ensure dealer complies to all NSSW, AS-DOS and 5S (Swachha Nissan activity) requirementsRSPM ScoreSupports BPM dealer (Bottom Performance Management) improve its operations to gradate out of BPM programAct as a liaison between dealers and NSC to ensure two way communications and smooth operations

10.5 Deploy special initiative such as Nissan Customer Way (NCW)

10.6 Visit each of assigned dealer at least once per month – including visit preparation prior to the event and submission of dealer visit report after the visit.

Prepare other regular Aftersales reports outside dealer contact reportsPerform other task outside not defined in the checklist (ex. Vehicle Sale role)Gurugram Haryana India