Audi Chandigarh | moving on | year 2011 to year 2012

Business Direction - 2012
Audi Chandigarh
_________________________
12th December 2011, Monday

2 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



 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.



 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
.


2011 | Focus on Sales Target | KRA’s

July'11- Sep'11 ( Q 3)
Key Result Area ( KRA’s) Target Achieved
Sr. No.
TOTAL WEIGHTAGE - 100 % Weightage ( b) Quantified(a) Parameter
Achievement Parameter Score
Vs Quantified achievement (c/a*b)*100

To ensure team members customer prospect generation ( 7%
1 5 329 7 234 9 5.0
conversion ) ( Maximum Weightage=5)

to ensure Team Members Customer Prospect to test drive
2 5 247 75 167 71 4.8
conversion ratio ( 75% of CPC)

3 Sales of Cars 30 23 100 20 87 26.1
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
4 parameter score would be zero . In Case 30% VW finance penetration 5 12 50 8 40 4.0
is achieved but total penetration of 50% is not achieved still full
parameter score would be awraded .
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

Extended Warranty Targets ( 75% of Total Sale Achieved which
7 would also include extended warranty sold to exsisting customers 5 14 75 12 60 4.0
eligible for the extended warranty package as per new policy )
Promptness in completion and checking of Customer files ( 100% of
8 5 23 100 20 100 5.0
Sale) within 7 days of sale

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
DMS Utilisation with complete information in all given fields ( 100 % )
11 5 329 100 234 100 5.0
either it is 0 or 5 points
Timely P.E.R. reports and execution of tours as planned ( Deviation
12 5 100 100 80 80 4.0
permitted only 3 times for P.E.R. and 1 time for tour )
Total 100.0 71.6


KRA Card
A fair measure for performance


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.

.


1 FACTORY ACT, 1948 Fully Compliant

2 INDUSTRIAL DISPUTES ACT, 1947 Fully Compliant

3 INDUSTRIAL EMPLOYMENT (Standing orders) ACT, 1946 Fully Compliant

EMPLOYEES' PROVIDENT FUND AND MISCELLANEOUS
4 Fully Compliant
PROVISIONS ACT, 1952

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


Chandigarh

Special initiative

We successfully achieved an ISO 9001: 2008 certification
which is a testimony of our strong processes and systems


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

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


Planning a new location - bigger and better !


Chandigarh

Special initiative

We would like to be No.1 Audi dealership in customer satisfaction, sales & service.

We will also look at an ISO 14000 certification


Manpower Plan to support growth 2011 2012
Sales Sales Managers 9 11
Manager Pre-owned Cars 0 1
Finance & Insurance 1 2

Customer Relationship CRM team 2 3

Sales support & Sales support &
Backoffice 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 4
Marketing Marketing 2 2

Outsourced/ Staff Peons 2 2
Sweepers 3 3
Security 4 6


Chandigarh

Customer eccentric initiatives


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


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


Daily Incident Report (DIR) DIR | Advantages
Control support parameters Issue tracking next day
Minimum grapevine
Accurate solution
Accountability of team
Reference at the end of the month
Problem solving before a CSS call

CSS Action Plan on Service Feedback
|2012


CSS Audit Report | Internal check
Parameters
_________________________________________
CSS AUDIT REPORT
► Date of Delivery Date of Delivery:

Model purchased:
► Model purchased Customer Name:
Sr. YES No
► Customer Name Particulars

1 Customer handling
► Customer handling Welcome and reception at dealership at the time of
2 delivery
3 Friendliness of salesperson
► Welcome and reception at dealership at the 4 Time of salesperson for customer

time of delivery 5 Handover
6 Adherence to promised delivery date
► Friendliness of salesperson 7 Information about the timing
8 Car handing over as special experience
► Time of salesperson for customer 9 Explanation of functions & controls

10 Introduction contact partner After Sales
► Handover 11 Introduction of a contact partner for after sales

► Adherence to promised delivery date 12 Follow-up contact
13 Contact after delivery of new car

► Information about the timing 14 Appearance
15 Overall appearance
► Car handing over as special experience
Updation of all details required in the
16 completion of the file
► Explanation of functions & controls 17 Written Correspondence
18 Business card exchanged

Audited by:
Observer:
Approved by:

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.

CSS 2012 | Objectives
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.


2012
Fo | Format | CSS follow-up


2012 | CSS Audit Report
CSS AUDIT REPORT
Date of Delivery:
Model purchased:
Customer Name:

► CSS AUDIT REPORT
► Date of Delivery: Sr.No. Particulars YES No

► Model purchased: 1 Customer handling
Welcome and reception at dealership at the
► Customer Name: 2 time of delivery
3 Friendliness of salesperson
► Customer handling 4 Time of salesperson for customer

► Welcome and reception at dealership at the 5 Handover
6 Adherence to promised delivery date
time of delivery 7 Information about the timing
8 Car handing over as special experience
► Friendliness of salesperson 9 Explanation of functions & controls
► Time of salesperson for customer 10 Introduction contact partner After Sales
11 Introduction of a contact partner for after sales
► Handover
12 Follow-up contact
► Adherence to promised delivery date 13 Contact after delivery of new car
► Information about the timing 14 Appearance
► Car handing over as special experience 15 Overall appearance

► Explanation of functions & controls Updation of all details required in the
16 completion of the file
17 Written Correspondence
18 Business card exchanged

Audited by:

Observer:

Approved by:

2012 | Customer relationship enhancement & retention

► Existing customer engagement ► Loyalty Programs ► Complaints Handling

►CRM meets, ►Delighting the customer by offering ►CRM escalation matrix in place
►Current customer connect events him free wash / dry-cleaning coupon ► Introduction of Daily Incidental Report
►Driver training programme on the occasion of his cars 1st 2nd 3rd ►Intro of CSS- Service feedback
anniversary ►Customer visits by customer delight
manager for faster complaint resolution

Referral Programme

► An attempt to make a new car ► Customer lifecycle ► Database Management
Delivery memorable
►Special privileges for current ► Regular updation – DMS
► Special customer care customers and those opting for a ► Segmentation
► Wine second car ►Acquisition data compilation
►Chocolates
►Driver watches
►Photo frames
►Flowers


2012 | Q1 Fast Start Initiatives
Business Plan

Aggressive mailer activities on acquisition lists
with more focus on new acquisition data
Fast track | Company initiative -A /directories etc.

Exciting overseas trips for sales ( couples ) ,
Fast track | Company initiative -B Special monetary
benefit schemes, incentives, bonuses for all employees

Upcountry events at multicity locations.
To get more involved in the tyre burner and cannon ball club to
Fast track | Company initiative -C strengthen the personal relationship
and generate business from them and through them

Introduction of referral programme
Fast track | Company initiative -D
for existing customers

Categorizing customers to their professions and organising
Fast track | Company initiative -E special cocktails/dinners for specific target audience

Involvement of Sr. management to
Fast track | Company initiative -F push early closure of sales cases especially on the
B-Spoke cars


Audi Chandigarh | Linked slides, images & creatives


Birthday cards Key to success !

When we miss a sale,
After Sales Feedback card we do not forget to mention same


We value your interest cards Anniversary cards

Service alert cards


Sales feedback card


After Sales Feedback card


Customers filling in the feedback card


Customer Souvenirs | personalised


Monsoon creative | special customer care !


Special felicitations | employees have fun !


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 suggestion
with 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.


Employee suggestion form


Training in Progress- After Sales


Web Training –Sale and s
Dedicated Web Trainings and Product Trainings


Role Play Contests


Our meetings are a joy ….


Rewards & recognitions


Thank you.


Audi Chandigarh | moving on | year 2011 to year 2012

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