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Quality Standards Audit of a Used Vehicle Programme

Summary

 

Unannounced visits.

A team of eight industry specialists makes unannounced visits to the retailer network to ensure standards are maintained. Working with the same client for 10 years, we matured this system from paper-based checklists to the latest online digital tools.

Improving retail.

We structured the audits with the express aim to improve the client’s retail network, both by enhancing the customer experience and by maximising sales.

Digital = crucial.

Digital recordings are a crucial element of the audits, as retailers’ failure to comply with the manufacturer standards can result in a substantial financial penalty.
Customer type
  • Premium Brand OEM
  • National Sales Company
Project type
  • On-site visits to entire retailer network
Objectives
  • Measure retail network compliance with programme standards
  • Ensure a consistent approach
  • Provide a ‘live’ reporting suite
  • Create a percentage-based scoring system with Pass/Fail and national-regional analysis
  • Communicate results to retailers
Methodology
  • Create an audit list featuring a scoring matrix with a different weighting of the various questions
  • Train a six-person audit team
  • Make unannounced annual visits to retailers, with analysis of:

    • Online presentation of vehicles

    • Physical display of vehicles

    • Preparation standards

    • Vehicle paperwork and evidence of work done

  • Visits have higher frequency in case of compliance issues
  • Escalation process, depending on failure level
  • Monthly meeting with car manufacturer to discuss ongoing audits and progress
Results
  • A complete review of network’s compliance with OEM’s used vehicle programme
  • Customer experience improving year on year
  • More than 1500 audits completed – no complaints or challenges received
Learning
  • It is possible to have a cost-effective programme that ensures a retail network achieves two distinct objectives at the same time: deliver on quality standards, and improve operations.
  • By continuous improvement, the audit has been perfected each year, and adapted to the changing retail environment.