Our work - Quality improvement and auditing
Dealer audit
Client brief
Design and audit programme for a Franchise Network which is seeking to improve both standards and quality of representation in the industry. Ensure all measures and tracking are robust and support the payment of a standards related bonus.
Our solution
Work closely with our client to critique and test each individual standard and ensure all ambiguity is removed. Develop and provide a secure web based portal where progress of auditing can be monitored daily by the client, along with summary reporting of non-compliances and all individual Dealer Action plans.
Result
Successfully completed National audit in agreed time frame. Despite a greater than anticipated level of non-compliance, ensured the professional and commercially constructive approach to deploying the audit, supported the relationship between the client and their Franchise Network. A clear assessment of current status and detailed actions plans for improvement now exists
Retail representation recruitment
Client brief
Our client recognised a need to actively seek new Retailer representation in order to provide an injection of new entrepreneurs keen to deliver first class customer service. Also provide facilities to take on existing points where current owners were nearing retirement, and fill open points where viability could be demonstrated
Our solution
Impetus Automotive developed a simple to use viability assessment tool that could be used by manufacturer staff and potential Retailers, to assess either existing facilities with or without other franchises in operation and new builds. In conjunction with our sister agency PHWT, we developed a Retailer Prospectus to support active marketing of the opportunity to potential candidates.
Finally we provided two experienced full time Retailer Representation Managers to lead the conquest and implementation of new Retailer recruits, with responsibility to ensure start ups are personally supported and experience a successful start to their franchise relationship.
Result
The sales volume and profit contribution from filling open points to date with quality representation is very significant.