Head of Service, Warranty and Audit
Our client wanted to implement standards into their dealerships to improve their network quality in the UK. We were asked to ensure that the dealerships reflected the correct brand image, offered the full range of services, and had the correct expertise and technical equipment on-site.
We worked with our client to develop clear criteria for assessing the standards in a language that the Dealers would understand.
We then communicated the strategic objectives of the standards to the Dealer network.
Our auditors and the field force were then trained in the correct interpretation of the new standards to ensure there was a consistent approach used across the business.
The auditing process was implemented and it was tailored to prioritise the requirements of the dealers by looking at:
Impetus Automotive used its consultancy expertise in the strategic development and creation of the programme. Our Business Process Improvement competency was then used to effectively drive the audit programme into ongoing operational management controls.
The overall results of the audit were: