Audi Chandigarh | moving on | year 2011 to year 2012

Business Direction - 2012Audi Chandigarh _________________________

12th December 2011, Monday

2 Business Direction 2012 | Audi Chandigarh

Audi Chandigarh | Year 2011


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

Sr. No.

Key Result Area ( KRA’s) TOTAL WEIGHTAGE - 100 %

July'11- Sep'11 ( Q 3) Target Achieved

Weightage ( b) Quantified(a) ParameterAchievement Vs Quantified

Parameter achievement

Score (c/a*b)*100

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

5 329 7 234 9 5.0

2to ensure Team Members Customer Prospect to test drive conversion ratio ( 75% of CPC)

5 247 75 167 71 4.8

3 Sales of Cars 30 23 100 20 87 26.1

4

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 parameter score would be zero . In Case 30% VW finance penetration is achieved but total penetration of 50% is not achieved still full parameter score would be awraded .

5 12 50 8 40 4.0

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

7Extended Warranty Targets ( 75% of Total Sale Achieved which would also include extended warranty sold to exsisting customers eligible for the extended warranty package as per new policy )

5 14 75 12 60 4.0

8Promptness in completion and checking of Customer files ( 100% of Sale) within 7 days of sale

5 23 100 20 100 5.0

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

11DMS Utilisation with complete information in all given fields ( 100 % ) either it is 0 or 5 points

5 329 100 234 100 5.0

12Timely P.E.R. reports and execution of tours as planned ( Deviation permitted only 3 times for P.E.R. and 1 time for tour )

5 100 100 80 80 4.0

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.

.


Marketing | 2011


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

4EMPLOYEES' PROVIDENT FUND AND MISCELLANEOUS PROVISIONS ACT, 1952

Fully Compliant

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

2011 | Mandatory Compliances | Audi Chandigarh We are a 100% compliant organisation We will maintain better & stringent parameters in 2012


Audi Chandigarh__________________ Special initiative

2011We successfully achieved an ISO 9001: 2008 certification which is a testimony of our strong processes and systems


Audi Chandigarh | Year 2012


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


Infrastructure | 2011 to 2012Planning a new location - bigger and better !


Audi Chandigarh__________________Special initiative

2012

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 2012Sales Sales Managers 9 11 Manager Pre-owned Cars 0 1 Finance & Insurance 1 2 Customer Relationship CRM team 2 3 Sales support & Backoffice

Sales support & 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 4Marketing Marketing 2 2 Outsourced/ Staff Peons 2 2 Sweepers 3 3 Security 4 6

HR | 2012Increasing manpower count to support expansion


Marketing | 2012, the way ahead…


2012 | Audi 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) Control support parameters

Issue tracking next dayMinimum grapevineAccurate solutionAccountability of teamReference at the end of the monthProblem solving before a CSS call

DIR | Advantages

CSS Action Plan on Service Feedback |2012


CSS Audit Report | Internal check

CSS AUDIT REPORT Date of Delivery:

Model purchased:

Customer Name:

Sr. Particulars YES No

1 Customer handling

2Welcome and reception at dealership at the time of delivery

3 Friendliness of salesperson

4 Time of salesperson for customer

5 Handover

6 Adherence to promised delivery date

7 Information about the timing

8 Car handing over as special experience

9 Explanation of functions & controls

10 Introduction contact partner After Sales

11 Introduction of a contact partner for after sales

12 Follow-up contact

13 Contact after delivery of new car

14 Appearance

15 Overall appearance

16Updation of all details required in the completion of the file

17 Written Correspondence

18 Business card exchanged

Audited by:

Observer:

Approved by:

Parameters_________________________________________► Date of Delivery ► Model purchased ► Customer Name► Customer handling ► Welcome and reception at dealership at the

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


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.

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.

CSS 2012 | Objectives


Fo2012 | Format | CSS follow-up


2012 | CSS Audit ReportCSS AUDIT REPORT

Date of Delivery:

Model purchased:

Customer Name:

Sr.No. Particulars YES No

1 Customer handling

2Welcome and reception at dealership at the time of delivery

3 Friendliness of salesperson

4 Time of salesperson for customer

5 Handover

6 Adherence to promised delivery date

7 Information about the timing

8 Car handing over as special experience

9 Explanation of functions & controls

10 Introduction contact partner After Sales

11 Introduction of a contact partner for after sales

12 Follow-up contact

13 Contact after delivery of new car

14 Appearance

15 Overall appearance

16Updation of all details required in the completion of the file

17 Written Correspondence

18 Business card exchanged

Audited by:

Observer:

Approved by:

► CSS AUDIT REPORT ► Date of Delivery: ► Model purchased: ► Customer Name:► Customer handling ► Welcome and reception at dealership at the

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


2012 | Customer relationship enhancement & retention

► Existing customer engagement

►CRM meets,►Current customer connect events►Driver training programme

► Loyalty Programs

►Delighting the customer by offering him free wash / dry-cleaning coupon on the occasion of his cars 1st 2nd 3rd anniversary

Referral Programme

► Complaints Handling

►CRM escalation matrix in place► Introduction of Daily Incidental Report ►Intro of CSS- Service feedback►Customer visits by customer delight manager for faster complaint resolution

► An attempt to make a new car Delivery memorable

► Special customer care► Wine►Chocolates►Driver watches►Photo frames►Flowers

► Customer lifecycle

►Special privileges for current customers and those opting for a second car

► Database Management

► Regular updation – DMS► Segmentation ► Acquisition data compilation


2012 | Q1 Fast Start InitiativesBusiness Plan

Fast track | Company initiative -A

Aggressive mailer activities on acquisition lists with more focus on new acquisition data

/directories etc.

Fast track | Company initiative -BExciting overseas trips for sales ( couples ) ,

Special monetary benefit schemes, incentives, bonuses for all employees

Fast track | Company initiative -CUpcountry events at multicity locations.

To get more involved in the tyre burner and cannon ball club to strengthen the personal relationship

and generate business from them and through them

Introduction of referral programme for existing customers

Involvement of Sr. management to push early closure of sales cases especially on the

B-Spoke cars

Fast track | Company initiative -D

Fast track | Company initiative -E

Fast track | Company initiative -F

Categorizing customers to their professions and organising special cocktails/dinners for specific target audience


Audi Chandigarh | Linked slides, images & creatives


Birthday cards

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

Key to success !


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 suggestionwith 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 sDedicated Web Trainings and Product Trainings


Role Play Contests


Our meetings are a joy ….


Rewards & recognitions


Thank you.