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PROCESS SOLUTIONS FOR AUTOMOTIVE RETAIL
SHAPING THE FUTURE OF AUTOMOTIVE RETAIL
SHAPING THE FUTURE OF AUTOMOTIVE RETAIL.
CONTENT
WHY RETAIL PROCESS SOLUTIONS..............................................
SEWELLS MSXI PROCESS SOLUTIONS..........................................
RETAIL PROCESS SOLUTIONS.......................................................
CLIENT TESTIMONIALS..................................................................
ABOUT SEWELLS MSXI.................................................................
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WHY RETAIL PROCESS SOLUTIONS
Auto OEMs today, spend hundreds of dollars on a per car basis in consumer marketing
activities. However, a part of the returns on this marketing investment depends on the
moments of truth at the retail level.
It is therefore very important to take a serious view of the Retail Process Solutions and use
it as a strategic lever in delivering the brand promise. Also, from a dealership’s point of view,
Retail Process Solutions generates better business returns. It achieves this by improving the
operational side of the business.
Our research shows that at the margin, Retail Process Solutions spend by an auto OEM
generates better returns on investment than similar marketing spend in the majority of
cases.
Retail Process Solutions can be applied to deliver three key outcomes in almost all the
departments of a dealership.
1. Customer Experience
2. Productivity
3. Profitability
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APPLICATION OF RETAIL PROCESS SOLUTIONS
RETAILPROCESSEFFICACY
CUSTOMEREXPERIENCE
PROFITABILITYPRODUCTIVITY
NEW, USED, SERVICE, PARTS, F&I, HR
SEWELLS MSX INTERNATIONAL PROCESS
SOLUTIONS
LATEST GENERATIONDESIGN
LEAD-LAGMODEL
MANAGEMENTTOOL
BUSINESS TRANSFORMATIONAND CULTURE CHANGE
CAPABILITYBUILDING FOR
EFFICACY
ACCREDITATIONMETHODOLOGY
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LEAD-LAG MODEL
Sewells MSXI’s Lead-Lag Model is a management model for Process Solutions that establishes a
cause effect relationship between input and output KPIs. It creates a system of influencing output
KPIs through close monitoring of input KPIs.
MANAGEMENT TOOL
Our Process Solutions deploy technology to drive business performance. Our solutions are built on
a strong foundation of management
tools that empower dealership management with business insights and help them drive business
performance.
ACCREDITATION APPROACH
Sewells MSXI Process Solutions take ‘accomplishment’ view of processes as against conventional
‘compliance’ view generally taken in the industry. This approach motivates dealership in adopting
processes and benefit from it.
GENERATION 1Pre 2002
Front End Processes Front End Processes Front End Processes Front End Processes
+ Back End Processes + Back End Processes
+ Management Model + Management Model
+ SMAC & Non-linearSales Processes
+ Back End Processes
GENERATION 22002-2010
GENERATION 32010-2013
GENERATION 42013 onwards
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Sewells MSX International Process Solutions are based on four key principles. Application of
these principles enable us to develop Process Solutions that are tailor-made for our client
needs.
LATEST GENERATION DESIGN
Sewells MSXI Process Solutions take holistic view of business processes instead of taking a limited
view about covering customer end processes. This helps in building dealer capability in all
operational areas, leading to predictability & consistency in business performance. We now use the
most evolved Gen-4 framework for developing Process Solutions that combine comprehensive view
of business with power of SMAC (Social, Mobile, Analytics and Cloud). As shown in the model
below, our approah takes the most comprehensive view of dealer processes.
SEWELLS MSXI RETAIL PROCESS SOLUTIONS
Sewells MSXI is a thought leader in Process Solutions for OEM Dealer networks. In the past few
years, more than 2,000 Dealers in the Asia Pacific, Africa and the Middle East regions have
benefited from our solutions in this area.
We offer end-to-end support in design, implementation and sustenance of process through:
Design of process & standards
Process implementation
Process sustenance
Metrics and tools
DESIGN OF PROCESSES & STANDARDS
We provide cutting edge IP in the area of Auto Retail Process Solutions along with years of
experience. Sewells MSXI today, works with its clients to deliver contemporary process design
solutions. We call them Generation-4 Process Design Solutions.
Our latest generation design not only ensures that the processes at dealerships are robust, but also
provides a basis for sustenance and the building of the right culture.
Sewells MSXI has worked with leading OEMs across the globe in this area. Our design services
include:
Writing and publishing process manuals
Creating multimedia and video based interactive process manuals
Tablet-Apps for reference and training
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PROCESS IMPLEMENTATION
Sewells MSXI has extensive experience in the area of process implementation, coaching and hand-
holding. We have developed a unique Accreditation Methodology for process implementation which
creates the right eco-system for implementation and sustenance.
Some of the unique aspects of our implementation methodology are:
The onus of implementation lies with the dealership and hence generates better compliance.
It focusses on capacity and capability issues as key drivers of success.
Culture building is an integral part of our methodology which ensures high level of process
sustenance.
Our innovative implementation tool-kits reduce variability among multiple instances of
implementation. They also make it scalable.
Sewells MSXI Process Implementation Solutions include:
Onsite implementation and coaching support, project management
Development of implementation tool-kit
Development and deployment of project management tools such as portals, cockpits and
dashboards
Monitoring and reporting of the implementation activity
PROCESS SUSTENANCE
The secret of sustenance lies in the design of processes, their implementation and measurability.
With our research based solutions, we have ensured that the processes are sustained in thousands
of dealerships that we work with.
Sewells MSXI’s tested Lead-Lag Model has delivered powerful results in this area. Sewells MSXI’s
Lead-Lag Model is a management model for Process Solutions that establishes a cause effect
relationship between input and output KPIs. It creates a system of influencing output KPIs with the
help of input KPIs.
Sewells MSXI also offers other sustenance solutions such as:
Process Audit Services
Mystery Audit Services
Health Check, Benchmarking and Action Learning Solutions
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METRICS AND TOOLS
We at Sewells MSXI believe in measurability. Our IP around business metrics of
auto dealerships is well recognised. We utilise this IP to build metric templates
and dashboards that help not only in the implementation and sustenance of
processes but also in the running of the dealership business.
Sewells MSXI also has innovative tools and technology to support process
implementation and sustenance.
Some of our tools are:
Workflow Management Tools
Business Analytics Tool
Job Aids and Training Tools
Project Management Tools
CLIENT TESTIMONIALS
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“ The best part of Sewells MSXI solution to us, has been the measurability of its impact. Application of science has ensured that dealers are seeing immense value in the SPARSH Program.”
“ The best part of Sewells MSXI solution to us, has been the measurability of its impact. Application of science has ensured that dealers are seeing immense value in the SPARSH Program.”
Harish Verma, Head-Sales Quality and CARE, VW India
Ajay Dikshit, Head Dealer Development & CRM, Hero MotoCorp Ltd, India
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ABOUT SEWELLS MSXI
MSX International (MSXI) is a business process outsourcing company with more than 6,000
employees providing technology-based services in more than 80 countries. Together with
Sewells MSXI, a wholly-owned subsidiary, MSXI is the worlds largest provider of retail solutions to
automotive OEM`s and their dealers. Together they create value by enhancing customer
engagement, increasing brand market share, improving dealer and brand profitability, and improving
employee productivity.
STAY CONNECTED WITH US
To know more, visit us at www.sewells-msxi.com or email [email protected]
facebook.com/sewells-msxi
twitter.com/sewells-msxi
linkedin.com/company/sewells-msxi
youtube.com/sewells-msxi
years of experience
employees
million revenue
over
75
6,000
500
in over 80 countries
$
If you want to benefit from our
competent and innovative solutions,
please contact www.sewells-msxi.com.
SHAPING THE FUTURE OF AUTOMOTIVE RETAIL
