Service & Parts Cockpit User Guide - Daimler AG · E. Partsales / Throughput [#] Remarks: The KPI measures the workshop parts that are sold for each vehicle throughput. Calculation

Service & Parts Cockpit User Guide Retailer

Global Service & Parts GSP/PSB, ITS/GM

Version 3

Global Service & Parts

Table of Contents

Module 1 Login S&P Cockpit

Login

Layout of the S&P Cockpit

Module 2 General Information of the S&P Cockpit

General remarks on the calculation logic

KPI Layout of the MRA KPIs

Trend Indicator

Service & Parts Cockpit User Guide – v3| GSP/PSB & ITS/GM 2

Module 3 KPI description in detail

MRA KPI

Non-MRA KPI

Spread Analysis & Heatmap Performance

Module 4 Navigation and drilldown

Tooltip/’Quick info’

Navigation & Drilldowns

Using the sorting function in a Report

Module 5 Map Reports

Module 6 Support per XSF – for Dealer User

Module 8 FAQ


The S&P Cockpit is available on the After Sales Platform via the

following link: https://aftersales.i.daimler.com

2. Select S&P Cockpit in your list of

applications and the S&P Cockpit

will open in a new window.

Module 1 3 Service & Parts Cockpit User Guide – v3| GSP/PSB & ITS/GM

https://aftersales.i.daimler.com/



Tool Information & Support

Header Dropdown Menu &

“View Report”-Button - Back Button

- Exporting

- Refresh

Filter Details

Turnover

Charts

→ Drilldowns

Non-MRA KPIs

Map Reports

→ Drilldowns

Spread Analysis;

National Dealer

Comparison

Heatmap SPS Outlet

Performance

Module 1 4

MRA KPIs

→ Drilldowns

Service & Parts Cockpit User Guide – v3| GSP/PSB & ITS/GM


Table of Contents


Login





Trend Indicator



MRA KPI

Non-MRA KPI








Module 8 FAQ


General remarks on the calculation logic of MRA KPIs 1/2

MRA Connection All values displayed are based on the outlets connected to MRA

No extrapolation to total market values is done

Currency All values are shown in local currency – on MPC and Retail Level

Historical Data Change

With each update of the S&P Cockpit also historical data might change for the following reason New dealers are connected to MRA and for those dealers also historical data is loaded in MRA.

In exceptional cases missing/incorrect historical data is loaded/corrected.

Parts

MB Parts are all MB Original Parts and MPC merchandise (parts sourced locally by the MPC)

Non-MB Parts are all Parts that are recognized as neither MB Original Parts nor MPC Merchandise

Labour excl. third party work

Data Flow &

Processing

150,90

Power Train

1,560 25

0

Cube Data warehouse S&P Cockpit Retail - Outlet

Module 2 6

Source frequency: monthly/quarterly (depending on market)



Dealer Validity

to safeguard

data quality

and reliability

of trends is

determined

in a

3-Steps-Process

Step 1

Continuous DATA delivery over defined

period

•Established criterion

Step 2

Statistical validation for Workshop and OtC

figures on dealer level

•Dealer will be invalid if figures are not within expected range

Step 3

DATA Completeness

•Dealer will be invalid if data for more than three working days is missing in the most recent delivery

General remarks on the calculation logic of MRA KPIs 2/2

Module 2

All KPIs

are calculated:

based on customer pay - without warranty and goodwill, including internal

based on net turnover ex-retail (i.e. customer discounts are already considered)

based on all age segment for counter

based on age segment 0=20 and unknown is excluded) (Exception: UK Van & Truck 0


KPI Layout for the MRA KPIs 1/2

Rolling

12 Month KPIs

Remarks

Rolling-12-Months-KPIs (Retention and Penetration) are separated from Month/YTD KPIs.

The “+” –icon at the Retention KPI enables the switch of the KPI to the Serviced Vehicles (2) as well as restricting the serviced vehicles to the affiliated area.

All Drilldown (1) reports provide detailed information about driver of the KPI, history and development.


Selected

(1)

(1)

(2)

Miniaturized line chart displays the

development over the last 12 months

Previous year value

(in this case:

04/2011–03/2012)

December figure of

previous year

(in this case:

01/2012-12/2012)

Previous month value

(in this case:

03/2012-02/2013)

Selected month value

(in this case:

04/2012-03/2013)

Delta

(in this case:

04/2012-03/2013

03/2012-02/2013)

Delta

(in this case:

04/2012-03/2013

01/2012-12/2012)

Visualisation

∆ Year End

/

/


KPI Layout for the MRA KPIs 2/2

Monthly KPIs

Remarks

Monthly KPIs are:

• Throughputs

• Partsales/Throughputs

• Labour hrs. sold

• Average Invoice Value

• OtC share

• OtC Competitive share

All Drilldown(1) reports provide detailed information about driver of the KPI, history and development.


Selected

(1)

Miniaturized bar/line chart

displays the development

over the last 12 months

Previous month

value

(in this case:

03/2012)

Selected month

to date value

(in this case:

03/2013)

Previous year to date

value

(in this case:

01/2012-03/2012)

Current year to date

(in this case:

01/2013-03/2013)

Delta

(in this case:

03/2013

03/2012) /

Delta year to date

(in this case:

01/2013-03/2013

01/2012-03/2012) /


Trend indicators (arrows, trend line and colour) are used

to visualize the development. Trend arrow

Trend line

The trend calculation is

based on development of the

trend line

> + 1%

+ 1% to -1%

< - 1%

Module 2 10

The trend calculation is

based on the respective delta

development:

- ∆ Year End for rolling 12

months KPIs.

- ∆ YTD% for monthly KPIs.



Table of Contents


Login





Trend Indicator



MRA KPI

Non-MRA KPI








Module 8 FAQ


K.

L.

A.

B.

C.

D.

E.

F.

G.

H.

I.

J.

The S&P Cockpit considers MRA KPIs and non-MRA KPIs

MRA KPIs

Non-MRA

KPIs

Marketing

Research

After-Sales

KPIs



MRA KPI - Turnover

Turnover [Currency]

Calculation Logic Remarks:

OtC invoices are only considered if they include at least

one MB Part. This is because OtC invoices are not

necessarily connected to a vehicle. Therefore, pure non-MB

OtC invoices could belong other brands (multi-franchise

dealers).

A.

(1) (2) (3)

Turnover OtC

MB Parts cp

Turnover Workshop

MB Parts cp

+ Turnover (Total)

MB Parts cp* =

Module 3 13

*Customer Pay

(3)

(1)

(2)



MRA KPI - Retention

B. Retention[%]

Remarks:

Serviced vehicles are those vehicles that have visited an

MB workshop at least once in the last 12 months. Vehicles

that have visited more than once are counted only as one

serviced vehicle.

Serviced vehicles that have only visited an MB Workshop

because of W&G work are not considered “serviced”

(Only Costumer Pay).

Source for registered vehicles is the official vehicle

park data. For the current year, the latest vehicle park

forecast is used; for the previous year, the actual vehicle

park is used.

The vehicle park for the last 12 months is a weighted of

the vehicle park forecast and the actual vehicle park.

The Retention (rolling 12 months) is calculated based on

the serviced vehicles and vehicle park of the last 12

months.

The “+” –icon (Affiliated Area) at the Retention KPI (1)

enables the switch of the KPI to Serviced Vehicles.

Calculation Logic

Number of registered vehicles

allocated to valid MB WS

Number of serviced vehicles by

valid MB Workshops

/ = Retention

[%]

Module 3

(1)

14 Service & Parts Cockpit User Guide – v3| GSP/PSB & ITS/GM

serviced vehicles ≠ throughputs


MRA KPI – Penetration & Throughputs

C. Penetration[Currency]

Remarks:

The Penetration (rolling 12 months) is calculated based

on the serviced vehicles and MB Parts Costumer Pay*

Turnover Workshop of the last 12 months.

Calculation Logic

Number of serviced vehicles

Turnover WS Parts cp*

/ = Penetration

[LC]

D. Throughputs [#]

Remarks:

Number of contacts in workshop. The invoice contains at

least one item Customer Pay.

Throughputs are calculated by counting the distinct job

number

If different invoices have the same job number, then it is

counted as 1 throughput only. One “throughput” might

consist of several invoices.



MRA KPI – Partsales & Labour hours

E. Partsales / Throughput [#]

Remarks:

The KPI measures the workshop parts that are sold for

each vehicle throughput.

Calculation Logic

Number of throughput

vehicles in workshop

Turnover WS Parts cp

/ = Partsales/

Throughput

F. Labour hours sold [h]

Remarks:

This KPI reflects all hours invoiced within a certain time

period.



MRA KPI – Parts Sales & Average Invoice Value

G. Parts Sales/Labour hours [Currency]

Remarks:

The KPI describes all Turnover Workshop Parts Customer

Pay in relation to the Sold Labour hours.

Calculation Logic

Labour hours sold

Turnover WS Parts cp

/ = Parts Sales/

Labour hrs sold

H. Average Invoice Value [Currency]

Remarks:

The KPI describes the ratio between the workshop

turnover and the vehicle throughput within a defined time

period.

The “+” –icon enables to calculate the KPI also with all

parts (MB and non-MB parts).

Calculation Logic

Number of throughputs [#]

Labour

Turnover cp

/ =

Average

Invoice

Value

+ Turnover WS

Parts cp



MRA KPI – Over the counter

I. OtC share[%]

Remarks:

The “Over the Counter” (OtC) share describes portion of

parts that aren’t sold throughout the workshop.

Calculation Logic

Turnover WS Parts cp +

Turnover OtC Parts cp

Turnover OtC Parts cp

/ = OtC share [%]

J. OtC Competitive share [%]

Remarks:

The KPI measures all Competitive OtC Parts in relation to

the Total OtC Turnover Parts.

Classification in Captive, Competitive comes from the

central GSP pricing department and is done on Marketing

Code level.

Calculation Logic

Total OtC Turnover cp

Competitive OtC Parts cp

/ = OtC

Competitive

share[%]



Non-MRA KPI

K. Customer Satisfaction Index [points]

Remarks:

Source of the CSI Reports is MPC.

KPI shows the workshop performance from the customer

point of view.

Index-Relevant Question to categories:

Service Initiation

Service Advisor

Service facility

Vehicle pick-Up

Service Quality

Calculation Logic

L. Net Promoter Score [points]

Remarks:

Source of the NPS Report is MPC.

KPI describes the recommendation in future by the

customer.

Question to the customer: “How likely would you

recommend your workshop to a friend/relative?”

Calculation Logic

% Detractors

% Promoters

- = NPS



Spread Analysis & Heatmap evaluation

20 Module 3

Spread Analysis/

National dealer comparison

Outlet Heatmap/

SPS outlet performance




Spread Analysis (Box-plot analysis)

Remarks:

Grey Box describes the

2nd quartile: 25-50% of all Retailer

3rd quartile: 50-75% of all Retailer

Median describes the numerical value separating the higher

half of a sample from the lower half.

Basis for the calculation of the deviation of the retention

and the penetration are the values of the rolling 12 months.

The outlet performance (1) is shown in comparison to national

median.

In comparison to the arithmetic mean (“average”), the median

is more robust against outliers.

Heatmap Performance shows evaluation on detailed analysis

Remarks:

Dealer Group view: shows the year end deviation in % for

Retention, Penetration and YTD deviation for OtC Turnover of

its outlets.

Retailer view: shows the YTD deviation in % for the Strategic

Product Segments (SPS)

The SPS is the marketing code for ‘Strategic Product

Segments’ and part of the Product Range Definition.

Total MB Parts Turnover (2) includes Workshop and Over the

Counter.

Module 3

Dealer Group view

Retailer view

Additional

information on

the Spread

Analysis

available

- outlier -

‘Grey Box’:

2nd & 3rd

quartile

Median

21

Outlet performance (1) - black bar

Dealer Group view

Retailer view

Total

MB Parts

Turnover (2)



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MRA KPI

Non-MRA KPI








Module 8 FAQ


Tooltips appear when moving the cursor over a defined area

Throughout the S&P Cockpit there are several occasions to use the Tooltip:

- KPI Graph (1)

- Trend Indicator (2)

- KPI Name (3)

- Spread Analysis (4)

- Performance Heatmap (5)

“Mouse-Over”

to reveal the

Information

(1)

(2)

(3)

(4)

(5)

23 Module 4 Service & Parts Cockpit User Guide – v3| GSP/PSB & ITS/GM


Navigation & Drilldown within the S&P Cockpit

24

1

2

3

4

5

6 8

7

Module 4 Service & Parts Cockpit User Guide – v3| GSP/PSB & ITS/GM


Header navigation

25

Home-Button 1

Header Dropdown Menu to select the “Vehicle Segmentation” and the “Period” of the Report 2

Back-, Exporting- and Refresh-Button 3

Go back to previous page

Refresh the page

Exports your reports to

your local machine

1. 2. Button to refresh selection

and View Report 3.



Filter Details show all selections applied to the report

26

Filter Details: Dealer Group- & Retailer view 4



Turnover Drilldowns

27

Example of the navigation within the Turnover WS Parts chart 5

1st level view:

Push the bar

to get to the

2nd level view

for more

Details

2nd level view

“Home

Button” (4)

Use Drilldown

(5) to switch

to relevant

KPI and using

further

selection (6)

to narrow

down the

Report

Jul 2011, 3,700,019

(4) (5)

(6)



Retention – rolling 12 months

The Retention Drilldown

28

(1)

(2)

(3)

Drilldown enables the switch to

relevant KPI for further analysis

- Serviced Vehicles

- Penetration

- Throughputs

(1)

The “switch visualization” Button

enables the access /switch to the

Map Reports

(2)

Drilldown enables straight

comparison within Age Segments

- 0 < 4

- 4 < 8

- 8 < 20

(3)

6



The Penetration Drilldown

29

Penetration – rolling 12 months

Drilldown enables the switch to


- Workshop Parts Sales

Customer Pay

- Partsales/Throughput

(1)

The “switch visualization” Button

enables the access /switch to the

Map Reports

(2)

Drilldown enables straight

comparison within Age Segments

- 0 < 4

- 4 < 8

- 8 < 20

(3)

6

(1)

(2)

(3)



Drilldowns of monthly MRA KPIs

30

Drilldowns are available for the following KPIs:

“Throughput” Drilldown enables the switch to relevant

KPI for further analysis

- Retention

- Serviced Vehicles

- Partsales/Throughput

Parameters Period, Vehicle- & Age Segmentation can

be modified in the header

“Partsales/Throughput” Drilldown enables the switch

to relevant KPI for further analysis

- Workshop Parts Sales Customer Pay

- Penetration

- Throughputs



“Labour hrs sold” Drilldown enables the switch to


- Workshop Parts Sales Customer Pay

- Retention

- Serviced Vehicles



The “switch visualization” Button enables map reports

“OtC Competitive share” SPS analysis

The switch to “OtC” enables TOP3 & FLOP3 SPS Reports

6

Module 4

“OtC share” Drilldown enables TOP3 & FLOP3 Strategic

Product Segments (SPS) analysis

The “switch visualization” button enables area Reports



Performance of the retailer in comparison to the national median and the

development with regards to the Strategic Product Segments (SPS)

Navigation with the “Mouse-Over” for details

7 The black bar within the spread analysis shows the

outlet performance in comparison to national median

Dealer Group view:

Drilldown (1) enables details to the Dealer

“Mouse-Over” (2) reveals details to the coloured

evaluation of the dealer/outlet

(1) (2)

31

8

Retailer view:

The Heatmap Performance of the Outlet shows a

coloured evaluation of the Strategic Product Segments

(SPS)

The “Mouse-Over” reveals details to the coloured

evaluation of the outlet



Reports show worsening development Top-Down

32 Module 4

Using the Sorting Function in a Report

last arrow triggers

the original Report

worsening

development Top-

Down will be

shown

Clicking the

arrow triggers

the sorting

function of the

column

Sorted column can

be identified when

a single arrow-

direction is

displayed



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Trend Indicator



MRA KPI

Non-MRA KPI








Module 8 FAQ


How to get to the Map Reports

34

Access Map Reports by using

Drilldown for:

Map Report (next slide)

OtC Map Report



Detailed information on the Map Reports

35

The “switch visualization”

Button enables the access

to the tabular Report

Drilldown of an area code

enables next level of Map

Reports with the same

Navigation and Selection

Logic

Drilldown enables the

switch to relevant KPI for

further Reports e.g.

- Retention

- Serviced Vehicles

- Penetration

- Labour hrs

- Vehicle Park

The KPI Variant enables the

selection of a specific

Report

Graphic Scale

Show the exact Figures for

the area codes on the

current Map (and non-map

able areas)



36

Selecting a report within the Map Report

1st level view:

Push the Drilldown to

get to the 2nd level view

for more Details

2nd level view

Use selection (1) to

narrow relevant Report.

Use Drilldown (2) to

switch to relevant KPI.

Use “switch

visualization” Drilldown

(3) to access selected

Report

Navigation within the Map Reports

(1)

(2)

(3)



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MRA KPI

Non-MRA KPI








Module 8 FAQ


38

Support is available via Xentry Support & Feedback (XSF)

To report an incident click the Support

Button. The tickets are reported via XSF,

on which further details are provided on

the following pages



39

XSF – Dealer User

Select your country code and workshop no.:



40

XSF – Dealer User

Select „New“ for creating a new ticket:



41

XSF – Dealer User

Check your customer data and then select

Applications/portal/administration“:



42

XSF – Dealer User

Select query type:



43

XSF – Dealer User

Select application „S&P Cockpit“:



44

XSF – Dealer User

Optional: Select your employee role



45

XSF – Dealer User

Optional: You can create tickets for other users:



46

XSF – Dealer User

Type in a detailed problem description:



47

XSF – Dealer User

You can also attach files to your ticket (e.g. screenshots):



48

XSF – Dealer User

Select „Notification by e-mail“ to be informed via e-mail after your ticket has

been processed:



49

XSF – Dealer User

Select „Create ticket“ and if successful you will get a Ticket-ID:



50

XSF – Dealer User

After successful processing you will receive an answer in your inbox:



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MRA KPI

Non-MRA KPI








Module 8 FAQ


Table of Contents

52

A

B

C

D

E

F

M

N

G

H

I

J

K

L

S

T

O U

P V

Q W

R X

Y

Z

Data processing

Backdated data change

Delete browser history

“Internal server error”

Service contract

XSF “Login failed” Retention rate

Roles & Responsibilities

Exclusions

Processing labour hrs

Turnover

Calculation Throughputs

KPI structure

Module 8 Service & Parts Cockpit – FAQ – v3| GSP/PSB

Affiliated Area Maps availability

Market coverage

Potential


53

A

Table of Contents Module 8 Service & Parts Cockpit – FAQ – v3| GSP/PSB

Affiliated Area

What is “affiliated area”?

This is an area assigned to a retailer.

In the S&P Cockpit on retail level there is the possibility to display KPIs in “affiliated area”.

Vehicle park is always based the assigned area/post codes.

All other KPI are only based on “affiliated area”, when selecting the respective button. In this case the KPIs will be

calculated based on the assigned area/post codes. Each invoice has an area/post code assigned.

Who is defining the affiliated area?

The “affiliated area” is defined by the market on outlet level by assigning area/post codes to outlets.


54

B

- Delete Browser History see

- The S&P Cockpit is not a Bookkeeping system see (Exclusions)

D

Table of Contents

E



55

D


Numbers within my DMS–system are not like the ones in the S&P Cockpit see E

How is data processed – data flow & processing – Module 2

Remarks:

The invoice data is loaded into a relational database.

All KPIs are calculated based on invoice data that is available down to item line level.

For example: Parts turnover figures are calculated by adding up turnover figures for each item line that is part related.

However, all turnover that is not recognized as MB Parts Turnover and Customer Pay will not be considered.

Allocation to

parts- and labour hierarchy

Allocation to

vehicle hierarchy

Market specific

allocations

Processing MRA

Cube/S&P Cockpit

Allocation to Point of sale

Vehicle and

Parts identification

Division assignment based on

workshop invoices

Check Tables:

• 57 world manufacturer codes

• 27.608 Baumusters, including production period

• Market specific parts table for local and central

product ranges from IPS and SPICS

5 Allocation Tables

• Marketing-Codes

• Parts family

• Ware groups

• SPS

• Construction

Group (Labour)

1 Allocation table:

Baumuster model

range, vehicle class

and division

5 Allocation Tables

• Geographic

structure

(postcode)

• Dealer

• Dealer group

• Dealer area

(vehicle park)

• Region


56

D


My data has changed

Data may change for the following reasons:

Reprocessing of vehicle classification (e.g. Smart).

Data gap has been “filled”.

New allocation logic within the Waregroup (WG) or the Strategic Product Segments (SPS).

Update of the master data.

Availability of new vehicle park data/forecast

With each update of the data, the data for previous months/years can also change. Hence, please use “period”,

to compare to previous periods, rather than an old report.

Retention KPI changes without any activities of the Dealer see R


57

D How to delete browser history – Internet Explorer Workaround:

Click on the “Tools” tab at the top right corner of

your browser screen.

A drop down list appears, select “Internet

Options”.

Workaround:

Within the “Internet Options”, click on the

“Delete” Button.

Make sure first four checkboxes are ‘ticked’

“Preserve Favorites website data”.

“Temporary Internet files”.

“Cookies”.

“History”.

After ‘ticking’ the necessary boxes, click on the

“Delete” Button.

After the delete process is finished, close your

browser and start again.



58

D How to delete browser history – Google Chrome Workaround:

Before starting, close all active browser windows

and open only one.

Click on the top left corner on the “option”

Button.

Click or select the “History” option. This will

open the History page.

Workaround:

Within the “History” page click on the “clear all

browsing data” Button to open a new window.

Make sure the first four options are selected:

“Clear browsing history”.

“Clear download history”.

“Empty the cache”.

“Delete cookies and other site and plug-in

data”.

In the “Obliterate the following items from …”

drop down box, select “the past week”.

Now, clear the history by clicking the “Clear

browsing data” Button.

After clearing the history you can close the

window and open a new window.



59

E

Table of Contents

“Exclusions” – Reason why I don’t see the same Numbers in my DMS-system

Remarks:

Parts by Warranty & Goodwill are excluded.

Non-MB parts are excluded: parts that are recognized as neither MP Original Parts nor MPC merchandise.

Parts are determined using a market specific master file containing all central and local parts from SPICS (updated

monthly)



60

F

L Login Failed see



61

H

Table of Contents

Delete Browser History see D



Internal Server Error see

62

I

S



63

K

Table of Contents

Structure: Rolling 12 Month KPIs – example with the selection:

Previous year value

(in this case:

04/2011–03/2012)

December figure of

previous year

(in this case:

01/2012-12/2012)

Previous month value

(in this case:

03/2012-02/2013)

Selected month value

(in this case:

04/2012-03/2013)

Delta

(in this case:

04/2012-03/2013

03/2012-02/2013)

Delta

(in this case:

04/2012-03/2013

01/2012-12/2012)

Visualisation

∆ Year End

/

/



64

K

Table of Contents

Structure: monthly KPIs – example on “Throughputs” with the selection:

Previous month

value

(in this case:

03/2012)

Selected month

to date value

(in this case:

03/2013)

Previous year to date

value

(in this case:

01/2012-03/2012)

Current year to date

(in this case:

01/2013-03/2013)

Delta

(in this case:

03/2013

03/2012) /

Delta year to date

(in this case:

01/2013-03/2013

01/2012-03/2012) /



65

L Get “Login failed” error Workaround:

Close active browser windows and remain with only one active one.

Delete your browser history.

Check “D” “delete browser history” for a step by step guide on how

to delete your browser history.

After deleting, close that window and access the system again.

If the error persists then please contact your system administrator.

Workaround:

In case of first login or login failure with the shown view it is necessary to

enter the security code from the picture.



66

L Processing labour hours – Module 3

Remarks to the workshop labour hours customer pay:

KPI presents total labour hours sold.

Warranty & Goodwill & third party work efforts are excluded.

All Item Lines related to labour are being considered.

For labour, all source quantities will be converted to hours.

MB Labour Codes are determined using Labour Codes from WIS/ASRA.



67

M


Maps availability – Module 5

At this point Map Reports are available for MRA Classic markets

Australia

Belgium

Denmark

France

Italy

Netherlands

Portugal

South Africa Data & visualisation is only available on lowest postcode level.

Spain

Sweden Data & visualisation is only available on lowest postcode level.

Market coverage (available on market level) – e.g.

Calculation logic of the market coverage within the S&P Cockpit:

Vehicle park (country) provided

by the VPM-tool

Vehicle park of

valid MB Workshops

/ = MC[%]

Allocation is provided by the

respective Market


68

P

Table of Contents

“Potential” by vehicle class within the Penetration drilldown

Remarks:

All KPIs are calculated on Rolling-12-Month basis (as is Penetration).

The Potential/EUR (local currency) is available in case the outlet/dealer group has less penetration than market

average.

The “current serviced vehicles of the considered vehicle class” are listed within the Retention drilldown.

The serviced vehicles are listed within the Retention drilldown.


Market Average: 393 EUR A

Outlet: 254 EUR B

Serviced vehicles of the considered vehicle class

e.g. (Outlet: 445)

National penetration e.g.(Market

Average: 392,80 EUR)

* = Potential/EUR

e.g. (61783,7 EUR)

- Outlet penetration e.g.

(Outlet: 253,96 EUR)

A B


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Retention rate is OVER 100%!

Remarks:

The Retention is the result of the “Number of serviced

vehicles by valid MB Workshops” divided by the

“Number of registered vehicles allocated to valid MB

WS”

An increased number of serviced vehicles

(=denominator of the formula) within the area of

influence can be caused by e.g. ‘movement’ of vehicles

within the market.

The Market view shows in this case the right KPI –

Retention.

Number of registered vehicles

allocated to valid MB WS

Number of serviced vehicles by

valid MB Workshops

/ = Retention

[%]

Denominator

Reasons for the change of the Retention KPI without any activities of the Dealer

Remarks:

In exceptional cases missing/incorrect historical data is loaded/corrected.

Update of Polk data. ( e.g. Forecast Corrections, changes to the vehicle park).

Drilldown and grouping by Age Segments of the Retention KPI is only valid in ∆ YTD scenario

Remarks:

YTD scenario is the result of

technical reasons with the

calculation logic of the vehicle age.



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Roles and Responsibilities for processing the DATA for the S&P Cockpit

Remarks for Dealer:

Make sure that relevant changes are also

reflected in the MRA interface:

Change to department codes

Account codes that are relevant for

specific payment types such as

Inter/Intragroup Parts Transfers

Service Contracts

Internal Turnover

Warranty & Goodwill

Ensuring data quality in invoices

Correct documentation of the odometer

readings (km-status).

Correct documentation of the first

registration date.

Remarks for MPC:

Manage the market specific

Information.

Market operation is coordinated

by the market responsible.

Remarks for Polk:

Data-processing for DAIMLER

AG



71

S Get an “Internal server error” Workaround:

The report cannot be provided at this point in time. You

can wait try again after a few hours

If the problem persists, please raise a ticket using the

“Support” link. Please make sure that all the parameters

you set are documented in your ticket.

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Service contracts are being processed within the MRA data (Customer pay)

Remarks:

Service contracts are to be indicated as such in the DMS to ensure that Service Contract related turnover can be

recognised correctly (see also: Roles and Responsibilities)



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Van & Truck Turnover at a Car authorised dealer

Remarks:

Workshop related: the division is determined by the actual car the parts were sold. Some parts can be installed in vans

as in cars.

OtC related:

Usage of parts as interchangeable components. Components which can be used in trucks, vans and in cars.

The OtC business is split at the counter Counter split.

Negative Turnover (negative sales) is possible within the KPI

Remarks:

A negative outcome may be a result out of credit notes.

The corresponding invoice to a credit note might have been raised in a different month.


Calculation Throughputs

Remarks:

Throughputs are calculated by counting the order numbers of each

invoice.

If different invoices have the same order number, then it is counted as 1

throughput only.

Within the YTD-view (Year To Date) an order number that is processed in

April and in May is counted as 1 throughput.


73

X Get information about XSF Workaround & advantages of XSF:

https://aftersales.mercedes-benz.com/info/xsf_en

Online availability via web browser (Internet

Explorer).

Ticket creation directly from application.

FAQ database for research.

Efficient ticket creation and a user friendly

navigation within the system.

Transparent tracking and tracing of the tickets.

Ticket request fort 14 possible event categories as

of today.

https://aftersales.mercedes-benz.com/info/xsf_enhttps://aftersales.mercedes-benz.com/info/xsf_enhttps://aftersales.mercedes-benz.com/info/xsf_en

Documents

Service & Parts Cockpit User Guide - Daimler AG · E. Partsales / Throughput [#] Remarks: The KPI measures the workshop parts that are sold for each vehicle throughput. Calculation