0% found this document useful (0 votes)

200 views292 pages

Sas 2014-15

Maruti Suzuki has introduced new 'Service Assurance Standards' aimed at enhancing customer service and workshop operations. The standards are divided into two sections: Customer Interface Process Standards and Workshop Operation Process Standards, outlining responsibilities and procedures for dealership staff. The goal is to improve service satisfaction by ensuring courteous, knowledgeable, and responsive interactions with customers throughout the service process.

Uploaded by

ritesh1976

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

0% found this document useful (0 votes)

200 views292 pages

Sas 2014-15

Uploaded by

ritesh1976

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

You are on page 1/ 292

Message from Executive Director

Dear Friends,

Maruti Suzuki Motto is "Caring for Customer".

To consistently lead in Service Satisfaction Maruti Suzuki service needs to be perceived and experienced by
its customer as courteous, enthusiastic, knowledgeable, responsive and caring.

Achieving high levels of service satisfaction requires an in-depth understanding, knowledge and involved
implementation of the service processes.

We are happy to introduce new "Service Assurance Standards" for After-Sales Service, which are in
2 Sections:
1. Customer Interface Process Standards – illustrates the necessary standards to be followed while
interacting with customer, in the entire service process.
2. Workshop Operation Process Standards – define the workshop systems/processes for improvement
in quality of repairs with high productivity and service facilities available in workshops.

Each and every individual in a dealership has a role and responsibilities to serve the customer with a caring
attitude. The responsibilities have been illustrated clearly in the Service Assurance Standards manual.

I am confident that by gaining knowledge from this manual and implementing the simple steps,
we can achieve even higher levels in customer satisfaction and "Assure" our customer of our service
commitment.

Let us work together to deliver "Assured Quality & Timely Service".

Best wishes,
Pankaj Narula
Executive Director (Service)
Foreword

Dear Dealer Partners,

Service Assurance Standards define process and procedures for customer service and workshop operations.

Customer have now more information and higher expectations in competitive market. Workshop processes
which are driven by customer bring more satisfaction to them, earning their loyalty & retention.

Skilled manpower with required resources, in safe and healthy environment, need to achieve higher
productivity and quality.

In this new edition, Service Assurance Standards have been revised, aligned to above requirement with
addition of some new standards and put in two sections under Customer Interface processes & Workshop
Operations processes.

We are sure this new edition shall help workshops achieve excellence in customer service with growth in
their business.

Best wishes,
R.K. Duggal
Vice President
(Network Development & Customer Satisfaction)
Service | Assurance | Standards
Contents

Part – 1: Customer Interface Process Standards

SAS 1: Service Reminder SAS 2: Service Appointment Scheduling

SAS 4: Receiving the Customer at the

SAS 3: Vehicle Pick-up & Drop
Workshop

SAS 5: Vehicle Receiving & Pre-service SAS 6: Completion of Vehicle Receiving

Inspection Process

SAS 7: Vehicle Inspection after Service SAS 8: Payment, Documentation

completion and Explanation to Customer & Vehicle Delivery

SAS 9: Post-Service Follow-up (PSF) SAS 10: Attending Customer Complaints

Contact at the Workshop

Part – 2: Workshop Operations Process Standards

SAS 11: Vehicle Tracking for Delivery at

SAS 12: First Time Right
Promised Time

SAS 13: Spare Parts Availability for

SAS 14: Final Inspection
Service/Repairs

SAS 16: Effectiveness of Post-Service

SAS 15: Washing and Cleaning
Follow-up

SAS 17: Capturing Customer Feedback,

SAS 18: 5S & Safety
Analysis and taking Countermeasures

SAS 20: Transportation & Loaner Vehicle

SAS 19: Workshop Performance Review
Facility for Customer

SAS 22: Maruti Mobile Support

SAS 21: Maruti On-road Service (MOS)
(MMS) Workshop

SAS 23: Faster Vehicle Service through SAS 24: Service Facilities for Customer
Express Service and Two-tech Bay Convenience and Delight

SAS 25: Manpower Requirement,

Roles Responsibilities, Development &
Motivation
Service | Assurance | Standards

Part-1: Customer Interface Process Standards

Customer Interface
Process Standards

Part-1

Always give customers more

than what they expect to get.
SAS 1
SAS 1

Service Reminder

Objective
• To make personalized service reminder call
• Workshop customer retention and
business growth
• For customer relationship building
& retention
Customer Interface Process Standards

Step 1:
Prepare new vehicle customers list

• Prepare list of new vehicle sales customers for effective 1st free service reminder call as Responsibility
mentioned below:
» Take customer data of new vehicle deliveries on previous day, from sales department
(Captured through booking form/delivery register etc.).
• Prepare “New Vehicle Customers List” from information mentioned above (Refer the • Customer Care
List as per Annexure SAS 1/A1, Page 12). Please verify this list from customers data Manager
in DMS to ensure complete and accurate customer information (Link: Sales > Reports
> Register > Sales Register).

Step 2:
Call to new customers (Welcome call and 1st service
due reminder)

• Welcome call: Call customers of new vehicle sales after 7 days of vehicle delivery, from Responsibility
the list prepared (New Vehicle Customers List) in Step 1, with the following objectives
(Refer Talking Points as per Annexure SAS 1/A2, Page 13):
» To welcome customer in the Maruti Suzuki family.
» To provide information regarding the workshop location.
» For customer awareness on service facilities like Vehicle Pick-up & Drop Service, Express • Service Marketing
Service, Shuttle Service, MMS (Maruti Mobile Support), MOS etc. Executive (SMRE)
» To inform customer regarding due date of 1st free service of his/her vehicle.
• 1st Free service reminder: Call the customer for service reminder (Refer Talking Points
as per Annexure SAS 1/A3, Page 14) after 15 days of delivery of the new vehicle
customer list.

Step 3:
Service reminder to customer for 1st free service
through e-mail/letter

• Send communication to customer through e-mail/letter after 07 days of new vehicle sales Responsibility
for 1st free service (Refer Service Reminder as per Annexure SAS 1/A4, Page 16).
• Share the following information to the customer through e-mail/letter:
» Service due date & kms
» Customer convenience services (Vehicle Pick-up and Drop Service, 7 Days Working, • SMR Executive
Extended Working Hours, Shuttle Service etc.).
» Service workshop location (Location map of the workshop may also be added).

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
8
Customer Interface Process Standards

Step 4:
Service reminder to customer through e-mail/letter
(For 2nd/3rd free service & periodic maintenance)

• Generate list of customers due for service 30 days in advance (DMS Common > Responsibility
Reports > Follow-up Checklist/Status Report (SMR).
• Send communication to customer through e-mail/letter 30 days before due service for
2nd, 3rd free service & paid service (Refer Service Reminder as per Annexure • SMR Executive
SAS 1/A4, Page 16).

Step 5:
Service reminder to customer through call (For 2nd/3rd free service &
periodic maintenance)

• Generate list of customers due for service 15 days in advance (DMS Common > Responsibility
Reports > Follow-up Checklist/Status Report (SMR).
• Call the customer for 2nd,3rd free service & periodic maintenance service. It is mandatory
to offer pick-up & drop services during service reminder calls (Refer Talking Points as
per Annexure SAS 1/A5, Page 17).
• Refer "Maintenance Schedule Replacement Model-wise Guidelines" to customers for
detailed information on Paid Service (10,000 Kms service onwards).
• Provide approximate cost estimates to the customer as per current labour rates and cost • SMR Executive
of consumables.
• Book the vehicle as per customer preferred date and time (Refer Vehicle Service
Booking during SMR as per Annexure SAS 1/A6, Page 19).
• Enter next follow-up date in DMS, in case customer does not provide appointment for
his visit, to avoid losing the customer for service business.
Note: System shall generate automatic SMR every 15 days till 3 months of due service date.

Step 6:
Send service reminder through SMS

• Send service reminder through SMS after reminder call (Refer SMS as per Annexure Responsibility
SAS 1/A7, Page 21). • CCE

Step 7:
Non-contactable customers

• Check the previous available records (last visit job card) to update correct customer Responsibility
contact numbers in DMS.
• Alternatively, if customer e-mail address is available, send e-mail to get correct
contact numbers.
• Else, conduct home visit to capture correct customer contact details. • SMR Executive
• Update “Non-contactable Status” in DMS for alert pop-up generation, during job
card opening/closing in next service visit of the customer in the workshop (Refer DMS
Screen Shots as per Annexure SAS 1/A8, Page 22).

Lost customers follow-up: Customers who have not visited the workshop
in the past 18 months are termed as lost customers.

Step 8:
Service reminder to lost customers

• Generate list of unique customers who have not visited the workshop in the past 18 Responsibility
months (Lost customers), on weekly basis (DMS Link: Service > Reports > Customer
Details > Unique Customer List).
• Call & book the vehicle for service for those customers who are willing to visit the
workshop. (Refer Talking Points as per Annexure SAS 1/A9, Page 23).
• Make summary report of the reasons for the customers who are not willing to visit the
workshop (Refer Summary Report as per Annexure SAS 1/A10, Page 24). • SMR Executive
• If customer is not convinced to visit the workshop due to local garage being perceived
better; then please convey suggested comparative advantages of authorised workshops
vs local garages (Refer Comparison Sheet as per Annexure SAS 1/A11, Page 25).
• Send e-mail/letter to all customers who are not coming to the workshop as per service
due date (Refer E-mail/Letter as per Annexure SAS 1/A12, Page 26).

Step 9:
Take actions on areas due to which customers have not turned up for service in
last 18 months

• Analyse reasons for customers who are not reporting for service/repairs. Responsibility
• Make an action report on the key reasons identified due to which customers are not • Customer Care
reporting to the workshop. Manager
• Please monitor trend of number of lost customers on monthly basis. • General Manager/
• Check the effectiveness of actions taken on the identified reasons every 03 months. Works Manager

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
10
Customer Interface Process Standards

Step 10:
Prepare SMR report

• Prepare SMR report to analyse no. of confirmed bookings and percentage turn up of the Responsibility
bookings from various sources (EW customers not reporting, body repair vehicles due for
service, insurance customers not reporting, True Value sold vehicles not reporting etc.) • Customer Care
(Refer SMR Report as per Annexure SAS A1/6, Page 19). Manager

• Service reminder to customer for routine maintenance.

Customer • Reminding customer through call/SMS/e-mail.
Satisfaction • Customer awareness on special value services (Pick-up & Drop, Shuttle Service,
Impact Points Maruti Mobile Support, etc.).
• Sharing information regarding service facilities like Maruti Insurance, Extended Warranty.

SAS 1/A1 New Vehicle Sales Customer List

New Vehicle Sales Customer List

Welcome Call and Service

Reminder
Extended
Date of Customer Phone 1st
S.No. VIN No. Address Warranty
Delivery Name Number Welcome Service Feedback
(Y/N)
Call Reminder (If any)
Call

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
12
Customer Interface Process Standards

SAS 1/A2 Talking Points – Welcome Call for 1st Free Service

Talking Points – Welcome Call for 1st Free Service

• Greet the customer, “Good Morning/Good Evening, Sir/Madam”.

• Identify yourself: My name is (Name) calling from (Dealer name), am I speaking to Mr./Mrs./Ms. (Confirm name of
the customer).

• Heartiest congratulations on purchase of (Model name) vehicle.

• It is our pleasure to welcome you to Maruti Suzuki family. We take this opportunity to thank you for
patronizing our product and services and hope you are satisfied with the same.

• Sir/Madam, we just want to update you on periodic service schedule of your vehicle. The 1st free service is done
at 1000 Km or 1 month, whichever is earlier.

• Since 1 week is already over, we request you to book appointment for 1st service as per your convenient date
and time. (SMR Executive to note date and time in online booking screen on DMS).

• We have our service facilities at (Mention the available locations), which location would be convenient to you?
(In case, customer prefers one of your workshops at another location, note the booking details & transfer the same to
CCM of the customer's preferred location workshop, through e-mail/phone call. CCM to handover these details to SMRE,
for updation).

• Note the customer's booking at preferred location and reconfirm. “Sir/Madam, I would like to repeat your booking
details. You have fixed an appointment of your vehicle (Model name), for 1st free service on (Date), (Time), at
(Workshop location)”.

• Sir/Madam, is this your first Maruti Suzuki vehicle and this shall be your first visit to our workshop? (If yes,
please record this information for sharing with Service Advisor for attending customer on the day of visit).

• Sir/Madam, the estimated cost for 1st free service is (Rs..................) and will take approx. 90 minutes for
servicing the vehicle.

• For convenience of customers we also offer pick-up and drop service and even provide doorstep service,
through our Maruti Mobile Service workshop. (Explain details of MMS).

• In case customer has not taken (EW) Extended Warranty (check from sales records), please inform, Sir/Madam, our
Executive will apprise you with the benefits of EW during your visit to workshop or while picking up your
vehicle or during doorstep service through Maruti Mobile Support (based on mode of service opted by customer).

• Please confirm your contact details as available in our records for future communication: Any alternate contact no.,
address, e-mail address etc.

• We wish you a happy and enjoyable drive with your new Maruti Suzuki vehicle.

• In case of any feedback/concern/suggestion, do contact us at (Phone no./e-mail).

• Thank you for your valuable time and have a good day.

SAS 1/A3 Talking Points – Service Reminder for 1st Free Service

Talking Points – Service Reminder for 1st Free Service

• Greet the customer, “Good Morning/Good Evening, Sir/Madam”.

a. Identify yourself: My name is (Name) calling from (Dealer name), am I speaking to Mr./Mrs./Ms. (Confirm name of
the customer), is it the right time to talk to you Sir/Madam regarding the reminder call for 1st free servicing
your vehicle.
b. In case, customer is busy, please ask “When is it convenient to talk to you”. Note the follow-up time & close the call.
c. In case, customer is ready to talk, please inform “Reference to our earlier Welcome call, your we would like to
inform you that your Maruti Suzuki (Model name) is due for 1st free service on (Date).
d. In case customer has provided feedback on how to get the 1st free service done during the welcome call, continue with
Part A, Part B or Part C or please ask, Would you like to visit workshop for service or want us to pick-up your
vehicle for service. For customer convenience, we also provide service at your doorstep through our Maruti
Mobile Service workshop, would you like to avail the same. Continue with Part A for customers willing to visit
workshop. Part B for vehicle pick-up, Part C for MMS.

In case, vehicle is already serviced/repaired somewhere else, record the details & reasons for not visiting at your workshop.
Thank the customer for his/her time & close the call.

Part A: In case, appointment slots are available for the mentioned service due date, please ask Sir/Madam, what will be
convenient time for you to drop the vehicle for service?

• In case, only few time slots are available for appointment on the particular due date, please ask “Will it be convenient
for you to spare your vehicle for servicing between (Time slots as available)?

• In case, the customer’s desired visit time is not available and he/she insists to accept vehicle on certain preferred date/time,
kindly inform the customer politely regarding the available time slots on the service date or near by dates. “Sir/Madam,
I appreciate your concern. However, I would like to state that the workshop can only receive a certain no. of
vehicles per day to maintain quality service. We have time available on (Suggest alternate available dates)
between (Suggest time slots available) to service your vehicle. Please confirm your convenient booking time.
» If the customer agrees to bring the vehicle at the available time slot, confirm the service booking date & time.
“Sir/Madam, your vehicle is booked for 1st free service on (Date) and at (Specify time slot).
» Confirmation shall be given to you again, one day before the service date. Would you like us to remind
through phone call or SMS. (Check with the customer the preferred mode of confirmation).
» “Sir/Madam, is this your first Maruti Suzuki vehicle and this shall be your first visit to our workshop?
(If yes, please record this information for sharing with Service Advisor for attending customer on the day of visit).
» Thank you for your precious time. In case of any query, please feel free to call us on (Mention customer
care number).
» Have a good day!

Part B: Courteously inform any applicable charges for Pick-up and Drop service. “Our Pick-up & Drop Associate will come
& pick-up your vehicle from your premises. Kindly confirm the location, date & timings for your vehicle pick-up”.
Update your records in the vehicle pick-up & drop register.
» We will confirm you again on (Specify date one day before service date) for further details regarding pick-up
of your vehicle.
» Thank you for your precious time. In case of any query, please feel free to call us on (Mention customer
care number).
» Have a good day!

Continued on next page

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
14
Customer Interface Process Standards

Continued from previous page

Parts C: Courteously inform any applicable charges for Maruti Mobile Support (MMS) for doorstep service. “Our MMS
vehicle shall reach your doorstep (or convenient location informed by customer) for 1st free service of your vehicle.
» We will confirm you again on (Specify date one day before service date) for further details regarding
pick-up of your vehicle.
» Thank you for your precious time. In case of any query, please feel free to call us on (Mention customer
care number).
» Have a good day!

Before closing the call, check availability of Extended Warranty for customer. In case, it is not taken, please inform “Our
Executive will apprise you with the benefits of Extended Warranty during your visit to workshop. Thank you.
» Re-confirm with the customer the information captured for his service booking.
» If you have any query or feedback, please feel free to e-mail us at (Mention e-mail address) or contact
(Mention contact no.).

SAS 1/A4 Service Reminder E-mail/Letter

Service Reminder E-mail/Letter

To,

(Customer name and address)

Sub: Next services due reminder for vehicle no.: ……………………............................

Dear Sir/Madam,

We thank you for patronizing our product and our service facilities at (Maruti Suzuki Dealer name). We would like to inform
you that next service of your vehicle would be due on (Date) or (Kms) whichever occurs earlier.

We request you to visit our workshop for service of your vehicle.

We also provide the following special value services, for convenience of our customers:

• Vehicle pick-up and drop service

• All 7 days working

• Workshop working hours from ............. to .............

• Free loaner car (If the vehicle is lying at the workshop for more than 24hrs)

• Free drop facility at convenient locations

• Maruti Mobile Service (MMS) facility for doorstep service

Please contact our Customer Care Executive on mobile no. ................................./ telephone no. ...........................
for advance intimation of your service booking.

Thanking You

Your Sincerely,
(Name)
Customer Care Manager

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
16
Customer Interface Process Standards

Talking Points for Service Reminder

SAS 1/A5
(For 2nd, 3rd Service & Periodic Maintenance)

Talking Points for Service Reminder

(For 2nd, 3rd Service & Periodic Maintenance)

a. Greet the customer, “Good morning/Good afternoon/Good evening, Sir/Madam.”

b. Identify yourself: My name is (Name) calling from (Dealer name), am I speaking to Mr./Mrs./Ms. (Confirm name
of the customer), is it the right time to talk to you Sir/Madam regarding the reminder call for servicing
your vehicle.
c. In case, customer is busy, please ask “When is it convenient to talk to you”. Note the follow-up time & close the call).
d. In case, customer is ready to talk, please inform “We would like to inform you that as per our records, your Maruti
Suzuki (Model name) with registration number (Registration number) was last serviced on (Date) at a mileage
of (Kms). Based on our service records, your vehicle is due for next (Type of service) service on (Date). Can you
please inform the current km reading of your vehicle?

In case, service is not due as per current vehicle mileage, then update the next follow-up in DMS. Thank the customer for his/
her time & close the call.

In case service is due, continue “Sir, would you like to come for service or want us to pick-up your vehicle for
service. For customer convenience, we also provide service at your doorstep through our Maruti Mobile Service
workshop, would you like to avail the same. Continue with Part A, for customers willing to visit workshop. Part B, for
vehicle pickup, Part C for MMS.

Part A: In case, appointment slots are available for the mentioned service due date, please ask “Sir/Madam, what will be
convenient time for you to drop the vehicle for service?

• In case, the customer’s desired visit time is not available and he/she insists to accept vehicle on certain preferred date/time,
kindly inform the customer politely regarding the available time slots on the service date or nearby dates. “Sir/Madam,
I appreciate your concern. However, I would like to state that the workshop can only receive a certain no. of
vehicles per day to maintain quality service. We have time available on (Suggest alternate available dates)
between (Suggest time slots available) to service your vehicle. Please confirm your convenient booking time.
» If the customer agrees to bring the vehicle at the available time slot, confirm the service booking date & time. “Sir/
Madam, your vehicle is booked for (Type of service) on (Date) and at (Specify time slot)".
» Confirmation shall be given to you again, one day before the service date. Would you like us to remind
through phone call or SMS. (Check with the customer the preferred mode of confirmation).
» Thank you for your precious time. In case of any query, please feel free to call us on (Mention customer
care number).
» Have a good day!

Continued on next page

Continued from previous page

Part B: Courteously inform any applicable charges for pick-up and drop service. “Our Pick-up & Drop Associate will come
& pick-up your vehicle from your premises. Kindly confirm the location, date & timings for your vehicle pick-up”.
Update your records in the vehicle pick-up & drop register.
» We will confirm you again on (Specify date one day before service date) for further details regarding
pick-up of your vehicle.
» Thank you for your precious time. In case of any query, please feel free to call us on (Mention customer
care number).
» Have a good day!

Parts C: Courteously inform any applicable charges for Maruti Mobile Support (MMS) for doorstep service. “Our MMS
vehicle shall reach your doorstep (or convenient location informed by customer) for free/paid service of your vehicle.
» We will confirm you again on (Specify date on day before service date).
» Thank you for your precious time. In case of any query, please feel free to call us on (Mention customer
care number).
» Have a good day!

Re-confirm with the customer the information captured for his service booking.

Before closing the call, check availability of Extended Warranty for this customer. In case, it is not taken, please inform “Our
Executive will apprise you with the benefits of Extended Warranty during your visit to workshop. Thank you.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
18
Customer Interface Process Standards

SAS 1/A6 Vehicle Service Booking during SMR

Step 1: Book the vehicle for service during SMR call (DMS link: Common  Transactions  Customer Relationship
Mgmt (CRM)  Online).

Step 2: Select “Service Booking” to enter booking details.

Step 3: Enter vehicle details along with customer preference for pick-up & drop etc. to book the vehicle for service /repairs.

SMR Report

% Turn
No. of % Turn up
S. Total Customer % up out of
No. Data Source Bookings out of Total
Customers Contacted Contacted Booking
Confirmed Customers
received
A No. of Retail Sale (N)
B Welcome Call Done

No. of Retail Sales of Last 2

a1
Months (N-1 & N-2 month)
List of NA & Other in Sales to
a2
Service report
Service due Customers as per
b
SMR Report
Total Lost Customers Data (Nos.
c
not Visited for Last 18 Months)
EW Customer not Reporting
d1
for Service
Non-EW Customers due for
d2
Service
Body Repair Vehicles due
e
for Service
Insurance Customers Database
f
not Reporting for Service
True Value sold Vehicles not
g
reported for Service
Total Potential Customer Base for
Business Growth for a Month

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
20
Customer Interface Process Standards

SAS 1/A7 SMS for Service Reminder

SMS for Service Reminder

Dear (Mr./Mrs./Ms. customer name), next service of your vehicle (Model) is due on (Date).

We provide Pick-up & Drop Services. For assistance, please call at (Workshop numbers).

Thanks (Name, dealer name & city).

SAS 1/A8 Update Non-Contactable Customers in DMS

Step 1: Identify customers who are not contactable during SMR & update in DMS.

Step 2: For customers non-contactable during SMR, enter/modify/update contact details when customer visits the workshop
during job card opening.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
22
Customer Interface Process Standards

SAS 1/A9 Talking Points for Lost Customers

Talking Points for Lost Customers

a. Greet the customer, “Good morning/Good afternoon/Good evening, Sir/Madam.”

b. Identify yourself: My name is (Name) calling from (Dealer name), am I speaking to Mr./Mrs./Ms. (Confirm name of the
customer), is it the right time to talk to you Sir/Madam regarding the reminder call for servicing your vehicle.
c. In case, customer is busy, please ask “When is it convenient to talk to you”. Note the follow-up time & close the call).
d. In case, customer is ready to talk, please inform “We would like to inform you that as per our records, your Maruti
Suzuki (Model name) with registration number (Registration number) was last serviced on (Date) at a mileage of
(Kms). Based on our service records, your vehicle was due for service (Type of service) on (Date). Can you please
inform the current km reading of your vehicle?

In case, service is not due as per current vehicle mileage, then update the next follow-up in DMS. Thank the customer for his/
her time & close the call.

In case service is due, continue “Sir, your vehicle has not come to our workshop for the above mentioned periodic
service, which was due on (Date). We request you to visit our workshop for getting your vehicle serviced or
alternatively we can pick-up your vehicle for service. For customer convenience, we also provide service at your
door step through our newly introduced Maruti Mobile Service workshop, would you like to avail the same.

Continue with Talking Points mentioned SAS 1/A5 for Part A, B & C.

In case customer provides appointment for service visit, re-confirm with the customer the information captured for his
service booking.

In case, customer is not willing to get his vehicle service at your workshops, kindly request customer for the reasons for not
visiting at your workshop.

“Sir/Madam, periodic maintenance/service of your vehicle at authorised service station is very important for
a safe and trouble free driving experience. In case there are some concerns based on your previous service
experience, please inform us and give us an opportunity to serve you again.

In case, vehicle is already serviced/repaired somewhere else, record the service details of the service done & reasons for not
visiting at your workshop. Thank the customer for his/her time & close the call.
» Thank you for your precious time. In case of any query, please feel free to call us on (Mention customer
care number).
» Have a good day!

Summary Report of Customers not Visiting

SAS 1/A10
(Lost Customers Follow-up)

Others
Vehicle
Sold Charges for Servicing Vehicle Work Performed
Long Waiting Hours Poor Quality of
Summary Report of Customers not Visiting (Lost Customers Follow-up)

Inconvenient High
Interested Location
Appointment Not
Taken Target Achieved
No. of Calls
(dd/mm/yy)
Date

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
24
Customer Interface Process Standards

Maruti Suzuki Authorised Workshop vs Local Workshop

SAS 1/A11
(Comparison)

Maruti Suzuki Authorised Workshop vs Local Workshop

• Use of Maruti Genuine Parts (MGP) & oils, which are passed through stringent quality checks at Maruti Suzuki.

• Use of special, latest technology, high productive tools/equipment approved by Maruti Suzuki. These tools & equipment
are not available with local workshops.

• Local workshops cannot tune the engine in absence of special computer & software, which is provided by Maruti Suzuki to
its authorised dealer workshops.

• Service/repair is done by skilled Technicians trained by Maruti Suzuki.

• Vehicle records/history can be checked at any Maruti Suzuki workshop.

• Maruti Suzuki provides special value services like loaner cars/pick-up & drop/emergency breakdown assistance, etc.

• Customer can claim warranty repair* through service/repair from Maruti Suzuki workshops only.

• In case vehicle is serviced/repaired at local workshop, warranty of vehicle gets void.

• Vehicle performance & safety is cause of worry, if serviced/repaired at a local workshop due to tampering & improper handling.

* Warranty repairs at Dealer/MSMs/MSZ/select MASS only.

SAS 1/A12 E-mail/Letter for Customers not Visiting (Lost Customers)

E-mail/Letter for Customers not Visiting (Lost Customers)

Dealer Name:

Date:

To,

(Customer name and address)

Sub: Periodic maintenance service for vehicle no.: ......................................................

Dear Sir/Madam,

We thank you for patronizing our product. We would like to inform you that as per our record the vehicle has not come to
our workshop for (…….. km) periodic service, which was due on (Date).

Periodic maintenance/service of your vehicle at authorised service station is very important for a safe and trouble free
driving experience.

In case there are some concerns based on your previous service experience, please give us an opportunity to serve you again.

You are requested to contact the Customer Care Executive (Name & mobile no., tel no.) for advance service booking.

We also provide the following service facilities:

• Express Service (E.g. Within 90 minutes for 20,000 kms service) - for periodic maintenance service.

• Free pick-up & drop facilities.

• Maruti Suzuki On-road Service (MOS) available 24 hrs (MOS no. 1800 102 1800).

• Accidental insurance facilities and assistance. Contact (Name, designation and mobile no.).

• Towing facility available on request.

• Maruti Mobile Support (MMS) for doorstep service (or convenient location).

We assure you best of our services in future.

Thanking You

Your Sincerely,

(Name)

Customer Care Manager

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
26
SAS 2
SAS 2

Service Appointment
Scheduling

Objective
• To provide customer convenience during
vehicle handover for service/repairs in
the workshop
• To understand & plan customer service
requirement prior to workshop visit
• For optimum utilisation of workshop
infrastructure
Customer Interface Process Standards

Step 1:
Appointment preparation

• Customers can book their vehicle for service/repairs through the following sources: Responsibility
» Website
» Mobile application
» Direct calling
» SMR call
• Keep the following information ready:
» Day-wise planned workshop load for the month.
» Availability of Service Advisors based on type of expertise & experience. • SMR Executive
» DMS appointment screen.
» Service Advisor weekly attendance roster.
» Daily appointment register.
» Service cost & time estimates (Periodic Service).
» Information of spare parts.
» Target no. of appointments per day per available Senior Advisor.
Note: SMR Executives & dedicated telephone lines should be available based on workshop load (Refer Requirement of Manpower as
per Annexure SAS 25/A1, Page 271).

Step 2:
Vehicle booking through SMR call/website/mobile application

• Follow customer booking process as per SAS 1, Page 7 in case of booking through SMR call. Responsibility
• Call the customer to fix appointment in case customer logs through website/
mobile application. • SMR Executive
• Proceed as per Step 4 on this page.

Step 3:
Respond to incoming calls for service appointment

• Pick-up the phone in 2 rings. Responsibility

• Be courteous & greet the customer as per local culture.
• Patiently understand the customer’s requests/demands. • SMR Executive
• Confirm details of customer on computer (If existing customer).

Step 4:
Inform the customer regarding the available service dates

• Check record of last service. Responsibility

• Request customer to provide preferred date and time for service.
• Check availability of date and time requested by the customer. • SMR Executive
• Ensure 15 minutes time gap in between appointments per SA.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
28
Customer Interface Process Standards

• Inform available dates to the customer as per his/her convenience. Responsibility

• If customer insists on the requested date of service (If not available), then inform the
customer that quality of service is maintained by accepting a certain load of vehicles • SMR Executive
(Refer Talking Points as per Annexure SAS 2/A1, Page 31).

Step 5:
Confirm with customer the date & time of service

• Take customer confirmation on date & requested time for service. Responsibility
• Ask if any other job needs to be done. • SMR Executive

Step 6:
Ensure communication with the customer (In case he/she wants to speak
to the SA/WM/CCM

• In case existing customer wants to speak to the Service Advisor, ensure that the Service Responsibility
Advisor speaks to the customer (Coordinate with the customer if SA is not available).
• If customer complains of previous service or wants some technical clarification,
coordinate with the customer for convenient time to ensure either the WM or CCM
speaks to the customer. • SMR Executive
• Inform customer details to WM/CCM for contacting the customer regarding
his/her issues.
• Re-confirm date and time of service visit after SA or WM has spoken to the customer.

Step 7:
Provide service booking number to the customer

• Inform the booking number & initiate SMS to the customer for confirmation Responsibility
(Refer SMS Confirmation as per Annexure SAS 2/A2, Page 32).
• Request the customer to arrive 15 minutes before scheduled appointment.
• Update vehicle details in the following:
» DMS booking screen (Refer Screen Shots as per Annexure SAS 2/A3, Page 33). • SMR Executive
» Daily appointment register (Refer the Appointment Register as per Annexure
SAS 2/A4, Page 34).
Note: Booking information to the customer may be send later on, after checking the availability status of the customer’s preferred dates.

Step 8:
Offer options for customer convenience

• Offer the customer if he/she would prefer the same Service Advisor as in the Responsibility
previous service.
• Based on service type, explain & offer Express Service to the customer. • SMR Executive

Step 9:
For new vehicle customer (First time car buyer)

• For new vehicle customer (First time car buyer); explain an overview of workshop Responsibility
process & inform SA name. Send an image of the workshop location & direction
signage, service process & facilities via e-mail/letter (Refer Service Process as per • SMR Executive
Annexure SAS 2/A5, Page 35).

Step 10:
Call the customer 1 day before service appointment (All free & periodic
maintenance services)

• Call customer 1 day before to re-confirm service appointment date & time Responsibility
(Refer Talking Points as per Annexure SAS 2/A6, Page 36).
• Inform Service Advisor’s name to the customer.
• Confirm if shuttle facility will be required by the customer (Update record accordingly). • SMR Executive
• Request customer to kindly inform of any delay/cancellation in case the appointment is
through the customer care number.

Step 11:
Inform all customer appointments for the next day to spare parts department

• Inform next day appointments to Spare Parts Manager to ensure availability of spare Responsibility
parts as per the requirement. • SMR Executive

Step 12:
Inform the concerned staff about the next day service appointments

• Take a print of the next day appointments through DMS. Responsibility

• Inform Service Advisors, Front Office Staff & Security Staff about next day’s
appointments (Refer Appointment List as per Annexure SAS 2/A7, Page 38).
• Prepare job slip for Service Advisor if there is no tablet.
• Display information of customers who have confirmed for service in advance on the • SMR Executive
welcome board for next day appointments (Refer Welcome Board as per Annexure
SAS 2/A8, Page 39).

• Ease of arranging service visit.

Customer • Provide service booking as per customer’s desire.
Satisfaction • Confirmation of service appointment by call/e-mail/SMS.
Impact Points • Inform cost estimate and service time in advance to the customer.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
30
Customer Interface Process Standards

Suggested Talking Points in case Customer’s Desired

SAS 2/A1
Date & Time for Service is not Available

Suggested Talking Points in case Customer’s Desired

Date & Time for Service is not Available

Background: Customer is insisting to accept vehicle on a certain date. The date is fully booked by the workshop. The CCE has
offered another date but customer is still insisting.

CCE can state:

• Sir/Madam, I am concerned for the service of your vehicle and appreciate your concern. However, I would like to state that
the workshop can only take a certain amount of vehicles per day to maintain quality of service.

• I want your vehicle to have quality service hence, I would like to suggest alternate dates or alternatively please confirm your
convenient available dates (Note customer's response).

• I currently have slots available on (Dates).

SAS 2/A2 SMS for Service Appointment Confirmation

SMS for Service Appointment Confirmation

Dear Mr./Mrs./Ms. (Name of customer) your car (Registration number) is booked for service on (Date & day) at (Time am/pm).

Booking number is (Booking number)

(Dealer name)

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
32
Customer Interface Process Standards

SAS 2/A3 DMS Appointment Screen

Step 1: Book the vehicle after confirmation from the customer during service reminder (DMS Link: Service 
Transactions  Service booking).

Step 2: Enter customer details for vehicle booking.

Date:
SAS 2/A4

Actual Vehicle In-time

Type of Name of
Serial Appointment Registration Vehicle (Mention Fresh
Customer Name Customer No. Service Service Advisor Remarks
No. Time No. Model Appointment Date in case
Repair Allocated
of Rescheduling)

Service Reminder
Customer Interface Process Standards

Scheduling
Service Appointment
& Drop
Daily Appointment Register

Vehicle Pick-up
at the Workshop
Receiving the Customer
Daily Summary

Vehicle Receiving &

Total No. of Appointments No. of Appointments Cancelled

Pre-service Inspection
Total No. of Customers Visited No. of Appointments Rescheduled
Customer Interface Process Standards

SAS 2/A5 Service Process

Service Process

STEP 1 STEP 2 STEP 3

Help Desk Coordinator Vehicle receiving & Pre-service

Road Test
receiving the Customer Inspection by Service Advisor

STEP 4 STEP 5 STEP 6

Completion of Vehicle Receiving

Job Card Opening Washing Underbody/Engine
Process by Service Advisor

STEP 7 STEP 8 STEP 9

Workshop Repairs Vehicle Service Status

Final Washing
Communication by Service Advisor

STEP 10 STEP 11 STEP 12

Vehicle Inspection & Explanation Payment, Documentation Vehicle Delivery

to Customer by Service & Customer Feedback by Service Advisor

Note: Display posters/brochures of this Annexure in the workshop for customer awareness about service process.

Talking Points for Reminder to Customer (1 Day before

SAS 2/A6
Service Appointment)

Talking Points for Reminder to Customer

(1 Day before Service Appointment)

Talking points during - Service & repair (1 Day before booking date)
a. Greet the customer: “Good morning/Good evening, Sir/Madam (Name of the customer).
b. Identify yourself: “My name is (Name) calling from (Dealer name). Am I speaking to Mr./Mrs./Ms. (Confirm name of the
customer), is it the right time to talk to you Sir/Madam regarding the reminder call for servicing your vehicle.”
In case customer is busy, please check the convenient time to talk to the customer & close the call.
c. Reference to our earlier reminder, your Maruti Suzuki (Model name) with registration number (Registration
number) is due for next service (Type of service) on (Date). As per your earlier feedback, you had agreed to bring
your vehicle for service at (Time slot) at the workshop. (If yes, follow Part A).

Reference to our earlier reminder, your Maruti Suzuki (Model name) with registration number (Registration number)
is due for next service (Type of service) on (Date). As per your earlier feedback, you had agreed to spare your
vehicle for service at (Time slot) for a pick-up & drop service (If yes, follow Part B)/ Doorstep service through MMS (If
yes follow Part C).

Part A: Customer visiting workshop for service/repairs on the service due date
1. Sir/Madam, we request you to reach the workshop 15 minutes before scheduled time. On your arrival to the
workshop Mr. (Service Advisor name) shall meet you to initiate the service/repairs of your vehicle. In case of any
query/assistance, you may contact him at (Service Advisor’s contact number).
2. The (Type of service) of your vehicle will be done as per service schedule, however in case you have any
additional demanded repairs, then please tell us so that we can make a note of the same right now. (Record
additional demanded repairs from the customer in case it is not recorded in the first reminder).
3. An accurate estimate of charges and promised delivery time will be confirmed to you at the time of
job card opening.
4. We are providing a dropping facility to our customers. Please confirm if you would like to avail dropping facility
at the nearest convenient location. (If Yes, tag the customer for dropping facility in your records).
5. Thanks for your precious time. In case of any query, please feel free to call us on (Mention customer care number).

Part B: In case of pick-up & drop service

Courteously inform about any applicable charges for pick-up and drop service.

Sir/Madam, what will be the desired time for pick-up of your vehicle?

Our Pick-up & Drop Associate (Name of P&D Associate) will come & pick-up your vehicle from your premises (Venue
address) at (Time).

(Confirm the location, date & timings from the customer regarding the vehicle pick-up & update your records in the vehicle
pick-up & drop register).

During handover of the vehicle to the P&D Associate, please provide the vehicle documents, details of demanded
repairs to be done on the vehicle and preferred time for the vehicle drop after repairs.

Thank you for your precious time. In case of any query/assistance for your vehicle pick-up and drop service, please
feel free to call Mr. (Mention P&D Coordinator’s name) at (Contact number).

Have a good day!

Continued on next page

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
36
Customer Interface Process Standards

Continued from previous page

Part C: Maruti Mobile Support (MMS) for door to door service

Courteously inform about any applicable charges for door steep service through Maruti Mobile Workshop.
1. Sir/Madam, what will be the desire time for doorstep service of your vehicle tomorrow through MMS?
2. Our MMS vehicle shall reach your location/convenient location. (Confirm the location and timings from the customer).
3. The (free/paid) service of your vehicle will be done as per service schedule, however in case you have any
additional demanded repairs, then please tell so that we can make a note of the same right now.
4. Thank you for your precious time. In case of any query for your vehicle service through MMS, please feel free to
call Mr. (MMS - Service Advisor Name) at (SA contact no.).
5. Have a good day!

Re-confirm with the customer the information captured for his service booking.

Before closing the call, check availability of Extended Warranty for customer. In case it is not taken, please inform our Executive
will apprise you with the benefits of Extended Warranty during your visit to workshop.

Thank You.

“If you have any query or feedback, please feel free to e-mail us at (Mention e-mail address) or contact (Mention
contact No.)”.

Date:
SAS 2/A7

Type of Allocated Remarks

S. Appointment Customer Registration Vehicle Service Repair Name of Service (Mention Fresh
Customer No.
No. Time Name No. Model (Identify First Time Advisor Allocated Appointment Date in
Visit Customer) case of Rescheduling)

Service Reminder
Customer Interface Process Standards

Scheduling
Service Appointment
& Drop
Vehicle Pick-up
Confirmed Customer Appointment List

at the Workshop
Receiving the Customer
Vehicle Receiving &
Pre-service Inspection
Customer Interface Process Standards

SAS 2/A8 Welcome Board for Appointment Customers

Advisor Allocated
Name of Service
Service Repair
Type of
Vehicle
Model
Welcome Board for Appointment Customers

Registration
No.
Customer No.
Customer Name
Appointment
Time
Date:

No.
S.

Vehicle Pick-up & Drop

Objective
• To provide pick-up & drop service for
customer convenience
• Support customer retention
Customer Interface Process Standards

Step 1:
Inform the customer about the pick-up & drop service

• Inform the customer about pick-up & drop service through following sources: Responsibility
» Service reminder call/SMS/letter
» Service appointment
» Post service contact
» Website • SMR Executive
» Service marketing activities
» Customer lounge

Step 2:
Pick-up & Drop (P&D) Coordinator

• Designate a Pick-up & Drop Coordinator with whom the P&D Associate will coordinate Responsibility
• Designate SA/CCE/Floor Coordinator as P&D Coordinator for the pick-up & drop activity,
based on the pick-up and drop service load. • Works Manager

Note: Identify Pick-up & Drop Coordinator as under:

• CCE: For daily pick-up & drop load < 8 vehicles
• SA: For daily pick-up & drop load 8-16 vehicles
• Floor Coordinator: For daily pick-up & drop load >16 vehicles

Step 3:
Update pick-up & drop appointment

• Confirm pick-up and drop service appointment with the customer during SMR Responsibility
(Refer Talking Points as per Annexure SAS 1/A5, Page 17).
• Update the P&D appointment sheet post customer confirmation. (Refer Appointment
Sheet as per Annexure SAS 3/A1, Page 48). • SMR Executive
• Give P&D appointment sheet to the P&D Coordinator.

Step 4:
Call the customer one day before service to
confirm P&D

• One day before service appointment call the customer & inform about the following: Responsibility
» P&D Associate’s name & contact number
» Service Advisor’s name & contact number • P&D Coordinator
» Confirmed venue, date & time of pick-up
Note: For details Refer Talking Points as per Annexure SAS 2/A6, Page 36.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
42
Customer Interface Process Standards

Step 5:
Handover vehicle pick-up job slip to P&D Associate
one day before the pick-up

• Update & handover the pick-up job slip to P&D Associate filled with the following details: Responsibility
» Vehicle details
» Service type
» Customer demanded repair captured during customer contact through SMR etc. • P&D Coordinator
» Service Advisor’s name/contact number (In case SA allotment has been done).

Step 6:
Call the customer on the day of pick-up

• On the day of pick-up, call the customer before scheduled pick-up to re-confirm venue Responsibility
& time of pick-up.
• Send SMS for pick-up time to the customer; prior to pick-up.
• Carry the following documents while going for the pick-up:
» Identity card
» Vehicle pick-up job slip (Refer Job Slip as per Annexure SAS 3/A2, Page 49). • P&D Associate
» Standard labour chart
» PMS time schedule
» Tablet (Optional)
» Service Advisor’s visiting card.

Step 7:
Meet the customer at his/her venue residence/office

• On reaching the customer’s venue, call the customer to inform your arrival for Responsibility
vehicle pick-up.
• Greet the customer & show your identity card.
• Explain the pick-up process, documents required (Vehicle insurance, registration copy, • P&D Associate
service booklet etc.) & time to complete formalities.
• Request customer to accompany to the vehicle to begin the process of vehicle pick-up.

Step 8:
Inspect the vehicle along with the customer & inform
demanded jobs

• Use tablet/pick-up job slip, enter/fill all mandatory & necessary details (Any other Responsibility
additional details which are not available in job slip).
• Check essential details, note & enter as follows:
» SA name & mobile number (Provide SA visiting card to the customer).
» Damages on the vehicle body, if any
» Accessories fitted, inside & outside
» Fuel level
» Kilometre reading
» Note down demanded jobs/repairs • P&D Associate
» Confirmation from customer of ‘drop’ (If only pick-up then mark ‘P’ & if both mark
‘P&D’ on pick-up job slip/tablet)
» Capture customer preferred time to drop vehicle back (If customer confirms ‘drop’)/
completion time of service
• Put a sticker on the seat rail to mark the seat position.
• If required, go for a road test.
• Request the customer to speak to the Service Advisor, if required.

Step 9:
Request the customer to sign on the pick-up job
slip/digital signature on the tablet

• Handover all the belongings to customer which are not required to be carried in the Responsibility
vehicle for servicing.
• After filling the information in the pick-up job slip/tablet, take customer confirmation
and request for his/her signature. • P&D Associate
• Handover a copy of the pick-up job slip to the customer, thank the customer.

Step 10:
Handover the customer vehicle to the SA at the
workshop

• Inform P&D Coordinator of your arrival with the customer’s vehicle at the workshop. Responsibility
• Inform the P&D Coordinator, name of the concerned SA to handover the vehicle.
• Handover the vehicle to the concerned SA and explain the demanded repairs of the • P&D Associate
customer with the help of pick-up job slip/tablet information.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
44
Customer Interface Process Standards

Step 11:
Inspect the vehicle

• Inspect the vehicle, conduct a road test & enter any additional jobs or remarks in the Responsibility
job slip/tablet. • Service Advisor

Step 12:
Call the customer after vehicle inspection

• Call the customer for reconfirming the demanded repairs & share other observations Responsibility
(If any) made on the vehicle pertaining to service/repair.
• Take customer confirmation on:
» Job(s) to be done
» Expected vehicle delivery time • Service Advisor
» Estimated cost of service/repair
» If there are any additional jobs during service then approval of the customer should be
taken accordingly.

Step 13:
Handover the vehicle for service/repairs

Responsibility
• Open the job card & handover the vehicle to workshop for service/repairs.
• Service Advisor

Step 14:
Call the customer after completion of service/repair

• Call the customer and inform the customer about the following service details: Responsibility
» Vehicle ready information
» Details of jobs carried out.
» Specific demanded jobs completed. • Service Advisor
» Actual cost.
» Tentative drop time by Delivery Associate.
Note: In case the customer has not opted for drop facility then follow the Vehicle Delivery Process in the workshop mentioned in SAS 7 & 8
on Page 87 & 101 respectively.

Step 15:
Handover the vehicle to P&D Associate in the
presence of P&D Coordinator

• Explain & handover the vehicle with the complete documents to the P&D Associate, in Responsibility
the presence of the P&D Coordinator. • Service Advisor

Step 16:
Call the customer before leaving the workshop for
vehicle dropping

• Call the customer to re-confirm delivery time & venue. Responsibility

• Ensure that the same P&D Associate should drop the vehicle; who had picked the vehicle.
(Proper understanding & better communication during delivery) • P&D Associate

Step 17:
Check required documents for delivery and depart to
deliver the vehicle to the customer

• The P&D Coordinator must ensure that the P&D Associate carries the following essential Responsibility
documents for ‘Drop’:
» Bill(s)
» Instant feedback card
» Internal CSI card
» Copy of vehicle pick-up job slip
» Satisfaction note*
» Delivery challan • P&D Associate
» Copy of job card
» Tablet
» Dry wash kit
» Mobile payment swipe machine
• Check complete vehicle & inventory before leaving for the customer venue.
Note: *Satisfaction note must capture the following:
"Vehicle bearing (Reg No.) has been delivered at ............ <time of actual delivery> to my satisfaction."

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
46
Customer Interface Process Standards

Step 18:
Vehicle inspection by the customer

• After reaching customer's place, clean the vehicle if required. Responsibility

• Request the customer to inspect the vehicle & check the inventory.
• Call SA, if any clarification is required by the customer.
• If required, go for a road test with the customer. • P&D Associate
• Show the customer the next service due sticker.
• Finally ask the customer if he/she is satisfied with the service/repairs.

Step 19:
Bill payment & documents

• Request the customer for the following: Responsibility

» Payment as per invoice
» Provide payment receipt (With authorised stamp & signature) to the customer
» Signature on satisfaction note
» Copy of the vehicle pick-up job slip (Handed over during pick-up) • P&D Associate
» Filling instant feedback card
• Thank the customer & depart
• P&D Associate/P&D
• Deposit payment with the Cashier.
Coordinator

• Pick-up and drop service available for new and existing customer.
Customer • Trained and competent person to pick-up and drop the vehicle.
Satisfaction • Ensure good communication between Service Advisor and the customer in pick-up
Impact Points & drop cases.

Name of Vehicle sent

Expect- Details from Dropping
Cus- Pick-up & Customer Registra- Type of Service Charge- P&D Vehicle Promised
SAS 3/A1

S. *P/D/ ed Workshop Time at

tomer Drop Contact tion Model Service/ Adviser able Associate Pick-up Delivery Remarks
No. P&D Time of Customer’s
Name Address Number Number Repair Allo- or Free Name Time Time
Pick-up Date Time Place
cated

Service Reminder
Customer Interface Process Standards

Scheduling
Service Appointment
& Drop
Vehicle Pick-up
Pick-up & Drop Appointment Sheet

at the Workshop
Receiving the Customer
Vehicle Receiving &
Pre-service Inspection
*P - Only Pick-up; D - Only Drop; P&D - Pick-up & Drop
Vehicle Pick-up Job Slip
Dear Customer, Sr. No.:
Inventory of accessories in the
To help us serve you better, please fill the specific requirements of your vehicle service. Capturing all your requirement will help in fulfill- Date:
vehicle (Please ' ' mark)
ing all your requests. Time:

Receiving Process
To be filled by customer (Yellow coloured fields) To be filled by Service Advisor Service Booklet
SAS 3/A2

Date: Model: Regn. No.: Jack and Handle

Completion of Vehicle
Customer Name: Chassis No.: Engine No.: Tool Kit
Customer Address: Mileage: Mats (No.2)
Whether customer is having any other vehicle Spare Wheel
(Please tick):
Phone No.: Mobile: Wheel Covers
Yes ( ) No ( )
(Nos.: )

to Customer
E-mail ID: If yes, please mention Model:
make:
Type of Service
Customer Preference Yes
(Please Tick)

Vehicle Inspection after

Road test done along with

Service and Explanation

1st Service Only Pick-up Date: Time: customer Stereo
No
2nd Service Only Drop Date: Time: Speakers (No. )
3rd Service Pick-up & Drop Date: Time: Cigarette Lighter
Paid Service Mud Flaps (No. )

Payment,
Repairs To be filled by Service Advisor Cost of Parts and Labour
Additional Job/Repairs (To be filled by customers) Service Advisor finding based on probing with customers Description Parts Labour
Vehicle Pick-up Job Slip

Documentation
& Vehicle Delivery
Additional jobs not requested by customer but advised by Service Advisor

(PSF) Contact
Repairs/Jobs Advised to Customer Action Taken

Post-Service Follow-up
Applicable Taxes
Previous visit feedback/comments (For eg. Like no polish on Specific instructions on customer feedbacks/comments Total of Parts and Labour (including
dashboard, no stickers on windshield etc.): taxes)
1. Payment Mode Cash Credit Card
2. Estimated Delivery Date and Time

workshop
I hereby authorise the above mentioned jobs to be executed using the required material. Also that my vehicle will be stored, driven
and repaired at my risk.

Complaints at the
Service Advisor Signature Mobile No.:
During Pick-up Signature of person picking-up vehicle

Attending Customer
Customer Signature:
During Drop Signature of person dropping vehicle
Completion Status Name and Signature of Service Advisor Additional Comments
1. All customers requests entered on job card
2. Actions taken on previous visit feedback
Customer Interface Process Standards

49
SAS 4

SAS 4
Receiving the Customer
at the Workshop

Objective
• Customer reception in the workshop
• Attend the customer within a reasonable
period of time
• To familiarise customer with the
workshop process flow
Customer Interface Process Standards

Step 1:
Ensure display of workshop signages and availability
of security at the workshop entry gate

• All the signages & notices should be properly visible and well kept. Responsibility
• Display workshop timings properly.
• The security should be in smart & clean uniform. • Works Manager
• The security should be alert at all times. • General Manager

Step 2:
Greet the customer on his/her arrival

• Smile and greet the customer with courtesy (Wishing & greeting the customer as per Responsibility
the regional culture). • Security Staff

Step 3:
Request the customer to give information regarding
his/her purpose of visit

Responsibility
• Confirm with the customer courteously whether he/she has come for service or repairs.
• Security Staff

Step 4:
Enter vehicle entry time in the workshop

• Enter details in the vehicle entry register/computer (Refer Register as per SAS 4/A1, Responsibility
Page 55).
• Use a Time Tracking Card or vehicle status hanger and hang it on the inside rear view
mirror of the vehicle (Refer Vehicle Status Hanger as per Annexure SAS 4/A2, • Security Staff
Page 56).
Note: In workshops with computerised Vehicle Tracking System (VTS), tracking can be done through Bar Code Scanner or Time Tracking
Card. In case VTS is not available use ‘Vehicle Status Hanger’.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
52
Customer Interface Process Standards

Step 5:
Record vehicle entry number in the workshop

• Record vehicle entry no. using a magnetic cone on vehicle roof with a code/number Responsibility
depicting entry number & type of service etc.
• Inform the customer that Help Desk Coordinator (HDC) will meet him/her. • Security Staff

Step 6:
Guide/assist the customer to park the vehicle &
inform the HDC

• Guide the customer to park the vehicle as per the available facility. Responsibility
• Inform the HDC of customer arrival. • Security Staff

Step 7:
Greet the customer

• Receive and greet the customer & do the following: Responsibility

» Introduce yourself to the customer
» Understand customer’s reason for service visit (Appointment or non-appointment customer)
» Identify & assist the customer based on the type of service/repair visit. • Help Desk
» Inform the Service Advisor about the customer’s arrival. Coordinator
» Allocate vehicle to available Service Advisor in case of non-appointment customer
(Refer Allocation Sheet as per Annexure SAS 4/A3, Page 57).

Step 8:
Assist the customer for service initiation

• Assist the customer in the following ways: Responsibility

» For customer with appointment: Accompany the customer to the vehicle to initiate job
slip completion process. HDC must have the list of appointment customers for the day.
» Customer without appointment: Check with the Works Manager (WM)/CCM for • Help Desk
service availability. Coordinator
• Accompany the customer immediately to CCM in case of a complaint/revisit customer.
• Attend the customers coming for any other issue(s).

• For 1st time buyers/1st visit to workshop; provide a quick overview by showing the service Responsibility
process flowchart & inform about time taken at each stage of process. (All workshop
staff to be familiar with workshop process) (Refer Service Process as per Annexure • Help Desk
SAS 2/A5, Page 35). Coordinator
• Offer refreshments to customers by coordinating with pantry staff.

Step 9:
Introduce the customer to the Service Advisor

• Introduce the customer to the Service Advisor. Responsibility

• Ensure that Service Advisor meets the customer in reasonable time since this is a high • Help Desk
customer satisfaction impact point. Coordinator

Step 10:
Offer drop facility to the customer

• Paste sticker on seat rail to mark customer seating adjustment. Responsibility

• Offer shuttle service facility to the customer.
• Show shuttle service route map, which is also prominently displayed
(Refer Route Chart as per Annexure SAS 4/A4, Page 58). • Help Desk
• Make entry in ‘Transport Availed Register’ as applicable (Refer Register as per Coordinator
Annexure SAS 4/A5, Page 59).
Note: If SA is not available to meet the customer then HDC must ensure immediate availability of the SA. In the morning during peak hours
approx. 20% extra staff should be available for customer receiving (Technical Advisor, Floor Coordinator, etc.).

• Convenient business days/hours of operations.

Customer • Ease in driving in the workshop and parking availability.
Satisfaction • Greet the customer & provide friendly/helpful behaviour.
Impact Points • Value customer time and his/her service requirement.
• Introduction to Service Advisor in reasonable time.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
54
Vehicle Entry and Out Time Register

Date:

Receiving Process
SAS 4/A1

Job Card Opening Time taken to Open

S. No. Registration Number Model Vehicle In Time (A) Remarks
Time^ (B) Job Card (C) = (B-A)

Completion of Vehicle

to Customer
Vehicle Inspection after
Service and Explanation
Payment,
Documentation
& Vehicle Delivery
(PSF) Contact
Vehicle Entry and Out Time Register

Post-Service Follow-up
Summary

workshop
S. No. Activity Value

Complaints at the
1 Total no. of vehicles received (nos.)

Attending Customer
2 Total vehicles for which job card was opened within 15 minutes (nos.)
3 % Of vehicles for which job card opened within 15 minutes
^ Time to be taken from DMS and Front Office Executive should update the time in the register.
Customer Interface Process Standards

55
Customer Interface Process Standards

SAS 4/A2 Vehicle Status Hanger

Dealer Name Dealer Name

Maruti Suzuki Authorised Dealer Maruti Suzuki Authorised Dealer
Dear Customer,
Promised Delivery Date: Thank you for visiting us. We look forward to serve you again.

Please do inform us for any concern or assistance required with

Promised Delivery Time: regards to our services and performance of your vehicle.

Please take prior appointment for your vehicle service. For

Service Type: Free Service Paid Service Running Repair appointment, Please call: XXXXXXXXXXX

Ready Ready

Perforation
Responsibility: Service Advisor
Delivery Preparation (Check customer demanded jobs completed)

Responsibility: Washing Supervisor

Wash – 2 (Check top wash & mopping done)

Responsibility: Final Inspector

Final Inspection (Check customer demanded jobs completed)

Road Test Responsibility: Technical Advisor

Maintenance/Repair Responsibility: Technician

Responsibility: Washing Supervisor

Wash – 1 (Underbody wash done)

Road Test/Receiving Responsibility: Service Advisor

Note: Holes to be created on hanger for inserting elastic or cotton thread. Ensure sufficient length of the thread/elastic for convenient
operational usage.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
56
Vehicle Allocation Sheet to Service Advisor
Date:
Number of Hold
S.

Receiving Process
SAS 4/A3

Service Advisor Name up Vehicles due for Vehicle Registration Number

No.
Delivery Today

Completion of Vehicle
Vehicle
no.
1
Time:
Vehicle

to Customer
no.
2
Time:
Vehicle

Vehicle Inspection after

Service and Explanation
no.
3
Time:
Vehicle
no.
4

Payment,
Time:

Documentation
Vehicle

& Vehicle Delivery

no.
5
Time:
Vehicle
no.
6
Time:

(PSF) Contact
Vehicle
no.
7

Post-Service Follow-up
Time:
Vehicle Allocation Sheet to Service Advisor

Vehicle
no.
8
Time:

workshop
Vehicle
no.
9

Complaints at the
Time:

Attending Customer
Vehicle
no.
10
Time:
Customer Interface Process Standards

57
58
Shuttle Service Route Chart

Date:
SAS 4/A4

Route Followed Location-1 (Start Point) Location-2 Location-3 Location-4 Location-5 (Last Point)
(Route name
should be Name of Name of Name of Name of Name of
Time* Time* Time* Time* Time*
mentioned) Location Location Location Location Location

Service Reminder
Customer Interface Process Standards

Scheduling
Service Appointment
& Drop
Shuttle Service Route Chart

Vehicle Pick-up
Map Showing Route Chart and Locations

at the Workshop
Receiving the Customer
Vehicle Receiving &
Pre-service Inspection
*Start Time
Transport Availed Register
Date:
Customer Vehicle Registration Number Transportation Transportation Availed up Customer

Receiving Process
S. No. Remarks
SAS 4/A5

Registration Number (Used for Transportation) Availed Time to (Location Name) Signature

Completion of Vehicle

to Customer
Vehicle Inspection after
Service and Explanation
Payment,
Documentation
& Vehicle Delivery
Transport Availed Register

(PSF) Contact
Post-Service Follow-up

workshop
Summary
S. No. Activity Value

Complaints at the
Attending Customer
1 Total vehicles received (nos.)
2 Total number of customers who availed transportation (nos.)
3 % Of customers who availed transportation (2x100/1)
Customer Interface Process Standards

59
SAS 5

Vehicle Receiving &

Pre-service Inspection

SAS 5
Objective
• To understand vehicle service/repair
requirement
• To capture customer demanded jobs
• To ensure that the Service Advisor
explains the jobs properly
Customer Interface Process Standards

Step 1:
Greet the customer

• Greet the customer & introduce yourself by sharing your visiting card Responsibility
• Initiate vehicle receiving process on the job slip/tablet (Refer Job Slip as per Annexure
SAS 5/A1, Page 64). • Service Advisor

Step 2:
Discuss service requirements with the customer

• Discuss the following with the customer: Responsibility

» Type of service.
» Demanded/additional jobs/repair etc.
» Previous job feedback/vehicle history, as applicable.
• Walk around the vehicle and inspect the following (Refer Vehicle Check as per
Annexure SAS 5/A2, Page 65):
» Chassis & engine number
» Mileage • Service Advisor
» Fuel indicator level
» Vehicle dents/damage, take the picture/notings
» Vehicle inventory details
• Inspect of vehicle underbody on the interactive bay or as per infrastructure availability.
• Show the periodic maintenance repair activities through menu chart on the tablet/on DMS.
Note: The SA uses a tablet which is interfaced with the DMS. For complete process of job card opening through tablet (Refer Tablet
Screen Shots as per Annexure SAS 5/A3, Page 66).

Step 3:
Probe the customer to understand vehicle
demanded repairs

• Probe the customer on additional jobs demanded Responsibility

» Use probing sheet as a diagnostic tool to understand demanded repairs
(Refer Probing Sheet as per Annexure SAS 5/A4, Page 69).
• Inspect the vehicle with the customer based on service requirement.
• Explain the jobs on tablet/hard copy for easy understanding of the customer.
• Advise & explain additional jobs, not requested by the customer. • Service Advisor
• Inform the warranty/Extended Warranty status & coverage.
• Give preventive maintenance suggestions (If required).
• Enter relevant information in the tablet/job slip.
• Answer all customer queries with patience.
Note: • SA should not leave the customer alone
• Answer only to selective mobile phone calls
• Keep focus on one customer at a time

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
62
Customer Interface Process Standards

Step 4:
Request the customer to accompany for road test

• Request the customer for a road test based on discussion/jobs demanded by the Responsibility
customer, to identify & correctly diagnose all the problems.
• Road test should be as per service jobs/demanded jobs. • SA (In case no
• Before the road test ensure that the vehicle registration & insurance documents are in the vehicle. specific vehicle
• Make necessary entry in the vehicle in/out track sheet available with the security & sign it problem reported)
• Be alert & attentive to diagnose the problem stated/perceived by the customer during the • TA (In case specific
road test. vehicle problem
• Use probing sheet wherever required (Refer Probing Sheet as per Annexure in the mentioned
SAS 5/A4, Page 69). vehicle system)

Note: The areas to identify vehicle problems during road test could be as follows: • Steering • Suspension • Brakes • Air conditioning
• Poor pick-up • Transmission body vibration • Noise/squeaks/rattle • Engine performance.

Step 5:
Explain all issues/problems experienced during road
test to the customer

• Make a note of all issues/problems experienced during road test in the tablet/job slip. Responsibility
• Park the vehicle safely on side of the road to inspect/discuss with the customer, if required.
• In case no problem is observed during road test inform the customer of normal vehicle
performance to clarify his/her doubt/perception. • Service Advisor/
• Request the customer to drive and explain for more clarity on the problem, if required. Technical Advisor
• Enter road test observations in the road test tracking sheet/job slip/job card
(Refer Track Sheet as per Annexure SAS 5/A5, Page 71).

Step 6:
Offer refreshments to the customer post
vehicle inspection

Responsibility
• Ensure that refreshments are offered to the customer after vehicle inspection/road test.
• Service Advisor

• Service Advisor neatly dressed.

• Service Advisor addresses the customer appropriately.
Customer • Courtesy & friendliness of Service Advisor.
Satisfaction • Service Advisor refers vehicle's history.
Impact Points • Vehicle inspection and road test as per service/repair requirement.
• Explanation of work prior to service.

Completion of Vehicle Vehicle Inspection after Payment, Post-Service Follow-up Attending Customer
Receiving Process Service and Explanation Documentation (PSF) Contact Complaints at the
63
to Customer & Vehicle Delivery workshop
64
Demanded Repairs and Job Instructions Capturing Sheet (Job Slip)
< Dealer Workshop Name and Address >
Dear Customer, Sr. No.:
Inventory of accessories in the vehicle
Thank you for your visit. To help us serve you better, please fill the specific requirements for visit. Capturing all your Date:
(Please ' ' mark)
SAS 5/A1

Requirements will help in fulfilling all your requests. Time:

To be filled by customer (Yellow coloured fields) To be filled by Service Advisor Service booklet
Date: Model: Regn. no.: Jack and handle

Service Reminder
Customer name: Chassis no: Engine no.: Tool kit
Customer address: Mileage: Mats (No.2)
Customer Interface Process Standards

Whether customer is having any other vehicle (Please tick): Spare wheel
Phone no.: Mobile: Yes ( ) No ( ) Wheel covers
(Nos.: )
E-mail ID: If yes, please mention make: Model:
Job Slip

Please tick

Scheduling
1st Service Road test done along with customer Yes No Stereo
2nd Service Speakers (No. )
Type of service
rd

Service Appointment
3 Service Cigarette lighter
Paid service Mud flaps (No. )
Repairs To be filled by Service Advisor Cost of parts and labour
Additional Jobs/Repairs (To be filled by customer) Service Advisor finding, based on probing with customer Description Parts Labour

& Drop
Vehicle Pick-up
Additional jobs, not requested by customer but advised by Service Advisor
Repairs/Jobs advised to customer Action taken

Applicable taxes

at the Workshop
Previous visit feedback/comments (For eg. no polish on Specific instructions on customer feedbacks/comments Total of parts and labour
dashboard, no stickers on windshield etc.): (including taxes)

Receiving the Customer

1. Payment mode Cash Credit card
2. Estimated delivery date and time
I hereby authorise the above mentioned jobs to be executed using the required material. Also that my vehicle will be stored,
driven and repaired at my risk.
Customer signature: Service Advisor signature: Mobile No.:
Mobile number: Vehicle dropping facility required (Y/N)
Completion status Name and signature of Service Advisor Additional comments
1. All customers requests entered on job card

Vehicle Receiving &

Pre-service Inspection
2. Actions taken on previous visit feedback
Note: •Job slip to be filled by Help Desk Coordinator & Service Advisor •Job slip is not required in case job card is opened in tablet
Customer Interface Process Standards

SAS 5/A2 Service Advisor Walk around the Vehicle to Check

Point 5 - Door locks

smooth opening and
closing

Point 4 - Front/Side
Point 6 - Rear tyre
visual inspection for
condition, side walks
dents/scratches, wiper
and wear patterns
blade condition

Point 7 - Rear spare

wheel condition, jack Point 3 - Front
and tool, bumper tyre condition and
and light condition, wear pattern, body
valuables left inside car condition

Point 2 - Front
engine area, lights,
bumper, hood condition
Point 8 - Rear/Side and licence plate.
visual inspection for Engine area visual check
dents/scratches battery security, oil or
coolant leaks, drive
belts condition

Point 1 - Driver seat

Point 9 - Doors, foot brake, parking
door locks, smooth brake and steering
opening and closing freeplay. Note odometer
reading, check interior
for valuables

Note: Underbody inspection of the vehicle to be carried out to check vehicle damages/scratches/rust etc. as per the infrastructure
availability (Refer CI Manual).

SAS 5/A3 Job Card Opening through Tablet

Step 1: Punch in vehicle registration number Step 2: Enter demand repair codes

Step 3: Enter promised time after punching in the demand codes

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
66
Customer Interface Process Standards

Step 4: Enter parts & labour amount

Step 5: Check vehicle dents/scratches, punch vehicle inventory & take vehicles images (which are stored in Folder).

Step 6: Use probing for vehicle problem diagnosis.

Step 7: Generate job card & take a printout.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
68
Customer Interface Process Standards

SA Probing Sheet to Understand Customer

SAS 5/A4
Demanded Jobs/Repair

SA Probing Sheet to Understand Customer Demanded Jobs/Repair

Low Pick-up Problem

Initial Changing
When do you observe low pick-up? At Turns Steep Road Always
Movement Gears

What is AC mode in which problem occurs? On Off Always

In which fuel type problem occurs? Petrol/Diesel CNG LPG

What is the frequency of tyre pressure check? At Fuel Fill Weekly Not Regular

Any other observation/problem faced by customer like: Vibration in engine, clutch operation, accelerator operation ..................................

Noise from Vehicle

Engine
Where is the noise coming from? Front Rear Floor
Compartment

Metallic Screeching Squealing Thud

Which type of noise is prominent?
Rubbing Humming Grinding Hissing

Turning while
While Moving High Speed Low Speed
Moving
When is the noise heard?
Turning, Car
At Idling Others Condition as per Customer
Stationary

Gear Shifting Hard/Slippage of Gears

1st to 2nd 2nd to 3rd 3rd to 4th 4th to 5th
Which gear shift is hard/slips? Rev
2nd to 1st 3rd to 2nd 4th to 3rd 5th to 4th
While
When is the problem most faced? While Driving
Engaging

In which road condition? Rough Down Slope Up Slope Always

Traffic condition, where problem Not

Congested Mixed Traffic Free Roads
mostly faced? Observed

Low Mileage Problem

What is the frequency of tyre

At Fuel Fill Weekly Not Regular
pressure check?

How did he check Tank Full to Tank Fuel Gauge Fixed Quantity,
Mileage reported by customer
mileage? Full Level Distance Covered

Average trip Who drives the

Average running in a day? Self Driver
distance in a day? vehicle?

Does gear shifting

Driving habit of customer e.g. clutch override etc. ........................................ Yes No
as per speed ratio?

Mixed Free Not

Traffic condition, followed? Congested
Traffic Roads Observed

Continued on next page

Continued from previous page

Low Cooling
Which mode does
Is customer aware of AC mode? Yes No Fresh Air Recycle
he operate?

Morning
Where is the Open
Date of
Check condition when low cooling Long Distance vehicle parked
Afternoon last AC
observed Driving when problem
Closed service
faced?
Evening Garage

Who drives the

Average running in a day? Average trip distance in a day? Self Driver
vehicle?

Traffic condition, followed? Congested Mixed Traffic Free Roads Not Observed

Engine Starting/Stalling
At which vehicle condition problem What is the crank
Cold Start Hot Start Short Long
occurs? duration to start?
Did you In which gear
When was
When was the battery last change the position is the
vehicle last
replaced/repaired? filling station problem most
serviced?
in last fill ? frequently occurring?
When do you observe the problem Shifting In All
Slow Speed High Speed At Idling
of engine stalling? Gears Conditions

Traffic condition, problem occur? Congested Mixed Traffic Free Roads Not Observed

Vehicle Pulling
At what speed
Applying
At what condition do vehicle pull? Driving is the pulling Slow Medium High
Brakes
observed?
On which road, is the pulling Which side does Any
Rough Any Road Left Right
observed? the vehicle pulls? Side
Has the vehicle undergone any
Yes No Any other details provided by customer?
accidental repairs?

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
70
Road Test Track Sheet

Date:
Road Test when Vehicle Received at Workshop Road Test During Vehicle Delivery

Receiving Process
SAS 5/A5

Vehicle Details and Problem

Road Test Time & Km Road Test Time & Km Road Test

Completion of Vehicle
Action Taken
with the
S. Regn. Job Card Problem Km & Sign Km & Observation Sign for Km & Km & Observation Sign
Model Customer
No. No. No. Reported Time-out Time-in Rectification Time-out Time-in (Y/N)

to Customer
Vehicle Inspection after
Service and Explanation
Payment,
Road Test Track Sheet

Documentation
& Vehicle Delivery
(PSF) Contact
Post-Service Follow-up

workshop
Complaints at the
Attending Customer
Customer Interface Process Standards

71
SAS 6

Completion of Vehicle
Receiving Process

SAS 6
Objective
• To seek customer understanding &
approval for all jobs
• To ensure comfortable experience for
the customers who prefer to wait at the
customer lounge
Customer Interface Process Standards

Step 1:
Explain the customer about the service/repair jobs
discussed & take his/her confirmation

• Repeat all the service needs, which were identified & discussed during the vehicle Responsibility
inspection, using tablet/job slip. • Service Advisor

Step 2:
Inform the customer about the expected time for vehicle service/repair

• Estimate time taken for vehicle service completion & handing over the vehicle to the Responsibility
customer, based on the following:
» Manpower availability & load for the day
» Vehicle reporting time to the workshop
» Availability of spare parts
» Refer standard time for free/paid service (Refer Time Estimate Sheet as per • Service Advisor
Annexure SAS 6/A1, Page 79).
• Explain the customer about the job-wise time estimate using tablet/hard copy, in case of
any query.

Step 3:
Inform the customer on estimated cost for service/repair

• Prepare the service cost estimate using the DMS menu code/ready reckoner. Responsibility
• Refer Service Circular, D-69/2013 for “Completion of Jobs covered under Paid Service
Charges” for preparing correct service cost estimate as per MSIL norms (Refer Jobs
Covered, as per Annexure SAS 6/A2, Page 80).
• Explain the cost estimate break-up in terms of cost of spares, consumables, labour and • Service Advisor
taxes using tablet/hard copy.
• In case the customer has questions/queries, (Refer to Standardize Periodic
Maintenance Charges Display Board as per Annexure SAS 6/A3, Page 81).
Note: Ensure realistic cost estimate to reduce variation in actual bill to max ±5%.

Step 4:
Inform the customer on additional jobs (if required) during service/repairs

• Inform customer of necessary updation in case of any additional job observed during Responsibility
service/repair & take his/her approval on additional time & cost before starting the job. • Service Advisor

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
74
Customer Interface Process Standards

Step 5:
Complete job card preparation on the computer/tablet and take a printout

• Prepare job card on the computer/tablet (Refer Job Card as per Annexure Responsibility
SAS 6/A4, Page 82).
• Enter the demanded repairs, customer details, time & cost estimates etc. in DMS.
• Take printout of job card & handover to the Service Advisor. • Front Office
• Inform the customer regarding any jobs to be closed under recall campaign (system Operator
generated service details shall be printed on the job card in case the vehicle falls under
specific recall campaign) (Refer Job Card as per Annexure SAS 6/A4, Page 82).
Note: Customer may be released with copy of the job slip only in exceptional cases like:
• Delay in job card printing through DMS.
• Customer is in a hurry and is not waiting for normal time taken for job card printing.
• Any system breakdown affecting job card printing.

Step 6:
Reconfirm service details with the customer

• Explain the following information on the job card: Responsibility

» Demanded jobs by customer
» Estimated date & time for vehicle readiness • Service Advisor
» Estimated cost.

Step 7:
SMS to customer on job card opening

Responsibility
• Send SMS to the customer on opening of the job card in DMS. (Refer SMS as per
Annexure SAS 6/A5, Page 84). • Front Office
Operator

Step 8:
Handover a signed copy of the job card to
the customer

• Request the customer to sign the job card. Responsibility

• Handover a signed copy of the job card to the customer.
• Confirm with the customer if he/she will wait in the customer lounge or avail shuttle service.
• Put a stamp (C/W) on job card, for waiting customers. • Service Advisor
• Offer loaner car in case vehicle is required to be kept in the workshop for more than
24 hours for service/repairs.

• Inform the customer that he/she would be informed about completion of service Responsibility
through call/SMS.
• Explain the customer about time taken for vehicle delivery procedures like road test, • Service Advisor
job card closing, invoice preparation, bill payment etc.
Note: The Service Advisor’s contact number should be mentioned on the job card.

Step 9:
Handover personal belongings in a bag to
the customer

• Ensure that all personal belongings lying in the car are collected in a bag and handed Responsibility
over to the customer.
• Request the customer to have a final look inside the vehicle to check for any belongings
left inside the vehicle.
• Handover the key & the vehicle to the driver to take the vehicle for service/repair inside • Service Advisor
the workshop.
• Ensure installation of protection seat covers, steering cover, gear covers etc. in the
presence of the customer before taking the vehicle for service/repairs.

Step 10:
Introduce Works Manager to 1st time visit/
1st new vehicle customer

• Introduce the new customers to the Works Manager. Responsibility

• Provide additional information/guidelines to the new customer (Refer Service Process
as per Annexure SAS 2/A5 & Education Points as per Annexure SAS 6/A6, • Service Advisor
Pages 35 & 85 respectively). • Works Manager

Step 11:
Escort & explain about the customer lounge
facilities for waiting customers

• Guide the customer to the customer lounge and do the following: Responsibility
» Provide refreshment coupons to the customer.
» Show refreshment counter and explains about the customer lounge facilities.
» Inform about internet & free wi-fi facility.
» Show & explain vehicle status screen. • Service Advisor
• Ensure that the Customer Care Executive/Lobby Hostess takes the new vehicle customer
for the workshop tour.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
76
Customer Interface Process Standards

Step 12:
Ensure facilities available at the customer lounge
for customer comfort & convenience

• Check the following facilities are available at the customer lounge: Responsibility
» Vehicle service progress status electronic display supported by the workshop
DMS system.
» Adequate, comfortable & well kept seating arrangement.
» Customer can view shopfloor activity (Direct view or CCTV).
» LCD/LED TV with cable connection.
» Effective air-conditioning in the lounge.
» Refrigerated water dispenser. • Works Manager/
» Current newspapers & magazines. Customer Care
» Snacks, tea, coffee & cold drinks counter. Manager
» Display board for customer convenience facilities (Eg. P&D & shuttle services).
» Periodic maintenance schedule chart & labour charges chart.
» Pictorial poster of workshop services flowchart, including vehicle handover process.
» Desktop computer with free wi-fi.
» Mobile chargers.
» Separate driver lounge.

Step 13:
Meet the customer for any assistance & monitor
customer lounge facilities

• Visit the customer lounge once every 2 hours. Responsibility

• Wish the customer with a smile.
• Assist & answer to customer queries, if any.
• Monitor & rectify immediately any issues in the lounge related to:
» Air-conditioning temperature/heating (as applicable).
» Customer seating arrangement, cleanliness, adequate & comfort.
» Snacks counter • Customer Care
» Reading, promotion material, etc. Executive
» TV & remote working. • Lobby Hostess
» Computer & wi-fi working.
» Rest rooms (toilets) cleanliness.
• Take feedback from the waiting customers during the visit to the customer lounge
(Refer Feedback Form as per Annexure SAS 6/A7, Page 86).

Step 14:
Offer shuttle service/loner vehicle to the customer

• Escort the customer to the area of shuttle pick-up point. Responsibility

• Show the timings & route map of shuttle services to the customer.
• If the customer is availing loaner vehicle, handover to the customer after approval of the • Service Advisor
competent authority.

• Courtesy & friendliness of Service Advisor

Customer • Thoroughness of explanation of work prior to service/repairs
Satisfaction • Provide cost and time estimate before service/repairs.
Impact Points • Transportation facility to customer
• Comfort & cleanliness of customer lounge

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
78
Customer Interface Process Standards

SAS 6/A1 Time Estimate for Free/Paid Service

Time Estimate for Free/Paid service

Average Time Estimate* if

S. No. Type of Service Average Time Estimate
attended in Express Service

1 Quick repairs 45 minutes -

2 I Free service Max. - 2.5 hours 90 minutes

3 II Free service Max. - 2.5 hours 90 minutes

4 III Free service Max. - 2.5 hours 90 minutes

5 Paid service up to 20,000 kms Max. - 2.5 hours 90 minutes

Paid service > 20,000 kms, depending on

6 2.5 - 3 hours 90 minutes
mileage covered

7 Running repairs, depending on nature of job Refer to Flat Rate Manual -

*Workshop should aim to achieve 60 minutes Express Service Time for customer delight.

SAS 6/A2 Jobs Covered under Periodic Maintenance Labour Charges

Jobs Covered under Periodic Maintenance Labour Charges

Following repairs are covered under the labour charges of periodic maintenance:
• Engine oil, oil filter, fuel filter replacement.
• Air filter cleaning/replacement.
• Transmission oil replacement.
• Coolant replacement.
• Brake oil replacement with bleeding.
• Front and rear brake/inspection and cleaning.
• Replacement of brake pads, if found to be worn during inspection.
• Caliper pin greasing.
• Clutch fluid replacement.
• Spark plug cleaning/replacement.
• Replacement of piston and boot kits in master cylinder/wheel cylinder/calliper (every 40,000 kms).
• Water pump drive belt replacement (every 60,000 kms).
• Condenser cleaning with low pressure water.
• Tyre rotation.
• Usage of various diagnostic tools like SDT, battery tester, leak detector etc.
• Washing (Dry/Foam/Water), cleaning.
• All inspection, adjustment, cleaning, lubrication, tightening jobs as per Periodic Maintenance Schedule mentioned in
Owner’s Manual.

Since, above mentioned repairs are covered under Periodic Maintenance Charges, these must not be charged separately
during the periodic services.
• Fixed amount for consumables, mentioned below (@ Rs. 50/service) is covered in “Paid Service Labour Charges” of
Periodic Maintenance. Hence must not be charged extra.
» Details of consumables: Grease, distilled water for battery, petroleum jelly for battery terminals, rugs, sand paper,
polish, shampoo, tyre dresser, mopping and washing cloth.
• Following jobs, which are part of periodic maintenance schedule or may be required to be carried out during periodic
maintenance, are not covered under labour charges of periodic maintenance. Hence, can be charged extra:
» EGR valve cleaning (only diesel) (every 30,000 kms)
» Injector cleaning (if required, as per procedure defined in Service Manual)
» Throttle body cleaning (if required, as per procedure defined in Service Manual)
» Wheel balancing and alignment
The labour for above jobs should be charged as per prescribed Flat Rate Time or MSIL approved rates only.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
80
Customer Interface Process Standards

SAS 6/A3 Periodic Maintenance Labour Charges Display Board

Periodic Maintenance
Labour Charges Display Board
Dealer Name Date:
Periodic Maintenance Labour Charges (Rs.):

Service

Minor Service
Model Medium Service Major Service
(30,000 kms, 50,000 kms,
(20,000 kms, 60,000 kms, (40,000 kms,
70,000 kms, 90,000 kms,
1,00,000 kms) 80,000 kms)
1,10,000 kms)

M800/Omni

Eeco

Alto/Zen/Zen Estilo/WagonR/
A Star/Celerio
Swift/Swift Dzire/Ritz/Esteem/
Versa/Gypsy/Ertiga

Sx4/Baleno/Ciaz

Grand Vitara

Kizashi
Note:
1. Periodic maintenance service schedule shall be repeated at same interval, as mentioned above beyond 1,10,000 kms.
2. Charges mentioned above are exclusive of Service Tax.

Labour rate per hour (Rs./hour): ...........................................................

(For other jobs, time as per Flat Rate Manual)

SAS 6/A4 Job Card

< Dealer Name>

(MARUTI SUZUKI AUTHORISED DEALER)
(Address)
(Phone number, Fax number and E-mail ID)
G.S.T TIN No.: - C.S.T TIN No.: - Service Tax No.:

JOB CARD

Job Card No.: JC Date: Regn. No.:

Customer ID: JC Time: Chassis:
Engine:
Name: Model:
Address: Mileage:
Sold By: Date:
Key No.:
Phone: TV Sale Date:
Car User Name: E-mail:

Instructions and
Demanded Repairs Action Taken
Observations

Service Advisor: Mobile No.: I hereby authorise the above work to be done along with necessary
spares at my cost and any additional work, if required. I have read
terms and conditions carefully. I am aware that my car is stored,
Group: Mechanic: repaired, tested and driven at my risk and cost.

Customer Signature

Estimated Actual Inventory of Accessories in the

Vehicle (Please ' ' Mark)
Delivery Date/Time : Service Booklet 
Amount (Parts) : Jack and Handle 

Amount (Labour) : Tool Kit 

Mats (No.: ) 
Spare Wheel 
Vehicle History (Last) Vehicle History (2nd Last) Wheel Covers

(Nos.: )
Stereo 
Speakers (No.: ) 
Cigarette Lighter 
Mud Flaps (No.: ) 
FOR TERMS AND CONDITIONS AND BETTER AVERAGE, READ OVERLEAF
Front
Continued on next page

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
82
Customer Interface Process Standards

Continued from previous page

General Check Points

Note - Information displayed on this can be modified as per requirement

Vehicle tracking - Completion time to be mentioned (Can be modified as per requirement)

Road Test U/B Wash Demanded Repairs Road Test Final Inspection Top Wash
Activity
Start End Start End Start End Start End Start End Start End
Time

Road Test Observations:

Checked Ready Vehicle Inspection (Can be
Work Done Advice to Customer
(Ok/Not Ok) modified as per requirement)
Electrical Check
Battery 1 2 3 4 5 6
Gravity

Alternate Idle 2000 RPM

Output

Tyre Pressure
Head Light Focus
CO %
Additional Job and Date: Time: Taken By:
Cost Approval:

Final Inspection Remarks

Supervisor Signature Signature of Final Inspector

Back

SAS 6/A5 SMS on Job Card Opening

SMS on Job Card Opening

Dear Customer, Repair ref. no of your car is <Job Card No.> opened at <Date and time of job card opening>. Estimate time of
delivery of your car is <Promised date and time> & estimate cost of service is Rs. <Cost of repairs (Total)>.

Rgds, <Name of Workshop>

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
84
Customer Interface Process Standards

SAS 6/A6 Suggested New Customer Education Points

Suggested New Customer Education Points

List of Documents
1 Owner’s Manual
2 Job Card/Job Slip
3 Extended Warranty Booklet (For availing Extended Warranty)
Information on Maintenance Schedule
1 1st Service (Free) - 1000 Kms or 1 Month of Purchase (Whichever is earlier)
2 2nd Service (Free) - 5000 Kms or 6 Months of Purchase (Whichever is earlier)
3 3rd Service (Free) - 10000 Kms or 1 Year of Purchase (Whichever is earlier)
Information on Service Process
1 Pre & Post Service Road Test
2 Replacement of Consumables
3 Complete Check-up of Vehicle
4 Final Inspection of Vehicle after Service
5 Top Wash, Underbody Wash & Vacuuming of Vehicle after Completion of Service
6 Follow-up from Workshop on 3rd Day, 6th Day & 30th Day after Service
Warranty Terms & Conditions
1 List of Parts not covered Under Warranty (Clutch, brake pads, bulbs etc.)
2 Warranty Conditions for Proprietary Items (Battery & tyres)
3 Terms & Conditions of Extended Warranty
4 Benefits of Extended Warranty
Workshop Facilities
1 Pick-up & Drop service
2 Shuttle Service
3 Customer Lounge & its Facilities
4 Location (In case its different) of Accidental Repair Facility
5 Maruti Mobile Service Workshop
6 Loaner Vehicle
7 Using Tablets for Job Card Opening
8 Automatic Car Washes
9 Body Repair Equipments like CRS, QPRS, etc.
10 Mobile Application Service
11 Service Appointment
Emergency Services
1 Workshop Help-line Number
2 MOS Help-line Number
Customers should be made aware of the service process by means of displaying posters/brochures in the workshop.

SAS 6/A7 Customer Lounge Feedback Form

Customer Lounge Feedback Form

Dear Customer,
Thank you for getting your car serviced at our workshop. We would like to know your valuable feedback on facilities availed
by you in our customer lounge. Please spare a few moments to answer the following, as it will help us in improving our
services and making your next visit a more enjoyable one.

Please put a tick mark () in the appropriate box.

1. Were you offered tea/coffee and snacks in the customer lounge?

a) Yes b) No

2. Was the AC cooling proper in the customer lounge?

a) Yes b) No

3. Were adequate reading materials like newspapers/magazines available in the customer lounge?
a) Yes b) No

4. Was the television in the customer lounge working?

a) Yes b) No

5. Was the customer lounge clean?

a) Yes b) No

6. Was the sitting arrangement enough and comfortable in the customer lounge?
a) Yes b) No

7. How do you rate the customer lounge in terms of cleanliness, comfort and amenities?
Unacceptable Average Good Excellent
1 2 3 4 5 6 7 8 9 10

8. Was internet facility available?

a) Yes b) No

9. While waiting in the customer lounge, was vehicle repair status updation provided?
a) Yes b) No

Suggestion: .............................................................................................................................................................................
..........................................................................................................................................................................................
Name: .............................................................................................. Date: .........................................................................
Regn. No.: ........................................................................................ Contact Telephone No.: .............................................
E-mail: .............................................................................................. Birthday Date: ............................................................

Thank you for your valuable feedback.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
86
SAS 7
Vehicle Inspection after
Service Completion and
Explanation to Customer

SAS 7
Objective
• To complete all the jobs on the vehicle
• To ensure customer is informed after
vehicle service is completed
• To ensure that the vehicle is delivered as
per promised time
• To ensure condition & cleanliness of
vehicle is satisfactory to the customer
• To ensure that the customer is explained
properly on jobs carried out &
charges levied
Customer Interface Process Standards

Step 1:
Update the customer about the delay in service/repairs

• Call the customer well in advance in case of delay in service/repairs. Responsibility

• SMS to the customer in case vehicle can not be delivered at the promised time. • Service Advisor

Step 2:
Inform the customer about vehicle readiness, cost
incurred & delivery time

• Follow the vehicle delivery check points (Refer the Check Points as per Annexure Responsibility
SAS 7/A1, Page 94).
• Make sure that all jobs have been completed on the vehicle and close the job card.
• Call the customer & inform about completion of service/repair.
• Take confirmation from the customer on his/her expected arrival time to take delivery of • Service Advisor
the vehicle.
• Request the customer politely to adhere to the delivery time for quality delivery.
• Be available to meet the customer for vehicle delivery at the confirmed time.

Step 3:
Send SMS for vehicle readiness

• Close the job card and generate pre-invoice, after completion of service/repairs. Responsibility
• Send SMS to the customer for vehicle readiness, on job card closing (Refer SMS SAS as • Front Office
per SAS 7/A2, Page 95). Operator

Step 4:
Invite waiting customers for vehicle inspection

• Inform the customer waiting at the customer lounge for post service inspection of Responsibility
the vehicle. • Service Advisor

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
88
Customer Interface Process Standards

Step 5:
Meet the customer on his/her arrival in the workshop

Responsibility
• Greet the customer.
• Call Service Advisor through public announcement system/mobile at vehicle delivery area. • Help Desk
Coordinator

Step 6:
Call the customer if he/she does not arrive at
appointed time for vehicle pick-up

• Call the customer in case of delay in his/her arrival & courteously enquire expected time Responsibility
of his/her arrival.
• Confirm the revised delivery time with the customer.
• Confirm your availability. • Service Advisor
• In case, you are not available, inform customer about the available SA for vehicle
delivery. Send contact no. of available SA to the customer.
Note: Works Manager must ensure delivery by the same Service Advisor for a satisfactory delivery experience.

Step 7:
Start the delivery process

• Greet the customer. Responsibility

• Call the Service Advisor and check his availability status. • Front Office Staff
• If SA is busy with other vehicle delivery engage the customer through explanation of • Help Desk
documents like pre-invoice, job done, etc., till Service Advisor's arrival. Coordinator
Note: In case of longer delay and if the customer is not ready to wait, the HDC should request the available Service Advisor/Technical
Advisor to follow the delivery process.

Step 8:
Provide details of the jobs carried out when the
customer inspects the vehicle

• Pick job card/Pre-invoice from the Vehicle Delivery Control Board (Refer SAS 11, Responsibility
Page 129).
• Accompany the customer to the ready vehicle.
• Show tablet/pre-invoice during vehicle inspection to the customer (Refer Pre-invoice • Service Advisor
as per Annexure SAS 7/A3, Page 96).

• Provide the following explanation to the customer: Responsibility

» Status of jobs completed including demanded jobs, as mentioned on the job card.
» Any additional jobs done.
» Any goodwill jobs. • Service Advisor
• Give proper justification for any job(s) which could not be carried out.

Step 9:
Inspect the engine room along with the customer

• Open the vehicle bonnet and explain the job(s) done (if any). Show necessary fluid levels Responsibility
and highlight the cleanliness of engine.
• Answer all customer queries and concerns. • Service Advisor

Step 10:
Inspect the vehicle externally along with
the customer

• Request the customer to inspect the vehicle externally. Responsibility

• Show vehicle cleanliness to the customer by opening all the doors.
• If the customer objects to any scratch/dent etc. check the pictures taken in tablet/job • Service Advisor
card noting (explain the customer appropriately with courtesy).

Step 11:
Inspect the vehicle interior along with the customer

• Request the customer to sit inside and inspect the interior of the vehicle. Responsibility
• Explain job(s) (if any) and highlight the cleanliness of the vehicle. • Service Advisor

Step 12:
Inspect vehicle boot (dickey) for inventory &
cleanliness

• Show the boot (dickey) cleanliness by lifting the boot cover. Responsibility
• Show the spare wheel, clean & inflated with correct pressure. • Service Advisor

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
90
Customer Interface Process Standards

Step 13:
Conduct vehicle road test along with the customer

• Request the customer for road test & check the vehicle performance. Responsibility
• Enter road test details in ‘Road Test Track Sheet’. (Refer Track Sheet as per Annexure • Service Advisor/
SAS 5/A5, Page 71). Technical Advisor
Note: Same SA/TA to accompany customer who did road test during job card opening.

Step 14:
Resolve any complaint/feedback reported by
the customer

• Take the following countermeasures in case of a defect/complaint by the customers: Responsibility

» Call the Technical Advisor in case of technical defect for immediate resolution.
» Contact the Dealer Technical Leader (DTL) for assistance to support any critical
problem diagnosis. • Service Advisor
» Provide proper explanation in case of perception related issues (Like low average,
cooling effectiveness etc.)

Step 15:
Handover old parts (if any) to the customer

• Show the vehicle inventory to the customer. Responsibility

• In case of replacement of any spare part, show the old part to the customer and
handover the same in a cloth bag.
• If any replaced part is under warranty, then clearly explain to customer that the replaced • Service Advisor
part will not be returned to him/her.

Step 16:
Request the customer to provide feedback on
washing & cleanliness

• Request the customer to fill the ‘Wash’ card (Refer Washing Satisfaction Card as per Responsibility
Annexure SAS 7/A4, Page 97).
• Share the content of the wash card with the Washing Supervisor.
• In case the customer gives any negative feedback in washing quality of the vehicle, • Service Advisor
ensure immediate action is taken for cleanliness as per customer’s satisfaction.
Note: In case customer does not give a ‘Smile’ rating in the ‘Wash’ card then it is considered as a negative feedback.

Step 17:
Give preventive maintenance tips to the customer

• Provide few important tips to the customer on the following periodic maintenance schedule: Responsibility
» Fuel efficiency
» Driving
» A/C efficiency • Service Advisor
» Benefits of following periodic maintenance schedule. (Refer Tips as per Annexure
SAS 7/A5, Page 98).

Step 18:
Show & explain next service due reminder sticker
on the vehicle

• Show the location of the next service due reminder sticker to the customer. Responsibility
• Inform the next service due in terms of kms & tentative date. • Service Advisor

Step 19:
Explain service charges to the customer

• Invite the customer to the front office for completion of the delivery process. Responsibility
• Use pre-invoice to explain and take customer’s confirmation on the following:
» Jobs completed & charges by referring to the points covered & confirmed by customer
during vehicle inspection.
» In case bill amount exceeds the estimate by more than 5%, them provide justification • Service Advisor
for the same to the customer. • Front Office Staff
» Warranty repairs (if any)
» Discounts, promotion etc. (if any)
Note: In case customer does not agree to the charges explained, carryout the following process:
• Be courteous and appreciate customer concerns.
• Re-confirm each job details and charges taken based on approval rates.
• If customer is still not convinced then request Works Manager to meet the customer.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
92
Customer Interface Process Standards

Step 20:
Take customer’s approval on pre-invoice

Responsibility
• Take customer’s approval on pre-invoice and request for his/her signatures.
• Service Advisor

• Information to customer when vehicle is ready.

• Vehicle ready at promised time
Customer • Explanation of the work and charges after service completion
Satisfaction • Vehicle inspection and road test with the customer.
Impact Points • Washing and cleaning of the vehicle
• Work done right first time
• Informed when to schedule next visit (Next service reminder)

SAS 7/A1 Service Advisor Delivery Check Points

Service Advisor Delivery Check Points

1 Vehicle inspection after service/repair completion (after final washing)

2 Confirmed demanded repairs completion before customer arrival

3 Next service due sticker pasted on the vehicle

4 Informed the customer regarding service/repair completion

5 Vehicle shown to the customer before final invoice generation

6 Road test done with the customer (if required along with TA)

7 Explained about the old parts in the vehicle

8 Explained the customer about the next service due date & mileage

9 Explained about service/repair charges through pre-invoice

10 Explained the customer about the work that may be required to be done in future

11 Customer awareness regarding the internal feedback card

12 Instant feedback taken from the customer

13 Thank customer for his/her service visit

Note: • Delivery check points should be displayed as poster/board in the workshop.

• Delivery check points should be available with the Service Advisors as pocket card.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
94
Customer Interface Process Standards

SAS 7/A2 SMS on Job Card Closing

SMS on Job card Closing

Dear Customer, The repair work on your car is about to complete. Car will be ready in next 45 min.

Pls contact Mr. <Name of Service Advisor>, <Mobile No.>, for details.

Rgds, <Name of Workshop>

SAS 7/A3 Pre-Invoice (Service/Bodyshop)

Pre-Invoice (Service/Bodyshop)

Customer ID: Job Card No: Job Card Date:

Customer Name and Address: Regn. No.: Sales Date:

Model:

Chassis No.:

Mileage:

Phone No. (R): Service Advisor Name:

Mobile: Service Type:

Taxable Taxable Paid Labour

Part No. Description Rate Quantity
Amount Amount Charges

Remarks: Sub Total Amount:

Less Discount:

VAT @:

For Workshop: Service Tax @:

Edu. Cess on Service Tax:

Sub Total Amount:

Customer Signature: Service Advisor: Net Bill Amount (Rounded):

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
96
Customer Interface Process Standards

SAS 7/A4 Wash-Satisfaction Card

Wash-Satisfaction Card Wash-Satisfaction Card

Vehicle Registration No. Vehicle Registration No.

Date Date

Rating (Please Tick)

Dear Sir/Madam, S.No. Rating Area
9-10 7-8 1-6
1 External Body
We have had the pleasure to wash and clean your vehicle.
2 Tyres
3 Bumper
Please may we request you to kindly give a rating on the
Interior (Except seat
reverse of this hanger. 4
dry cleaning)
5 Boot/Dickey
Thank you 6 Engine Hood
7 Glasses/Mirrors
Wishing you a happy & safe drive Customer Remarks:
.....................................................................................
For Vehicle Washing Team ........................................ Signature .............................

Action taken on negative feedback:

.....................................................................................
(Signature of Washing Supervisor)
.....................................................................................

SAS 7/A5 Suggested Driving Tips for explanation to the Customer

Suggested Driving Tips for explanation to the Customer

Preventive Maintenance Driving Tips:

A perfect driver does not exist. The endeavour of every motorist should be to strive for perfection. Safety consciousness not only
ensures our safety and the safety of other road users, it also helps reduce the wear and tear on your vehicle, prolongs its life, gives
more mileage and ensures a comfortable driving experience.

A. Starting
1. Adjust the driver’s seat for the proper driving posture.
2. Adjust the rear view mirror so as to obtain the best possible rear view.
3. Before moving off, look forward and back to confirm safety.
4. Don’t start quickly, for it is dangerous and wastes fuel.

B. Braking
1. Use the parking brake when parking your vehicle and shift the gear shift lever into the first gear or reverse gear position for the
sake of safety.
2. Do not use hand braking unless unavoidable. It causes the vehicle to skid and rear end collisions occur. It is especially dangerous
when the tyres are worn, for they allow a larger skid. Use foot brake in three stages (i) Warn the vehicle behind you. (ii) Gradually
apply the brake. (iii) Bring the vehicle to a halt.
3. When driving downhill, try not to apply the brake but use the engine brake effectively. Overuse of the foot brake may result in
total brake failure.
4. Avoid reckless high speed driving and try to drive at a safe speed suitable for the road conditions while maintaining a
constant speed.
5. Higher the speed, narrower the driver’s visual range becomes. In such a state, it is difficult to anticipate any hazard and the driver
feels much fatigued.
6. Never do sharp handling during high speed driving. You will lose your control over your vehicle.
7. When overtaking or changing the lane while driving at a high speed, keep an ample vehicle-to-vehicle distance.

C. General Driving
1. Be sure to stop before the stop light and stop sign. When moving into the intersection without any traffic lights or signs, drive
slowly to confirm safety.
2. Always follow other vehicles at a safe distance in order to prevent a rear-end collision, if the vehicle ahead make a sudden stop.
3. Turn ON the turn signal at least 30 meters before making a turn or changing the lane so as not to be hit from behind.
4. Before entering a corner, decelerate to a safe speed. Do not apply brakes during cornering, or a cornering skid may occur.
5. When overtaking other vehicles, watch out for the oncoming vehicle and carefully confirm the safety.
6. Do not attempt zigzag driving which will hinder your control over the vehicle and cause an accident.

D. Tyres
1. Make sure your tyres are in good condition and always maintain the specified tyre pressure.
2. Do not use tyres other than those specified by Maruti Suzuki. Never use different sizes or types of tyres on the front and rear
wheels. Never use oversized tyres or special shock absorbers and springs to raise (jack up) your vehicle. This will change the
handling characteristics.
E. Night Time Driving
1. Drive more slowly at night than in the daytime, for the visual range is restricted at night.
2. Do not overtake other vehicles at night. Darkness bothers your sense of speed and hinders your judgment on the vehicle-to-
vehicle distance.
3. Do not use the high headlight beam unless its use is inevitable. Its dazzle may blitz the driver of the oncoming vehicle, thus
causing an accident.
4. Always keep the window glasses clean. Do not operate the windshield wiper when the windshield glass is dry or the wiper blade
and glass may get damaged.

Continued on next page

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
98
Customer Interface Process Standards

Continued from previous page

F. Driving on Wet/Slippery Roads

1. When driving on wet roads, avoid driving through large amount of standing water on the road. Large amount of water entering
the engine compartment may cause damage to the engine and or electrical components.
2. If stuck in deep water, do not start till water level drops.
3. Water is incompressible substance, water inside engine is harmful to the engine.
4. After driving through water, test the brakes while driving at a slow speed to see if they have maintained their normal
effectiveness. If the brakes are less effective than normal, dry them by repeatedly applying the brakes while driving slowly until
the brakes have regained their normal effectiveness.
5. Under slippery road conditions you should drive at a lower speed than on dry roads due to possible slippage of tyres during braking.
6. On rainy days, ‘Aquaplaning’ can occur. Aquaplaning is the loss of direct contact between the road surface and the vehicle’s tyres
due to a water film forming between them. Steering or braking the vehicle while ‘Aquaplaning’ can be very difficult, and loss of
control can occur. Keep speed down when the road surface is wet.

G. High Speed Driving

1. When driving at a high-speed, pay attention to the following:
» Stopping distance progressively increases with the vehicle speed. Apply the brakes far enough ahead of the stopping point to
allow for the extra stopping distance.
» At high speed, the vehicle may be affected by side winds. Therefore, reduce speed and be prepared for unexpected buffeting,
which can occur at the exits of tunnels, when passing by a cut of a hill, or when being overtaken by large vehicles, etc.

H. Driving on Hills
1. When climbing steep hills, the vehicle may begin to slow down and show a lack of power. If this happens, you should change to
a lower gear so that the engine will again be operating in its normal power range. Change rapidly to prevent the vehicle from
losing momentum.
2. When driving down hill, the engine should be used for braking by shifting to next lower gear.
3. Try not to hold the brake pedal down too long or too often while going down a steep or long hill. This could cause the brakes to
overheat, resulting in reduced braking efficiency.
4. When descending a down hill, never turn the ignition key to the ‘Off’ position. Emission control system damage may result.

I. Long Distance Driving

1. Be sure to perform safety checks before starting a trip.
2. Take rest at certain intervals to prevent an accident which may occur when you are sleepy or tired.

Tips for Getting Good Fuel Average:

A. Gear shifting pattern:
1st Gear - 0 to kmph
2nd Gear - 10 to 20 kmph
3rd Gear - 20 to 30 kmph
4th Gear - 30 to 40 kmph
5th Gear - 40 kmph & above
B. Engine idling: If your vehicle’s engine is on while your vehicle is going to be at rest for more than a minute, it is advisable to stop
the engine & start it again later.
C. ‘Fast’ starts: Fast starts away from lights or stop signs consumes excessive fuel & shorten engine life. Start off slowly.
D. Unnecessary stops: Try to maintain a slow, steady speed whenever possible. Stopping, slowing down & then accelerating again
uses more fuel.
E. Steady cruising speed: Keep the speed constant as per road & traffic conditions and avoid excessive fluctuations.
F. Clean air cleaner (Only for petrol engine): Dirty air cleaner will cause the fuel system to supply too much fuel for the amount of
air being supplied resulting in waste of fuel due to incomplete combustion.
G. Minimum weight: Heavier the load, more the fuel consumed. Keep the vehicle free of unnecessary luggage or cargo.
H. Correct tyre pressure: Less tyre pressure leads to excessive fuel usage. Keep your tyres inflated to the correct pressure shown on
the label on the driver’s side door or the driver’s door lock pillar.

Payment, Documentation
& Vehicle Delivery

Objective
• Timely completion of payment process
& vehicle delivery
• Capture instant feedback from the SAS 8
customer and resolve concerns, if any
Customer Interface Process Standards

Step 1:
Generate vehicle invoice

Responsibility
• Accompany the customer to the Front Office Staff to begin the payment process.
• Service Advisor

• Greet the customer & receive the pre-invoice & job card from the Service Advisor.
• Front Office Staff
• Prepare the vehicle invoice.

Step 2:
Escort the customer to the cash counter, for signing
of invoice & job card

Responsibility
• Accompany the customer for payment at the cash counter.
• Service Advisor

• Greet the customer & request to sign on the invoice & job card. • Cashier

Step 3:
Assist the customer in case of rush at the cash counter

Responsibility
• In case of rush at the cash counter or any delay, apologize to the customer and offer
him/her refreshments. • CCE
• Lobby Hostess
Note: In case of rush at the cash counter, the workshop shall arrange an additional Cashier.

Step 4:
Handover the vehicle invoice to the customer

• After receiving payment from the customer, handover the following documents in an Responsibility
envelope to the customer:
» Original invoice
» Gate pass
» Payment receipt • Cashier
» CSI feedback form
• Thank the customer

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
102
Customer Interface Process Standards

Step 5:
Invite the customer for instant feedback

Responsibility
• After the customer has made the payment, request him/her to come to the ‘Customer
Feedback Corner’ and provide an instant feedback on the service experience. • CCE
• Lobby Hostess

Step 6:
Customer uses touch screen/feedback form to give
instant feedback on service experience

• Instant feedback process is as follows: Responsibility

» Customer uses an instant feedback touch screen/computer screen for providing
feedback at interactive feedback corner (Refer Instant Feedback Card as per
Annexure SAS 8/A1, Page 105).
» Assist customer, if required.
» If customer complains/raises concern on any service(s)/short-coming(s) in the vehicle • CCE/Lobby Hostess
service, take immediate action for resolution.
• Re-confirm customer satisfaction.
• Thank the customer with a smile.
Note:
1. Workshop must implement ‘SMS’ application.
2. A ‘Thank you’ SMS will be sent to the customer for positive feedback, in case of negative feedback an alert SMS will be sent to the
workshop staff.

Step 7:
Remind the customer to provide feedback on service experience

• Remind customer to send back the duly filled CSI feedback form by post/e-mail Responsibility
(Refer CSI Feedback Form as per Annexure SAS 8/A2, Page 106).
• Inform the customer to provide feedback during PSF on 3rd day/6th day call. • Service Advisor

Step 8:
Request the customer to accompany for
vehicle delivery

• Request the customer to accompany for vehicle delivery. Responsibility

• Handover all personal inventory & documents (If kept by workshop during vehicle
handover in the morning). • Service Advisor

Step 9:
Request the customer to be seated in the vehicle

• Open the vehicle door for the customer and thank the customer for his/her visit. Responsibility
• Wish the customer a ‘Comfortable & Safe Drive’. Suggest to use seat belt (front & rear),
not to use mobile phone during driving etc.
• Provide assurance to the customer about any assistance for all their vehicle needs and • Service Advisor
that he will look forward for their next visit to the workshop.

Step 10:
Request the customer for gate pass

• If required, escort the customer vehicle till the exit gate and help the customer with Responsibility
security clearance. • Service Advisor

• Request the customer for the gate pass and thank for the visit
• Security Staff
• Safely guide the customer to the main road.

• Courtesy and helpfulness of billing staff

Customer • Attention of Service Advisor
Satisfaction • Reasonable time to complete paper work
Impact Points • Thank the customer for his/her service visit

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
104
Customer Interface Process Standards

SAS 8/A1 Instant Feedback Card

Instant Feedback Card

Dear Customer,
Thank you for getting your car services at our workshop. We would like to know how we performed. Please spare some
moments to give us your valuable feedback as it will help us in improving our services.

Please rate your service experience for the following parameters on scale of 1-10 as under:

Excellent (10) Very Good (9) Good (8) Fair (7) Poor (6 & below)

Q. No. Question Description Rating Specific Remarks

1 Your overall experience with us.

Friendliness and courtesy shown to you while receiving

2
your vehicle.

Experience while waiting for your car to complete

3
necessary service/repairs.

Satisfactory explanation of charges, based on work

4
demanded by you.

5 Quality of work done.

6 Cleanliness of vehicle, interior as well as exterior.

Friendliness and courtesy shown to you, while delivery

7
of your vehicle.

8 Any other suggestions:

Name: ............................................................................ Date: ................................................................................

Reg. No.: ........................................................................ Telephone No. ..................................................................

E-mail: ............................................................................ Birthday Date: ..................................................................

SAS 8/A2 CSI Feedback Card

CSI Feedback Card

Dear Sir/Madam,
We are thankful to you for patronizing Maruti Suzuki. We hope that you are satisfied with our services offered by our service workshop.
In our constant endeavour to provide you better services, your valuable feedback is important to us. I would therefore request you to
spare some time for giving your valuable feedback on your experience with our workshop service/repairs, as per questionnaire given in
this feedback card. This will help us in improving our services.
Please send us the filled feedback card as given below, in the enclosed prepaid business reply envelope.

Regards, Yours sincerely,

<Workshop Name>
<Address>
(Name of person & designation)
Please cut from here

Service Feedback Card

Please rate our service workshop with respect to your most recent visit
on a scale of 1-10 as under: (Please put ‘’ mark against your rating) Excellent Good Average Poor
S. No. Attributes 10 9 8 7 6 5 4 3 2 1
When you arrived at the workshop, how long did it take
1
before you were greeted by someone/Service Advisor?
Please rate the time taken for handing over your
2
vehicle for service/repair to workshop.
Initiating the
Service Visit

Please rate the ease of arranging your visit to

3 workshop through appointment call, SMS, service
reminder, etc.
Workshop flexibility to accommodate your visit for
4
service/repair as per your convenience.
Please rate the whole process of getting your vehicle
5
in for service/repair.
6 Courtesy/friendliness of Service Advisor.
Please rate the response of Service Advisor during
Service Advisor

7
your visit.
8 Understanding of problem with the vehicle.
Explanation of work to be done, charges & delivery
9
time, while receiving the vehicle.
Please rate the overall performance of the
10
Service Advisor.
Please rate the time taken by workshop staff for
11
delivering your vehicle, after service/repairs.
When Picking-up Your
Vehicle After Service/

12 Fairness of the charges.

Helpfulness of workshop staff to make payment and
13
Repairs

for handing over the vehicle after service/repair.

14 Vehicle ready at promised time.
Explanation of work done & charges for service/repair
15
at the time of delivery of the vehicle.
Please rate your overall experience of picking-up your
16
vehicle after repairs from this workshop.
Continued on next page

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
106
Customer Interface Process Standards

Continued from previous page

17 Ease of driving in/out of workshop.

Service Facility

18 Convenience of location & hours of operation.

19 Cleanliness of workshop service facilities.
Comfort of waiting area (including seating,
20
amenities, refreshments).
21 Please rate the overall workshop service facilities.
22 Total time required to service/repair of your vehicle.
23 Thoroughness of maintenance/repair work performed.
Service Quality

24 Please rate all the work done right the first time.
25 Availability of spare parts for service/repair.
Conditions (Undamaged, controls and positions
26
unchanged) & cleanliness of vehicle on return.
Please rate the overall quality of work performed on
27
your vehicle.
Please rate the overall workshop performance on
28
service/repair.
Please put () against the questions under Yes/No/NA category
Was your vehicle picked up for service/repair and
29 Yes No Not Applicable
delivered back at your premises?
Was transportation (Shuttle Service) provided
30 for dropping and picking you from nearest Yes No Not Applicable
convenient location.
Was free loaner car provided, if your vehicle
Others

31 retained for more than 24 hours for warranty repair Yes No Not Applicable
at workshop?
Were you notified by the service centre when your
32 Yes No Not Applicable
vehicle was due for routine maintenance?

33 Is the service centre open on weekends? Yes No Not Applicable

Were you contacted after the service/repair to see if

34 Yes No Not Applicable
the work was performed to your satisfaction?
A) Definitely Yes C) Probably Yes
Based on your overall experience with us, would you recommend our
workshop to friends or relatives.
B) Definitely No D) Probably No
Comments/Suggestions:

Signature of person filling the form

Name: ......................................................................................

Post-Service
Follow-up (PSF)

Objective
• Capture customer feedback on his/her
service experience and resolve the
concerns, if any
• Timely feedback on service for
preventive & corrective measure to
improve service process
SAS 9
Customer Interface Process Standards

Service Advisor PSF Contact Customer Care Executive (CCE) PSF Contact

Process Flow for

Post-Service
Follow-up (PSF)
Contact

CCE CCE/System
Generated

30th Day PSF call

feedback on vehicle Thank you SMS on the
performance & any same day of service
other concern

Delighted Customers

Customer Care
Service Advisor
Executive (CCE)

3rd Day PSF call to

6th Day PSF call
know level of service
re-confirm satisfaction
satisfaction

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
110
Customer Interface Process Standards

Contact Day Type of Contact/Call Contacted by Content of Call

• Thank you for availing dealership services

Same day as service SMS CCE/System
• Contact number for any assistant

• Identify their level of satisfaction with services

3rd Day after service Call Service Advisor • Contact service, repair & bodyshop customers
• Resolve complaint/enter satisfaction in DMS

• Re-confirm satisfaction on workshop

experience in service/repair/bodyshop/pick-up
6th Day after service Call CCE
& drop services
• Resolve complaint & enter details in system

30th Day after • Feedback on vehicle performance & any

Call CCE
service other concern

Note: Please Refer Scripts for above mentioned contact points mentioned in SAS 1, Page 9.

• Responsiveness of Service Advisor

• Contacted after service in 3 days or less
Customer • Call the customer as per his/her convenient date & time
Satisfaction • Same day ‘Thank you’ SMS to the customer
Impact Points • 3rd Day PSF by Service Advisor
• PSF with the customer as per his/her convenience

SAS 9/A1 Thank you SMS on Same Day of Service

Same Day SMS (Same day as service) – Message Script

Dear Customer, We thank you for your visit and look forward to see you again.

Pls ensure regular periodic maintenance of your vehicle for comfortable drive.

Regards, <Name of Workshop>

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
112
Customer Interface Process Standards

SAS 9/A2 3rd Day PSF: Call Script for Service Advisor

3rd Day PSF: Call Script for Service Advisor

Greet the customer, “Good morning/Good afternoon. Be courteous and keep smiling during the phone conversation”.

Sir/Madam, Am I speaking to ………………….. (Name of person who came for service)

I am your Service Advisor ……….. (Give your name) calling from (Dealer name).
How are you Sir/Madam? (Wait for customer response).
Request to know if this is the right time to talk to you?
(In case customer says no take an appointment date & time to call back)
How is your vehicle performance after service/repairs in our workshop?
(Note customer's response)

-----------------------------------------------------------------------------------------------------------------------------------------------------------------
(In case customer is dissatisfied then follow the complaint management process and offer to send emergency road assistance/
pick-up vehicle immediately)
(If customer says all is well then state) “Thank you. Please feel free to call me in case you have any clarification or require any
service support.”
(If CSI Card not received) “Please may I also request you to kindly spare your precious time and fill the CSI card handed
over at the time of delivery. Request you to kindly send it back by post. Your feedback is of immense importance
for us.”

-----------------------------------------------------------------------------------------------------------------------------------------------------------------

“Please call me for any assistance. My name is ...................................... and my contact number is...............................
(Wait for customer response)
“Thank you for your time”
“Have a good day” (Or evening depending on time of the day)
(End the call after customer ends the call)

6th Day PSF Call (For Customer who Personally came for
SAS 9/A3
Service/Repairs to the Workshop)

6th Day PSF Call (For Customer who Personally

came for Service/Repairs to the Workshop)

Greet the customer, “Good morning/good afternoon/good evening Sir/Madam”.

Identify yourself, purpose of call and ask whether it is convenient to the customer, to talk for giving feedback on vehicle performance &
service experience.
I am (Name) ........................ speaking from (Dealer name) ...................................... We want to take your feedback on the
performance of your Maruti (Model) ................ (Registration no.) ............................ Please may I speak to you for few minutes?
(If customer says ‘Ok’ then continue the conversation. If ‘No’, stop the conversation and call again as per customer convenient time and date).
Give details to the customer about the last repair done and the date of repair.
We had an opportunity to attend your vehicle in our workshop on (date) ........................ for............ type of service/repair.

Please request the customer to respond on following questions as mentioned below:

1. How is the vehicle performance now? (Satisfied/Dissatisfied)
If dissatisfied, find out the cause and ask for a convenient date/time for bringing the vehicle to the workshop.
2. Were all the demanded repairs completed as requested by you? (Yes/No)
If No, then please enter the specific details of repair, not completed in PSF list.
3. Were all the problems of your vehicle fixed in the first visit? (Yes/No)
If No, then enter the details of problem in PSF list.
4. Was your vehicle delivered as per promised time? (Yes/No)
If No, then enter the delay time in the PSF list.
5. Were you satisfied with the washing quality of your vehicle? (Yes/No)
If No, then enter the specific details of complaint in PSF list.
6. Was the work done on the vehicle & service charges, explained at the time of vehicle delivery? (Yes/No)
7. How will you rate the performance of your Service Advisor in the recent service visit? (Yes/No)
8. Did you visit the workshop with prior appointment? (Yes/No)
If No, go to question No. 10
9. If Yes, ask the question “Did you get an appointment, as you desired?” (Yes/No)
If No, then mention the period for delay in getting an appointment.
10. What is the overall satisfaction with the service provided? (Satisfied/Dissatisfied)
11. How would you rate the service/repair experience on a scale of 1-10? Considering 9-10 as excellent, 9 as good, 8 &
below are average/unacceptable.
If customer is dissatisfied (Gives a rating of 8 or less), choose as applicable:
Sir/Madam, we are sorry that the vehicle repair was not done to your satisfaction during your last visit.
i. Please inform a convenient date/time when you can bring the vehicle to our workshop for attending the problems
mentioned by you? Or
ii. We shall depute our staff to attend to the problem at your premises. Our staff shall take an appointment with you
prior to visiting you. Or
iii.We sincerely assure you that we shall improve our services and provide satisfactory service on your next service.
Once again we apologize for the inconvenience caused to you.
CCE should inform the customer about the workshop working hours & 7 days working, if available.
Conclude the conversation by stating, We thank you for your feedback & sparing your valuable time. Good day/evening,
Sir/Madam.

End the call after customer ends the call.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
114
Customer Interface Process Standards

6th Day PSF Call (For Customer who availed Doorstep

SAS 9/A4
Service for Service/Repairs) through MMS

6th Day PSF Call (For Customer who availed Doorstep

Service for Service/Repairs) through MMS

Greet the customer, “Good morning/good afternoon/good evening Sir/Madam”.

Identify yourself, purpose of call and ask whether it is convenient to the customer, to talk for giving feedback on vehicle performance
& service experience.
I am (Name) .................................. speaking from (Dealer name) .................................. We want to take your feedback on the
performance of your Maruti (Model) ......................... (Registration no.)......................... Please may I speak to you for few minutes?
(If customer says ‘Ok’ then continue the conversation. If ‘No’, stop the conversation and call again as per customer convenient time
and date).
Sir/Madam we had provided doorstep service for (Service/repair type) ............................... on (Date) ............................... at your
residence/convenient location.

Please request the customer to respond on following questions as mentioned below:

1A. How is the vehicle performance now? (Satisfied/Dissatisfied)
If satisfied go to question No. 2
1B. If dissatisfied, enter the complaint in PSF list & ask for a convenient date/time for vehicle checkup through doorstep service/vehicle
checkup at the workshop. To find out the cause please ask, did you demand this repair during your last visit? (Yes/No)
If answer is No, then enter it as new complaint & go to question no. 2.
If yes, please check in the demanded repair list, if available & action is also taken, then enter the reason as work not done first time
right in PSF list otherwise enter the reason as demanded repair not completed.
2. Did you receive the desired service appointment for doorstep service. (Yes/No)
3. Did you get a confirmation call on the previous day of the doorstep service. (Yes/No)
4. Were you explained the jobs to be done and charges before starting the job? (Yes/No)
5. Was the time taken to service your vehicle reasonable? (Yes/No)
If No, then delayed by how much time? Enter the details in PSF list.
6. Were the charges same, as per the estimate provided to you? (Yes/No)
7. Was the repair done & charges explained to you before the vehicle was delivered to you? (Yes/No)
8. Were you satisfied with the washing quality of your vehicle? (Yes/No) (In case vehicle washing was done)
9. Was the workshop staff courteous? (Yes/No)
10. Are you satisfied with the quality of doorstep service provided by us? (Yes/No)
11. How would you rate the overall service experience on a scale of 1-10?
Considering 9-10 as excellent, 9 as good, 8 & below are average/unacceptable.

Conclude the conversation by stating, We thank you for your feedback & sparing your valuable time. Good day/evening,
Sir/Madam.

End the call after customer ends the call.

6th Day PSF Call (For Customer who availed Pick-up &
SAS 9/A5
Drop Facility for Service/Repairs)

6th Day PSF Call (For Customer who availed

Pick-up & Drop service for Service/Repairs)

Greet the customer, “Good morning/good afternoon/good evening Sir/Madam”.

Identify yourself, purpose of call and ask whether it is convenient to the customer, to talk for giving feedback on vehicle performance
& service experience.
I am (Name) ............................................ speaking from (Dealer name) ............................................ We want to take your
feedback on the performance of your Maruti (Model) ............................. (Registration no.) ..................................... Please may
I speak to you for few minutes? (If customer says ‘OK’) then continue the conversation. If ‘No’ stop the conversation and call again
as per customer convenient time and date).

Sir/Madam we had picked up your vehicle for (Service/repairs type)................................ on (Date) ......................... from your
residence/office and dropped it back to your residence/office on ...................... (Date) through our Pick-up and Drop
Associate (Name) Mr.......................

Please request the customer to respond on following questions as mentioned below:

1A. How is the vehicle performance now? (Satisfied/Dissatisfied)
If Satisfied go to question No. 2
1B. If dissatisfied, enter the complaint in PSF list & ask for a convenient date/time for bringing the vehicle to the workshop. To find
out the cause please ask did you demand this repair during your last visit? (Yes/No)
If answer is no, then enter it as new complaint & go to question no. 2
If yes, please check in the demanded repair list, if available & action is also taken, then enter the reason as work not done first
time right in PSF list otherwise enter the reason as demanded repair not completed.
2. Did you get a confirmation call on the previous day of picking up your vehicle for fixing the vehicle pick-up time? (Yes/No)
3. Did you get a call from workshop to confirm/clarify the demanded job as mentioned on the pick-up not after vehicle
reach at the workshop? (Yes/No)
4. Were you explained the jobs to be done and changes before starting the job? (Yes/No)
5. Was the vehicle ready as per promised delivery time? (Yes/No)
If No, then delayed by how much time? Enter the details in PSF list.
6. Were the charges same, as per the estimate provided to you. (Yes/No)
7. Was the repair done & charges explained to you before the vehicle was delivered to you. (Yes/No)
8. Were you satisfied with the washing quality of your vehicle? (Yes/No)
9. Was the Pick-up & Drop Associate courteous? (Yes/No)
10. Are you satisfied with the quality of pick-up & drop service provided by us? (Yes/No)
11. How would you rate overall service experience on a scale on 1-10? Considering 9-10 as excellent, 9 as good,
8 & below are average/unacceptable.
CCE should inform the customer about the workshop working hours & 7 days working, if available.
Conclude the conversation by stating. We thank you for your feedback & sparing your valuable time. Good day/evening,
Sir/Madam.

End the call after customer ends the call.

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
116
SAS 10
Attending Customer
Complaints at the
Workshop

Objective
• To attend & resolve complaints of
customer who visit the workshop
SAS 10
Customer Interface Process Standards

Why do customers complain?

• When customers expectations are not fulfilled.
• Customers are concerned about certain inefficiencies.

Customer expectations from a Maruti Suzuki Dealer:

• Workshop staff is courteous & knowledgeable.
• Workshop staff is caring & responsive towards his/her requirements & queries.
• Dealer is reliable & trustworthy regarding completion of his/her demanded repairs & fairness of charges.

Direct Walk-in Post-Service

at Workshop Follow-up

E-mail & Letter to

Any Time Maruti MSIL & Dealer

Sources of
Complaint

24/7

Media & Website Call to the Dealer

Complaints are also generated from the various sources as mentioned below:
1. Instant feedback card
2. Dealer and Maruti Suzuki CSI feedback card
3. Owner’s Manual IQS feedback card etc.
4. Telephonic Surveys

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
118
Customer Interface Process Standards

Step 1:
Greet the customer

Responsibility
• Receive the customer as per the process mentioned in SAS 4, Page 51.
• Security Staff

Step 2:
Escort the customer to CCM in case of revisit/
complaint/feedback/query

• For customers visiting the workshop in case of: Responsibility

» Revisit (Within 1 month or 3,000 kms)
» Repeat vehicle problem
» Any compliant/grievance (May be due to previous visit in other workshop) • Help Desk
» Vehicle problem at low mileage Coordinator (HDC)
• Greet the customer, escorts him/her to CCM.
• In case of prior appointment, keep the required information ready.

Step 3:
Assure the customer that his/her complaint will be
attended immediately

• Greet the customer with a smile as per local culture. Responsibility

• Request the customer to be seated and offer refreshments.
• Provide your visiting card to the customer. • Customer Care
• Make the customer comfortable and assure him/her that the complaint will be attended Manager
with top priority.

Step 4:
Expedite concerned Service Advisor to meet the customer

• Understand the customer's concerns (Refer vehicle history) & call concerned Responsibility
Service Advisor (SA who attended the customer in last visit).
• Introduce the customer to concerned SA. • Customer Care
• Inform the complaint details to the Works Manager. Manager

• In case concerned SA is not available, Responsibility

» Escort customer to the Work Manager. • Customer Care
» Ensure more skilled and experienced Service Advisor is nominated to attend the customer. Manager
Note: In case the customer is visiting with the prior appointment (CCM must keep the vehicle history ready).

Step 5:
Customer reporting for soft issues

• Customer complains of soft issues: Responsibility

» Personal valuable missing in last service.
» Any damage/dent in the vehicle during last service.
» Delay in delivery/poor explanation/fairness of charges etc. • Customer Care
• Verify the details by analysing feedback/information from concerned staff. Manager
• Provide proper explanation/justification to the customer to resolve his/her concerns.
• Apologize to the customer for the inconvenience.

Step 6:
Customer explains performance issues in the vehicle
to the Service Advisor

• Attentively understand the customer’s concern. Responsibility

• Assure the customer that his/her issues will be resolved.
• Apologize to the customer for the inconvenience after understanding the • Service Advisor
customer’s concern(s).
Note: Please inform the Works Manager to meet the customer in case of critical complaint by the customer.

Step 7:
Request the customer for vehicle inspection

• Request the customer for vehicle keys. Responsibility

• Request the customer to accompany to the vehicle along with the required details
like last visit job card, vehicle history etc. • Service Advisor

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
120
Customer Interface Process Standards

Step 8:
Inspect vehicle for the issue

• Inspect the vehicle for the issue(s) mentioned by the customers. Responsibility
• Refer vehicle history and last visit details (through tablet/printout) to understand the
vehicle concern.
• Take a road test with the customer, if required.
• Open the job card on priority, with the customer.
• Inform the customer about the estimated time for resolving the vehicle problem(s).
• Request him/her to wait in the customer lounge.
• Provide a Shuttle Service, in case customer wants to leave the vehicle for repairs.
• In case of diagnostic support, approach Dealer Technical Leader (DTL) for resolution of • Service Advisor
the complaints.
• Refer to the following:
» Technical tracker system in DMS (Refer Tracker System as per Annexure
SAS 10/A1, Page 124).
» Technical Help Desk
» Contact TSM/RTL
• Inform Works Manager for diagnostic concern and estimated delay in complaint resolution.
• Suggest steps for critical diagnostic concerns & coordinate to avoid delay in complaint
• Works Manager
resolution (if required).
Note: Check tagging in the workshop for identification as complaint vehicle.

Step 9:
Update the customer complaint in CCMS

Responsibility
• Enter the customer feedback in Customer Complaint Management System (CCMS). • Customer Care
Manager

Step 10:
Inform the customer after completion of repairs

• Inform the customer about vehicle readiness after completion of service/repairs. Responsibility
• Apologize to the customer for the inconvenience caused. • Service Advisor

Step 11:
Inspect the vehicle along with the customer

• Request the customer to inspect the vehicle. Responsibility

• Handover the vehicle for re-repair in case of any pending concern identified by the
customer after vehicle inspection.
• Take customer’s confirmation on the complaint being resolved (if required, through road
test along with the customer).
• Inform goodwill jobs done on the vehicle (e.g. free wash etc.). • Service Advisor
• Apologize for the inconvenience & request the customer to sign the satisfaction note
(Refer Satisfaction Note as per Annexure SAS 10/A2, Page 125).
• Inform CCM and WM about customer satisfaction on his/her resolved issues.
Note: Vehicle inspection to be done along with Works Manager (As per the criticality of the complaint).

Step 12:
Request the customer to accompany for
vehicle delivery

• Assure the customer of best of the services to be provided in future. Responsibility

• Request the customer to accompany him/her to the vehicle delivery area for handing
over the vehicle. • Service Advisor

Step 13:
Handover the vehicle to the customer

Responsibility
• Handover the vehicle to the customer in a courteous manner.
• Service Advisor

Step 14:
Call the customer after 3 days to check his/her
satisfaction

• Call the customer in presence of Customer Care Manager and confirm customer Responsibility
satisfaction on 3rd day of the service/repair. • Service Advisor

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
122
Customer Interface Process Standards

Step 15:
Call the customer on 6th day and confirm his/her
satisfaction on vehicle performance

• Call the customer on 6th day of the customer visit and confirm customer satisfaction. Responsibility
• Update the record in the Customer Complaint Closing Report (Refer Customer • Customer Care
Complaint Closing Report as per Annexure SAS 10/A3, Page 126). Manager

Step 16:
Analyse reason of generation of complaint

• Attribute the complaint based on reason analysis. Responsibility

• Plan countermeasure for improvement based on the identified reason for • Customer Care
complaint generation. Manager

• Responsiveness of Service Advisor

• Contacted after service in 3 days or less
Customer • Dealer calls are received convenient to customer date & time
Satisfaction • Same day ‘Thank you’ SMS to the customer
Impact Points • 3rd Day PSF by Service Advisor
• PSF with the customer as per his/her convenience

SAS 10/A1 Technical Tracker System

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
124
Customer Interface Process Standards

SAS 10/A2 Satisfaction Note

Satisfaction Note

Date: ..................................................

This is to certify that my vehicle details as mentioned below:

Registration No. .............................................. Model: ..............................................

Job Card No. & Date: .............................................. Mileage: ..............................................

My vehicle has been attended at workshop/home visit for the following complaints:
• .....................................................................................................................................................................................
• .....................................................................................................................................................................................
• .....................................................................................................................................................................................

Road test done: Yes/No Vehicle checked by: ..................................................

I have taken the delivery of my vehicle along with all the belongings in good condition.

The repairs done & explanation provided by your staff is satisfactory. I am happy that my query/grievance/complaint have
been attended on priority & to my entire satisfaction on ...............................

Remarks: ...........................................................................................................................................................................

Kindly give your feedback/rating:

Excellent Good Average Poor

10 9 8 7 6 5 4 3 2 1

........................................... ...........................................
Signature of Service Advisor Signature of Customer

(Name of Service Advisor) (Name of Customer)

SAS 10/A3 Customer Complaint Closing Report

Customer Complaint Closing Report

Reference No. Source of Complaint Mode of Complaint Region TSM Name

Customer’s Name Customer’s City Customer Contact No. Model

Date of Current
Model Description Variant Fuel Type Regn. No. Vehicle Mileage
Sale (Km)

Dealer
Dealer Name Dealer Location Dealer City
Code

Date of Complaint Attended Date Attended J.C. No. Resolving Time (Days) FTIR No.

Customer’s Voice Observation

Action Taken

Countermeasure

Reason for Generation of Complaint

Product Quality Poor PDI Quality Poor Diagnosis
Poor Response/Attitude by Workshop Poor Workmanship Not Adhering to Warranty Policy
Misbehavior Spares not Available Poor Washing Quality
Insurance Claim Settlement Unapproved Fitment Customer Perception
Out of Warranty Request Explanation of Charges/Job Done Demanded Repairs not Completed
Overcharging of Amount Delay in Delivery

Service Reminder Service Appointment Vehicle Pick-up Receiving the Customer Vehicle Receiving &
Scheduling & Drop at the Workshop Pre-service Inspection
126
Service | Assurance | Standards

Part-2: Workshop Operations Process Standards

Workshop Operations
Process Standards

Part-2

Quality service is everyone’s

responsibility.
SAS 11
SAS 11

Vehicle Tracking
for Delivery at
Promised Time

Objective
• Job allocation from front office to the
shop floor
• Prioritize the service jobs on the basis of
waiting customer, type of repairs and
Technician skill
• To monitor the vehicle delivery process
after completion of the service/repairs
Workshop Operations Process Standards

Vehicle Allocation Control Board (VACB)

Visualization board for monitoring

vehicle movement, job allocation & job
card information flow
• Direct allocation of service vehicle to
workshop by Service Advisor.
• Floor Coordinator can plan the
jobs on priority (Waiting/
Non-waiting) customers.
• Visualization of the holdup vehicles at
a glance due to parts, approval and
diagnosis.
• Single location for the storage of job
cards at shop floor.
• Integrated with the Vehicle Tracking
System for better utilization.

Step 1:
Transfer job card to workshop floor

• Take the vehicle for underbody washing. Responsibility

• Identify appointment/waiting customers through sticker/stamp on the job card.
• Place the job card (Technician copy) in the “Waiting for Allocation” column of the • Service Advisor
vehicle Allocation Control Board.
Note: In rush hours, workshop can dedicate drivers to move vehicle to the washing area.

Step 2:
Allocate job to Technician in Vehicle Allocation
Control Board (VACB)

• Takes the job card from “Waiting for Allocation” column in VACB Responsibility
• Allocate vehicle to the Technician by placing job card in front of the Technician name
in VACB.
• Prioritize job allocation in the following sequence:
» Appointment customer waiting in the workshop. • Floor Coordinator
» Walk-in customer waiting in the workshop.
» Appointment customer (Non-waiting).
» Walk-in customer (Non-waiting).
Note: Customer who have taken appointment and waiting in the workshop should be given top priority.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
130 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 3:
Receive job from VACB

• Pick the job card from the slot in VACB allocated in front of his name. Responsibility
• Bring the vehicle to his repair bay after underbody washing. • Technician

Step 4:
Job start entry into Vehicle Tracking System
(Service Start)

• Enter 'start' of repairs in Vehicle Tracking System using keyboard/scanner or punch card. Responsibility
• Start the vehicle service/repairs as per demanded repairs mentioned in the job card. • Technician
Note: If required, Technician will take clarification of the demanded jobs from the Floor Coordinator/Service Advisor.

Step 5:
Inform Floor Coordinator/Service Advisor about job
stoppage during service/repairs

• Inform about job stoppage due to the following cases: Responsibility

» Parts not available: Place the job card in "Waiting for Parts" column in VACB.
» Delay in diagnosis: Place the job card in "Waiting for Diagnosis" column in VACB.
» Delay due to customer approval: Place the job card in "Waiting for Customer • Technician
Approval" column in VACB.
• Inform Floor Coordinator/Service Advisor about job stoppage.

Step 6:
Track vehicle repair status in the shop floor

• Inform customer and take approval for revised cost and time and update in the job card Responsibility
and DMS.
• Update the status in the tracking sheet (Refer Tracking Sheet as per Annexure
SAS 11/A1, Page 135). • Service Advisor
• Send SMS to the customer for revised cost/time estimate (Refer SMS as per Annexure
SAS 11/A2, Page 136).

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 131
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Step 7:
Track vehicle repair status in the shop floor

• Monitor the vehicle repair status through: Responsibility

» Vehicle Allocation Sheet (Refer Allocation Sheet as per Annexure SAS 11/A3,
Page 137).
» Vehicle Tracking Sheet, Incase VTS in not available in workshop (Refer Vehicle • Floor Coordinator
Tracking Sheet as per Annexure SAS 11/A4, Page 138).

Step 8:
Confirm completion of vehicle demanded repairs

• Confirm the job done as updated by the Technician. Responsibility

• Enter the labour/parts details on the job card. • Floor Coordinator

Step 9:
Enter job end into Vehicle Tracking System
(after completion of repairs)

• Enter completion of repairs in Vehicle Tracking System using keyboard/scanner or Responsibility

punch card.
• Place the job card “Waiting for Road Test” slot in VACB. • Technician
• Handover the vehicle to Technical Advisor for road test.

Step 10:
Vehicle road test

• Pick the job card from the slot in “Waiting for Road Test Column” in VACB. Responsibility
• Enter “Road Test Start” in Vehicle Tracking System using keyboard/scanner or punch card.
• Update the Road Test Register at security.
• Update the observation in road test track sheet, after completion of the road test • Technical Advisor
(Refer Track Sheet as per Annexure 5/A5, Page 71).
• Enter “Road Test Complete” in VTS.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
132 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 11:
Vehicle handover for final inspection

• Handover the vehicle to Final Inspector. Responsibility

• Place the job card in final inspection table. • Technical Advisor

Step 12:
Final inspection

• Carry out the vehicle inspection. Responsibility

• Update the final inspection register (Refer Register as per SAS 14/A2, Page 159).
• Send back the vehicle to Technician in case of internal rework.
• Repeat inspection once again after completion of repairs.
• Handover the vehicle to the Washing Supervisor after completion of the repairs/service • Final Inspector
along with the job card.
• Send the job card for closing to the front office desk.

Step 13:
Final washing

• Complete the washing process (Refer SAS 15, Page 163). Responsibility
• Park the vehicle in the ready vehicle parking area after washing. • Washing Supervisor

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 133
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Vehicle Delivery Control Board

Visualization board to monitor Service Advisor-wise vehicle deliveries

• Single location for the storage of Job cards of ready vehicles.
• Confirmation for Service Advisor on readiness of vehicle.
• Visibility of vehicle registration and customer name at a glance.
• Monitoring tool for Works Manager for ready vehicles pending for delivery.
• Monitoring of Service Advisor-wise performance for pending
vehicle deliveries.

Step 14:
Close the job card and generate pre-invoice

• Close the job card. Responsibility

• Generate the pre-invoice. • Front Office
• Place the closed job card along with pre-invoice in the VDCB. Operator

Step 15:
Delivery preparation

• Pick the job card from the slot against the your name. Responsibility
• Check the job card closure details (repairs done, FI, road test etc.).
• Check the vehicle physically for completion of demanded repairs and washing/cleaning.
• Inform the customer about vehicle readiness. • Service Advisor
• Place the job card against your name.

Step 16:
Vehicle delivery

• Contact waiting customer in person to inform about vehicle readiness. Responsibility

• When customer arrives, SA shall pick the job card from the VDCB.
• Follow vehicle delivery process (Refer SAS 7 & 8, Page 87 & 101 respectively). • Service Advisor

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
134 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Service Advisor Tracking Sheet

Workshop
Performance
Service Advisor Name: Group: Date:
Ready Time Service Remarks (Informed
SAS 11/A1

Customer Job Card/ Actual

Waiting/ Promised (Vehicle Time Customer in case Revised
Regn. No./ Name & Type of Job Slip Delivery

& Loaner
S.No. Pick & Delivery checked Completion Delivery Time, Charges,
Model Contact Service Opening Date
Drop Time before informed to Customer Preferred Delivery

for Customer
Vehicle Facility
Transportation
No. Time & Time
Delivery) Customer Time etc.)

(MOS)
Maruti On-
road Service
2

(MMS)
Support
3

Workshop
Maruti Mobile
4

Faster Vehicle

Express Service
Service Advisor Tracking Sheet

Service Through

and Two-tech Bay

and Delight
Convenience
for Customer
7

Service Facilities
8

Motivation
Manpower
Requirement,

Development &
9

Roles Responsibilities,
10
Workshop Operations Process Standards

135
Workshop Operations Process Standards

SAS 11/A2 SMS to Customer for Revised Cost/Time Estimate

SMS to Customer for Revised Cost/Time Estimate

Dear customer, post your approval, repair work on your car <registration number> has been re-estimated as <revised est. cost
of repairs>

Rgds, <name of workshop>

Dear customer, post your approval, repair work on your car <registration number> has been re-estimated. Your car is expected
to be delivered at <revised promised delivery date and time>

Rgds, <name of workshop>

Dear customer, post your approval, repair work on your car <registration number> has been re-estimated. Revised cost of repairs
is <revised est cost of repairs> and your vehicle is expected to be delivered at <promised delivery date and time>

Rgds, <name of workshop>

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
136 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 11/A3 Vehicle Allocation Sheet

stoppage/time
Remarks (any

revision etc.)
Date:

Delivery Time
Promised
Completion Time)
Completion (Bay
Time of
Vehicle Allocation Sheet

(Job Card Inserted in

Time of Allocation

VACB)
Name/Group
Technician
Type of
Service
Model
Regn. No.
S. No.

10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
1
2
3
4
5
6
7
8
9

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 137
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
138
Floor Coordinator Vehicle Tracking Sheet*

Vehicle
Date:

Delivery at
Tracking for
SAS 11/A4

Supervisor: Group: Enter Time of Completion of each Activity

Promised Time
Model/ Promised Mechanical Work

Right
Technician Final Workshop
S. No. Regn. No. Type of Delivery Completion Road Test Washing Ready Time
Name Start Time Inspection Out Time

First Time
Service Time Time
Workshop Operations Process Standards

repairs
Availability
Spare Parts

for Service/
2

Final
3

Inspection
4

and
Washing

Cleaning
5

Service
of Post-

Follow-up
Effectiveness
7
Floor Coordinator Vehicle Tracking Sheet

Customer
Capturing

and taking
Countermeasures
Feedback, Analysis
9

5S &
Safety
10

* To be used in workshop where VTS is not available.

SAS 12
SAS 12

First Time Right

Objective
• To do the job right first time, every time
• Root cause analysis through 5-Why
approach and 4M method
• Implementation of countermeasures
based on root cause analysis
Workshop Operations Process Standards

Step 1:
Capture customer voice/demanded repairs during his/her first visit

• Listen to the customer for understanding his/her requirements. Responsibility

• Capture all the details of the repairs demanded by the customer clearly in the job card/
job slip. • Service Advisor
• Mention road test observations properly on the job card/slip/tablet.

Step 2:
Communicate properly to the Technicians

Responsibility
• Give clear communication to the Technicians for the jobs to be carried out on the vehicle.
• Service Advisor

Step 3:
Ensure completion of demanded repairs on the floor

• Assist the Technicians to ensure completion of demanded repairs through the following: Responsibility
» Provide special tools/equipments for repairs.
» Provide information through service circulars/manuals.
» Involve Technical Advisors for diagnostic support.
• Take assistance from Dealer Technical Leader (DTL) to provide diagnostic support in case
of critical vehicle problem. • Floor Coordinator
• Ensure that Spare Parts Manager makes arrangement for parts availability on urgent
basis (in case of requirement of specific parts for fixing the demanded repairs).
• Ensure that Service Advisor gets prior approval from the customer for any additional
jobs to be carried out, to avoid customer dissatisfaction while delivering the vehicle.

Step 4:
Verify completion of demanded repairs

Responsibility
• Check the no. of repairs completed against the no. of demanded repairs.
• Final Inspector

• Before the vehicle is delivered, ensure that all the vehicle problems, identified during
vehicle receiving, have been rectified.
• Provide road test along with proper explanation, about the repairs done for the
• Service Advisor
demanded repairs to the customer to:
» Verify effectiveness/completion of repairs.
» Convince the customer on completion of repairs.
Note: Workshop may not have enough time to do the repairs in case any pending repair is identified during delivery of the vehicle.
Verification of completion of repairs is important before arrival of the customer.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
140 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 5:
Ensure rectification of vehicle problems in case of revisits

• In case customer returns back to the workshop within one month or 3000 kms, attend Responsibility
the customer to ensure that vehicle problem is fixed as per customer satisfaction
(Refer SAS 10, Page 117). • Works Manager

Step 6:
Identify root cause of the revisits

• Analyse all revisits thoroughly to identify the root cause through the following: Responsibility
» 5-Why analysis to identify root cause (Refer Case History as per Annexures
SAS 12/A1 & A2, Page 142 & 143 respectively).
» 3G (GENCHI – Actual place – Go to the spot, GENBUTSU – Actual thing – See the • Works Manager
actual problem, GENJITSU – Actually – Take realistic action based on facts).
» 4M (Man, Machine, Manpower, Method) to understand the problem area.

Step 7:
Monitor countermeasure implementation

• Identify correct root cause and implementation of right countermeasure for improvement. Responsibility
• Allocate proposed countermeasures to the responsible person with adequate resources
for implementation.
• Document “Countermeasure Implementation Monitoring Sheet” (CIMS)
(Refer Sheet as per Annexure SAS 12/A3, Page 145).
• The purpose of CIMS is to monitor implementation of a countermeasure for 3 months
» In case countermeasure implementation is not found effective, then review • Works Manager
identification of right countermeasure.
» For every root cause, generate a CIMS and maintain the record of the Countermeasure
Implementation Monitoring Register (Refer Register as per Annexure SAS 12/A4,
Page 146).

Step 8:
PSF of repeat jobs

Responsibility
• PSF of the repeat jobs to be done as per the Repeat Job Post-Service Follow-up (PSF)
Register (Refer Register as per Annexure SAS 12/A5, Page 147). • Customer Care
Manager

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 141
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 12/A1 Case History of Revisits/Repeat Jobs

Case History of Revisits/Repeat Jobs

Customer Name: Vehicle Regn. No.:

Residence Ph. No.: Office Ph. No.: Mobile No.:
Model: Chassis No.: Engine No.: Date of Delivery:
PSF status If ‘No’, Specify
Previous Job Details Job Demanded Action Taken Customer
PSF By Date Satisfied (Y/N) Complaint
Date: 1.
SA
2.
Mileage:
3.
Group: 4. CCE
Technician: 5.
Is it a repeat
Current Job Details Job Demanded Action Taken PSF By Date Satisfied (Y/N) job? Put ()
mark
Date: 1. SA
2. CCE
Mileage:
3. MSIL TSM
Group: 4. CCE
Technician: 5. CCE
Analysis:
Why1:

Why2:

Why3:

Why4:

Why5:

Put () Mark

Vehicle System Engine Electrical Transmission Suspension Body Noise/Vibration Brakes A/C
Reasons for generation of revisit/repeat jobs: [put () mark]
1. Product Quality 10. Request for Replacing Parts Under Warranty/Refund
2. Poor Diagnosis by Service Advisor 11. Poor PDI by PDI Staff
3. Road Test not Done 12. Clarification/Queries/Feedback Suggestions
4. Poor Workmanship in Last Visit 13. Customer Postponing Repairs
5. Casual Attitude of Mechanics/Supervisor 14. Customer Education
6. Spare Parts not Available 15. Customer Reporting for a New/Different Job
7. Poor Response/Postponing Repair by Workshop 16. Revisit due to Component Failure Replaced During Last Visit
8. Not Adhering to Warranty Policy 17. Body Repairs
9. Misbehavior During Previous Visit 18. Others (please specify): .......................................................
Single Point Learning: Standard: Implemented (Yes/No)
Signature of Supervisor: Signature of Works Manager:

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
142 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 12/A2 5 Why Analysis Example

Example 1:
Please mention the problem reported resulting in customer dis-satisfaction/repeat repairs

Remarks 1: Establish reason for Reason: Dicky cable was faulty & required
Dicky was not opening.
occurrence of problem replacement.
(Reason becomes the starting point for first Why)
Why1

Remarks 2: Probing to why the Reason: In last visit cable was

Why dicky cable was not replaced in last visit.
activity was not done greased & refitted.
(Reason becomes the starting point for first Why)
Why2

Remarks 3: Probing to why the Reason: Part was not available during
Why dicky cable was not replaced in last visit.
activity was not done last visit.
(Reason becomes the starting point for first Why)
Why3

Why was part not arranged & Remarks 4: Probing to why the Reason: Non availability of part neither
informed to customer. activity was not done informed to SA/WM nor recorded.
(Reason becomes the starting point for first Why)
Why4

Why was part not available informed/ Remarks 5: Probing to why the Reason: Denter was not aware of
recorded by Denter. activity was not done the system.
(Reason becomes the starting point for first Why)
Why5

Remarks 6: Probing to why the Reason: Denter was new & no initial
Why was Denter not aware of the system.
activity was not done induction done for process.

Problem What to Do How to Do

Induction of new joinees on Basic induction at all levels Induction of new joinees on
workshop systems not done at levels based on the job requirement workshop systems not done at levels

Implementation Date Frequency Who will Do

10.10.2014 Within 7 days of joining. Inhouse Trainer/HR

Actual root cause: No initial induction being given to new joinees. New person not aware of various systems.
Countermeasure: All new persons to be given basic induction within 7 days of their joining.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 143
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Example 2:
Please mention the problem reported resulting in customer dis-satisfaction/repeat repairs

Remarks 1: Establish reason for Reason: Power steering pump was faulty
Abnormal noise from front side.
occurrence of problem & need replacement.
(Reason becomes the starting point for first Why)

Why1
Reason: SA given instruction to check
Why power steering pump was not Remarks 2: Probing to why the underbody nut bolt & mounting tightening
replaced in last visit. activity was not done based on the morning road test.
(Reason becomes the starting point for first Why)

Why2

Why pump issue was not diagnosed after Remarks 3: Probing to why the Reason: Evening road test was not conducted
under body nut bolt & mounting tightening. activity was not done after job completion.
(Reason becomes the starting point for first Why)

Why3
Reason: Only 2 TA were present against 3
Why evening road test was not conducted Remarks 4: Probing to why the required. Being a heavy load (Sunday) day
after job completion. activity was not done TA did not do evening road test.
(Reason becomes the starting point for first Why)

Why4

Why only 2 TA were present against Remarks 5: Probing to why the Reason: 1 TA was on leave & WM did not
3 required. activity was not done plan for alternative manpower on that day.
(Reason becomes the starting point for first Why)

Why5

Remarks 6: Probing to why the Reason: WM negligence for not maintaining

Why WM not planned the manpower.
activity was not done the workshop load vs manpower requirement
(Absenteeism not planed properly)

Problem What to Do How to Do

Manpower was not planned Absenteeism (planned/unplanned)

Manpower should be
as per load. No substitute should be checked in morning and
planned as per load
manpower available necessary action taken

Implementation Date Frequency Who will Do

10.10.2014 Monthly/Weekly/Daily Inhouse Trainer/HR

Actual root cause: Improper job allocation to fill manpower gap due to absenteeism.

Countermeasure: Manpower absenteeism should be reviewed prior as well as in the morning to plan for all planned and
unplanned leaves and necessary deployment to be done.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
144 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Countermeasure Implementation Monitoring Sheet (CIMS)

Workshop
Performance
Control No. <Dealer Code>/Year/Month/<Sr. No.> Date
SAS 12/A3

& Loaner
Workshop Name Workshop Code Name of GM / WM

for Customer
Vehicle Facility
Transportation
Sources PSF/Customer Feedback/Revisit/Internal Rework MSIL TSM Name

Responsible
Problem Root Cause Countermeasures Proposed Target Date

(MOS)
Person

Maruti On-
road Service
(MMS)
Support

Workshop
Maruti Mobile
Actions Taken Date of Action

Faster Vehicle

Express Service
Service Through

and Two-tech Bay

Monitoring 1st Month 2nd Month 3rd Month

(Legend: OK/Not OK)

and Delight
(OK/Not OK)* (OK/Not OK)* (OK/Not OK)*

Convenience
for Customer
Service Facilities
Signature (GM / WM | MSIL TSM)

Date of Verification

Motivation
Manpower
Requirement,

Development &
Note: (1) Implementation of countermeasures to be monitored for 3 months (2) In case of Not OK in a particular month, right countermeasure to be identified

Roles Responsibilities,
*OK: No customer dissatisfaction due to identified root cause.
Countermeasure Implementation Monitoring Sheet (CIMS)

Reason for not OK in particular month:

Workshop Operations Process Standards

145
Workshop Operations Process Standards

SAS 12/A4 Countermeasure Implementation Monitoring Register

Countermeasure Implementation Monitoring Register

Dealer Name Location Code

Status (OK/NG)
Countermeasure Implementation
Problem Countermeasure 1st 2nd 3rd Remarks
Control No. Date
Month Month Month (If status NG)

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
146 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Repeat Job Post-Service Follow-up (PSF) Register

Workshop
Performance
Repeat Follow-ups
Group and Customer
Job No. Model and No. of
SAS 12/A5

S. No. Mechanic’s Name and Problems 3rd PSF Remarks

and Date Vehicle. No. Visits 1st PSF SA 2nd PSF CCM 4th PSF CCE
Name Phone No. rd th MSIL TSM

& Loaner
(3 Day) (6 Day) (30th Day)
(15th Day)

for Customer
Vehicle Facility
Transportation
Date:
Status:

(MOS)
Rating:

Maruti On-
road Service
Problem:

Signature:

(MMS)
Date:

Support

Workshop
Status:

Maruti Mobile
Rating:

Problem:

Signature:

Faster Vehicle

Express Service
Service Through
Date:

and Two-tech Bay

Status:
Rating:

and Delight
Problem:

Convenience
for Customer
Service Facilities
Signature:
Date:
Repeat Job Post-Service Follow-up (PSF) Register

Status:

Motivation
Manpower
Requirement,
Rating:

Development &
Problem:

Roles Responsibilities,
Signature:
Status: E - Excellent S - Satisfied D - Dissatisfied. Overall experience rating on 1-10 point scale
Workshop Operations Process Standards

147
SAS 13
SAS 13

Spare Parts Availability

for Service/Repairs

Objective
• To ensure availability of required spare
parts for servicing of the vehicle
• To avoid delayed deliveries and vehicle
hold up due to spare parts unavailability
Workshop Operations Process Standards

Step 1:
Prepare register for parts not available in the workshop

• Maintain register in the workshop for capturing the parts details which are not available Responsibility
in the workshop (Refer Non-available Spare Parts Register as per Annexure
SAS 13/A1, Page 152). • Works Manager

• Enter details of parts not available in the register.

• Technician
• Inform the Floor Coordinator/Service Advisor for the parts not available for service/repairs.
• Initiate actions to ensure availability of spare parts and update the status in register kept
at spare parts store. • Spare Parts
• Arrange spare parts from other authorised sources so that the vehicle is delivered on Manager
same day as per promised delivery time.

Step 2:
Analysis of vehicle hold up due to parts not available

• Monitor the vehicles hold up because of non-availability of spare parts with Spare Parts Responsibility
Manager on daily basis.
• Inform MSIL Territory Service Manager in the Regional Office on daily basis as per format
for vehicle hold up due to parts not available (Refer Format as per Annexure • Works Manager
SAS 13/A2, Page 153).
• Place the order through MSIL (VOR), if required.

Step 3:
Fast moving parts status should be monitored

Responsibility
• Analyse fast moving items availability status and place order as per the procedure given
in Spare Parts Operation Manual. • Spare Parts
Manager

Step 4:
Updating of critical parts requirement board in the workshop

• Place display board in the workshop for information on critical parts required in Responsibility
the workshop for vehicles held up in the workshop. (Refer Critical Spare Parts
Requirement Board as per Annexure SAS 13/A3, Page 154). • Floor Coordinator
• Enter details of parts not available in the board.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
150 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 5:
Monitor parts request vs issue in the workshop

• Prepare parts requisition on the shop floor. (Manual/computer system available in Responsibility
the workshop).
• Issue parts as per the requisition received from shop floor. • Spare Parts Operator

Step 6:
Monitor service ratio in the workshop on daily basis

• Monitor service ratio on daily basis. (Service ratio is the availability of parts as per Responsibility
requisition slip).
• Generate service ratio through DMS for analysis on daily basis.
• Parts request vs issue report to be checked by Works Manager and Spare Parts Manager • Works Manager/
to monitor the variance in the evening. Spare Part Manager
• Follow-up to be done to arrange these parts and ensure completion of demanded repairs.
Note: Service Ratio (%) = (Number of parts supplied as per IPO/Total parts required by workshop personnel) X 100.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 151
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
152
Non-Available Spare Parts Register

Vehicle
Technician Spare Parts Manager Service Advisor

Delivery at
Tracking for
SAS 13/A1

Vehicle

Promised Time
Customer Name of
S. No. Part Spare Parts Customer Attended Service
Vehicle Name and Concerned Part Part Order Order
Date Received Manager Informed Date After Advisor
No. Contact Service Name No. No. Date
Date Signature Date Receipt of Signature

Right
Number Advisor
Parts

First Time
Workshop Operations Process Standards

repairs
Availability
Spare Parts

for Service/
Final
and Inspection
Washing

Cleaning
Non-Available Spare Parts Register

Service
of Post-

Follow-up
Effectiveness
Customer
Capturing

and taking
Countermeasures
Feedback, Analysis
5S &
Safety
Spare Parts Manager Works Manager
Workshop Operations Process Standards

SAS 13/A2 Vehicle Hold-up Details for Parts not Available

Status Order

(Received/In
transit etc.)
as on Date
of Report
Order
No. &
Date
Order
Type
Number of Parts
Part Name/Part

not Available
resulting in
Vehicle Hold-up Details for Parts not Available

Hold-up
Promised Time
No. of Days
Hold up
beyond
Promised
Date
Job Card
Date
Job Card
No.
Model
Vehicle Regn.
No.
S. No.

10
1

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 153
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 13/A3 Critical Spare Parts Requirement Board

Remarks
Part Received
Date/Time
Mechanic
Name
Critical Spare Parts Requirement Board

Parts Required
Road (Yes/No)
Vehicle Off
Vehicle No.
Vehicle
Model
Date of Part
Ordered

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
154 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
SAS 14
SAS 14

Final Inspection

Objective
• To ensure 100% final inspection of all the
vehicles serviced in the workshop
• To avoid the occurrence of repeat jobs
Workshop Operations Process Standards

Step 1:
Vehicle final inspection in 2 stages

• Final inspection shall be divided in two stages i.e. Responsibility

» Work bay inspection to be done by concerned Technician, Electrician, Denter and
TA/Supervisor. • Works Manager
» Final inspection by Final Inspector after completion of repairs as standard process.

• Inspect vehicle as per final inspection check-sheet (Refer Check-sheet as per

• Final Inspector
Annexure SAS 14/A1, Page 158).

Step 2:
Internal repeat jobs

• Check whether all the demanded repairs have been attended to and if satisfied, the Responsibility
relevant portions of the job card shall be ticked.
• Enter details of vehicle & observations in the final inspection register (Refer Register as
per Annexure SAS 14/A2, Page 159).
• Send the vehicle back to same Mechanic for re-repairs, if required. • Final Inspector
• Re-inspect the vehicle after completion of rework (provide reference of earlier inspection
in the register).
• Shift the vehicle to the washing area for top wash.

Step 3:
Prepare daily report

• Prepare daily summary report along with the internal repeat jobs identified in the day Responsibility
(Refer Daily Summary as per Annexure SAS 14/A3, Page 160).
• Review & sign the daily summary report on daily basis.
• Display internal rework on a white board in the workshop at a prominent place and
discuss with the staff in the daily morning meeting (Refer Daily Summary as per • Final Inspector
Annexure SAS 14/A3, Page 160).
• Identify reasons for vehicles for which final inspection has not been done in the
daily report.
Note: FI is required to be done for 100% vehicles.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
156 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 4:
Preparation of the monthly report

• Prepare a consolidated monthly report of the final inspection, highlighting the trend of Responsibility
the internal jobs.
• Identify for internal repeat job generation and propose countermeasures along with
the Works Manager (Refer Final Inspection Monthly Summary Report as per • Final Inspector
Annexure SAS 14/A4, Page 161).

Step 5:
Reason analysis and countermeasure

• Analyse the trend of internal repeat jobs, identify root cause and initiate necessary Responsibility
countermeasures (Refer Countermeasure Implementation Monitoring Sheet (CIMS)
as per Annexure SAS 12/A3, Page 145).
• Review countermeasure every month for effectiveness (Refer Countermeasure • Works Manager
Implementation Monitoring Register as per SAS 12/A4, Page 146).

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 157
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 14/A1 Bay and Final Inspection Check-sheet

Bay and Final Inspection Check-sheet

Responsible Status
S. No. Points to be Rechecked Remarks
Person (OK/NG)
1. Engine oil level
2. Battery water level
3. Coolant level
4. Brake fluid level
5. Wiper bottle water level

Technician 6. Clutch and brake paddle free play

(Bay) 7. Throttle free play
8. Wiper spray nozzle
9. All hoses and grommets
10. Underbody nut bolts and leakage
11. Tyre check (pressure and condition)
12. Check instrumental panel lights and dashboard controls

All the checks performed on the vehicle (Name of Tech.) (Signature)

13. Fan/AC belt condition and tension
14. AC cooling (through temperature gauge)
Electrician
(Bay) Headlights and indicators (operation and focus), if focusing is
15.
not possible on bay then to conduct it wherever possible
16. Horn operation

All the checks performed on the vehicle (Name of Elec.) (Signature)

Denter 17. All doors (operation and rattling)

(Bay) 18. All doors glass (operation)

All the checks performed on the vehicle (Name of Denter) (Signature)

19. Door, dashboard and bumper noise
20. Clutch and gear operation
Road Test
21. Steering and suspension noise
22. Any abnormal noise

All the checks performed on the vehicle (Name of TA/SA) (Signature)

Battery and cable condition (specific gravity and voltage)
23.
Final through battery tester
Inspector 24. CO/HC (PUC) check (if demanded by customer)
(FI Bay)
25. All demanded repairs completed as per customer request

All the checks performed on the vehicle (Name of FI) (Signature)

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
158 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Final Inspection Register

Workshop
Performance
Name of Final Inspector: .................................................................................................. Group: ...................................... Date: ................................................
SAS 14/A2

& Loaner
Emission Level

for Customer
Vehicle Job Check all Repairs Engine

Vehicle Facility
Transportation
S. Underbody Inside the Car Body Road
Registration Card Model Demanded by the Room Remarks
No. Checks (Controls etc.) Checks Test CO (%) HC (ppm)
No. No. Customer Check

(MOS)
1

Maruti On-
road Service
2

(MMS)
Support
3

Workshop
Maruti Mobile
4
Final Inspection Register

Faster Vehicle

Express Service
Service Through

and Two-tech Bay

and Delight
Convenience
for Customer
Service Facilities
Re-inspection due to internal repeat job

Motivation
Manpower
Requirement,

Development &
2

Roles Responsibilities,
3
Workshop Operations Process Standards

Note: Please put a tick mark () if the parameter checked is found ok. Final Inspector to put remarks if not ok.

159
Workshop Operations Process Standards

SAS 14/A3 Final Inspection Daily Summary

Final Inspection Daily Summary

Date

No. of vehicles delivered by the workshop

No. of vehicles inspected

% Of vehicles inspected

No. of vehicles found ok

No. of vehicles sent for rework

% Internal rework

Details of rework

S. No. Job Card No. Group Mechanic Defects Observed

Works Manager’s Remarks:

Note: Final Inspection Daily Summary can be used as a report as well as a board.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
160 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Final Inspection Monthly Summary Report

Workshop
Performance
No. of vehicles delivered in the month: ............................................................................................ Month: ......................................................................
SAS 14/A4

& Loaner
No. of

for Customer
No. of Vehicles

Vehicle Facility
Transportation
Final Vehicles Final % Internal Root Cause for Internal Target
S. No. Sent for Countermeasures* Responsibility
Inspector Inspection Repeat Job Repeat Job* Date
Rework
Done

(MOS)
1.

Maruti On-
road Service
2.

1. 3.

(MMS)
4.

Support

Workshop
5.

Maruti Mobile
1.

Faster Vehicle
2. 3.

Express Service
Service Through

and Two-tech Bay

and Delight
Convenience
for Customer
Service Facilities
Final Inspection Monthly Summary Report

3. 3.

Motivation
Manpower
Requirement,
5.

Development &
Roles Responsibilities,
Signature of Works Manager:

* Note: Identification of root cause for internal repeat job and countermeasure implementation to be done as per CIMS in Annexure SAS 12/A3, Page 145.
Workshop Operations Process Standards

161
SAS 15
SAS 15

Washing and Cleaning

Objective
• To ensure that vehicle is returned in
clean condition, after completion of
service/repairs
Workshop Operations Process Standards

Step 1:
Handover customer vehicle for 'Stage 1' cleaning

Responsibility
• Before vehicle enters the shop floor for repairs, handover the vehicle to the Washing
Supervisor for Stage 1 cleaning. • Washing Supervisor
(WS)

Step 2:
Enter vehicle in Vehicle Tracking System (VTS)/
Washing Control Register

Responsibility
• Enter washing start in VTS at Stage 1 cleaning (Station 1) & record time in washing
control register (Refer Register as per Annexure SAS 15/A1, Page 169). • Washing Supervisor
(WS)

Step 3:
Washing 'Stage 1': 'Station 1' (Air blow)

• Blow compressed air after removing the foot mats on: Floor & seats, dicky area, body, Responsibility
floor mats & radiator/condenser grill, etc.
• Do not change the following vehicle settings:
» Vehicle seat position
» Seat recliner • Washing Person
» Inside rear view mirror
» Outside Rear View Mirrors (ORVM)
» Stereo/radio channel settings

Step 4:
Washing 'Stage 1': 'Station 2' (Underbody and
engine room washing)

Responsibility
• Wash underbody, engine room, radiator & condenser, wheel arch & rims etc.
• Washing Person

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
164 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 5:
Washing 'Stage 1': 'Station 3' (Engine room drying
and floor mat cleaning)

• Blow compressed air in engine room to dry the area. Responsibility

• Remove floor mats from the tray, wash rubber/plastic floor mats using plastic brush and
detergent on a metal stand.
• After washing, blow air on the floor mats and put them in the dickey after matching • Washing Person
the vehicle number.
Note: Please ensure that floor mats removed from the vehicle are kept on the metal stand & not on the floor.

Step 6:
Complete washing 'Stage 1'

• Enter the washing Stage 1 cleaning completion status in VTS and make entry in the Responsibility
washing control register (Refer Register as per Annexure 15/A1, Page 169).
• Inform Floor Coordinator at least 5 minutes before completion of washing to
collect vehicle. • Washing Supervisor
• Handover the vehicle, with physical inspection check & noting time on the job card to
Floor Coordinator.

Step 7:
Washing 'Stage 2' post final inspection

• Post final inspection move the vehicle to 'Stage 2' Cleaning. Responsibility
• Handover the vehicle to Washing Supervisor. • Final Inspector

Step 8:
Washing 'Stage 2': 'Station 4' (Spare wheel and
dicky cleaning)

Stage 2 cleaning is as follows: Responsibility

• Remove spare wheel, jack & handle from the dickey, clean the dickey, tail lamp, rear
door hinge areas, jack & handle, wash spare wheel, dry spare wheel & jack by blowing • Washing Person
compressed air, place spare wheel & jack in dickey etc.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 165
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Step 9:
Washing 'Stage 2': 'Station 5' (Top wash)

• Pre-wash vehicle, apply soap, wash vehicle exterior, remove excess water from body & Responsibility
glass, blow compressed air to dry vehicle exterior etc. • Washing Person

Step 10:
Dry washing

Responsibility
• Final washing of the vehicle can be done by using dry wash material.
• Washing Person

Step 11:
Washing 'Stage 2': 'Station 6' (Engine room cleaning)

Responsibility
• Clean the engine room, grease of latch & clean under bonnet area etc.
• Washing Person

Step 12:
Washing 'Stage 2': 'Station 7' (Vehicle exterior cleaning)

• Final body mopping, clean roof using step stool, clean running board, polish front & Responsibility
rear bumper, grill, etc. • Washing Person

Step 13:
Washing 'Stage 2': 'Station 8' (Vehicle interior cleaning)

• Clean sun visors, roof lamp, A/C louvers, seat slide mechanism, beading area etc., apply Responsibility
polish to instrument panel, door moldings & trims etc. Vacuum interior in an Omni
vehicle the battery area should be cleaned etc. • Washing Person

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
166 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 14:
Washing 'Stage 2': 'Station 9' (Glass cleaning)

• Clean windshield from inside & outside, clean outer rear view mirrors, clean all door Responsibility
glasses & glass edges etc. • Washing Person

Step 15:
Washing 'Stage 2': 'Station 10' (Vehicle delivery
and inspection)

• Check vehicle & do a final exterior clean, place paper mats, spray air freshener inside Responsibility
cabin & A/C vents etc. • Washing Supervisor

Step 16:
Washing audit of ready vehicle

• On completion of Stage 2 cleaning, inspect the vehicle using a washing quality audit Responsibility
checklist (Refer Checklist as per Annexure SAS 15/A2, Page 170). • Washing Supervisor

Step 17:
Vehicle entry in VTS/washing control register for
washing completion

• Enter washing/completion in VTS and record in the washing control register Responsibility
after inspection. • Washing Supervisor

Step 18:
Handover the vehicle to SA

• Park the vehicle in the ready vehicle parking area post Stage 2 cleaning & checking Responsibility
• Inform the SA of the vehicle readiness. • Washing Supervisor

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 167
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Step 19:
Monitoring the washing quality feedback

• Complete washing process to be divided in 10 Stations (Refer Washing Flowchart as per Responsibility
Annexure SAS 15/A3, Page 171).
• Monitor the availability of washing manpower as per requirement on the washing stations
through allocation board (Refer Board as per Annexure SAS 15/A4, Page 176).
• Washing quality feedback captured from the customer through PSF and feedback card • Washing Supervisor
should be displayed in a white board in the washing area (Refer Washing Quality
Board as per Annexure SAS 15/A5, Page 177).
• Discuss feedback with the washing team on daily basis.
• Guidelines which impact washing quality:
» Use approved washing material to ensure good quality of vehicle washing and cleaning. • Works Manager
» Use automatic car washer for underbody and top wash to improve washing process.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
168 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Washing Control Register

Workshop
Performance
Washing Supervisor Name: ............................................................................................... Total Washing Staff on the Day .................................... Date: ................................................
SAS 15/A1

First Stage Second Stage

& Loaner
Engine Loose Vehicle Vehicle
Glass and

for Customer
Air Blow Underbody

Vehicle Facility
Transportation
Vehicle Promised Time-in Room Time-out Time-in Items Exterior Interior
Polish Time-out
S. No. Model Station Station
Registration No. Time (Enter Station (Enter (Enter Station Station Station
Station (Enter
Time) (Put '' Tick Mark on Completion Time) Time) (Put ‘’ Tick Mark on Completion of Time)
of Work at Station) Work at Station)

(MOS)
1.

Maruti On-
road Service
2.

(MMS)
Support

Workshop
5.

Maruti Mobile
6.

7.
Washing Control Register

Faster Vehicle

Express Service
Service Through
10.

and Two-tech Bay

11.

12.

13.

and Delight
Convenience
for Customer
14.

Service Facilities
15.

16.

17.

Motivation
Manpower
Requirement,
18.

Development &
19.

Roles Responsibilities,
20.

Total number of vehicles washed: ...................................................................................... Number of vehicles washed per person: ...............................................................
Workshop Operations Process Standards

169
Workshop Operations Process Standards

SAS 15/A2 Washing Quality Audit Checklist

Washing Quality Audit Checklist

Vehicle No.: ..................................................................................... Model: ......................................................................................

Front Grill Bumper Fender Lining Dash Board Carpet Area below Front Seat Rear Lamp Cover Wheel Cover

Side View Mirror Door Weather Strip Speedometer Pedal Area Dickey Weather Strip Wheel Arches

Sliding Rails Door Hinges Blower Vent Seat Rails Dickey Area Engine Compartment

Running Board Front Door Trim Pockets Glove Box Rear View mirror Stepney Under Bonnet Area

Fuel Lid Rear Door Trim Pockets Cup Holder Carpet Area Under Area Dickey Door Jelly On Battery Terminals

Rear Bumper Light Door Corner Hand Brake Seat Belt Grease on Latches Rear Door Hinge

Overall Rating - (......................./10) % Ok Checkpoints - (......................./36) X 100% =

Countermeasure Suggested - Initiated for Weakness

Name and Signature:

Date: ......................................
Designation:

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
170 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 15/A3 Washing Flowchart

Continued on next page

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 171
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Continued from previous page

Continued on next page

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
172 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Continued from previous page

Continued on next page

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 173
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Continued from previous page

Continued on next page

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
174 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Continued from previous page

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 175
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 15/A4 Washing Manpower Allocation Board

Washing Manpower Allocation Board

Date:

Stations Name of the Person

Station - 1
Air Blow

Station - 2
Under Chassis and Engine Washing

Station - 3
Engine Room Drying and Floor Mats Cleaning

Station - 4
Spare Wheel and Rear Door Cleaning

Station - 5
Top Wash

Station - 6
Final Engine Room Cleaning

Station - 7
Mopping Exterior Cleaning

Station - 8
Mopping Interior Cleaning

Station - 9
Glass Cleaning

Station - 10
Final Inspection

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
176 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 15/A5 Washing Quality Display Board

Cumulative
Week-4

Focus Area (To be Written in Local Language)

Week-3
Name of Washing Supervisors:
Washing Quality Display Board

Week-2
Week-1
Last Month

Number of Washing Complaints for:

Under Chassis and Engine Wash
No. of Washing Persons Present

Vacuuming and Glass Cleaning

Number of Vehicles Washed

Exterior Cleaning
Interior Cleaning

Best Performers
Parameters

Station
Name
Date:

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 177
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
SAS 16

SAS 16
Effectiveness of Post-
Service Follow-up

Objective
• To identify dissatisfied customer and
ensure resolution of the complaints
• To analyse areas of improvement based
on customer feedback
• To monitor PSF trend & efficiency of
CCEs on daily basis
Workshop Operations Process Standards

Step 1:
Post-service follow-up with the customer

• Generate list from the DMS and conduct post-service follow-up with the customer as Responsibility
per the following frequency:
» 3rd Day of the service by the Service Advisor.
» 6th Day of the service by the Customer Care Executive.
» 30th Day of the service by the Customer Care Executive. • Customer Care
• Follow the 'Talking Points' to capture customer feedback based on his service experience Executive
(Refer SAS 9, Page 109).
• PSF can be done live on DMS and customer feedback punched in DMS (Refer Complete
PSF Process Updation in DMS as per Annexure SAS 16/A1, Page 182).
Note: During current PSF, CCE must know the customer feedback in pervious PSF round (advisable to do all the PSF rounds on single PSF sheet).

Step 2:
Identify dissatisfied customer during PSF

• Identify dissatisfied customer as given below: Responsibility

» Customer giving negative feedback for either the vehicle performance or service
experience, during the recent visit. • Customer Care
» Customer giving ratings of 8 or below. Executive

Step 3:
Transfer the dissatisfied customer details to dissatisfied register

• If the customer is found dissatisfied, transfer the customer details into Dissatisfied Responsibility
Customer Complaints Register (Refer Register as per Annexure SAS 16/A2,
Page 187).
• Take appointment with the customer to take action on his/her concerns by arranging
workshop visit/home visit. • Customer Care
• Send apology letter/e-mail to the customer. Executive
• Follow-up with the customer post attending his/her concerns & update in the
dissatisfied complaint register.

Step 4:
PSF analysis report

• Track the trend of PSF customer contact percentage and satisfaction percentage through Responsibility
Daily PSF Analysis Report (Refer Report as per Annexure SAS 16/A3, Page 188).
• Prepare Post-Service Follow-up (PSF) Daily Report and Monthly Report (Refer Reports as
per Annexure SAS 16/A4 & Annexure SAS 16/A5, Pages 189 & 190 respectively). • Customer Care
• Summarise Service Advisor-wise number of complaints generated through PSF every Manager
month and share it with the Works Manager.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
180 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 5:
Monitor the non-contactable customer in PSF

• Generate list of non-contactable customers (arrange home visit to know customer Responsibility
satisfaction for non-contactable customer).
• Share details with Service Advisors and Works Manager for improvement. • Customer Care
• Monitor the %age of non-contactable customer during PSF. Manager
• Counsel Service Advisors to capture correct customer contact details.

Step 6:
Daily management board

• Place Daily Management Board - PSF Status near the morning meeting area for Responsibility
discussion (Refer Board as per Annexure SAS 16/A6, Page 191). • Customer Care
• Update the board on daily basis. Manager

Step 7:
Ensure quality of PSF calling

• Calibrate PSF for every CCE to ensure quality PSF (100 calls per month). Responsibility
• Use call monitoring software for recording the customer’s voice during follow-up. This
recording can be used for training of CCEs and for improvement of PSF & quality.
• Monitor the CCE efficiency and takes actions for improvement to ensure quality of PSF
calling in the workshop. • Customer Care
• Auto dialing system should be implemented to monitor CCE efficiency and enhance Manager
overall customer contact system. (Refer Service Circular D-48/2014 for "Auto Call
Management System").
Note: Prior permission with the customer must be taken for recording customer voice.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 181
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 16/A1 Complete PSF Process Updation in DMS

Step 1: PSF List Generation

• Workshop generates the PSF list from DMS for Customer Follow-up DMS Link: Common  Reports  Follow-up Check List/Status.

• Enter service date/customer category/service type/workshop location etc. for list generation.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
182 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

• PSF list is generated in PDF format with vehicle & customer details and no. of questions to be checked from customer.

Step 2: Customer contact based on service details

• Contact customer based on service details provided in the PSF list (Refer Talking Points as per SAS 9, Page 109).

Step 3: PSF status updation in DMS

• Open customer response in updation screen (DMS Link  Common  Transaction  Customer Relationship
Management (CRM)  Online/Offline/Centralize).

• Enter PSF details based on bill date and customer category.

• List of vehicles attended will be visible with Regn. No./Customer ID/Follow-up ID etc.
• Select the customer details for updating the follow-up.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 183
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

• Clicking on follow-up details screen will open for updating the follow-up details against each question checked from customer.
• Customer response/PSF status is updated based on customer satisfaction status.
• Service booking can also be updated on same screen, in case customer has agreed to visit the workshop.
• Select the question & press “CTRL + L” to generate list of response option.
• Select the response based on customer follow-up, i.e satisfied, dissatisfied, etc.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
184 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 4: Dissatisfied customer entry in DMS:

• Customer response is entered based on PSF status.

• If customer is dissatisfied in follow-up, select the status “Dissatisfied“ & reason of customer dissatisfaction. Response of each
question will be updated in “Customer response“ Option.

Step 5: Generation of dissatisfied list

• Generate list of dissatisfied customer can be generated from DMS.

• Link  Common  Report  Follow-up Check List/Status Report.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 185
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

• Generate list of dissatisfied customers based on PSF date/customer category/PSF status etc.
• Generate list of dissatisfied customers with details of customer/vehicle & negative response received.
• Workshop enter the PSF complaints manually in CCMS under workshop “WS” category of complaint.

Step 6: Closing of Customer Complaint through CCMS

• Attend the complaint (Refer SAS 10, Page 117).

• Update the details in CCMS for closing the complaints.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
186 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Dissatisfied Customer Complaints Status Register (PSF/Feedback Card/Telephonic Survey)

Review
Workshop
Customer Details Vehicle Details Action Taken D2S Analysis Repeat Follow-ups

Performance
Problem/Defects Complaints
S. No. Service Details Mentioned by the Action Taken Resolved st
Customer Reasons for 1 PSF 2nd PSF 3rd PSF 4th PSF
Phone No./ Veh. Model/ Customer Appointment Attended to Rectify the Details
Name & Date Generation of SA (3rd CCM MSIL TSM CCE (30th
Contact No. Regn. No. (Dates) on Problems/
SAS 16/A2

Address Complaints* Day) (6th Day) (15th Day) Day)

Defects
Service: Group New: By: HV/W/E Date

& Loaner
S.A. Days: Status

for Customer
Vehicle Facility
Transportation
Follow-up: T.A. Rating
Tech. Old: Signature
P&D
Problem
MMS

(MOS)
Service: Group New: By: HV/W/E Date

Maruti On-
road Service
S.A. Days: Status
Follow-up: T.A. Rating
Tech. Old: Signature
P&D
Problem

(MMS)
MMS

Support

Workshop
Service: Group New: By: HV/W/E Date

Maruti Mobile
S.A. Days: Status
Follow-up: T.A. Rating
Tech. Old: Signature
P&D
Problem
MMS

Faster Vehicle
Service: Group New: By: HV/W/E Date

Express Service
Service Through
S.A. Days: Status

and Two-tech Bay

Follow-up: T.A. Rating
Tech. Old: Signature
P&D
Problem
MMS
(PSF/Feedback Card/Telephonic Survey)

and Delight
Service: Group New: By: HV/W/E Date

Convenience
for Customer
Service Facilities
S.A. Days: Status
Follow-up: T.A. Rating
Tech. Old: Signature
P&D
Problem
MMS
Dissatisfied Customer Complaints Status Register

Motivation
Manpower
Requirement,
Signature of Customer Care Manager: Signature of Works Manager.

Development &
*S.A. - Service Advisor, T.A. - Technical Advisor, Tech - Technician, P&D - Pickup & Drop, MMS - Maruti Mobile Workshop, HV - Home Visit, W - Workshop, E - Education

Roles Responsibilities,
*Reason for generation of complaints:
1. All demanded repairs not completed
2. Work not done right first time
3. Improper explanation of jobs done and repairs charges
4. Delay in delivery
Workshop Operations Process Standards

5. Washing not done properly and interior cleaning not done

187
6. Others
Workshop Operations Process Standards

SAS 16/A3 Daily PSF Analysis Report

Performance
Nos.
SA
Problems
New
Reasons for Customer Dissatisfaction in the Month

of Work
Quality

Done
Repairs not
Demanded

Completed
Explanation of
Work Done &
Charges
Daily PSF Analysis Report

Delivery
Delay in
Attended Pending Washing
Quality
Dissatisfied

%
Nos.
%
Satisfied

Customers Nos.
Total
Month:

Date

Total

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
188 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Post-Service Follow-up Daily Report

Workshop
Performance
Month: .......................................
Name of the
SAS 16/A4

Date of PSF
Service Advisor/

& Loaner
Customer
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 Cumulative
Care Executive:

for Customer
Vehicle Facility
Transportation
No. of
A. customers due
for follow-up

(MOS)
No. of

Maruti On-
B. customers

road Service
contacted
% Of
customers
C.
contacted

(MMS)
Support
(=B x 100/A)

Workshop
No. of

Maruti Mobile
D. customers
satisfied
% Of
customers
E.
satisfied

Faster Vehicle

Express Service
(=D x 100/C)

Service Through

and Two-tech Bay

No. of
F. customers
dissatisfied
Post-Service Follow-up Daily Report

No. of
customers

and Delight
Convenience
for Customer
phone

Service Facilities
G.
number not
available or
does not exist
No. of

Motivation
Manpower
customers not
H.

Requirement,
contactable/

Development &
busy

Roles Responsibilities,
Signature of Service Advisor/CCE Signature of CCM/WM
Workshop Operations Process Standards

189
190
Post-Service Follow-up Monthly Report

Vehicle
Report for the month of .............................................................. Year ................................

Delivery at
Tracking for
SAS 16/A5

Promised Time
Description Total Customers A+ Customers All Customers

Right
A. Total number of customers

First Time
Workshop Operations Process Standards

B. No. of customers contacted

C. % Of customers contacted (= B x 100/C)

repairs
Availability
Spare Parts

for Service/
D. No. of customers satisfied

E. % Of customers satisfied (= D x 100/B)

Final
Inspection
F. No. of customers dissatisfied (= B - D)

G. No. of dissatisfied customers converted to satisfied

and
Washing

Cleaning
% Of dissatisfied customers converted to satisfied (= G x
H.
100/F)

I. No. of dissatisfied customers pending to attend (= F - G)

Service
of Post-
J. % Of dissatisfied customers pending to attend (= I x 100/F)

Follow-up
Post-Service Follow-up Monthly Report

Effectiveness
Customer
Capturing

and taking
Countermeasures
Feedback, Analysis
5S &
Safety
Signature of Service Advisor/CCE: Signature of CCM / WM:
Workshop Operations Process Standards

SAS 16/A6 Daily Management Board – PSF Status

Daily Management Board – PSF Status

Date: Cumulative for the Month

Parameters
Total A+ Total A+

Total no. of customers contacted

Total no. of customers found satisfied

% Customers found satisfied

Total no. of customers found dissatisfied

Reasons for Dissatisfaction

Quality of work done

Quality of Service Advisor interaction

Fairness of charges

Delay in delivery

Washing quality

Others

Note: Date is for previous working day except where mentioned as monthly.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 191
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
SAS 17
Capturing Customer

SAS 17
Feedback, Analysis and
taking Countermeasures

Objective
• To ensure proper analysis of customer
feedback through feedback cards &
telephonic survey based on his/her
service experience
• To ensure proper identification of
weak areas and countermeasure
implementation for improvement
• Feedback sent by the customer is
authentic and un-biased without
any influence
Workshop Operations Process Standards

Step 1:
Customer feedback

• At the dealership capture customer feedback through the following sources: Responsibility
» Internal CSI feedback card (34 points) received from customer.
» PSF done with the customer.
» Instant feedback at interactive feedback corner.
• MSIL • Customer Care
» Feedback card sent by MSIL. Manager
» Telephonic survey conducted by MSIL.
• Provide internal feedback card to all customer during vehicle delivery or send feedback
card through e-mail (in case customer e-mail address is available in DMS).

Step 2:
Scrutinize the customer feedback responses

• Segregate the satisfied & dissatisfied responses. Responsibility

• Consider any customer response having rating 8 or below in any of the question
as dissatisfied. • Customer Care
• Any negative remarks given by the customer (though rating is 9 and above) should also Manager
be treated as dissatisfied.

Step 3:
Ensure authentic & unbiased feedback is captured from the customer

• Monitor wrong & incomplete contact nos. captured in DMS on monthly basis. Responsibility
• Checking of the customer e-mail address punched in DMS for the last month,
on random basis.
• Share the wrong customer details punched in DMS with Works Manager and Service
Advisor on weekly basis. • Customer Care
• Send report of wrong/incomplete customer contact details & internal CSI feedback cards Manager
to MSIL, every month.
• Ensure that all the CSI cards (34 points) with rating 10 are verified by calling up the
customer. After verifications, feedback cards must be entered in DMS.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
194 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 4:
Take actions to resolve customer concerns

• Enter all the negative responses (Dealer, MSIL feedback card and telephonic survey) in Responsibility
CCMS and dissatisfied customer register (Refer Register as per Annexure
SAS 16/A2, Page 187).
• Take actions to resolve customer concerns
• Complete document has to be prepared for attending the dissatisfied customers,
as per the following:
» Copy of negative card/e-mail/letter
» Acknowledgement/Apology letter
» Job card copy/home visit copy • Customer Care
» Customer satisfaction letter Manager
» Vehicle history
» Customer Complaint Closing Report (CCCR)
» Analysis and countermeasure sheet (Refer the Sheet as per Annexure
SAS 17/A1, Page 196).
• PSF (4 times) has to be done with the customer after attending the vehicle to ensure
customer satisfaction

Step 5:
Analyse customer voice & take corrective countermeasures

• Feedback responses from telephonic survey must be reviewed by CEO/General Manager. Responsibility
• Share customer voice recording captured through telephonic survey with the concerned
team members (WM, SA, TA, FC) for improvement in their work areas. • General Manager
• Based on the customer voice in feedback cards & telephonic survey, analyse and identify • Customer Care
major concerns/weak areas. Manager

• Plan countermeasures for the weak areas identified & measure effectiveness using
Countermeasures Implementation Monitoring Sheet (CIMS) (Refer CIMS as per
Annexure SAS 12/A3, Page 145). • General Manager/
• Implement countermeasures with target timelines and verify action taken Works Manager
(Refer Weak Areas Identification & Countermeasure Report as per Annuxure
SAS 17/A2, Page 197).

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 195
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 17/A1 Dissatisfied Customer Feedback Analysis Sheet

Dissatisfied Customer Feedback Analysis Sheet

Customer Name:

Model:

Vehicle Regn. No.:

Service Date:

Service Advisor:

PSF Status:
Instant Feedback Card Status:

Action Taken (if any) on IFC/PSF Feedback:

Action taken to resolve Customer's Concerns after Receipt of Negative Feedback:

Concern areas identified Observation (from job

Countermeasures Target
S. No. as per customer card, customer visit & Responsibility
taken/planned Date
feedback/voice vehicle history)

Service Advisor Customer Care Manager Works Manager

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
196 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Weak Areas Identification & Countermeasure Report

Workshop
Performance
Customer feedback source (PSF/Feedback card/Telephonic survey) Date:
Countermeasures* Date of Verification of Action
SAS 17/A2

S. No. Weak Areas Identified Responsible Person Target Date

Taken Completion Taken

& Loaner
1

for Customer
Vehicle Facility
Transportation
2
3
4

(MOS)
Maruti On-
5

road Service
6
7

(MMS)
8

Support

Workshop
9

Maruti Mobile
10
11
12

Faster Vehicle

Express Service
13

Service Through

and Two-tech Bay

14
15
16

and Delight
Convenience
for Customer
17

Service Facilities
18
19
20

Motivation
Manpower
Requirement,

Development &
Weak Areas Identification & Countermeasure Report

Roles Responsibilities,
Customer Care Manager Works Manager General Manager

*Countermeasures effectiveness should be monitored through CIMS (Refer Sheet as per Annexure 12/A3, Page 145).
Workshop Operations Process Standards

197
SAS 18

5S & Safety

SAS 18
Objective
• To provide a clean, organised & safe
environment and working condition
in the workshop
Workshop Operations Process Standards

Step 1:
Maintain 5S in the workshop

• 5S is a method of organising a workplace and maintaining standards at the workplace. Responsibility

5S motivates workshop staff, improves safety, efficiency and productivity of the
workshop. 5S ensures that only those items are kept at the workplace which are
required and these items are placed at a proper location in a proper quantity in a clean • Works Manager
condition (Refer Description of 5S as per Annexure SAS 18/A1, Page 202).

Step 2:
Depute 5S Coordinators for specific work areas

• Develop a plan for each work area in the workshop. Responsibility

• Provide training and education to the workshop staff on 5S in their specific work area.
• Assign Coordinator to every work area to maintain 5S in the workshop. • Works Manager
• Display the names of the 5S Coordinators in their respective work area.

Step 3:
5S Campaign in the workshop

• Organise a 5S campaign in the workshop at least once in a month (Refer 5S Campaign Responsibility
Sheet as per Annexure SAS 18/A2, Page 204).
• Ensure that Coordinator checks the assigned workplaces in the workshop.
• Take corrective actions on the findings of 5S campaign to ensure proper implementation • Works Manager
of 5S at the workshop.

Step 4:
Implement safety standards & procedures in
the workshop

• Prioritize working in a safe environment for every workshop employee. Responsibility

• Ensure the implementation of safety standards & procedures in the entire workshop.
• Carry out a safety inspection in service and body repair shop on monthly basis
(Refer Safety Check-sheet as per Annexure SAS 18/A3, Page 205). • Works Manager
• Explain general safety tips to all concerned workshop staff (Refer Safety Tips as per
Annexure SAS 18/A4, Page 207).

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
200 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 5:
Equipment maintenance & calibration

• Allocate dedicated person as Maintenance In-charge for workshop equipment Responsibility

maintenance & calibration. • Works Manager

• Prepare maintenance and calibration schedule for each equipment in workshop.

» Inspection equipments like Vernier, Gauges.
» Fire & safety equipments.
» Service equipment like 2 post lift, wheel balancer, aligner.
» Electrical equipments & water storage.
» Communication equipments like computers, modems.
• Liaison with equipment service centre and calibration agencies for annual maintenance
schedule/calibration plan (Refer Annexures SAS 18/A5, A6 & A7, Pages 209, 210,
• Maintenance
& 211 respectively).
In-charge
• Inspect each equipment as per the daily, weekly, monthly, yearly checks, as per
• Works Manager
supplier information.
• Designate each equipment with unique control number.
• Ensure the preventive maintenance and calibration of workshop tools and equipments
and record the details.
• Order and control the breakdown maintenance spare parts for workshop equipments.
• Carry out the tools/equipment monitoring every month to check any requirement &
equipment usage (Refer the Sheet as per Annexure SAS 18/A8, Page 212).
• Plan countermeasure for preventing repeat breakdown.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 201
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 18/A1 Description of 5S

Description of 5S

1. Seiri
Seiri (Shifting)
Seiri deals with sorting of the contents at the workshop, and removes all items that are not needed. Separate required objects
from those not required,
The procedure for Seiri is as follows:
and dispose of the
• Classify the tools, equipments and other material in the workshop into necessary and unnecessary items. unnecessary ones.
• Discard the unnecessary items. Following are ways to discard the unnecessary items:
» Dispose off the items that are useless for any purpose.
» Sell the unnecessary items to other company.
» Return the items to supply company.
» Lend items to other company.
• For the necessary items, decide where to use, how many to be used.
• Assign a Coordinator in the workshop to ensure Seiri application.

Under mentioned are a few tips to maintain Seiri at workshop, in accordance to the frequency of usage of items in the workshop:

Frequency of usage of item Action to be taken

No use for more than 1 year Discard
Use within 6 months to 1 year Keep in far distance
Use within 1 month to 6 months Collect and keep at one place of shop floor
Use in every week Keep within work area
Use in every day Easy picking; Easy return
Use in every hour Place within the arm's length

2. Seiton
Seiton refers to “a place for everything, and everything in its place” to enable easy access to needed items. Seiton is a way to eliminate
search. The procedure for Seiton is:
• Place necessary items sorted after Seiri at proper position
• Make easy to read notices of the name and no. of items placed at the location so that everyone can understand the items placed
at that location thereby avoiding the time wastage due to search by other persons also.
• Follow the under mentioned 4Ds to maintain Seiton:
» Definite parts Seiton (Sorting)
Keep required objects
» Definite location where they can be used
» Definite volume/quantity immediately.

» Definite display
• Assign a Coordinator in the workshop to ensure Seiton application.
• Under mentioned are a few tips to maintain Seiton at workshop:
» First in first out
» Identification through colour coding
» Visible control
» Stripes on files

Continued on next page

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
202 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Continued from previous page

3. Seiso
Seiso (Sweeping and
Seiso refers to systematic cleaning or the need to keep the workplace clean as well as neat. The cleaning)
procedure for Seiso is: Clean by disposing of
trash and unnecessary
• At the end of each shift workshop staff should clean up their workplace everyday. objects
• Everything should be restored at its place.
• This will help the workshop staff to understand the condition of their workplace and also builds
up confidence that all the items are at proper place.
• Under mentioned are a few tips to maintain Seiso at workshop:
» Make everybody responsible for maintaining his/her workplace.
» Maintaining cleanliness should be a part of the daily work - not an occasional activity
initiated when things get too dirty.

4. Seiketsu
Seiketsu refers to standardised work practices or operating in a consistent and standardised Seiketsu
(Spic and span)
fashion. The procedure for Seiketsu is:
Maintain a spic and span
• Properly maintain the above 3S’s in the workshop. condition by sifting, sorting,
sweeping and cleaning
• Everyone should be aware of his/her responsibilities to keep above 3S’s.
• Standardisation is the result that exists when the above 3S’s are properly maintained.
• The place degenerates very quickly if we do not standardise the processes.
• Under mentioned are a few tips to maintain Seiketsu at workshop:
» Make standards and rules in the workshop that everyone accepts and recognises.
» Seiri and Seiton should be done frequently in the workshop.
» Seiso with few frequency is of no use so maintain the frequency of Seiso.
» Seiri, Seiso and Seiketsu should be implemented completely.

5. Shitsuke
Shitsuke refers to maintaining and reviewing standards at the workshop. The procedure for Shitsuke
(Self-discipline)
Shitsuke is:
Create an environment and
• Once the above mentioned 4S’s are established they become the new way to operate atmosphere where spic and
span is a habit.
the workshop.
• Maintain the focus on this new way of operating the workshop and do not allow a gradual
decline back to the old ways of operations.
• If an issue arises such as a suggested improvement, a new way of working, a new tool or a new
output requirement, then a review of the above mentioned 4S’s is appropriate.
• The rules which are difficult to be followed by the senior staff members in workshop will not be
able to be kept by the other workshop staff also, so the senior staff members in the workshop
should follow the rules first and then it should be expected to be followed by the other
workshop staff.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 203
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 18/A2 5S Campaign Sheet

5S Campaign Sheet

Summary of Areas: Date of 5S Campaign:

NG/ NG/ NG/ NG/ NG/
Audit Area Audit Area Audit Area Audit Area Audit Area
OK OK OK OK OK

Vehicle receiving Job card Parking

Security cabin Help desk area
area opening area bays

Job card Display

Front office area Billing area Billing counter
opening area boards

Customer lounge
Customer lounge Driver lounge Canteen Wash rooms
and cafeteria

Washing (Pit/ramp/ Mopping

Washing area Air blow station Top wash area
engine room area area

Spare bays (Non- Alignment/ Customer care Training

Service bays
operational bays) Balancing/FI area office room

Oil change/
Shop floor area Engine room Technicians room Spare parts
storage area

Body repair Body shop Denting/Painting

Paint booth Salvage area
workshop office area bays

Name & Signatures of

Audit Points Work Area Observations/Remarks
Coordinator
All requisites placed
properly at the desired
location
Any unwanted material
lying in the area

Utilities functioning
properly in the area

Cleanliness of the area

Neatly dressed
manpower in uniform

Proper maintenance
of the records

Overall ambience
of the area

Works Manager General Manager

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
204 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 18/A3 Safety Check-sheet

Safety Check-sheet

Service Workshop
Date:
Observations/
S. No. Parameters Status (Y/N)
Remarks
1 Fire & safety approvals obtained from competent authorities
2 Electrical wiring is not hanging loose & is concealed
3 Oil/Lubes, waste clothes are not stored near electric control panel
Fire extinguishers are placed in the workshop & spare parts room. Easy accessibility to the
4
fire extinguishers when required
Fire extinguishers are checked & certified by the authorised agency as per the applicable
5
frequency
6 Training for usage of fire extinguisher is given to the users/staff
7 Trained fire & safety volunteers are available (Mention name of the Coordinator)
8 Clear path is available for movement of fire tanker
9 Condition of electrical boards/switches in the workshop
10 Condition of the wiring, plugs & sockets of all the equipments/machines in the workshop
11 Use of safety helmets by the Technicians working in post lift
12 Safety shoes are available & are put on by all the Technicians & concerned staff
13 Gum boots are available & used by washing staff & top wash area
14 Hand gloves are used by the Technicians while servicing the car
15 Oil drain trolleys are used to collect & dispose the waste oil to avoid the spillage
Working bays are regularly cleaned with cleaning agent to keep the area free from
16
any oil spillage
Inspection pits are not left open & are covered after the usage. Safety iron angles installed
17
on pits to avoid vehicle rolling in the pits
Usage of special tools is done as per the requirement to avoid injury/damage to the
18
workshop staff/vehicle
19 Safety certificates are available for the 2 post lifts/car lifts
20 Car lift is available (mention number of lifts, if yes)
21 Display of information regarding no person should use the lift during vehicle transfer
22 License for operating lift as per statutory requirements is available (check renewal dates)
23 Lift opens at single/both sides
24 Availability of double doors at the exit of car lifts (One on floor & other in lift)
25 Emergency alarm and fire extinguisher are available in the lift
26 Healthy environment with good air circulation near battery charging area
27 Lift help line number is displayed
28 All the emergency numbers are displayed in the workshop/front office
29 First aid kit is available in the workshop
30 Fire protection spray nozzles are all in good working condition
31 Separate storage area for inflammable consumables likes diesel/petrol/LPG/CNG etc.

Works Manager General Manager

Continued on next page

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 205
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Continued from previous page

Body Repair Shop

Date:
Observations/
S.No. Parameters Status (Y/N)
Remarks
1 Epoxy coating/flooring/tiling on the work floor
2 Welding goggles used by Denters
3 Painting gloves used for spraying
4 Dust mask/respirators used for sanding
5 Spray mask/air fed mask for spraying
6 Gun cleaning gloves
7 Safety shoes for staff
8 Anti-static dress for the painter in paint booth
9 Cleanliness of staff uniform
10 Dust extraction system in the body shop
11 Good air circulation near paint mixing area/paint storage area
12 Anti-static cloth used in the painting operations
13 Work floor brooming and mopping (no. of times)
14 Are there waste bins in the body & paint shop
15 Exhaust Fans in the body & paint shop
16 Are tools and equipments kept in their prescribed place
Faulty/defective electric switches/open wiring lines etc. in the paint/thinner (only
17
inflammable) storage area etc.
18 Is the waste disposal done in accordance with environmental regulations
19 Any spray outside the paint booth/not in assigned area
20 Usage of car safety devices like seat covers, fender covers etc.
21 Special paper (3M) for masking (No newspapers)
22 Availability of fire extinguishers in the body shop
23 Overall body & paint shop cleanliness
24 Display of emergency guidelines

Works Manager General Manager

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
206 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 18/A4 Safety Tips in Workshops

Safety Tips in Workshops

• Fully understand the operational principles, characteristics, safety guidelines and correct usage methods of equipment used
in workshop
• Before starting work check the service manual for procedures, precautions, and operation guidelines
• Wear the correct work clothes, work cap, helmets (while working under vehicle), safety shoes, protective glasses, mask
(during paint operation) during working

• Do not leave your collar or cuffs open, and do not roll up your sleeves
• Do not wear watch, metal belt and other accessories which may damage vehicle paint

• Use recommended tools to perform work

• Always lower protection cover while balancing wheel
• Do not work with oily, cracked or damaged tools

• Be cautious while working with hot parts and rotating pulleys & belts

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 207
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

• Remove (–ve) terminal of battery while removal of battery or working on vehicle. Turn off the ignition switch to prevent
any sudden movement in radiator fans.
• Be careful while handling radiator caps, fuel lines etc. to avoid any damage due to high pressure spray of coolant or fuel

• Do not leave parts or tools, used glove, shop cloth etc. in the engine compartment

• Know your surroundings when you working with other people. There is a danger that they will not notice your movements
and an accident may occur. Before performing actions such as starting the engine or operating a lift, be sure to call out to
other people

• Check around before sitting or bending for work

• Carefully check vehicle stability before vehicle jacking up/lifting

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
208 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Monthly Calibration Record Register

Workshop
Performance
Calibration/Accuracy Check Standard Calibration/Check Result Name of
Accuracy
SAS 18/A5

Equipment Check/
Equipment Result Checked Approved Date of Next Due
Equipment Checking Method/ Remarks (Details of Used for Calibration

& Loaner
S. No. Control (OK/Not By By Checking Date
Name Calibration Results Repair/Adjustment) Calibration Performing
Number OK)

for Customer
Person/

Vehicle Facility
Transportation
Company

(MOS)
Maruti On-
road Service
(MMS)
Support

Workshop
Maruti Mobile
Faster Vehicle

Express Service
Service Through

and Two-tech Bay

Monthly Calibration Record Register

and Delight
Convenience
for Customer
Service Facilities

Motivation
Manpower
Requirement,

Development &
Roles Responsibilities,
Signature of Maintenance In-charge Signature of WM
Workshop Operations Process Standards

209
210
Monthly Maintenance Record Register

Maintenance Checks

Vehicle
Name of
Maintenance Checklist followed Checked Date of Next Due

Delivery at
Maintenance

Tracking for
Equipment Remarks (Details of by Maintenance Date
SAS 18/A6

S. No. Equipment Name (As per Vendor Guidelines e.g. Company

Promised Time
Control Number Repair/Adjustment)
Daily, Weekly, Monthly Checklist)

Right
First Time
Workshop Operations Process Standards

repairs
Availability
Spare Parts

for Service/
Final
and Inspection
Washing

Cleaning
Service
of Post-

Follow-up
Monthly Maintenance Record Register

Effectiveness
Customer
Capturing

and taking
Countermeasures
Feedback, Analysis
5S &
Safety
Signature of Maintenance In-charge Signature of WM
Review
Annual Calibration Plan for Workshop Tools/Equipments

Workshop
Performance
Equipment Name and Frequency Year: 2014-2015
Calibration
Control Make of the of Months Remarks
SAS 18/A7

Agency
Number Equipment Calibration
Apr May June July Aug Sept Oct Nov Dec Jan Feb Mar

& Loaner

for Customer
Vehicle Facility
Transportation

(MOS)
Maruti On-
road Service
(MMS)
Support

Workshop
Maruti Mobile
Faster Vehicle

Express Service
Service Through

and Two-tech Bay

and Delight
Convenience
for Customer
Service Facilities

Motivation
Manpower
Requirement,

Development &
Roles Responsibilities,
1. Put a circle in the calibration month's column
Annual Calibration Plan for Workshop Tools/Equipments

2. Maintain equipment controlling records for each equipment

3. Blacken the circle after the actual calibration is done
4. Indicate revision and it's reason in the remark column. Put revision no. in the triangle
Workshop Operations Process Standards

211
212
Tools & Equipments Monitoring Sheet

Vehicle
Required Remarks (on usage/ Remarks (On Usage/
S. Name of Tools and S. Name of Tools Required as

Delivery at
as per Availability brake down/specific Availability Brake Down/Specific

Tracking for
No. Equipments No and Equipments per norms
SAS 18/A8

norms requirement) Requirement)

Promised Time
1 2-Post Lift 16 Battery Tester

Right
2 Car Lift 17 Battery Charger

First Time
3 Air Compressor 18 Spark Plug cleaner
Workshop Operations Process Standards

Car Washer
4 (Automatic if 19 Tyre Changer
available)

repairs
5 CO/HC 4 Gas Analyser 20 Engine Parts Cleaner

Availability
Spare Parts

for Service/
Multi Meter-Digital/
6 Smoke Meter 21
Analogue
Torque Wrench Air Filter Cleaning

Final
7 22
(Mechanical) Equipment

Inspection
Automatic Air
8 SDT 23
Inflator
Tool Trolleys with
9 Wheel Balancer 24

and
All Tools

Washing

Cleaning
Express Service Tool
10 Wheel Aligner 25
Trolley
11 Vacuum Cleaner 26 Head Lamp Aligner
Express Equipment
A/C Recycling

Service
12 (Brake Bleeder/ 27

of Post-
Equipment
Tools & Equipments Monitoring Sheet

Follow-up
Coolant Fresher)

Effectiveness
Oil Management
13 Verniers & Gauges 28
System
Fuel Injector Cleaning Special Tools Kit -
14 29
Machine All Models

Customer
Capturing

and taking
Fuel Pet Equipment Maintenance of
15 30
with Diesel Adapter Tools & Equipments

Countermeasures
Feedback, Analysis
• Condition/usage of tool/equipment:
• Calibration done as per requirement:
• Any breakdown observed (last month):

5S &
Safety
Maintenance In-charge Works Manager
SAS 19

Workshop Performance
Review

SAS 19
Objective
• To review workshop performance
on key parameters and plan
countermeasures for improvement
• To involve the workshop staff for
improvement in the workshop processes
& enhance performance
Workshop Operations Process Standards

Step 1:
Constitute a steering committee in the workshop to review workshop performance

• Constitute a steering committee with the purpose of identifying areas for improvement Responsibility
in the workshop processes that effects the workshop business and customer satisfaction
and take countermeasures. • General Manager

Step 2:
Identify members of the steering committee

• The steering committee shall consist of the following members: Responsibility

» General Manager (Service) - Head of the Committee
» Works Manager
» Spare Parts Manager
» Customer Care Manager
» Bodyshop Manager
» Customer Care Executive - 1 person
» Service Advisor - 1 person
» Supervisor - 1 person • Customer Care
» Technical Advisor - 1 person Manager
» Pick-up & Drop coordinator
» Washing Supervisor - 1 person
» In-house Trainer
» Dealer Technical Leader
» Help Desk Coordinator
Steering committee members details must be displayed in GM / WM cabin & workshop floor.

Step 3:
Prepare meeting agenda & workshop performance trends

• The steering committee members shall meet once in a month. Responsibility

• Prepare any specific agenda in consultation with the Works Manager and communicate
to the steering committee members.
• Review the following workshop performance parameters:
» Service load trend
» Manpower availability & training record
» CSI performance in feedback cards & telephonic survey • Customer Care
» Vehicles hold up beyond promised time in service and body repairs Manager
» Customer complaints
» Revisit & reasons for repeat visits
» Weak areas identified based on customer feedback
• Prepare workshop performance review presentation for sharing with the steering
committee members.
• Maintain a record of the meetings and implement the necessary countermeasures to
• General Manager
improve the workshop performance (Refer Steering Committee Meeting Record as
• Works Manager
per Annexure SAS 19/A1, Page 215).

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
214 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Steering Committee Meeting Record

Workshop
Performance
Meeting Date:
Members Present:
SAS 19/A1

& Loaner
S. No. Name Designation S. No. Name Designation

for Customer
1 9

Vehicle Facility
Transportation
2 10
3 11

(MOS)
4 12

Maruti On-
road Service
5 13
6 14
7 15

(MMS)
Support

Workshop
8 16

Maruti Mobile
Minutes of Meeting:

S. No. Areas of Improvement Identified Corrective Action to be taken Responsible Person Target Date
1

Faster Vehicle
2

Express Service
Service Through

and Two-tech Bay

3
4
Steering Committee Meeting Record

and Delight
Convenience
for Customer
Last Meeting Observations:

Service Facilities
S. No. Observations in last meeting Actions taken Date of Action Responsibility
1
2

Motivation
Manpower
Requirement,
3

Development &
Roles Responsibilities,
Customer Care Manager Works Manager/General Manager
Workshop Operations Process Standards

215
SAS 20
Transportation &
Loaner Vehicle Facility
for Customer

SAS 20
Objective
• To provide transportation vehicle
to customers
• To provide an alternate vehicle to the
customer, as per norms, if customer
vehicle is held up at the workshop
Workshop Operations Process Standards

Transportation facility
Norms for transportation vehicle to drop customer to nearby convenient location

Norms for transportation vehicle (Shuttle service): Responsibility

• Workshop with monthly service load < 500 - any MSIL vehicle.
• Up to 1200 vehicles - One A/C vehicle (Eeco).
• Up to 1200 - 1800 vehicles - Two A/C vehicles (one Eeco and one Swift). • Works Manager
• More than 1800 vehicles - Three A/C vehicles (one Eeco, one Swift and one WagonR).
• In case body repair workshop is located at different location from the service workshop,
• Body Shop Manager
one A/C vehicle (WagonR) must be available for body repair workshop customers.

Step 1:
Offer customer to avail free transportation facility

Responsibility
• Inform customer about transportation facility during appointment confirmation.
• SMR Executive

• Offer customer to avail transportation facility during job card opening. • Service Advisor

Step 2:
Install display board for customer awareness

• Display availability of transportation facility in front office and vehicle receiving area in Responsibility
the form of board/poster or electronic media like scrollers.
• Ensure branding of transportation vehicle. • Works Manager

Step 3:
Maintain the transportation vehicle

• Ensure good maintenance and performance of the transportation vehicle for the Responsibility
convenience of the customer.
• Ensure transportation vehicle is equipped with facilities like reading material, drinking • Works Manager
water, customer awareness posters, LCD displays etc.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
218 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Loaner Vehicle Facility

Step 4:
Follow the criteria for offering loaner vehicle to the customer

Criteria for providing free loaner car to the customer: Responsibility

• Vehicle is within warranty period and needs to be retained for more than 24 hours
for repair. • Customer Care
• Any critical failure or replacement of parts necessitating the vehicle to be retained for Manager
more than 24 hours. • Works Manager
• Based on the judgment and wisdom of the Works Manager/General Manager.

Step 5:
Complete documentation while providing loaner vehicle to customer

• Take a formal request letter and undertaking (terms and conditions of usage of loaner Responsibility
car) duly signed by customer while giving the loaner car (Refer Loaner Car Request
Form as per Annexure SAS 20/A1, Page 220).
• Keep the records of each loaner car, handed over to customers. • Works Manager
• Monitor the usage of every loaner car in the workshop on monthly basis (Refer Free
Loaner Car Provided Register as per Annexure SAS 20/A2, Page 222).
Note: Workshops may further consult their Legal Advisors and make necessary changes required in the undertaking format, in line with the
local rules and regulations.

Step 6:
Maintenance of the loaner vehicle provided to the customer

• Take care of the following important points while handing over the vehicle to customer: Responsibility
» Vehicle must be in a good running condition and well maintained.
» Provide all required documents to customer with the loaner vehicle.
» Audit each loaner vehicle every month for maintenance, cleanliness and smooth • Works Manager
operations (Refer Loaner Vehicle Audit Check-sheet as per Annexure SAS 20/A3,
Page 223).

Step 7:
Availability of loaner vehicles

• Ensure availability of loaner vehicles required for the workshop as per the norms Responsibility
(Refer Free Loaner Car Required as per Annexure SAS 20/A4, Page 224). • Works Manager

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 219
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 20/A1 Loaner Car Request Form

Loaner Car Request Form

Dealer Name: Dealer Address:

To, Date: .......................................

Vehicle Inventory
The Manager

Subject: Request for loaner car in place of my car given for service/repairs at your
workshop.

I have given my car bearing registration no. ..................................... model ........................

for inspection/service/repairs at your workshop on .............................................................

Mud flaps (Nos)
Since, I require car for attending to my daily chores till the time inspection/service/repairs of 1.
my car are completed, I request you to provide me with a loaner car of any Maruti Suzuki
2.
model and make. Tyre make
3.
I hereby agree and undertake to be solely responsible and liable for all the Police challans/ 4.
actions, accident loss and/or mistake of any kind, while using the loaner car. Wheel cap cover (Nos)
Wind screen OK Not OK
I also agree to properly maintain and upkeep the loaner car and shall return it in same
condition as set out in the car details and condition report shown on the right hand side of Battery make
Sr. no.:
this letter.
Spare wheel Yes No
I have read, understood and give my undertaking and agree to all the terms & conditions Jack and handle Yes No
mentioned on the back side of request letter.
Tool kit Yes No

(Customer Signature) Service Booklet Yes No

Date & time of receiving loaner car: ................................................................................. Stereo Yes No
Key ring Yes No
Name: ................................................................................................................................
Fuel
Address: …………….........................................………………………………………………
Mats
……………………...................................……………………………………………………… Yes No
AC
Driving License No.: .......................... Issued by: .......................... Valid up to: .................... OK Not OK
Amplifier make
Loaner Car Details CD changer
Registration No: Model: Speakers (Nos)
Out time: Out Kms: Tweeter (Nos)
In Date: In Time: Extra fitment Yes No
In Kms: Insurance Yes No
PUC Yes No
Dealer/Workshop Signature/Stamp
RC copy Yes No

Front Page

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
220 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Terms and Conditions

1. The loaner car (hereinafter referred to as “car”) is offered by dealer/workshop only to the customer upon his/her request. The car
has been provided to the customer as a matter of courtesy and the (dealer/workshop) is not any obligation for the same.
2. The customer understands and agrees that loaner car provided to him/her is not a substitute for the vehicle left by him/her the
dealer/workshop for inspection/service/repairs.
3. The customer agrees that the service vehicle is provided solely on his request and there is no obligation on the part of the company
to provide such facilities and the company reserves its rights to with draw loaner car and/or call back at any time and it shall be the
description of the company. On such occasion, the customer agrees to return the loaner car within six hours.
4. The customer/representative accepts and confirms that the car has been handed over to him/her in a road worthy and good
running condition as set out in car details and condition report.
5. The customer/representative undertakes and agrees to use the car solely for his/her personal use and not for any commercial or
other use during the period the car is availed to him/her.
6. The customer/representative undertakes that his/her driver...................... is holding a valid driving license/bearing no. ......................
issued by...................... valid up to.......................
7. The customer/representative also agrees and undertakes to put to use the car prudently and with due care and caution and keep
it free from any damages.
8. The customer/representative agrees to use car within the city only.
9. The customer undertakes and agrees the he/she will be solely responsible/liable for any police challans, accident, any damage to life
and property, loss of car and for misuse of any kind, with respect to usage of car by him/her or his/her representative.
10. The customer/representative undertakes and agrees that the loaner car will not be used for any illegal or unauthorised purpose
during the period the car is availed by him/her.
11. In the event of loss/theft or accident of car, the customer/representative agrees to inform forthwith the dealer/workshop, about
such loss/theft or accident and will provide full details about such loss/theft or accident (damage caused to car, public property or
loss of life etc.). The customer/representative further agrees and undertakes to immediately inform the concerned Police Station
about the loss/theft or accident and lodge an FIR (First Information Report).
12. The customer/representative undertakes and agrees to fully indemnify dealer/workshop against all criminal and civil action and
liabilities that may arise, for any acts or responsibilities arising for and on behalf of customer or his/her representative in case of
breach of any/or all the terms and conditions set forth herein. The customer further indemnifies dealer/workshop for any liability
that may arise against them under Motor Vehicle Act 1988.
13. The customer undertakes and agrees to reimburse the dealer/workshop in respect of any claim injury loss or damage or expenses
including but not limited to attorney fees, court charges occasioned directly or indirectly arising out of any acts or responsibility of
customer/representative, due to violation of agreed terms and conditions.
14. Upon intimation by the dealer the customer undertakes to return the car without any delay and in any case within twelve hours of
such intimation. In case the customer falls to return the car within the time stipulated herein, the dealer/workshop shall take the
possession of car and customer undertakes and agrees not to restrain/interfere with such action of the dealer/workshop. Customer
shall be liable for parking charges for his/her vehicle at the dealer/workshop premises @ Rs… ...............................................
(Rupees …...........................................................................................................................................only) per day (24 hours).
15. The customer agrees to fully indemnify and make good any loss/causing to the dealer/workshop as a result of contravention of
terms and conditions. The same included and is not limited to damage or loss that may be caused to car during the usage of loaner
car facility, by customer.
16. All disputes arising under the above terms and conditions shall be subject to the exclusive jurisdiction of the competent courts at
the place of business of the (dealer/workshop).

Date: Signature of Customer

Back Page

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 221
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
222
Free Loaner Car Provided Register

Vehicle
Date:

Delivery at
Tracking for
SAS 20/A2

Promised Time
No. of Days
Customer Vehicle Reason for
Customer Loaner Car Vehicle Vehicle Kept Signature of
S. No. Contact No. Vehicle Returned Providing
Name No. Provided Date with the GM / WM

Right
Regn. No. Date Loaner Car
Customer

First Time
Workshop Operations Process Standards

repairs
Availability
Spare Parts

for Service/
Final
and Inspection
Washing

Cleaning
Free Loaner Car Provided Register

Summary for the Month:

Service
of Post-

Follow-up
Effectiveness
S. No. Loaner Car Regn. No. No. of Days Vehicle Kept with the Customer % Utilisation

Customer
Capturing

and taking
Countermeasures
Feedback, Analysis
5S &
Safety
Total
Workshop Operations Process Standards

SAS 20/A3 Loaner Vehicle Audit Check-sheet

Loaner Vehicle Audit Check-sheet

Vehicle No.: Date of Audit:

Model: Date of Last Service:

Kms Covered:

Check Point OK/Not OK Actions Taken if Not OK

Check last maintenance done as per schedule check operation of the vehicle

1. Clutch Operations

2. Brake Operations

3. Pick-up & Running Operations like Pulling, Wobbling etc.

4. Noise from the Vehicle

5. Lights Operations

6. AC Functioning

Check for Vehicle Cleanliness

1. Exteriors

2. Interiors

3. Seats and Upholstery

Any Other Observations

Signature of Works Manager

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 223
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 20/A4 Free Loaner Car Required

Free Loaner Car Required

Minimum Loaner Cars

Model Options
Service Workshop Load Required
(Average Monthly)
A-Category Cities B-Category Cities C-Category Cities Nos. Total

< 900 Swift WagonR WagonR 1 1

Swift Swift WagonR 1

900 ~ 1500 2
Swift WagonR WagonR 1

Swift Dzire/SX4 Swift Swift 1

1501 ~ 2000 Swift Swift WagonR 1 3

Swift WagonR WagonR 1

Swift Dzire/SX4 Swift Swift 1

> 2000 Swift Swift WagonR 1 4

Swift WagonR WagonR 2

*Workshop with average monthly load < 500 can maintain any MSIL vehicle for loaner facility

Minimum Loaner Cars

Model Options
Body Repair Workshop Required
Load (Average Monthly)
A-Category Cities B-Category Cities C-Category Cities Nos. Total

< 100 Swift WagonR WagonR 1 1

Swift Swift WagonR 1

101 ~ 200 2
Swift WagonR WagonR 1

Swift Dzire/SX4 Swift Swift 1

201 ~ 300 Swift Swift WagonR 1 3

Swift WagonR WagonR 1

Swift Dzire/SX4 Swift Swift 1

301 ~ 450 Swift Swift WagonR 1 4

Swift WagonR WagonR 2

For every additional load

One Swift
of 100 cars beyond 450

Category Definition: Category of cities is based on yearly sales volume of (mid size+premium) segment i.e. (Swift+Swift Dzire+SX4)
A-Category: Sales volume > 500
B-Category: Sales volume between 200 ~ 500
C-Category: Sales volume < 200

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
224 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
SAS 21

Maruti On-road Service

(MOS)

Objective

SAS 21
• To provide the required assistance to
customer for breakdown vehicle through
Maruti On-road Service (MOS)
Workshop Operations Process Standards

Step 1:
Provide emergency breakdown assistance to
our customers

• In case of vehicle breakdown, workshop must provide on-road service for repair of Responsibility
vehicles through Maruti On-road Service (MOS).
• MOS vehicle should be available in the workshops.
• MOS team should carry the following items on a visit to attend a breakdown vehicle:
» All necessary tools and equipments as per Circular No. D-07/2004, apart from vehicle
and manpower.
» Required stationary like MOS log book/job slip/feedback card, etc. • General Manager/
» First aid kit Works Manager
» Contact nos. of local crane services, taxi providers
• Install GPS/GPRS based vehicle tracking system in MOS vehicle, for better monitoring of
MOS operations and reduce the cost of operation. (Refer Circular No. D-41/2008 dated
22.12.2008 for details on GPS/GPRS).

Step 2:
Methodology

• In case of breakdown, customer calls MSIL's toll free number 1800 102 1800 Responsibility
• Call centre transfer customer location details, vehicle details and breakdown to
the workshop. • MSIL Call Centre

• Reach the breakdown location and attend the vehicle

• For details of MOS operations (Refer Flowcharts as per Annexures SAS 20/A1 & A2, • MOS Technician
Page 228 & 229 respectively).
Note: In case, customer calls the workshop directly for request of breakdown assistance, workshop must provide the MOS support to
the customer.

Step 3:
Provide proper response to the customer

• Interact courteously with the customer. Responsibility

• Respond immediately on receiving the breakdown call.
• Put best efforts to help the customer to get out of the emergency situation by • MOS Technician
coordinating with the workshop & local towing facilities.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
226 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 4:
Maintain records of vehicles attended through MOS

• Keep record of customers attended on MOS calls (Refer MOS Tracking Register as Responsibility
per Annexure SAS 21/A3, Page 230).
• Open job slip while attending the breakdown on site and later on enter in DMS.
(Refer MOS Job Slip as per Annexure SAS 21/A4, Page 231).
• Take feedback from customers attended through MOS as per feedback card • MOS Technician
(Refer Feedback Card as per Annexure SAS 21/A5, Page 232).
• Share the feedback card with CCM for reference. In case the customer has given low
rating, then resolve customer’s issue.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 227
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 21/A1 MOS Operations – By Call Centre

Call received at call centre Call to be answered in 3 rings

Executive to take customer and vehicle

Acknowledgement of call with details as per the script. Inform the customer
complaint no. to customer via SMS about MOS charges (if applicable)

Refer the city map for locating the nearest

Call to the nearest MOS Technician
MOS Technician

Record the
reason if No Confirmation
1st call escalation to WM/GM Arrange for resolution
unable to received
Follow attend the call No response for 3 calls

the SMS
escalation 2nd call escalation to TSM/ROC
Update the call
matrix if Yes No response for 3 calls centre about the
complaint arrangement
not allocated 3rd call escalation to RSM
in 8 minutes No response for 3 calls
Call other Time to attend
No
nearest MOS < 35 minutes 4th call escalation to ZSH
Technician Call centre to call
No response for 3 calls the Technician as per
the arrangement
Yes 5th call escalation to SR1

Time to attend Yes SMS to MOS Technician Give vehicle and breakdown location details
< 35 minutes

No Confirmation to
customer via SMS Give Technician mobile no. and tentative
Allocate the call to the Dealer reaching time
who has given minimum time
to attend the customer Confirmation call to
customer about contact After 15 minutes since call allocation
by MOS Technician
Update the customer about
the approximate time to
attend him

Technician called No
Call the Technician for reaching status
the customer

Yes Confirm the customer about reaching status

Call received from Technician about

Record time of attending
meeting the customer

Call received from Technician about

Record time of resolution
resolution of complaint

Call the customer and take

confirmation about resolution

No
Resolved Call MOS Technician for resolution

Yes
Take customer feedback and close the case

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
228 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 21/A2 MOS Operations – By Workshops

Call received by the Dealer Technician

Unable to
As per Call centre
attend
Confirmed MOS flow to record
process reason

SMS received from the call centre about

the breakdown location, nature of Give tentative time to call centre to
breakdown, vehicle details, customer reach the customer
mobile no., complaint no.

Take clarifications on vehicle and location

Assurance call to customer within 5
details and give estimated reaching time
minutes of allocation
to customer

In case of delay call the customer

No
Repairable on site Arrange to tow the vehicle to workshop

Yes

Repair the vehicle Call to the call centre and inform the status

Fill the details in the job slip

Charge the customer as per MSIL norms

Give cash receipt to the customer in

case of paid job

Take customer feedback

Call the call centre after resolution

Handover job slip to DMS Operator for

opening job card in DMS

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 229
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
230
MOS Tracking Register

Vehicle
MOS Regn. No.: Dealer Name and Location:

Delivery at
Name of MOS Technician (A Shift): Location of MOS:

Tracking for
SAS 21/A3

Promised Time
Date: Shift Timing:

Right
Complaint Details MOS Vehicle

First Time
Allotted by Complaint Payment
For Vehicle Nature of Complaint Within Out of
Workshop Operations Process Standards

S. No. Model Call Centre/ Attended Collected Control Start End

Regn. No. Breakdown Received Warranty Warranty Signature
Others Time from No. Km Km
Time (Y/N) (Y/N)
(AM/PM) Customer

repairs
1.

Availability
Spare Parts

for Service/
2.

Final
Inspection
3.
MOS Tracking Register

and
4.

Washing

Cleaning
5.

Service
of Post-
6.

Follow-up
Effectiveness
7.

Customer
Capturing

and taking
8.

Countermeasures
Feedback, Analysis
9.

5S &
Safety
10.
Workshop Operations Process Standards

SAS 21/A4 MOS Job Slip

Dealer Name and Address

Date: ........................................

Time: ........................................

Customer Name:

Registration No. Model

Chassis No. Engine No.

Date of Sale Mileage

Extended Warranty Yes No
EW Contract Number

Complaint Description

Reason of Complaint

Action Taken

Job is Performed to My Satisfaction

MOS Technician's Name and Signature Customer's Signature

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 231
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 21/A5 MOS Feedback Card

XYZ Limited, City

Address
Feedback Card
Maruti On-road Service (MOS)

Date:.....................................
Customer Name: ...................................................................... Vehicle Details: ..........................................................................
Address: ................................................................................... Model: ......................................................................................
................................................................................................. Date of Purchase: ......................................................................
................................................................................................. Registration No.: .......................................................................
................................................................................................. Chassis No.: ..............................................................................
Telephone No.: ......................................................................... Engine No.: ...............................................................................
Mobile: .................................................................................... Kms: .........................................................................................
Call Received From:
Workshop: ..................................................................

Maruti Suzuki Helpline (MOS): .....................................

Nature of Breakdown:

What time did you call for Maruti On-road Service (MOS): AM/PM
What time MOS person reached you: AM/PM

Please spare a few minutes to give us Excellent Good Average Unacceptable

feedback on the following: (Please tick) 10 9 8 7 6 5 4 3 2 1
How easily could you contact
1
Maruti On-road Service
2 Friendliness and courtesy in serving you
OK Not OK Not charged
3 Charges for repairs (Put tick)

4 Availability of required tools and spares

Ability to identify and fix the problem
5
of vehicle
Overall experience with Maruti
6
On-road Service

7 Suggestions for Improvements:

Customer's Signature MOS In-charge

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
232 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
SAS 22

Maruti Mobile Support

(MMS) Workshop

Objective
• To provide doorstep service for
customer convenience
• To enhance dealer service capacity and SAS 22
support customer retention
Workshop Operations Process Standards

Maruti Mobile Support Workshops

Maruti Mobile Support (MMS) workshop is a mobile workshop which provides vehicle service/repairs at doorstep
of customer's place or nearby locations, for their convenience. It helps dealers to increase service capacity, improve
business with higher customer retention.

MMS workshop is a Maruti Suzuki Eeco vehicle fitted with tools trolley, generator, compressor, air tank, water tank,
water & air hose reel, spare parts storage rack, wheel balancer, pneumatic gun, spark plug cleaner, hydraulic jack, dry
washing kit, tablet etc. for vehicle service/repairs.
• Scope of work: Free service, minor paid service, minor running repair.
• Manpower: Each MMS is operated by one trained Service Advisor and one trained Technician. In case, a workshop
has 2 or more MMS, then exclusive Marketing Executive and MMS Coordinator are required.

2
9

7
3
8 4

6 5

1 Spare Parts Storage 4 Engine Driven Compressor 7 Water Tank

2 Air Hose Reel 5 Wheel Balancer 8 Tools Trolly

3 Engine 6 Air Tank 9 Water Hose Reel

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
234 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 1:
Maruti Mobile Service (MMS) deployment
and utilisation

• Territory mapping to be done for MMS to identify locations for operations Responsibility
(Refer Mapping Sheet as per Annexure as per SAS 22/A1, Page 239).
» Within city
» Outside city
• Within City Operations:
» Identify potential locations as per vehicle park (based on sales/service data).
» Identify localities like group housing societies, corporate office complexes, corporate
housing complexes and individual customers in big localities.
» Make cluster of these localities to reduce the transit time of the MMS.
» Prepare weekly/monthly deployment plan. • Works Manager
• Outside City Operations:
» Identify the potential villages/talukas as potential locations.
» List down these locations as per the vehicle park (based on sales/service data) and
distance from MMS operating workshop.
• Make frequency of visit, as per appointments available in both "Within City" &
"Outside City" operations (Refer MMS Deployment Plan as per Annexure
SAS 22/A2, Page 241).

Step 2:
Inform customer about MMS availability and visit plan

• Display MMS poster/banner & distribute leaflets in showroom and workshop, to ensure Responsibility
customer awareness for the doorstep facility through MMS workshop. • Works Manager
• Inform the customer about service facility through MMS workshop and benefits during
welcome call to new car sales customer.
• Offer service through MMS workshop during 1st service reminder and subsequent
• SMR Executive
service reminders.
• Offer MMS workshop facility to all the lost customers and customers requesting for
pick-up & drop facility.

Step 3:
Generate appointments for MMS service

• Generate appointments during service reminder for the following: Responsibility

» Free service
» Minor paid service without additional repairs.
• SMR Executive should also generate appointments from the database of lost customers • SMR Executive
and camp data.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 235
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

• Fill the appointment register, with 5-6 service appointments on daily basis in the same Responsibility
locality/direction as per the customer’s convenience and also to reduce transit time
(Refer MMS Appointment Register as per Annexure SAS 22/A3, Page 242). • SMR Executive
• Handover the appointment details to the MMS Service Advisor at least one day in advance.

Step 4:
Check readiness of the MMS vehicle one day
in advance

• Receive appointments for the next day from the SMR Executive. Responsibility
• Re-confirm appointment with the customer and note any additional jobs/spares
requirements one day in advance.
• Complete the spares/special tools requirement as per the repairs/jobs of next day • MMS Service
appointments of the MMS workshop. Advisor
• Carry manual job card & bill book.
Note: As good practise, use laptop/tablet for job card opening for customer convenience.

Step 5:
MMS readiness and advance information to customer, on the day of service

• Re-check the MMS vehicle readiness in terms of spare parts and required stationary before Responsibility
leaving the workshop. • MMS Service
• Inform the customer about the time of reaching his/her place 30 minutes in advance. Advisor

Step 6:
Capture customer demanded repairs

• Open job cards in DMS for the vehicles serviced through MMS workshop (in case job Responsibility
cards are opened manually at the location, open job cards at the workshop afterwards)
» Capture all demanded repairs in the tablet or manual job card & mention instructions
for the required repairs.
» Note the inventory, fuel level indication and scratches, if any, on the job card. • MMS Service
» Conduct road test along with the customer, wherever required. Advisor
» Enter any additional jobs required to be done after road test in the job card.
» Prepare the cost estimation of service/repairs, explain and mention on the job card
before taking customer's signatures on the job card.
• Carry out the vehicle service/repairs on the MMS vehicle as per the periodic schedule
• Technician
and customer demanded repairs
Note: Punch job cards in DMS with “MMS” service type.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
236 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 7:
Note additional service requirements for the vehicle

• Note down the following customer requirements: Responsibility

» Any pending repairs which could not be completed through MMS workshop.
» Body repair requirements
» Major jobs to be performed at the workshop only.
» New vehicle sale/True Value/Maruti Insurance/Extended Warranty/MGA etc. • MMS Service
• Fix appointments for the service requirements in the workshop for the above mentioned Advisor
repairs/requirements.
• Provide all enquiries/leads to CCM/MMS Coordinator on daily basis.

Step 8:
Carry out final inspection of the vehicle

• Verify completion of demanded repairs in the vehicle. Responsibility

• Carry out final inspection of the vehicle (Refer FI Check-sheet as per Annexure
SAS 14/A1, Page 158). • Service Advisor

Step 9:
Provide bill for the repairs done

• Explain repairs done and charges to the customer. Responsibility

• Take customer signatures on job slip/job card for confirmation on explanation of jobs
done & charge (stamp for confirmation can also be used).
• Provide manual bill to the customer after explanation of work done and charges. • Service Advisor
• Send DMS generated invoice through e-mail/courier next day of the service.

Step 10:
Capture customer feedback after vehicle service

• Take instant feedback from the customer (Refer MMS Feedback Card as per Responsibility
Annexure SAS 22/A4, Page 243). • Service Advisor

• Conduct Post-Service Follow-up of all the service done through MMS (Refer Talking
• CCE
Points as per Annexure SAS 9/A4, Page 115).

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 237
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Step 11:
Prepare MMS workshop performance report

Responsibility
• Prepare daily and monthly MMS performance report (Refer Reports as per Annexure • Works Manager/
SAS 22/A5 & A6, Pages 244 & 245 respectively). Customer Care
Manager

Step 12:
Maintain the MMS Vehicle

• Maintain the upkeep of the MMS vehicle through a monthly check (checking the vehicle Responsibility
operations & performance, tools/equipment operations, maintenance, cleanliness etc.)
» Follow the vehicle periodic maintenances schedule.
» Carry out MMS kit "Engine" maintenance schedule.
» Inspect air and water leakages at reservoir joints and on the hose reels.
» Inspect compressor oil level through indicator. • MMS Service Advisor
» Follow User Manual for wheel balance calibration, whenever required. • Works Manager
» Inspect & tighten nuts/bolts of storage rack, MMS kit base etc. as per requirement.
» Carry out "Spark Plug Cleaner-Sand Replacement", whenever required.
» Contact MMS kit supplier for any service support.

Note: Refer MMS Workshop Process Flow as per SAS 22/A7, Page 246.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
238 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 22/A1 Mapping of Service Territory to Identify Potential Locations

Mapping of Service Territory to Identify Potential Locations

Within City Operations*

• Identify potential location as per vehicle park.
• Generate list of customers from DMS as mentioned in SAS 1, Page 7 for the following categories:
» Free service due customers
» Customers not reporting after service due
» Lost customers
• Map these customers as per the area pin codes in the city.
• Identify clusters of these locations based on distance from workshop & potential number of customers available, for
example as under:

Name of Cluster Distance from Main Workshop Car Park Nos.

Cluster A 1~4 kms 450
Cluster B 5~8 kms 910
Cluster C 9~15 kms 890
Cluster D 16~20 kms 640
• Based on identified clusters, call customers & take appointments through SMR calling for MMS workshop visits.
• Plan MMS visits to respective clusters with a view to minimize distance covered/travel time of MMS workshop.

Cluster D Cluster B

16~
20 s
kms Dealer Main km
Workshop 5~8
Car Park: 640 Vehicles Car Park: 910 Vehicles

s
Cluster A km 9~1
Cluster C
1~4 Car Park: > 3000 Vehicles 5 km
s

Car Park: 450 Vehicles Car Park: 890 Vehicles

: Localities/Sectors/Housing Societies within City

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 239
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Outside City (Rural Coverage)*

• Capture sales data from DMS (Sales Register) (DMS Link: Sales Reports 
Register 
Sales Register).
• Identify the potential villages in terms of vehicle sales & vehicle park.
• Make clusters based on distance from main workshop & potential number of customer availability.
• Based on clusters formed, identify centre location to cover all vehicles in a cluster, for example as under.

Identified Central location for MMS

Name of Cluster Name of Villages Car Park Nos.
Workshop

Cluster A Village 1,2,3 450 Village 2

Cluster B Village 4,5,6 425 Village 4

Cluster C Village 7,8,9 120 Village 9

Cluster D Village 10,11,12 580 Village 11

• Plan “Fixed Day Fixed Location” for the MMS workshop to these centre location as per requirement (at least once in a
month) inform customers of respective clusters regarding MMS workshops visit schedule to the centre locations.

Cluster A: Cluster B:
Village 1,2,3 Village 4,5,6

20~ s
25 km
km 30
Car Parked: s 26~ Car Parked:
450 425

ms 31~
40 k 35 k
Cluster D: 36~ ms Cluster C:
Car Park: >3000
Village 10,11,12 Village 7,8,9
Vehicles

Car Parked: Car Parked:

580 120

*Above mentioned are only examples of mapping process. Actual territory mapping will depend upon main workshop
location, no. of villages, sales volume, distance of potential locations etc.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
240 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 22/A2 MMS Deployment Plan

MMS Deployment Plan

Month:
Dealership Name: Dealer Code: Place: Region:
MMS Vehicle Registration No.: Days Planned: Locations Planned:
Sr. No. Name Designation Contact No.
1
Dedicated Manpower Details:
2
3
Location Distance From Dealer MSIL
Date Day
Tehsil/Block/Taluka or Society/Colony/Sector Workshop (Kms)

S. No. Name of Location Maruti Suzuki Vehicle Park

1
2
3
4
5
6
7
8
9
10

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 241
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 22/A3 Daily MMS Appointment Register

(Mention Fresh

Date in case of
Rescheduling)
Appointment
Remarks

Reporting
Actual

Time
Name of

Advisor
Service
Service/
Type of

Repair
Daily MMS Appointment Register

Model
Registration
Number
Location
Contact No.
Customer
Name
S. No.
Appointment
Time
Date:

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
242 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 22/A4 MMS Feedback Card

MMS Feedback Card

Dear Customer,

Thank you for getting your vehicle serviced through Maruti Mobile Service (MMS) facility.
We would like to know how we performed. Please spare few moments to give us your valuable feedback as it will help us in
improving our services.

Please rate your service experience on the following parameters

Excellent 10, Very Good 9, Good 8, Fair 7, Poor 6 & below

Q. No. Question Description Rating Specific Remarks

1 Convenience in arranging doorstep service through MMS facility.

2 Friendliness and courtesy shown by the staff during the doorstep service.

3 Time taken for servicing of your vehicle.

4 Satisfactory explanation of charges, based on work demanded by you.

5 Quality of work done.

6 Cleanliness of vehicle, interior as well as exterior (only if vehicle washing done).

Your overall experience of getting your vehicle serviced through Maruti Mobile Support
7
(MMS) facility.

Any other suggestions: ………...........……………………………………………………………………………...................................

…………………………………………………………………………………….................................................................................

…………………………………………………………………………………...........…......................................................................

Will you prefer for getting your vehicle serviced through MMS facility in future? Yes/No

Will you recommend MMS facility to your friend/relatives? Yes/No

Name: Date:

Regn. No.: Contact No.:

E-mail: Birthday:

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 243
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 22/A5 MMS – Daily Report

Remarks Revenue
Total

(Rs.)
Lubricant
Sale (Rs.)

Signature:
Name:
Spares
Sales
(Rs.)
Outlet code:

Charges
Labour
FS3/PMS/
(FS1/FS2/
Type of
Service

RR)
MMS – Daily Report

Model
Registration
Dealer Code:

Number
& Contact
Customer

Number
Address
Customer
Name
Location
Month:

Date

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
244 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 22/A6 MMS – Monthly Summary

Revenue
Total
Lubricant
Sale
Spares Sales

Signature:
Name:
Labour
of Vehicles
Attended
Number
MMS – Monthly Summary

Total
Running
Repair
Free Service Paid Service
Outside City
Within City/

(Workshop
City)
Location/
Taluka
Month:

Date

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 245
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 22/A7 Maruti Mobile Support Workshop – Process Flow

GM / WM to identify potential locations in

Identification of potential locations in the defined territory, institutions (Educational
the coverage area institutes, defence residential areas etc.),
potential talukas/localities to be identified.

SMR Executive needs to prepare a deployment

plan before the start of the month for at least
Preparation of deployment plan before
27 days/month, including all the institutional
the start of the month.
tie-ups done, planned camps & customer
appointments in defined potential areas.

SMR Executive needs to prepare database of

all potential customers which can be served
Institutional tie-up date SMR Executive to fix up appointments
through MMS - Lost customers, customers
to be incorporated in the with the customers at least 5
refusing to come for service due to long
deployment plan appointments/day in a defined area/
distance, time constraint & periodic maintenance
locality/direction.
service. SMS to all the customers in the
deployment area can be sent as pre publicity.

To spread the awareness of All confirmed appointments for the next

the Maruti Mobile Support - day to be given to the Service Advisor
banner mentioning the tie-up a day prior.
to be fixed up at the location
defined by the institution, also Service Advisor after receiving the
same to be mentioned on the appointments details for the next day should
notice boards/e-mails as per the call all the customers and should evaluate the
Re-confirmation of appointments &
institution management. spare parts requirement, also vehicle history
spare parts requirement to be evaluated
can be referred, all the spares to be collected
by the Service Advisor.
from the spares dept. and same to be entered
into their respective job cards at the end of the
day in DMS.

All service requirements as desired by the

Fulfillment of the service requirements customer to be completed at the doorstep,
of the customer at the doorstep in case of any major repairs the vehicle to be
referred to the workshop.

Service Advisor to carry the enquiry register

along with him related to activities – like major
Service Advisor to note all the sales
repairs, body shop enquiries. New vehicle
support requirements of the customer.
enquiry, True Value, finance, insurance, MDS &
Extended Warranty/MGA.

Post-Service Follow-up & satisfaction

of all customers to be ensured by the
CCE

Compilation of daily report and monthly

report to be ensured by Service Advisor.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
246 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
SAS 23
Faster Vehicle Service
through Express Service
and Two-tech Bay

Objective
• To perform faster service of vehicles for
higher productivity and higher customer
satisfaction SAS 23
Workshop Operations Process Standards

Step 1:
Attend vehicle through Express Service criteria

• Provide Express Service to vehicles requiring periodic maintenance jobs up to Responsibility

20,000 kms only.
• Service vehicles requiring minor additional jobs.
• Attend customer with prior appointment through Express Service.
• Deliver vehicle serviced under Express Service to the customer within 90 minutes. • Works Manager
• Promote ‘Wait & Take ‘ facility for Express Service, to avoid vehicle congestion in
the workshop.

Step 2:
Providing enablers on the Express Service bay

• Ensure availability of specified tools and equipments at every Express Service bay Responsibility
(Refer the Sheet as per Annexure SAS 23/A1, Page 249).
• Team of two Technicians shall service/repair the vehicle on every Express Service bay
with a clear communication among themselves for their roles and responsibilities • Works Manager
(Refer Express Service Process Flow as per Annexure SAS 23/A2, Page 250).
• Identify Express Service vehicles in the workshop for priority and visual identification.

Step 3:
Two-tech bay

• Activate two-tech bays in the workshop with a criteria of servicing vehicles requiring Responsibility
periodic maintenance jobs more than 20,000 kms.
• Service vehicles which require major repairs. • Works Manager

Note: For details on the Express Service Procedure, kindly refer the Service Circular No. D-33/2010.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
248 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 23/A1 Express Service Tools and Equipments

Express Service Tools and Equipments

Tools and Reference Tools and Reference

S. No. Standards S. No. Standards
Equipments Picture Equipments Picture

Number of Air
1 Number of Lifts 1 Lift per Bay 7 2 per Bay
Blow Gun

Number of
Number of Air
2 Express Service 2 Trollies per Bay 8 2 per Bay
Rachets
Trollies

1 Brake Service Uniforms for Different Colour

Number of Brake
3 Centre for 2 Express 9 Express Service from the Other –
Service Centre
Service Bays Technician Technician

Coolant Safety Items -

One Unit per Two
4. Transfusion 10 Helmets, Gloves, As per Requirement
Express Service Bays
Centre Face Mask

Number of Tyre Engine Oil Drain

5 As per Requirement 11 One per Day
Trollies Trolley

Availability of the
Number of Air
6 2 per Bay 12 Oil Management As per Requirement –
Impact Wrenches
System

S. No. Express Service Manpower Standards

1 Number of Express Service Technicians Two Technicians per bay

All Technicians on the express bay should have attended

2 Express Service Trained in-house training by the Group Dealer or by the Regional
Training Centre.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 249
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 23/A2 Express Service Process Flow

Recommended sequence of vehicle lifting and repair flow process for Express Service to achieve maximum
efficiency and Technician synchronisation.

Ground Position Middle Position Top Position Ground Position

• Inside Vehicle • Wheel Houses • Engine Oil/Oil Filter • Engine Room

• Outside Vehicle • Tyres • Underbody Compartment
• Engine Room • Axle & Suspension • Wheel Nuts
Compartment • Luggage room

T1 Work Load/Time = T2 Work Load/Time

Details of vehicle components involving repair/adjustment/tightening etc. under different vehicle positions.

1. Ground Position

Technician 1 (T1)

1. Inside Vehicle: Brake pedal, clutch pedal, parking brake lever, horn,
steering wheel, lights, recirc flap, doors latches, hinges, locks.
2. Outside Vehicle: AC filter, air cleaner

T2 T1
Technician 2 (T2)

1. Engine Compartment: Engine oil, engine coolant, brake fluid,

AC belt, battery, lights, oil filter, hose joints, ignition wiring,
accelerator cable.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
250 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

2. Middle Position

Technician 1 (T1)

1. Wheel Houses/Tyres: Tyres, wheel bearing check, brake fluid, brake T1

shoe, brake pad, disc caliper, brake drum, tyre rotation.

Technician 2 (T2)

1. Wheel Houses/Tyres: Tyres, wheel bearing check, brake fluid, brake

shoe, brake pad, disc caliper, brake drum, tyre rotation. T2

3. Top Position

Technician 1 (T1)

1. Axle & Suspension: Drive shaft and boot, steering gear & linkage
connections, front suspension.
2. Underbody: Exhaust system, fuel lines, bolts and nuts, shock absorbers,
brake hoses.
T2 T1

Technician 2 (T2)

1. Engine Compartment: Engine oil, oil filter, transmission oil.

4. Ground Position

Technician 1 (T1)

1. Wheel Nuts: Wheel nuts torque, final check.

2. Luggage Room: Spare tyre.

T2 T1
Technician 2 (T2)

1. Engine Compartment: Engine oil, oil filter, transmission oil.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 251
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
SAS 24
Service Facilities for
Customer Convenience
and Delight

Objective
• To build long-term relationship with the
customers and add new customers
• To support business growth through the
following customer delight/convenience activities:
» Service camp
» Customer meet
» Home visit
» Workshop open on weekends and late hours
» Greeting customers on birthday/anniversary
SAS 24
Workshop Operations Process Standards

Service Camp

Step 1:
Types of camps and frequency

• Free checkup service camps: 8 camps/year. Responsibility

• AC checkup camps: 2 camps/year.
• Pre monsoon/monsoon camps: 1 camp/year.
• Environment day camp: 1 camp/year. • General Manager
• Special customer camp: 24 camps/year (for A+ city workshop). • Works Manager
• Locality camp: 12 camps/year.
• Plan a date on which the camp will be conducted for next month.

Step 2:
Preparation before the camp

• Take proper permission from local authorities (if required for locality camp, workshop camp). Responsibility
• Identify the customers to be invited during the camp.
• Send customer invitations through letter/e-mail, inform customers about the activities to
be conducted during the camp and request their participation.
• Call the customer 7 days before the camp and take their confirmation.
• Promotional activities like banners, advertisements for the camp.
• Identify teams for various stages/stations in the camp.
• Educate and train the staff based on their roles and responsibilities.
• Arrange tools and equipments for the camp. • Works Manager
• Invite vendors for participation (for AC/tyre/battery checkup). • Customer Care
• Display of new/True Value/test drive vehicles (in case of major works). Manager
• Stalls/counter for EW, Maruti Insurance, MGA etc.
• Arrange refreshments for customers and staff.
• Design a proper vehicle flow layout (separated from regular service activities).
• Make all stationary arrangements before camp like check-sheets, feedback forms etc.
• Ensure all arrangements for the camp a day before the camp.
• Remind the customers about the camp through calling/SMS a day before the camp.
Note: Works Manager/Customer Care Manager must fix the right target for no. of customers for the camp to ensure customer satisfaction.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
254 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 3:
Activities during the camp

• Greet and attend the customer promptly in the camp. Responsibility

• Ensure thorough vehicle checkup at the check stations & capture the customer details.
(Refer Free Checkup Camp Check-sheet as per Annexure SAS 24/A1, Page 260).
• Ensure smooth vehicle movement during the checkup process in the camp.
• Display of MGP/MGA for customer awareness/education.
• Capture product feedback during the vehicle checkup. • Works Manager/
• Distribute gifts to customers. Customer Care
• Capture customer feedback after complete checkup about his/her visit experience. Manager
• Give proper recommendations to customers on the workshop letterhead enclosed in an
envelope (Refer Service Repairs/Communication Letter as per Annexure
SAS 24/A2, Page 262).

Step 4:
Activities after the camp

• Compile the results of the camp like vehicles attended, customer database, new cars Responsibility
prospects, Maruti Insurance, EW sales etc. (Refer Monthly Service Camp Report as
per Annexure SAS 24/A3, Page 263).
• Open job cards in DMS for all the vehicles attended in the camp to ensure SMR • CCE
reminder is given in future based on the current vehicle mileage.
• Thank the customers through e-mail/SMS for attending the camp.
• Follow-up with the customers to get their vehicles serviced based on the
• SMRE
recommendations given during the camp.

Customer Meet

Step 1:
Invite the customers through call/e-mail for the customer meet

• Call the customers for customer meet. Responsibility

• Send customer invitations through e-mail/SMS also.
• Target number of customers for the meeting around 12-14. Profile of the customers • Customer Care
should be such that the workshop gets feedback from all segments of customers Manager
(compact, mid-size, utility segment, etc.).

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 255
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Step 2:
Preparation before the meet

• Arrange the material for presentation/audio video module. Responsibility

• Keep the conference room/lounge area ready as per the scheduled meet.
• Prepare the stationary like customer feedback form etc. • Customer Care
• Arrange refreshments/snacks/small gifts for the invited customers. Manager

Step 3:
Customer education & awareness
through presentations

• Explain the following (through presentation) during the meet: Responsibility

» Periodic maintenance schedule.
» Service facilities: Express Service, pick-up & drop, dropping facility, loaner vehicle,
extended hours, MMS/MOS etc.
» MSIL warranty policy, extended warranty.
» Fuel efficiency tips, steps for optimum AC efficiency. • Works Manager
» Tyre maintenance and recommended tyre pressures.
» Safety information: Hazard warning switch, air bags, maximum speed for gear shifting.
» Precautions during rains and winter season.
» Workshop emergency contact numbers along with persons names.
• Customer Care
» Precautions for LPG/CNG/diesel vehicle.
Manager
• Show audio visuals on service maintenance and car care tips during the customer meet
• Works Manager
• Time for each customer meet should be about 2.5-3 hours.

Step 4:
Do it your self program

• Provide practical demonstrations to the customers on the vehicle for explanation of: Responsibility
» Vehicle features.
» Factors affecting fuel economy.
» Checking engine oil level, brake fluid reservoir, battery distilled water, coolant
expansion cap and screen water fluid reservoir. • Works Manager
» Changing the spare wheel (in case of flat tyres).
» Location of important fuses etc.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
256 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Step 5:
Take customer feedback after the meet

• Request customers to give suggestions for improvement in services provided by Responsibility

the workshop (Refer Service and Product Performance Feedback Form as per
Annexure SAS 24/A4, Page 264).
• Consolidate necessary countermeasures be taken along with General Manager/Works • Customer Care
Manager (Refer Focused Customer Meets Record as per Annexure SAS 24/A5, Manager
Page 265).
• Capture customer birthdays/anniversary details.

Home Visit

Step 1:
Identify customers for home visits

Identify customers for home visit as follows: Responsibility

• Dissatisfied customers (identified through post-service follow-up, written customer
complaints, feedback cards & telephonic survey) with vehicle problems which can be
resolved at the customer premises. • Customer Care
• Customers who are not contactable through telephone. Manager
• Satisfied customers: To seek their suggestions for improvement in workshop services
and build long-term relationship.
Note: CCM can take feedback from Works Manager in identification of dissatisfied customers for home visits, based on the nature of
vehicle problem.

Step 2:
Take appointment for home visit

• Fix up an appointment with the customer, as per customer’s convenience. Responsibility

• Update the customer & vehicle details in the home visit check-sheet (Refer Service
Advisor Home Visit Check-sheet as per Annexure SAS 24/A6, Page 266). • Customer Care
• Inform the Service Advisor regarding the home visit one day before the visit. Executive

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 257
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Step 3:
Attend the customer during the home visit

• Service Advisor must have the following: Responsibility

» Good communication skills & trained in soft skill training in MSIL.
» Basic product knowledge and trained in basic course.
» Vehicle features like central locking, defogging, AC operations etc.
• Call the customer for information on the day of service for confirmation of time & venue.
• Carry a kit during home visit (Refer Tools & Consumables Kit as per Annexure
SAS 24/A7, Page 267).
1. Visit for dissatisfied customer:
• Greet the customer during visit.
• Understand the vehicle problem patiently from the customer and fix the problem(s) as
mentioned by the customer.
• Based on the nature of problem, Technician/Denter/Electrician may accompany the
Service Advisor for fixing the problem.
» Inspect vehicle along with the customer after repairs.
» Road test if required should be conducted with the Service Advisor.
• Obtain customer feedback & signatures after completing the visit.
In case, the problem is not resolved at the customer’s premises then fix up an
appointment with the customer for sparing vehicle in the workshop or coordinate with • Service Advisor
CCM for vehicle pick-up for repairs in the workshop.
2. Visit for non-contactable customers:
• Capture the following information during home visit:
» Customer contact details.
» Customer satisfaction on his service experience.
» Any problem reported by the customer with the vehicle.
» Resolve the problem reported by the customer.
In case problem is resolvable during the home visit, then resolve the issue. If the problem
is not resolvable at the customer’s premises then fix up an appointment with the
customer or coordinate with CCM for vehicle pick-up for repairs in the workshop.
3. Visit for satisfied customers:
Home visit to be done to seek their suggestions for improvement in specific areas in
workshop services:
• Explain the features of the vehicle (new), the preventive maintenance schedule, safety
tips for safe driving and services offered, emergency/breakdown assistance services etc.

Step 4:
Post-Service Follow-up with the customer

Responsibility
• Handover the home visit check-sheet to the CCM.
• Service Advisor

• Conduct PSF to ensure customer satisfaction after home visit on the 3rd day. • Customer Care
• Enter dissatisfaction in the PSF in the CCMS. Manager/CCE

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
258 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Workshop Open on Weekend and Late Hours

Step 1:
Customer awareness on workshop operating hours

• Enhance the workshop capacity & utilisation and customer satisfaction by offering Responsibility
customer convenient working hours through.
» Working on all 7 days.
» Extended working hours.
» Night shift operations/Double shift operation.
• Display ‘7 Days Working’, ‘Working Hours’, Night Shift Operation’ in the front office, • Works Manager
customer lounge and vehicle receiving area.
• Inform the customer during vehicle receiving and job card opening.
• Inform customer about workshop operating hours during service reminder
call/SMS/e-mail.

Greeting Customer on Birthday/Anniversary

Step 1:
Capture customer details

• Capture customer’s birthday and wedding anniversary dates and update in DMS during Responsibility
the following:
» Job card during opening by front office staff. • Customer Care
» Post-Service Follow-up (PSF) by CCE. Manager

Step 2:
Send greetings to the customer

• Generate list of the happy occasions of the customer like birthday and wedding Responsibility
anniversary separately from DMS every 15 days.
• Send greetings to customer through:
» SMS on customer’s birthday and wedding anniversary (SMS package need to be installed)
» Birthday/wedding anniversary cards. • Customer Care
• Update data on greetings sent on birthday/anniversary report by endorsement against Manager
customer name.
• Maintain summary report on greetings sent to customers on monthly basis
(Refer Summary Report on Greetings as per Annexure SAS 24/A8, Page 268).

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 259
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 24/A1 Free Checkup Camp Check-sheet

Free Checkup Camp Check-sheet

Customer Name Date of Sale
Address Model
Veh. Regn. No. Kms Covered
Vehicle Serviced at Authorised/Unauthorised Workshop:
Name of Authorised Dealer/MASS:
Your Service Experience at Dealer/MASS: Satisfied Dissatisfied
A. Body Inspection
Check Item OK Not OK Remarks
Body Damages
Door, Window Glass & Hood Operation
Door Locks Operation
Seat Movement/Adjustment
Tyres Condition/Inflation Pressure
B. Under Hood Inspection
Check Item OK Not OK Remarks
Engine Oil Level/Quality
Coolant Level/Quality
Brake Oil Level/Quality
Windshield Washer Level & Wiper Operation
Coolant Hose Connection/Leakage
Battery Electrolyte Level & Specific Gravity
Air Filter Inspect/Clean
Terminal Tightening & Jelly Application
Battery Alternator Voltage Check
All Electrical Connections/Terminals
C. Cabin Check
Check Item OK Not OK Remarks
Clutch Pedal Operation/Play
Brake Pedal Operation/Play
Accelerator Pedal Operation/Play
All Lights Operation
AC Cooling/Heating
Wiper Operation
Horn Operation
Seat Belt Operation
Parking Brake Clearance/Free Play
Steering Wheel - Play/Movement/Noise
Continued on next page

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
260 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Continued from previous page

D. Under Body Inspection (If done during the camp)

Check Item OK Not OK Remarks
Brake & Fuel Pipes - Condition/Damages
All Leakage Check
All Bushes & Boots Condition Check
All Bolts/Nuts Tightening Condition
E. Engine Tune Up
Check Item OK Not OK Remarks
Engine Misfiring/Knocking/Jerking/Abnormal Noise
Engine Emission Check
Please Tick () The Vehicle Parameters Specific Remarks
Extended Warranty Yes No Not Applicable
True Value Evaluation Yes No Not Interested
Autocard Applied Yes No Autocard Holder/Applied Earlier
Valid Pollution Certificate Available Yes No Date of Expiry
Vehicle Insurance MI Non MI Insurance Due Date
Please provide your feedback on the following parameters on a scale 1-10 as under:
Unacceptable Average Good Excellent
1 2 3 4 5 6 7 8 9 10
Parameters Rating Remarks
1. Vehicle Checkup Activities /10
2. Refreshment Facilities /10
3. Time taken for Vehicle Checkup /10
4. Overall Camp Experience /10
Relative/ Newspaper
5. Source of Information about the Camp (Please Tick the Source/Sources) Telecalling SMS
Friend Advertisement
Suggestions:

Final Recommendations:
1.
2.
3.
4.
5.

Dealer Staff Signature Customer Signature

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 261
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 24/A2 Service Repair/Communication Letter

Service Repair/Communication Letter

Dear <Mr./Mrs./Ms.>

Thanks for participation in the Maruti Free Checkup Camp/AC Camp/Pre Monsoon Camp organised in our workshop dated
.............................................................

After inspection of your vehicle bearing Regn. No. ......................................................., Model ...........................................,
following repairs are recommended for your vehicle for smooth performance in future:

We are pleased to offer you a discount of ----% on labour & ---% on spares for the mentioned repairs in case you get the
repairs done at our Workshop within 1 month of the camp date.

Kindly contact undersigned for the same in future.

We look forward to serve you in future.

Thanks & regards

Works Manager/Customer Care Manger

Contact Nos.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
262 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Monthly Service Camp Report

Workshop
Performance
Month:
Workshop
SAS 24/A3

Type of
Operation
Camp (Free Total

& Loaner
Status during
Checkup/AC Camp
the Camp No. of No. of

for Customer
Checkup/Pre Camp Camp Camp Days No. of No. of No. of MI

Vehicle Facility
Transportation
(Closed for No. of New No. of Test Extended
S. Monsoon- Location Date Date (0.5 True Value Cars Renewals
Half Day/ Vehicles Vehicle Drives Warranty
No. Monsoon Workshop/ (from) (to) days/1 Evaluations Exchange done in
Closed for Attended Enquiries conducted Policies
Camp/ Ground) day/2 done done Camp
Full Camp generated issued
Environment days

(MOS)
duration/No
Day/Beat the etc.)
Impact on

Maruti On-
Heat Camp)

road Service
Operation)

(MMS)
Support

Workshop
2

Maruti Mobile
3

Faster Vehicle
Monthly Service Camp Report

Express Service
Service Through

and Two-tech Bay

and Delight
Convenience
for Customer
Service Facilities
7

Motivation
Manpower
Requirement,

Development &
9

Roles Responsibilities,
10
Workshop Operations Process Standards

263
Workshop Operations Process Standards

Service and Product Performance Feedback Form

SAS 24/A4
(Customer Meet)

Service and Product Performance Feedback Form (Customer Meet)

Customer Name: Dealership:

Phone/Mobile No.: Vehicle Regn. No.:

E-mail ID: Birthday:

Model: Date of Purchase:

Average Usage Per Day: ............................... Kms/Day Profession: Service/Businessman/Student/Self Employed

Previous Vehicle Used: Model .......................................... No. of Years Used: ...............................................

Feedback on your vehicle performance/workshop service experience if any. Please give details:

Suggestion/Feedback for improvement (If Any). Please give details:

Customer Signature

Action taken on customer feedback:

CCM Signature

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
264 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 24/A5 Focused Customer Meets Record

Focused Customer Meets Record

Date of Focused Customer Meeting

Total Customers Invited

No. of Customers who Attended the Meet

Name of TSM/MSIL Representative who Attended

the Meet

Suggestions received & countermeasures taken Customer Meet Photograph, If Available

Signature of WM/CCM

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 265
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 24/A6 Service Advisor Home Visit Check-sheet

Service Advisor Home Visit Check-sheet

Visit Date: Time: Visited by:

1 Vehicle Details
Regn. No.: Model:
Engine No.: Chassis No.:
Last Visit Date: Type of Service:
Attended by Service Advisor:
2 Customer Details
Customer Name:
Address:
Office: Mobile:
Phone:
Residence: E-mail:
3 Purpose of Home Visit: Put () Source of Customer Dissatisfaction: Put ()
1. Attending Dissatisfied Customer 1. Negative Remark in PSF by the Dealer
2. Attending Customer Complaint 2. Negative Dealer Feedback Card
3. Visit Non-contactable Customers 3. Negative MSIL Feedback Card
4. Build Customer Relationship 4. Negative Remark in PSF by MSIL Sales Executive
5. Others (Specify) 5. Customer Complaint Received at Dealer/MSIL
6. Dissatisfied in Special Customer Camp
4 Customer Complaint
Demanded Repairs Action taken during Home Visit

5 Customer Feedback after Visit

Satisfied Feedback:
Dissatisfied

Feedback Rating Excellent Good Average Poor

10 9 8 7 6 5 4 3 2 1
6 Please mention one area which you would like the dealership to improve upon:
Signature of the Customer: Signature of the Service Advisor:
Countermeasure report by Works Manager/GM (Service):

Signature of the Works Manager/GM (Service)

PSF (3 days after home visit by CCE/CCM)
PSF Date: PSF Rating:
PSF Status: Put () Satisfied: Dissatisfied:

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
266 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Review
Service Advisor Home Visit Tools and Consumables Kit

Workshop
Performance
Hand Tools Spares Inspection Equipments
SAS 24/A7

& Loaner
Spanner Set (Ring and open end) Fuses Tyre Pressure Gauge

for Customer
Vehicle Facility
Transportation
Screw Driver -,+, Small and Medium, Stubby (Very Small) Windshield Washer Liquid Pouch Thermometer (Digital type)

(MOS)
Mallet Wiper Blade Hydrometer/Battery Tester

Maruti On-
road Service
Steel Foot Rule Any Specific Requirement as per Complaint Digital Multi Meter

(MMS)
Support
Dry Wash Kit, Wiping Cloth, Dashboard

Workshop
Magnetic Stick Feeler Gauge Set
Cleaner, Bumper Polish, Tyre Dresser Polish

Maruti Mobile
Extension Rod Oils and Lubricants (For top-up only) Others

Socket Set including Spark Plug Socket Brake Oil/Break Fluid Tester Emery Paper Zero Number

Faster Vehicle

Express Service
Service Through

and Two-tech Bay

Deep Socket Engine Oil Room Freshener Spray

Ratchet Handle Coolant in a Bottle (premixed) Bill Book

and Delight
Convenience
for Customer
Service Facilities
Home Visit Check-sheet, Vehicle History, Customer’s
Combination Plier Oil Filling Can (small)
Contact Number

Nose Plier Consumables Inspection Lamp/Torch with Batteries

Motivation
Manpower
Requirement,

Development &
Service Advisor Home Visit Tools and Consumables Kit

Wheel Spanner Multi Purpose Grease Visiting Card, Free Washing Coupon

Roles Responsibilities,
Portable Vacuum Cleaner to be taken during home visit to clean interiors of Additional Tools may be added as per requirement of reduce of problem in
the vehicle the vehicle
Workshop Operations Process Standards

267
Workshop Operations Process Standards

SAS 24/A8 Summary Report on Greetings sent to Customers

Greeted on Wedding
% Customers

Anniversary
(D*100/C)
No. of Customers

Anniversary (D)
Greeted on
Wedding
Summary Report on Greetings sent to Customers

No. of Customers

Anniversary (C)
to be Greeted
on Wedding
Greeted on Birthday
% Customers

(B+100/A)
No. of Customers

Birthday (B)
Greeted on
No. of Customers
to be Greeted on
Birthday (A)
Month

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
268 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
SAS 25
Manpower Requirement,
Roles, Responsibilities,
Development & Motivation

Objective
• To recruit adequate manpower as per
business requirements
• Enhancement of manpower skills
by in-house training/MSIL training/
skill mapping
• Motivation of staff to increase
performance and reduce attrition
SAS 25
Workshop Operations Process Standards

Step 1:
Review of available manpower

• Recruitment of required manpower as per norms (Refer Requirement Sheet as per Responsibility
Annexure SAS 25/A1, Page 271).
• Summary of manpower available at workshop should be reviewed every month by General
Manager/Works Manager (Refer Summary as per Annexure SAS 25/A2, Page 273). • General Manager
• Roles and responsibility of workshop or manpower is provided (Refer Sheet as per
Annexure SAS 25/A3, Page 274).

Step 2:
In-house training facility to be provided

• In-house Training Coordinator need to be identified to impart training to workshop staff Responsibility
as per Circular No. D-17/2005.
• In-house training facility must includes the following:
» Classroom for training • Works Manager
» Projector/LCD screen
» Training manuals and vehicle system cut outs.

Step 3:
Monitoring the training requirement of workshop manpower

• Training calender for the workshop staff must be prepared every month and nominated Responsibility
persons should be sent as per plan to Regional Training Centre or Central Service
Training Centre, Gurgaon. • Works Manager

Step 4:
Motivating the workshop staff

• Manpower motivation is essential for better performance of the workshop. Ensure the Responsibility
implementation of good HR practices in the workshop. • General Manager
• Incentive schemes based on performance, results in increased motivation. Recognition of • Works Manager
best employees and good performers is excellent tool for the motivation of employees. • HR Manager

Step 5:
Upgradation of workshop manpower

• Master certification from MSIL evaluate skill enhancement of workshop staff through Responsibility
various steps in certification process.
• Qualified person as per master certifications in different categories (Bronze Masters & Silver
Masters) should be suitably awarded by increase in compensation package/promotion to
higher level. This is essential to motivate other employees to enhance their skill levels. • General Manager
• In the front office display name/photographs of employees who have qualified in the • Works Manager
master certification program.
• Provide awareness about the workshop staff growth (based on the certification process),
through display boards etc. in the workshop floor.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
270 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 25/A1 Requirement of Workshop Manpower

Requirement of Workshop Manpower

Service/Repair
1. Norms for manpower requirement have been defined based on vehicle attended per person/per day.
2. Manpower norms mentioned below are as per 6 days working. 20% extra manpower is required in case workshop is operational for all 7 days
in a week.
3. Manpower requirement is calculated as per average service load.
Dealers MSMs/MSZs/MASS Manpower Requirement
Designation Manpower Required based on vehicle attended per person/per bay
Service Advisor (SA) 8 Vehicles/SA
Technical Advisor (TA) 15 Vehicles/TA
Floor Coordinator (FC) 21 Vehicles/Floor Coordinator
Technicians 2.75 Vehicles/ Technician
Spare Parts Runner Boy
Denter One for every 1000 vehicles
Electrician
Driver Based on requirement/city condition etc.

Requirement of General Manager (GM), Works Manager (WM), Assistant Works Manager (AWM)
Requirement
Workshop Service Load per Month
GM WM AWM
Less than 1200 vehicles No Yes Optional
1200 ~ 1800 vehicles Optional Yes Yes
Above 1800 vehicles Yes Yes Yes
Multiple workshop group in the city Yes Yes Optional*
*As per service load and requirement

Requirement of Final Inspector

Workshop Service Load*/Day Workshop Service Load*/Day
Up to 30 1
Between 30 ~ 60 2
Between 60 ~ 120 vehicles 3
Above 120 vehicles/day, for additional of 30 vehicles/day Addition of 1 person
*Daily service load based on productivity of 3.6 vehicles/bay/day

Requirement of Customer Care Staff + SMR Executive

Requirement
Workshop Service Load per Month CCE* + SMR
CCSE^ CCM
Executive
Up to 1000 vehicles 2 0 1
Up to 2000 vehicles 3 1 1
Up to 3000 vehicles 4 1 1
More than 3000 vehicles 5 1
Additional one 2
For additional 1000 vehicles 1
CCE

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 271
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Continued from previous page

Requirement of Washing Manpower
1. One Washing person can wash 3 vehicles per day (with use of automatic car washer in the workshop)
2. Number of Washing Supervisor to be available in the workshop based on the service load:
Less than 1000 vehicles 1 no.
Between 1000 to 1500 vehicles 2 nos.
Between 1500 to 2000 vehicles 3 nos.
For every additional 1000 vehicles Additional 1 Supervisor required

Profile Minimum Qualification Experience

• Minimum 15 years experience in automobile dealership
• Diploma or Degree in
workshop with diploma qualification or 10 years experience
Mechanical Engineering or
having engineering degree qualification.
General Manager (Service) Automobile Engineering
• Having minimum 10 years experience in automobile dealership
• Graduate with MBA
workshop in case of graduate with MBA.
Works Manager • Diploma or Degree in • Minimum 10 years experience in automobile dealership
Mechanical Engineering or workshop with diploma qualification or 5 years experience
Body Shop Manager Automobile Engineering having engineering degree qualification
• Diploma in Mechanical • Minimum 5 years experience in automobile dealership or in
Customer Care Manager
Engineering or graduate Degree similar field having experience of dealing customer service
• ITI or Diploma in Automobile or • Minimum 5 years experience as Mechanic in case of ITI or 2 years
Service Advisors
Mechanical Engineering experience as Mechanic in case of diploma
Floor Coordinator
• ITI or Diploma in Automobile or • Minimum 7 years experience as Mechanic in case of ITI or 3 years
Mechanical Engineering experience as Mechanic in case of diploma
Supervisor
• ITI in Motor Mechanic or Diesel
Technical Advisor • Minimum 5 years experience as Mechanic
Mechanic or Automobile Course
• ITI in Motor Mechanic or Diesel
Mechanic • After completion of 1 year in workshop as Trainee Mechanic
Mechanic or Automobile Course
Customer Care Executive/ SMR
• Graduation • Good communication skills
Executive
• Good communication skills
Lobby Hostess • Graduation
• Minimum experience of 1 year in customer care
• ITI in Motor Mechanic or Diesel
Final Inspector • Minimum 5 years experience as Mechanic
Mechanic or Automobile Course
• Minimum 5 years experience as Mechanic and 2 years as
• ITI or Diploma in Automobile or
DTL (Dealer Technical Leader) Technical Advisor (Trained in basic, advance, special diagnostic,
Mechanical Engineering
countermeasure connect, soft skill level)
Help Desk Coordinator • Graduation • Good communication skills
• Minimum 8 years in Automobile workshops, Technically
• ITI (Mechanical & Electrical) competent & good at
communication skills
In-house Trainer
• Minimum 5 years in Automobile Workshops, Technically,
• Diploma in Automobile/
(Mechanical & Electrical) competent & good at
Mechanical Engineering
communication skills
* CCE - Customer Care Executive

^ CCSE - Customer Care Support Executive for data management

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
272 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

SAS 25/A2 Summary of Manpower Available in Workshop

Date to
Recruit
Target

(Gap)
Persons
>1 Year
%Age

Old
of
Persons
>1 Year
No. of

Old
Masters Masters
No. of No. of
Bronze Silver
Summary of Manpower Available in Workshop

Soft Skills)
Advance

Training
Advisor
(Basic +
Service

measure
Connect
Counter
Date of Report:

Training Training Training Diagnostic

Basic Advance Diagnostic Spl.
Gap
Available
Total
Required
as per
Norm
Workshop Name:

Designations
Location:

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 273
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

SAS 25/A3 Roles and Responsibilities of Manpower

Roles and Responsibilities of Manpower

General Manager
General Manager is the overall business head of dealership and responsible for business growth, expansion, manpower
planning, infrastructure development and customer satisfaction.

Detailed activities are as given below:

• Plan, organise, lead and control total service management operations.
• Set and monitor service performance targets for workshop.
• Monitor customer satisfaction reports and trends.
• Share customer satisfaction information with service personnel for countermeasure planning and monitoring.
• Conduct weekly/monthly meetings for analysis of key performance indicators (productivity, efficiency, labour earnings, parts
consumed in workshop, etc.) and expenses.
• Provide monthly performance results to the CEO.
• Monitor complaint resolutions and analyse complaints generation, countermeasure for improvement.
• Plan and recruit workshop manpower. Plan and implement good HR practices like appraisal system, incentives,
recognition schemes.
• Set marketing strategies to target new business and fleet companies. Plan and execute special offers to enhance business.
• Ensure efficient service operations through providing adequate tools and equipments, and smooth workflow procedures.
• Maintain service and parts coordination through regular meetings with Spare Parts Manager.
• Conduct analysis of market competitors, market conditions and campaign effectiveness.
• Promote customers satisfaction by planning effective appointment system, service reminder systems, loyalty programs like
AMCs, etc.
• Monitor service shop environmental and safety issues.
• Ensure customer confidence is enhanced through a clean and orderly service operation.
• Ensure Maruti Suzuki infrastructure standards are maintained, policies and procedure are followed.

Works Manager
Works Manager is responsible for process control and improvement through countermeasure implementation, manpower
development & training, workshop operations planning and execution, complaints control etc.

Detailed activities are as given below:

• Ensure all customers vehicles are completed for delivery at the time promised.
• Reduce the vehicle carry over to increase workshop efficiency.
• Analyse repeat jobs (internal and customers reported) and implement countermeasures for improvement.
• Contribute to efficient service operations by reducing the causes of idle time and job stoppages.
• Ensure continued dealership profitability through correct loading of the workshop, based on service capacity and
manpower productivity.
• Monitor job quality through quality control inspections, reports and complaints (PSF/General).
• Ensure accurate recording of labour billed with respect to time taken.
• Submit timely and accurate warranty claims in line with the warranty policies and procedures.
• Reconcile warranty payments against the warranty ledger and monitor goodwill warranty cases.
• Maintain storage, forwarding and disposal of replaced warranty parts in line with the MSIL warranty guidelines.
• Organise camps/customer meets to enhance customer satisfaction.
• Ensure that the workshop operation meets the requirements of the local environmental authorities.
• Understand and implement all MSIL warranty policies and procedure manual and other policies.
• Actively follow-up on all Recall Campaign as instructed by MSIL.
• Training of the workshop staff as per requirement.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
274 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Continued from previous page

Help Desk Coordinator

Help Desk Coordinator is responsible for attending and guiding the customer visiting the workshop for handover and delivery
of their vehicle.

Detailed activities are as given below:

• Vehicle allocation to Service Advisors in the morning.
• Identify customer requirement (Repeat job, Complaint/MI/EW etc.) in the morning & coordinate to expedite the process
on priority.
• Guide the customer (in particular new customer) regarding the service process.
• Coordinate to provide transportation (Shuttle Service) facility to the customer.
• Coordinate with Service Advisors for smooth vehicle delivery.

Assistant Works Manager

Assistant Works Manager is responsible for implementation of workshop process including vehicles work control, reduction in
waiting time in workshop, tools equipment working condition and workshop staff productivity.

Detailed activities are as given below:

• Complete activities of floor - vehicles movement control.
• Daily reporting of delays in workshop, productivity, enhancement.
• Accountable for delay delivery, carryover, productivity, allocation, pending vehicle.
• Attending repeat jobs and complaint vehicles.
• Countermeasure implementation for reduction in repeat jobs.

Customer Care Manager

CCM is responsible for customer care at workshop. CCM is responsible for implementation of customer care activities such as
Post-Service Follow-up, complaints tracking and updation of complaints, etc.

Detailed activities are as given below:

• Ensure effective PSF is done by CCEs as per script to achieve high contact %age.
• Front office upkeep, customer receiving area cleanliness.
• Ensure feedback from customers through cards and actions on dissatisfied customers.
• Complaints tracking and pending complaints reports.
• Complaints resolution compliance as per system.
• Organising customer meets.
• Ensuring customer feedback during checkup camps.

Service Advisors
Service Advisors are responsible for capturing customers demand and completion of all demanded repairs up to the customers
satisfaction.

Detailed activities are as given below:

• Ensure speedy maintenance and repair of vehicles through clear identification of customer's needs and accurate demanded
repair understanding by using probing sheet.
• Ensure vehicle cleanliness through use of vehicle protection materials (seat covers, floor mats etc.).
• Provide clear cost estimates and keep customers informed of work progress.
• Monitor the work progress and keep customers informed of changes in cost and completion times.
• Ensure clear and precise service invoices that shows parts, labour and lubricant charges.
• Take all necessary actions to resolve customer complaints as per promised time.
• Ensure all customer vehicles are clean and ready according to the promised delivery time.
• Conduct Post-Service Follow-up after 3 days of vehicles delivery to check customers satisfaction.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 275
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Continued from previous page

Floor Coordinator
Floor Coordinator shall have supervisory and coordination role for workshop service bays, ensuring job completion of vehicles
in time.

Detailed activities are as given below:

• Ensure that all items on the repair order are completed in a timely manner.
• Keep Works Manager and Service Advisors constantly informed of delays and additional work load.
• Ensure all Technicians are appropriately dressed and ready for work on time.
• Ensure availability of all technical bulletins and manuals.
• Ensure tools and equipments are in proper working condition with each Mechanic.
• Maintain a clean and orderly workshop floor and safe working condition.
• Ensure all required special service tools are arranged when required.
• Ensure delivery of spare parts in the bay by Spare Parts Runner.
• Monitor, record and identify the causes of vehicle carryover.
• Ensure final inspection is done as per standards.
• Ensure that seat covers & fender covers are fitted in all vehicles.

Dealer Technical Leader (DTL)

DTL is responsible for providing diagnostic support to the workshop in resolving critical vehicle problems.

Detailed activities are as given below:

• To monitor the pending vehicles due for diagnosis.
• Diagnostic support to workshop staff in resolution of critical technical problems.
• To escalate the diagnostic issues through Technical Help Desk and close the tickets within the timeline as specified.
• To ensure analysis of revisit due to poor diagnosis.
• To coordinate for recall activities and complete the same within the stipulated time.
Technical Advisor
Technical Advisors are responsible for quality of work through diagnosis of customer reported problems and verification of
rectification of complaints. Technical Advisor shall support Service Advisors and Floor Coordinators.
Detailed activities are as given below:
• Road test for critical complaints along with the customer (e.g. problems related to engine, transmission, suspension brakes
etc. and repeat problems).
• Proper diagnosis of problems reported by the customers and support mechanic for resolution of complaints.
• Updating of road test register.
• Sharing of critical complaints diagnosis process with workshop staff.
• Refer Service Manual, Bulletins and Circulars for diagnosis of problems.
• Support Floor Coordinator for completion of critical jobs.
In-house Trainer
In-house Trainer is responsible for skill enhancement of workshop staff along with communication of critical case histories,
circulars and bulletins.
Detailed activities are as given below:
• In-house training module preparation based on MSIL guidelines and training material.
• Prepare skill matrix of workshop staff and identify their training requirements.
• Preparation of in-house training calendar and impart training as per schedule.
• Preparation of monthly training schedule for workshop staff conducted by MSIL in consultation with Works Manager.
• Maintain training records.
• Updating of technical knowledge of workshop staff.
• Maintenance and upkeep of in-house training centre.
• Preparation and compilation of case histories for critical complaints.
• Monitor master certification program.
• Explanation of technical circulars and bulletins to Technicians.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
276 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Workshop Operations Process Standards

Continued from previous page

Technicians
Technicians are responsible for completing all the demanded repairs requested by customer right the first time with in
promised time.
Detailed activities are as given below:
• Use all protective equipments to maintain the cleanliness of the customers vehicle (seat covers, floor mats, fender covers).
• Maintain an adequate inventory of hand tools to meet the service and repair requirements.
• Ensure all customer requests on the job card are completed, first time right.
• Complete all repair orders within the time allotted.
• Identify and inform the Floor Coordinator of any additional repair.
• Treat customer vehicles and belongings with care.
• Note clear and accurate details of all work complete on job cards.
• Maintain a clean and professional appearance at all times.
• Keep work area clean and tidy at all times.
Lobby Hostess
Lobby Hostess is responsible taking care of the customer visiting the workshop for service/repairs.

Detailed activities are as given below:

• Visiting customer lounge and ensuring all lounges amenities are available for the customer.
• Taking feedback from waiting customers in the lounge.
• Ensuring instant feedback card is taken from the customer during vehicle delivery.
SMR Executive
SMR Executive is responsible for service reminders to the customer through call/SMS/E-mail.
Detailed activities are as given below:
• Sending service reminder through:
» SMS
» Telephone call
» E-mail
• Calling customers for service campaigns etc.
• Generating list of lost customers from DMS and follow-up with the lost customers.
Customer Care Executive
CCE is responsible for conducting Post-Service Follow-up with customers for taking service feedback in polite structured manner

Detailed activities are as given below:

• Follow-up with customers as per scripts and scheduled time.
• Coordinate with Service Advisors for technical queries of customers.
• Maintaining the dissatisfied customers records and date of attending. Control of appointments of dissatisfied customers.
• Daily report of PSF (summary).
• Calling customer for customer meets.
• Customer complaints reports/record keeping.
Customer Care Support Executive
CCSE shall assist CCM for data management, file management and report generation for analysis.

Detailed activities are as given below:

• Consolidation of data.
• Report generation.
• Assist CCM for monthly reviews.
• Consolidation of pending complaints.

Workshop Transportation Maruti On- Maruti Mobile Faster Vehicle Service Facilities Manpower
Performance & Loaner road Service Support Service Through for Customer Requirement,
Review Vehicle Facility (MOS) (MMS) Express Service Convenience Roles Responsibilities, 277
for Customer Workshop and Two-tech Bay and Delight Development &
Motivation
Workshop Operations Process Standards

Continued from previous page

Pick-up & Drop Associate (P&D)

P&D Associate is responsible for pick-up and drop of the vehicle from customer’s premises for service/repair provided to
customers through pick-up and drop facility.

P&D associates Profile:

• Polite, soft spoken and basic knowledge about all Maruti Suzuki vehicles.
• Should speak the local language fluently and clearly.
• Should be able to write legibly and correctly.
• Familiar with city and has valid driving licence.
• Should be aware of the complete P&D process.
• Should be trained on soft skills and basic etiquettes.

Washing Supervisor
Washing Supervisor is responsible for quality of washing/cleaning of vehicles delivery to customers after service/repairs.

Detailed activities are as given below:

• Audit of washed vehicles.
• Daily tracking of vehicles for washings records of washing register.
• Daily attendance of washing persons.
• Allocation of washing staff at different stations.
• Attending customers for washing complaints during delivery of vehicles.
• Inventory management of washing material.
• Washing registers updation on daily basis.
• Washing quality final inspection.
• Leave and absenteeism adjustment of washing staff.
• Daily and weekly register preparation of washing staff.
• Should be present in final delivery area.
• Prioritise the Express Service vehicles.
• Explanation of washing performance to washing staff.

Vehicle First Time Spare Parts Final Washing Effectiveness Capturing 5S &
Tracking for Right Availability Inspection and of Post- Customer Safety
278 Delivery at for Service/ Cleaning Service Feedback, Analysis
Promised Time repairs Follow-up and taking
Countermeasures
Summary of Annexures
SAS 1 - Service Reminder 7-26
SAS 1/A1 New Vehicle Sales Customer List 12

SAS 1/A2 Talking Points – Welcome Call for 1st Free Service 13

SAS 1/A3 Talking Points – Service Reminder for 1st Free Service 14

SAS 1/A4 Service Reminder E-mail/Letter 16

SAS 1/A5 Talking Points for Service Reminder (For 2nd, 3rd Service & Periodic Maintenance) 17

SAS 1/A6 Vehicle Service Booking during SMR 19

SAS 1/A7 SMS for Service Reminder 21

SAS 1/A8 Update Non-Contactable Customers in DMS 22

SAS 1/A9 Talking Points for Lost Customers 23

SAS 1/A10 Summary Report of Customers not visiting (Lost Customers) Follow-up 24

SAS 1/A11 Maruti Suzuki Authorised Workshop vs Local Workshop (Comparison) 25

SAS 1/A12 E-mail/Letter for Customers not Visiting (Lost Customers) 26

SAS 2 - Service Appointment Scheduling 27-39

SAS 2/A1 Suggested Talking Points in case Customer’s Desired Date & Time for Service is not Available 31

SAS 2/A2 SMS for Service Appointment Confirmation 32

SAS 2/A3 DMS Appointment Screen 33

SAS 2/A4 Daily Appointment Register 34

SAS 2/A5 Service Process 35

SAS 2/A6 Talking Points for Reminder to Customer (1 Day before Service Appointment) 36

SAS 2/A7 Confirmed Customer Appointment List 38

SAS 2/A7 Welcome Board for Appointment Customers 39

SAS 3 - Vehicle Pick-up & Drop 41-49

SAS 3/A1 Pick-up & Drop Appointment Sheet 48

SAS 3/A2 Vehicle Pick-up Job Slip 49

SAS 4 - Receiving the Customer at the Workshop 51-59

SAS 4/A1 Vehicle Entry and Out Time Register 55

SAS 4/A2 Vehicle Status Hanger 56

SAS 4/A3 Vehicle Allocation Sheet to Service Advisor 57

SAS 4/A4 Shuttle Service Route Chart 58

SAS 4/A5 Transport Availed Register 59

SAS 5 - Vehicle Receiving & Pre-service Inspection 61-71
SAS 5/A1 Job-Slip 64

SAS 5/A2 Service Advisor Walk around the Vehicle to Check 65

SAS 5/A3 Job Card opening through Tablets 66

SAS 5/A4 SA Probing Sheet to Understand Customer Demanded Jobs/Repair 69

SAS 5/A5 Road Test Track Sheet 71

SAS 6 - Completion of Vehicle Receiving Process 73-86

SAS 6/A1 Time Estimate for Free/Paid service 79

SAS 6/A2 Jobs Covered under Periodic Maintenance Labour Charges 80

SAS 6/A3 Periodic Maintenance Labour Charges Display Board 81

SAS 6/A4 Job Card 82

SAS 6/A5 SMS on Job Card Opening 84

SAS 6/A6 Suggested New Customer Education Points 85

SAS 6/A7 Customer Lounge Feedback Form 86

SAS 7 - Vehicle Inspection after Service Completion and Explanation to Customer 87-99
SAS 7/A1 Service Advisor Delivery Check Points 94

SAS 7/A2 SMS on Job Card Closing 95

SAS 7/A3 Pre-Invoice (Service/Bodyshop) 96

SAS 7/A4 Wash-Satisfaction Card 97

SAS 7/A5 Suggested Driving Tips for explanation to the Customer 98

SAS 8 - Payment, Documentation & Vehicle Delivery 101-107

SAS 8/A1 Instant Feedback Card 105

SAS 8/A2 CSI Feedback Card 106

SAS 9 - Post-Service Follow-up (PSF) Contact 109-116

SAS 9/A1 Thank you SMS on Same Day of Service 112

SAS 9/A2 3rd Day PSF: Call Script for Service Advisor 113

SAS 9/A3 6th Day PSF Call (For Customer who Personally came for Service/Repairs to the Workshop) 114

SAS 9/A4 6th Day PSF Call (For Customers who availed Doorstep Service for Service/Repairs) through MMS 115

SAS 9/A5 6th Day PSF Call (For Customers who availed Pick-up & Drop Facility for Service/Repairs) 116
SAS 10 - Attending Customer Complaints at the Workshop 117-126
SAS 10/A1 Technical Tracker System 124

SAS 10/A2 Satisfaction Note 125

SAS 10/A3 Customer Complaint Closing Report 126

SAS 11 - Vehicle Tracking for Delivery at Promised Time 129-138

SAS 11/A1 Service Advisor Tracking Sheet 135

SAS 11/A2 SMS to customer for revised cost/time estimate 136

SAS 11/A3 Vehicle Allocation Sheet 137

SAS 11/A4 Floor Coordinator Vehicle Tracking Sheet 138

SAS 12 - First Time Right 139-147

SAS 12/A1 Case History of Revisits/Repeat Jobs 142

SAS 12/A2 5 Why Analysis Example 143

SAS 12/A3 Countermeasure Implementation Monitoring Sheet (CIMS) 145

SAS 12/A4 Countermeasure Implementation Monitoring Register 146

SAS 12/A5 Repeat Job Post-Service Follow-up (PSF) Register 147

SAS 13 - Spare Parts Availability for Service/Repairs 149-154

SAS 13/A1 Non-Available Spare Parts Register 152

SAS 13/A2 Vehicle Hold-up Details for Parts not Available 153

SAS 13/A3 Critical Spare Parts Requirement Board 154

SAS 14 - Final Inspection 155-161

SAS 14/A1 Bay and Final Inspection Check-sheet 158

SAS 14/A2 Final Inspection Register 159

SAS 14/A3 Final Inspection Daily Summary 160

SAS 14/A4 Final Inspection Monthly Summary Report 161

SAS 15 - Washing and Cleaning 163-177

SAS 15/A1 Washing Control Register 169

SAS 15/A2 Washing Quality Audit Checklist 170

SAS 15/A3 Washing Flowchart 171

SAS 15/A4 Washing Manpower Allocation Board 176

SAS 15/A5 Washing Quality Display Board 177

SAS 16 - Effectiveness of Post-Service Follow-up 179-191
SAS 16/A1 Complete PSF Process Updation in DMS 182

SAS 16/A2 Dissatisfied Customer Complaints Status Register (PSF/Feedback Card/Telephonic Survey) 187

SAS 16/A3 Daily PSF Analysis Report 188

SAS 16/A4 Post-Service Follow-up Daily Report 189

SAS 16/A5 Post-Service Follow-up Monthly Report 190

SAS 16/A6 Daily Management Board – PSF Status 191

SAS 17 - Capturing Customer Feedback, Analysis and taking Countermeasures 193-197

SAS 17/A1 Dissatisfied Customer Feedback Analysis Sheet 196

SAS 17/A2 Weak Areas Identification & Countermeasure Report 197

SAS 18 - 5S & Safety 199-212

SAS 18/A1 Description of 5S 202

SAS 18/A2 5S Campaign Sheet 204

SAS 18/A3 Safety Check-sheet 205

SAS 18/A4 Safety Tips in Workshops 207

SAS 18/A5 Monthly Calibration Record Register 209

SAS 18/A6 Monthly Maintenance Record Register 210

SAS 18/A7 Annual Calibration Plan for Workshop Tools/Equipments 211

SAS 18/A8 Tools & Equipments Monitoring sheet 212

SAS 19 - Workshop Performance Review 213-215

SAS 19/A1 Steering Committee Meeting Record 215

SAS 20 - Transportation & Loaner Vehicle Facility for Customer 217-224

SAS 20/A1 Loaner Car Request Form 220

SAS 20/A2 Free Loaner Car Provided Register 222

SAS 20/A3 Loaner Vehicle Audit Check-sheet 223

SAS 20/A4 Free Loaner Car Required 224

SAS 21 - Maruti On-road Service (MOS) 225-232

SAS 21/A1 MOS Operations - By Call Centre 228

SAS 21/A2 MOS Operations — By Workshops 229

SAS 21/A3 MOS Tracking Register 230

SAS 21/A4 MOS Job Slip 231

SAS 21/A5 MOS Feedback Card 232

SAS 22 - Maruti Mobile Support (MMS) Workshop 233-245
SAS 22/A1 Mapping of Service Territory to Identify Potential Locations 239

SAS 22/A2 MMS Deployment Plan 241

SAS 22/A3 Daily MMS Appointment Register 242

SAS 22/A4 MMS Feedback Card 243

SAS 22/A5 MMS—Daily Report 244

SAS 22/A6 MMS—Monthly Summary 245

SAS 22/A7 Maruti Mobile Support – Process Flow 246

SAS 23 - Faster Vehicle Service through Express Service and Two-tech Bay 247-251
SAS 23/A1 Express Service Tools and Equipments 249

SAS 23/A2 Express Service Process Flow 250

SAS 24 - Service Facilities for Customer Convenience and Delight 253-268

SAS 24/A1 Free Checkup Camp Check-sheet 260

SAS 24/A2 Service Repair/Communication Letter 262

SAS 24/A3 Monthly Service Camp Report 263

SAS 24/A4 Service and Product Performance Feedback Form (Customer Meet) 264

SAS 24/A5 Focused Customer Meets Record 265

SAS 24/A6 Service Advisor Home Visit Check-sheet 266

SAS 24/A7 Service Advisor Home Visit Tools and Consumables Kit 267

SAS 24/A8 Summary Report on Greetings sent to Customers 268

SAS 25 - Manpower Requirement, Roles Responsibilities, Development & Motivation 269-278

SAS 25/A1 Requirement of Workshop Manpower 271

SAS 25/A2 Summary of Manpower Available in Workshop 273

SAS 25/A3 Roles and Responsibilities of Manpower 274

Maruti Suzuki Service Performance Benchmarks
Notes
Notes
Notes

Cyber Crime BCA NOTES 5TH SEM PDF
100% (1)
Cyber Crime BCA NOTES 5TH SEM PDF
17 pages
TM 1-6625-724-13&p Manual Ava Vibracion
No ratings yet
TM 1-6625-724-13&p Manual Ava Vibracion
613 pages
3 Base II Clearing VCX Migration Implementation Guide
No ratings yet
3 Base II Clearing VCX Migration Implementation Guide
19 pages
Service Advisor - The Key Point of Chery Core Produrce
100% (1)
Service Advisor - The Key Point of Chery Core Produrce
41 pages
Sai Service Management Services
No ratings yet
Sai Service Management Services
16 pages
Gramin Dak Sevak BPM ABPM Posts Advt Details India Post - Compressed
No ratings yet
Gramin Dak Sevak BPM ABPM Posts Advt Details India Post - Compressed
21 pages
Toyota Technician
100% (2)
Toyota Technician
7 pages
g2 - Work Order Opening
No ratings yet
g2 - Work Order Opening
25 pages
Azarudhin - I - Vehicle Sales and Service Project Report Final-4
No ratings yet
Azarudhin - I - Vehicle Sales and Service Project Report Final-4
64 pages
7-Steps Service Operation
77% (22)
7-Steps Service Operation
66 pages
Caterpillar Case Study of Services Marketing
50% (2)
Caterpillar Case Study of Services Marketing
13 pages
Purchase
No ratings yet
Purchase
31 pages
Appointment Preparation
100% (1)
Appointment Preparation
32 pages
Ciber Crime
No ratings yet
Ciber Crime
12 pages
AutoMobile Service Station (Synopsis)
40% (5)
AutoMobile Service Station (Synopsis)
21 pages
Analyze (10 Points) Analyze The Purpose and Parts of The Business Letter Below
50% (2)
Analyze (10 Points) Analyze The Purpose and Parts of The Business Letter Below
5 pages
How To Get Started in Domain Names
No ratings yet
How To Get Started in Domain Names
32 pages
Kinap Student Online Portal Manual 2025
No ratings yet
Kinap Student Online Portal Manual 2025
13 pages
Phishing Website Detection Using Machine Learning
No ratings yet
Phishing Website Detection Using Machine Learning
31 pages
Automotive Service Management System
No ratings yet
Automotive Service Management System
28 pages
Homework Write An Email
100% (1)
Homework Write An Email
7 pages
Bajaj Auto JD
No ratings yet
Bajaj Auto JD
4 pages
Dealership Presentation New
100% (1)
Dealership Presentation New
27 pages
Eplanner MeetingsAndEventsResourceGuide 25march2014
No ratings yet
Eplanner MeetingsAndEventsResourceGuide 25march2014
36 pages
Service Marketing
100% (4)
Service Marketing
20 pages
Nick's Service Training
No ratings yet
Nick's Service Training
159 pages
Using Services Marketing To Develop and Deliver Integrated Solutions at Caterpillar in Latin America
No ratings yet
Using Services Marketing To Develop and Deliver Integrated Solutions at Caterpillar in Latin America
55 pages
Service Management: Presentation in SM On Marketing Mix and Blue Print of Maruti Suzuki Service Station
100% (1)
Service Management: Presentation in SM On Marketing Mix and Blue Print of Maruti Suzuki Service Station
17 pages
DATSUN - Guide Book
No ratings yet
DATSUN - Guide Book
17 pages
Aftersales Best Practice Guide
No ratings yet
Aftersales Best Practice Guide
79 pages
Signoff Workshop New
100% (3)
Signoff Workshop New
4 pages
Salesforce Objects
No ratings yet
Salesforce Objects
59 pages
Comprehensive Vehicle Health Checkup
0% (1)
Comprehensive Vehicle Health Checkup
7 pages
MIS-1 Prospect Tracker
No ratings yet
MIS-1 Prospect Tracker
24 pages
Newsletters For Creators Transcript
No ratings yet
Newsletters For Creators Transcript
72 pages
3 Navnit Motors
No ratings yet
3 Navnit Motors
57 pages
Parts of A Letter
No ratings yet
Parts of A Letter
9 pages
Group Presentation Caterpillar SMKT
100% (1)
Group Presentation Caterpillar SMKT
29 pages
MEC390
No ratings yet
MEC390
51 pages
Payment Slip: Summary of Charges / Payments Current Bill Analysis
No ratings yet
Payment Slip: Summary of Charges / Payments Current Bill Analysis
4 pages
Service Quality and Customer Satisfaction of Maruti Service Station
0% (1)
Service Quality and Customer Satisfaction of Maruti Service Station
66 pages
The Rebel's Guide To Email Marketing - Grow Your List, Break The Rules, and Win
100% (1)
The Rebel's Guide To Email Marketing - Grow Your List, Break The Rules, and Win
331 pages
ACNManual
No ratings yet
ACNManual
33 pages
Deelip Catering Form
No ratings yet
Deelip Catering Form
1 page
Reception
No ratings yet
Reception
46 pages
Human Resource Management in Automotive Service Apr-20
No ratings yet
Human Resource Management in Automotive Service Apr-20
36 pages
Ritesh Kundali Report
No ratings yet
Ritesh Kundali Report
53 pages
EUDR User Guide EO v0.2
No ratings yet
EUDR User Guide EO v0.2
29 pages
WWW Leadfuze Com Prospect Vs Lead Vs Opportunity
No ratings yet
WWW Leadfuze Com Prospect Vs Lead Vs Opportunity
27 pages
S.O.S Service
No ratings yet
S.O.S Service
16 pages
Udy On Customer Satisfaction With Respect To After Sales
No ratings yet
Udy On Customer Satisfaction With Respect To After Sales
15 pages
MR & Appointment
No ratings yet
MR & Appointment
30 pages
1 Narula Sir Presentation - Start
No ratings yet
1 Narula Sir Presentation - Start
14 pages
Beginner’s Guide to ServiceNow CSM Customer Service Management
From Everand
Beginner’s Guide to ServiceNow CSM Customer Service Management
Business Success Shop
No ratings yet
KPI Booklet 2019 en PDF
No ratings yet
KPI Booklet 2019 en PDF
29 pages
How To Report An Incident On RITAS Quick Guide - v1
No ratings yet
How To Report An Incident On RITAS Quick Guide - v1
21 pages
ServiceOperationsGuide 062608 PDF
No ratings yet
ServiceOperationsGuide 062608 PDF
62 pages
Unit - 5-1
No ratings yet
Unit - 5-1
18 pages
Service Manual - 12.07.23
No ratings yet
Service Manual - 12.07.23
23 pages
New Stander Recipis - 2
No ratings yet
New Stander Recipis - 2
32 pages
Meeting Room Usage Guide - v1.2
No ratings yet
Meeting Room Usage Guide - v1.2
18 pages
10 Basic Strategies To Develop Automotive Service Center 1676867451
No ratings yet
10 Basic Strategies To Develop Automotive Service Center 1676867451
5 pages
Service Manager Category 08 March 2019: National Skill Contest 2018-19
No ratings yet
Service Manager Category 08 March 2019: National Skill Contest 2018-19
22 pages
Swetank MSM Project Report
No ratings yet
Swetank MSM Project Report
51 pages
Sec - Email Writing
No ratings yet
Sec - Email Writing
24 pages
01 CHSService Appoint
No ratings yet
01 CHSService Appoint
16 pages
Service: Brand Identification Facilities Service Management Human Resources Competences Sub Dealer
No ratings yet
Service: Brand Identification Facilities Service Management Human Resources Competences Sub Dealer
33 pages
Interview For Hyundai For TSM Role Jaipur Location
No ratings yet
Interview For Hyundai For TSM Role Jaipur Location
12 pages
New Email 10
No ratings yet
New Email 10
8 pages
Seclore QuickStart UserOnboarding
No ratings yet
Seclore QuickStart UserOnboarding
7 pages
Workshop Processes - Pocket Booklet-2
No ratings yet
Workshop Processes - Pocket Booklet-2
18 pages
Customer Service Macros For Shipping Concerns, Inquiries and Delays
No ratings yet
Customer Service Macros For Shipping Concerns, Inquiries and Delays
13 pages
Loa Bcs - Ebcs Checklist.v2
No ratings yet
Loa Bcs - Ebcs Checklist.v2
10 pages
Chapter 6 - Service Manula
No ratings yet
Chapter 6 - Service Manula
7 pages
Sadvisor03 Map20250116062213
No ratings yet
Sadvisor03 Map20250116062213
2 pages
Order Form 40106
No ratings yet
Order Form 40106
10 pages
2751-Histroy - 123
No ratings yet
2751-Histroy - 123
3 pages
Chandra Mohan Bill
No ratings yet
Chandra Mohan Bill
5 pages
Audi Service Basic EN
No ratings yet
Audi Service Basic EN
3 pages
DATE: 4/12/2007 TO, The Recruitment Manager: Sub: - Application For
No ratings yet
DATE: 4/12/2007 TO, The Recruitment Manager: Sub: - Application For
4 pages
Tridib Chakraborty Resume
No ratings yet
Tridib Chakraborty Resume
3 pages
Pratuls CV A9
No ratings yet
Pratuls CV A9
7 pages
Circular On Handling & Identification of Special Customer
No ratings yet
Circular On Handling & Identification of Special Customer
3 pages
Made by - Archit Goyal 9690566019
No ratings yet
Made by - Archit Goyal 9690566019
11 pages
Selection Menu
No ratings yet
Selection Menu
6 pages
Notes Report - 1722107256117
No ratings yet
Notes Report - 1722107256117
7 pages
Pakistan Mechanics
No ratings yet
Pakistan Mechanics
18 pages
Scheduling Permit
No ratings yet
Scheduling Permit
1 page
P5 Set
No ratings yet
P5 Set
3 pages
Counter Sale
No ratings yet
Counter Sale
4 pages
Project
No ratings yet
Project
25 pages
Service Advisor
No ratings yet
Service Advisor
4 pages
Kitchen New File New Ordering & Par Stock All Outlet
No ratings yet
Kitchen New File New Ordering & Par Stock All Outlet
5 pages
Curriculum Vitae
No ratings yet
Curriculum Vitae
3 pages
Welcome To Rcss Technologies
No ratings yet
Welcome To Rcss Technologies
35 pages
Welcome Letter (Shahabudin)
No ratings yet
Welcome Letter (Shahabudin)
2 pages
CRM at Maruti LTD: Presented By:-Manish Jain Parul Kaushal Piyush Goel Puneet Garg Ridhima Arora
No ratings yet
CRM at Maruti LTD: Presented By:-Manish Jain Parul Kaushal Piyush Goel Puneet Garg Ridhima Arora
19 pages
Service Adviser Assessment Form
No ratings yet
Service Adviser Assessment Form
1 page
Wewdding Contract
No ratings yet
Wewdding Contract
4 pages
Company Daily Attendance Report - 1719301668818
No ratings yet
Company Daily Attendance Report - 1719301668818
3 pages
Curriculum Vitae: Pradeep Kumar Gangwal Village - Geejgarh Dist.-Dausa Rajasthan 303502
No ratings yet
Curriculum Vitae: Pradeep Kumar Gangwal Village - Geejgarh Dist.-Dausa Rajasthan 303502
3 pages
Semi Voice Project Details
No ratings yet
Semi Voice Project Details
2 pages
Service Advisor-PMGR
No ratings yet
Service Advisor-PMGR
2 pages
Profile RM
No ratings yet
Profile RM
4 pages
Key Points To Note For GMC
No ratings yet
Key Points To Note For GMC
2 pages
Resume Dharmendra Gujjar CV Format4.PDF 20240326 194554 0000
No ratings yet
Resume Dharmendra Gujjar CV Format4.PDF 20240326 194554 0000
2 pages
2013-03-08 1033 (Discussion On Refinancing)
No ratings yet
2013-03-08 1033 (Discussion On Refinancing)
1 page
COMESOON Pre-openingOS&E Cases
No ratings yet
COMESOON Pre-openingOS&E Cases
2 pages
LN Brand Stories
No ratings yet
LN Brand Stories
2 pages
Objective: Café Coffee Day
No ratings yet
Objective: Café Coffee Day
2 pages
Purposive Communication 5
No ratings yet
Purposive Communication 5
7 pages
Of Gate - Pass
No ratings yet
Of Gate - Pass
1 page
Visiting Card List ..... Akash
No ratings yet
Visiting Card List ..... Akash
1 page
Kitchen New Check List 2024 FF
No ratings yet
Kitchen New Check List 2024 FF
1 page
Smoked Chicken Quesadilla
No ratings yet
Smoked Chicken Quesadilla
2 pages
Heart of Iceberg Lettuce
No ratings yet
Heart of Iceberg Lettuce
1 page
Chopped Handpicked Field Greens
No ratings yet
Chopped Handpicked Field Greens
1 page
Duet of Maine Lobster Tail and Jumbo Shrimp
No ratings yet
Duet of Maine Lobster Tail and Jumbo Shrimp
1 page
8 Step Client Onboarding Process: Process Templates
From Everand
8 Step Client Onboarding Process: Process Templates
Kangethe Mbugua
No ratings yet
Chefetaria Timings
No ratings yet
Chefetaria Timings
1 page