DATSUN- Aftersales

Launch Guidebook 2013

Dealer workshop December 13

 Contents

Sr.no. Topics Page. No.

1 After Sales strategy 3 - 16

I Story Till Now 3-4

II Appointment Process 5

III Pick-up and Drop Services 6-8

IV Mobile Service Assistance 9 - 12

V TCO – Total Cost of Ownership 13 - 16

2 Launch Road Map 17

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 1. I Aftersales Strategy- Story till now

Datsun Brand Promises and Aftersales Network Contribution:

AS Network contribution to Datsun:

1. Accessible -Customer can find out dealer (service workshops) for Datsun service within reasonable
distance (ex. less than 30 minutes).

2. Peace of mind -Customer does not wait for service at dealership workshop (ex. appointment system,
productivity improvement activities, parts availability).

3. Reliable -Customer can trust the dealer’s service (customer handling, service cost, repair skills).

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Combining our the brand promises, competition benchmarking and geo-marketing study results we
concluded our strategy with the following two solutions to be accessible, reliable and give peace of mind to
customer

Both activities are explained in detail in the following pages.

II4 Appointment Process

Appointment process as per AS-DOS

In addition to our regular appointment process, with available new services, CRE will have to judge the
service applicability as per the customer’s location.
After confirmation of the customer’s location CRE offers ideal choice to the customer and confirms
customer’s preference:

Customer himself / his driver will Confirm the appointment and

visit the dealership for Block the time in appointment log.
appointment

If customer’s location comes under Confirm the appointment and

Pick-up and Drop service area, Block the designated driver’s time
offer him the same and explain the in appointment log.
charges, if any

If customer stays near mobile On confirmation of Mobile service

service location and is not willing visit date, call up customer and
to travel, take his details and inform him about the location and
update in Mobile service customer date of Mobile Service visit to his
log book. nearest location.

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 III Pick up & Drop Services

To make our brand more accessible Pick-up and Drop Services should be provided to all customers on
request.

Define Service Area:

Dealers should clearly communicate their service areas to the customers.

Please refer Annexure 1 for detailed process of Area mapping.

Scope of Services:
 Pick-up and Drop vehicle from and to the customer’s requested location
 Only pick-up or only drop vehicle after service to the customer’s requested location

Roles and Responsibilities:

Dealership Management – Appointment of required drivers
Service Manager – Overall process
Customer Relation Executive (CRE) – Appointment with customer
Service Advisor (SA) – Explanation to and approval from Customer

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Manpower Requirement:

1 driver can handle 2 pick-up & drop per day (industrial average). On basis of this standard requirement
should be calculated by each dealer.

Example: Total RO per day – 20

Pick-up & drop appointment per day – 20% of total RO i.e. 4
Driver required = 4/2 = 2 drivers.

Service Process:

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Driver’s Qualification:
Driver should have valid driving License and basic technical knowledge about the DATSUN vehicles.
He should be polite and must be trained in basic customer communication (greetings)

Driver’s kit
Each driver should prepare the following for his visit to customer:
1. Trade plate with Insurance ( to cover the risk of accidents)
2. A proper uniform with Hand gloves when at the customer’s premises.
3. Vehicle inventory Sheet (Annexure 2)
4. Authorization letter (Annexure 3)

Legal Requirements:
Dealership should procure adequate amount of Trade Plates with insurance, to avoid any additional burden
on customer/ Workshop.
Driver should be trained to handle the customer vehicle with utmost care. To ensure clarity with customers
and minimum risk, customer’s approval (signature) should be taken on the Authorization form while vehicle
is being picked and acknowledgement during vehicle delivery.
The Authorization letter has to be on the respective dealer’s letterhead.
(Refer sample format of Authorization letter- Annexure attached)

Service Charges:
Vehicle Pickup & Drop is mandatory for all Datsun/Nissan customers on FOC/Chargeable basis.
If chargeable, rates should be reasonable, fixed on the basis of competitor benchmarking in your area.
Customer should be informed about the charges during booking the appointment and the same should be
mentioned on Invoice.

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 IV Mobile Service Assistance

Drive Time:

As explained earlier, Mobile service Assistance service will be applicable to the customers located more than
90 minutes’ drive time.

Sample of Identified locations for Mobile Service Assistance Mapping

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Partner Appointment:

After the locations are identified dealers are requested to start scouting for the business partners with the
following criteria’s as the basis for selection. DATSUN Field representatives will be assisting you through
this whole process.

Selection Criteria:

Local Tie-up Locations:

1st preference should be given to the fuel stations with required facilities and 2nd preference to the
independent service station fulfilling all criteria’s.

1st preference 2nd preference

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If the selected partner does not have wheel alignment facility, dealers are requested to tie-up with the
nearest available tyre shop for the services.

It is recommended to sign agreement with all agreed terms and conditions, including the financial clauses
and protection of customer data.

Applicable Job Types:

Mobile service Assistance can carry out following Jobs excluding Heavy repairs, Diagnostics job and B & P
repair:
- All Periodic Maintenance jobs (warranty jobs included)
- Light repairs

Appointment Process:

When CRE contacts customer for the appointment, she confirms his required job type. If the job falls under
the scope of Mobile Service Assistance she would inform the tentative visit date to the customer and record
the customer’s details in the appointment log book. And if the job is out of scope she would request customer
to visit the dealership for diagnosis and repair.

CRE calls N-1 day to confirm his appointment and informs him about the location and time for his visit to
service the car

Mobile Service Assistance Vehicle:

Sample Pictures

The final designs and ordering process for the vehicle will be communicated to you soon.

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Infrastructure Requirement:

1. Vehicle (with Modifications)

2. Set of Tools and equipment (Annexure 4)
3. Dedicated Nissan technicians (Trained under one man efficient PMS)
4. Trained Service Advisor

Mobile Service Operation:

After the partners are selected as per the requirements and agreement is signed, CRE should start
contacting customers. And then the below process follows:

N-1 day Service advisor checks the status of the

mobile service vehicle and prepares parts as per the

appointment
1

Nth day Service Manager dispatches mobile service

vehicle to the business partner location

After reaching the site Service advisor confirms

overall preparations and does the required setup

Service Advisor starts receiving customers as per

appointment and follow the normal job flow

If wheel alignment is required, Service advisor

recommends the customer to visit associated tyre

shop with printed coupon (customer should not be

asked to pay at the tyre shop)

After returning to dealership, service advisor

should update customer database and service

history in the DMS

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 V Total Cost of Ownership

Efficient work procedures and reduction in Periodical check items make it possible to drastically minimize
labor time and achieve competitive maintenance cost for life.

<Maintenance cost up to 50,000 km>

15,000
Maintenance cost (INR)

10,000

5,000

0
ALTO K10 EON Micra K2
SUZUKI HYUNDAI NISSAN DATSUN

Parts Cost Labor Cost

What is PMS Standard Operation Procedure?

PMS standard operation procedures ensure that all inspection items are inspected efficiently with zero
waste of movement in order to maintain the same level of quality and time for every technician.

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 Technicians each perform PMS jobs using their own procedure

Standardize the operation procedure

Necessity of PMS Standard Operation Procedure

To improve job efficiency, every person must perform the operation using the same process according to the
established most efficient procedure and assigned time, instead of entrusting technicians with everything.

(Different movement of technicians performing the same PMS operation)

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Benefit for technicians

Technician can complete a PMS job while saving his energy by following the standard operation procedure.

How to make it easier?

Use of efficient tools such as a tool caddy, which can be taken around with you while you work, and power
tools etc., will make it easier to perform PMS jobs. You can then eliminate wasted movement and save time.

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Overall Work Flow:

Periodic Maintenance Service (PMS) Standard Operation Procedures define all operations such as lift
operation, the sequence of inspection items and the know-how of each inspection, in order for technicians to
perform PMS jobs efficiently.

This page will give you an understanding of what compartments are inspected under each lift position.

*1:High position is suited to drain engine oil and inspect the vehicle underbody, etc.
*2:Middle position is suited to inspect brake and suspension around wheel house.

Preparations Required by Dealers:

Nissan has started conducting training for dealer staff (Technicians & Service Advisors) and will continue by
DATSUN launch.
To make sure your staff will be able to conduct the PMS successfully to assure highest quality and efficiency,
following needs to be done by all dealers:
1. Assign Technicians in charge
Final goal is to let every Technician to be able to conduct the efficient PMS but as a start, it’s necessary to
assign a leader to instruct others.
2. Prepare required tools
Some specific tools and measurement equipment will be necessary to properly conduct this new procedures.
Please follow instructions through your ASM and prepare before the training.
3. Continuous follow-up for sustainability
With the help of ASM, please let your team leader to periodically check Technicians’ work – coverage of
designated check items and speed.

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 2. Launch Roadmap

Milestone December January February March

Launch Assessment
Action Plan for the behind the schedule activities
Recovery Action
Define Pick-up & drop Service Areas
Drivers recruitment
Driver's Kit
Driver's Training
Mobile Service Assistance
Vehicle order
Partner selection
Agreement with the partner
Tie-up with Local tyre facility (if needed)
Trial Period
AS-DOS implementation
Status evaluation
Training
Technical training
One Man PMS Training (On-site)
One Man PMS Training (Group)
Tools and Equipment preparation
PMS implementation follow-up
Non technical training
DPSW training
Brand / Mindset Training
Product Training
For Service Manager, S/A, Tech

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