30% quality improvement in dealer workshops
Automotive press and consumer groups continually identify poor service in dealer workshops as a key driver of customer disloyalty. With many workshops leaving service histories unstamped or simply failing to complete the work the customer has paid for, it's easy to understand why. Whilst these problems are easily averted by the implementation of simple quality controls, too few dealers see this as productive, choosing instead to handle each problem as it arises. This approach damages both the dealer's and the brand's reputations.
One of the main reasons so few dealers check their technician's quality of work is their belief that no complaints means no mistakes'. However the reality is that instead of arguing with the dealer in an attempt to rectify an error, the average motorist would rather handle small issues themselves, but then take their business elsewhere next time. The dealer rarely knows they have a problem.
A simple solution exists in the Qcheck system (www.qualcheck.co.uk), which tracks the quality of work performed by each workshop against dealer & OEM processes. The results recorded in Qcheck are automatically consolidated to provide 'real time' quality metrics at technician, dealer, dealer-group, regional & national levels. This enables OEMs and dealer groups to implement and measure standardised quality process checking at all workshops 'Live' over the internet, thus driving improvements in dealer processes, customer satisfaction and 'Right First Time'.
Over 1,000 dealers, across 22 manufacturers in the UK are now using Qcheck in their service workshops and as a result of doing so, in their first year, 96% of them saw an average improvement of 30% in their quality of work, with some achieving as high as a 50% increase. With the additional facility to independently audit the individual workshops, the OEMs and dealer-groups are finding Qcheck an invaluable, extremely cost effective and simple way to implement robust quality standards throughout their entire network.
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