上汽大众e-vw品牌2016年度经销商售后商务政策及综合满意度细则

1、上汽大众VW 品牌2016 年度经销商售后商务政策及售后综合满意度细则1. 2. 2页/15上汽大众VW 品牌2016 年度经销商售后商务政策及售后综合满意度细则1. 2. 2页/152/1.5%) x211轮胎装车率轮胎装车率单台次金额*26单台次金额26RSSC 平RSSC 平3总台次装车率/3%) x 33/26）x6（ 采购金额/ RSSC 平均值）x 30303030轮胎深化养护、促销6 . . = . . = . . . 1. 。2. . 1) 3页/15ABCDEF2) ITODISx40ElsaProx ElsaPro系统应用：ElsaPro系统应用率=ElsaPro系统频率总

2、数量/x ) 2.4.1) 2.4.2) 2) ITODISx40ElsaProx ElsaPro系统应用：ElsaPro系统应用率=ElsaPro系统频率总数量/x ) 2.4.1) 2.4.2) iCrEAM x 50% + x 15% + x 负结算率：经销商iCrEAM系统产生的负向结算单数量（去除同一委托书的重复负结算项）除以系统 2.4) C. 1) 目的：提倡品) 4页D. 服活动实施考核得分=心享季活传2.1) 2.1.1) M M x-活动-1) 0M D. 服活动实施考核得分=心享季活传2.1) 2.1.1) M M x-活动-1) 0M 2.2)

3、 ) ) 0) E. 5页/1550250505050F. VW 户，VINF. VW 户，VIN1. 2. GTechcare 1) 目的：Techcare 。) OQC 检查表中“悠享晚班车” H. ) 日6页/152分，详见细则HBS-城市快修店01006002) Q1、Q3 3.2.2) Q1、Q3现场检查得分=3.2.3) Q2、Q4现场检查得分2) Q1、Q3 3.2.2) Q1、Q3现场检查得分=3.2.3) Q2、Q4现场检查得分=x50% + x CCHx. 3. 二、关键绩效指标KPI CSS 得分：详见客户忠诚度CL 得分：详见户7页/152016SAICVOLKSWAG

4、ENVWBrandAftersalesBusinessPolicyandComprehensive Satisfaction Detailed RulesPart1:AftersalesbusinessI.(A)Key1.KeyproductcategoryandtotalScoreScoreruleofenance*Installation rate of maenance parts = （Quarter retail liter of engine oil / 4）/ Quarter regular enance throughput2.22016SAICVOLKSWAGENVWBran

5、dAftersalesBusinessPolicyandComprehensive Satisfaction Detailed RulesPart1:AftersalesbusinessI.(A)Key1.KeyproductcategoryandtotalScoreScoreruleofenance*Installation rate of maenance parts = （Quarter retail liter of engine oil / 4）/ Quarter regular enance throughput2.2Scoreruleofcompetitive*Installat

6、ionrateoftyre=Quartertyreretailty/Quartertotal*Perthroughputsalesofcarekit=Quartercarekitretailsalesvolume/Quartertotal8页/15KeyCareParts3rate of total x 336avg.)xKeyEngineOilAirfilterPollenInstallationrate ofma enance 30303030ProductEngineoil,oilfilter,airfilterelement,filterTyre,carekit,partsKeyal6

7、*Thescoreshallberoundedofftoonedecimal2.3Scoreruleofkeyalsories(Take2016Q1foralal/numberofpassenger*Thescoreshallberoundedofftoonedecimal*Keyprofes *Keyalsoriesassessmentisfor*Thescoreshallberoundedofftoonedecimal2.3Scoreruleofkeyalsories(Take2016Q1foralal/numberofpassenger*Thescoreshallberoundedoff

8、toonedecimal*Keyprofes *Keyalsoriesassessmentisfor4Sshop,whiletakingnationalaveragescorealsorieslistincludesfloormat,trunkmat,mudflap,cushion,solarfilm,gear, plate frame, side steps for Tiguan, central armrest air filter and children safety seat, etc. VOLKSWAGENwillselectsomefromthelisteveryquartera

9、ccordingtoactual(B)Definition1. Parts retail sales means dealers original parts sales behavior for own workshop use, sales individual customerandfleetsalesiniCrEAMsystem.Convertpartsretailo the costwithoutatdealerssettlement,namely:partsretailsales=urchasepriceofmasterdata*bill2. sories retail sales

10、 means original sories sales behavior realized by repairing, outbound sales, wholesales outbound sales ernal consumption via iCrEAM system. soriesretailothecostwithouttaxatdealers3.Partssories)wholesalesmeansdealerspurchasevalueofpartssories)withoutfromSAIC-VolkswagenSalesandestablishednationwidebyS

11、AIC-4.Partspartssories)achievementrate=partssories)actualsaleswithinisticswithinisticsperiodx5. Wholesale/retail ratio=partssories)wholesaleswithinisticsperiod/partsretailsaleswithinisticsperiod x6. Pas (incl. chemicals) percentage = pas (incl. chemicals) retail sales within sisticsperiod/pure parts

12、 retail sales through workshop within sisticsperiod9页/15KeySolarArmrestairFloorInstallationrate of profes al ac sories*2%)x2%)x1x1%)x7.alsoriesquarterlyvaluepercar=alsoriesquarterlyretailsalewithinisticsperiod/normalamountwithinistics8. Total workshop throughput means dealers workshop visits based o

13、n one VIN iCrEAMer day 9. 7.alsoriesquarterlyvaluepercar=alsoriesquarterlyretailsalewithinisticsperiod/normalamountwithinistics8. Total workshop throughput means dealers workshop visits based on one VIN iCrEAMer day 9. enancethroughputmeansdealersworkshopthroughoutofregularenanceasrepairiniCrEAM(C)2

14、016dealerarts if they achieve previous 1. Dealers can apply for raising the , and take asthebasisofbonushe adjustment application before the8hworkday of 2. Dealers should month of quarter. It will be valid after SVAP confirmation as well as both signatures from dealer and RSSC, and will be taken as

15、the basis of business policy bonus.3. When dealers abnormal business is caused by force majeure such as removal and city ion, they can apply reduction which will be checked by RSSC and finally approved (A)KPI1.KPIandKPIandweightforQ1hasfinalized,see belowform.TheadjustmentofKPIsand weightsofQ2-Q4 wi

16、ll be announced at the beginning of each quarter.2.DetailedRulesforEachA.Tech.ITSystemApplication1) e: HelpDLR n improve tech ITsystem application and develop the repair habit ensurestandardrepairoperationandhighrepair2)TechITsystemapplication40%+ElsaProapplicationODIS application: diagnosis protoco

17、l submitting rate= diagnosis protocol submitted vol. during assessment period / total throughputs during the assessment period x 100%ElsaPro application: ElsaPro application rate=ElsaPro inquiry vol. / total throughputs during 10 页/15 ATech.ITSystemApplicationBiCrEAMDataCServiceCommitmentandDService

18、nEClubJoiningRateofCarFassessmentperiodx2.3)Grading2.4)ifanyviolationslistedbelowisdetected,thesystemapplicationrespectivelywillbereduced2.4.1)Diagnosisprotocolissenttogetherinshorttimetomeettherequired2.4.2) During the assessment period, any inquiry record manual,wiringdiagram,bodymanualisassessmen

19、tperiodx2.3)Grading2.4)ifanyviolationslistedbelowisdetected,thesystemapplicationrespectivelywillbereduced2.4.1)Diagnosisprotocolissenttogetherinshorttimetomeettherequired2.4.2) During the assessment period, any inquiry record manual,wiringdiagram,bodymanualiselligent enance manual, B.iCrEAMData1) e:

20、 improve the business data accuracy and help DLR acquire actual data which will actual aftersales business performance, loyalty us, parts sales performance, sory performance. It will yze the aftersales business performance and give guidance on strategyplanningttoimproveDLRbusinessrunningabilityand2)

21、iCrEAMdataaccuracy=settlementratex50%+minussettlementratex15%+abnormalsettlementtimeratex35%2.1)settlementvol.svol.convertedfromDLRiCrEAMworkorder/allwork2.2) minus settlement (cancel duplicated minus 2.3) abnormal maNegative s vol. converted from DLR iCrEAM work ofthesameworkitivevol.ettlement time

22、 rate: Nonstandard work order vol. which has serviceiteminDLRiCrEAM(nonstandardmeans:timedifferencentheordersettlementtimeordercreatingtimeandwhichis48Hror30minutes)/2.4)Gradingitiveenanceordervol.C.ServiceCommitmentand1) Objective:Topromotehonestbusinessanddecreasecustomerdrain,topromote dealerscus

23、tomerswithtimelyandexcellentervice,topromotethebrand2) Service commitment and publicity score is the score of the following OQC items. To dealers 11页/15R 0minussettlement0abnormalmasettlement time rate0100600 ODISElsaPro“Extendedopeninghours”,“Extendedopeninghours”moduleitemsisalsoServicecommitmentm

24、oduleitems33-49,servicemarketingmoduleitemTo dealers of “Extended opening hours”, “Extended opening hours” module items 63-65 is also D.ServicentSAICVWaftersalesservice1)e:Makencarriedoutplan,topromoteVWservicepullinamount,addcustomerviscosityand“Extendedopeninghours”,“Extendedopeninghours”moduleite

25、msisalsoServicecommitmentmoduleitems33-49,servicemarketingmoduleitemTo dealers of “Extended opening hours”, “Extended opening hours” module items 63-65 is also D.ServicentSAICVWaftersalesservice1)e:Makencarriedoutplan,topromoteVWservicepullinamount,addcustomerviscosityandpromote2) Service n Implemen

26、t nM(50 2.1)nM(502.1.1) Headquarter will send the M according to this monthlyspermaterial,minis0Mn regulation every month, dealer should make M standard, if dealer miss any one M, we will minus 2.1.2) Aftersales manager make a score when they have erview with dealersaccording Mstandard,andtheyshould

27、OSMsitephototoof2.1.3)Headquarterwillrandomlycheck10%lesaccordingtotheselective2.1.4) Headquarter supervisors should check dealersaccording to the M standard. If findanyoneofmaterialnotmeetingrequirements,10swillbedeductedinquarterly2.1.5)tdonttakehengetno suchas【Techcare】Juneaindeal”,“【Carcaringcla

28、ss】enance2.2.2) Monthly Sending Content should include above-mentionedisnotn activity, minus 10 s if WechatPlatformmustbeDealerlWechat,otherwise0Aftersales manager make the score according to Dealer Wechat platform sending content or Wechat screen shot.Dealer should send all aftersales service marke

29、ting Wechat screen shot content to the 12 页/15 Monthlyeffectivesending Frequency a50250 FinishMissanyone50Minus 10 posper material, Min 0 poAssessAssessSiteDealerWeChatplatform aftersales service marketing broadcastScreenshot in Wechat.Headquarter will random check as 10%, according to the selective

30、 pos.（0 posifnomaterials uploaded before due day）Scorewillbecalculatedpermonth,quarterlyscoreistheaverageofmonthlyFormoredetails,pleaserefertoVWbrand.Headquarter will random check as 10%, according to the selective pos.（0 posifnomaterials uploaded before due day）Scorewillbecalculatedpermonth,quarter

31、lyscoreistheaverageofmonthlyFormoredetails,pleaserefertoVWbrandtechcareserviceassessE.ClubJoiningRateofCar1)e:Improvetheloyaltyofcarowners.Explorecustomervalueduringfulllifecycleof2)ClubJoiningRateofCarOwners:Numberofmembershipvehiclejobordersinevaluationnumberofjobordersinevaluationperiod.Grade1) e

32、: Push the dealers to improve the ability of insurance renewal, increasing the sales insuranceandthevolumeofdamagedcarrepairs,andthusimproveKPI:QuarterlyActiveCustomerCoverageRate=Quarterlysalesvolumeofinsurance contractsfor cars in service/number of aftersales customers in 2015 x 100%DatasourceofQu

33、arterlySalesVolumeofInsuranceContractscomesfromtheinsurancecontract information in iCrEAM system and is confirmed by headquarter with corporate insurance companies.Inordertoensurethedataiseffectiveandreal,onlythedataprovidedbycorporatecompaniesofSAIC-VWwillbeusedin2.3.3) Only non-operating VW brand

34、t are produced by SAIC-VW will be calculation for quarterly sales volume of insurance contracts and aftersales customers. duplicate(B)Extra1.KPI13 页/15 G.TechcareServiceInnovation(Extended Opening Hours, Car Delivery, CourtesyCar,door-to-doorservice,+2 (Providing each service gets 2 extra poaccordin

35、g to the standard.)0ClubJoiningRateofCar45%,75%,02.DetailedRulesforEach1) Pure：Techcarevalue-addedserviceisindividualserviceproductionbasedoninitiativemarketing frame. At the beginning of promotion, DLR can implement selectively according to the requirement and operation ability. Service willbe more

36、 convenient service2.DetailedRulesforEach1) Pure：Techcarevalue-addedserviceisindividualserviceproductionbasedoninitiativemarketing frame. At the beginning of promotion, DLR can implement selectively according to the requirement and operation ability. Service willbe more convenient serviceexperiencea

37、ndbemoresatisfactoryandt customer will have a 2sper2.2) Every module：If there is no others,DLRcangetnon 1 clause not meeting the criteria, DLR can get 2 2.3)Extendingopeninghoursevaluationcriteriahe“Extendingopeninghoursmodule”ofOQCtheevaluationcriteriaofothersisattachedinTechcarevalue-addedservice

38、H.City1) e:Through on-site check,to promote CEtoCarryout after-salesstandard,improvemanagement, provide customers with convenient, smart, al, standardized ,helpdealersimprovecoverage,customersretention,improvecustomer2) Approach: Q1/Q3 entrust the third party al audit company to check according to checklist,Q2/Q4aftersalesbusiness manager checkthe CE result according to