Dealer Service Quality Check Points

Dealer Code

CN02A

Zone

south

SL No Check Points

Question

Dealer Name

Lanson Toyota

Location

Evaluator Name

Madhuchandra.J

Visit Date

Does the Dealer have facilities for

staff that are regularly cleaned and
maintained?

Warranty Parts
Rack

Does the Dealer have a warranty

parts rack where parts can be
identified by repair date and R/O
number?

Guidelines for Evaluation

Electronic Parts Does the parts department have

Catalog
EPC (electronic parts catalog) on
at least one computer?
Working Stall

Does the Dealer have working

stalls that are clearly marked?

2) Equipment condition (Tables, chairs, lockers,

Check equipment condition at

showers, etc.)

different staff facilities

3) Cleanliness

Hygiene is important, no odor or

sound. Check dealer drawings

1) Availability of the rack

Sufficient racks to store at least 60

days warranty parts of dealership

2) Shelves are classified

N-1,N-2 & N method

3) Possibility of tracking the parts with R/O number

and repair date

Check complete information on

Warranty tag also. ( 4~5 Samples)

1) Availability of EPC

Check if , Latest version available at

dealership parts system

1) Availability of working stall

No of Working Stalls.Count ( EM &

General)

Marking for the Tools Box Placement

2) Clear marking for all available working stalls
Lift

Does the Dealer have a lift that

can handle the heaviest vehicle in
the market?

Fender Covers
and Grill Cover

Does the Dealer have at least one

set of fender covers and a grill
cover in each working stall?

Lift capacity above 3000 kg. Lift arm

1) Availability of at least one lift that can handle the rubber adaptors condition, helmets to
be used in underbody work.
heaviest vehicle in the market

1) Availability of fender covers & grill covers

1 set per working stall, not torn or

dirty/ greasy

2) Usage

Are they using in all the vehicles

which are there in the workshop

Hand Tools

Does the Dealer have basic hand

tools that meet Distributor
guidelines?

Check 3~4 work bays - Tool Box

1) Availability of basic hand tools list
recommended by distributor.

SST

Does the Dealer have special

service tools (SST) that meets the
Distributor guidelines?

2) Availability of basic hand tools & 4S condition

Also check how the audit is done to

confirm the availability of tools

1) Availability of distributor recommended SST list.

Mandatory SST List shared with all in

Nov2009, please refer it.

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2) Availability of SST
Diagnostic Tools Does the Dealer have a diagnostic
( Intelligent
tool that is recommended by
Tester )
Distributor?

135 Mandatory SST are there ,ask

dealer to show the list & confirm the
SST as per the list
Usage Condition

1) Availability of Diagnostic tool

Latest Version (2009.1)

2) Compliance with Distributor guidelines
General Service Does the Dealer have a set of
Equipment
general service equipment?

Ask dealer to give the list of

1) Availability of distributor recommended list for equipments
general service equipment.

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2) Availability of General Service equipments
Workbench
11

12

Does the Dealer have at least one

workbench in the workshop?

New Car
Does the Dealer have a set of new
Features/Repair car features (NCF), repair manuals
Manual/Electric (RM) and electrical wiring diagram
Wiring Diagram (EWD) for the available models in

1) Availability of staff facility: changing room, toilets Visit Technician Locker Room
and specific area for the staff to rest, eat, etc.

by weeks / months

1st july 2010

Evaluation
Evaluation Object

Technician
Facility

Chennai

1) Availability of workbench

Working condition / maintenance of

the equipments

Workbench should be in serviceshop

fitted with Bench vise and have thick
rubber on top surface

Should be stored in the racks with clear

1) Availability of new car features, repair manuals and mentioning of the model names on the
racks
electric wiring diagrams manuals

Evaluator Comments

Evaluation
SL
No

13

Check
Points

16

Evaluation Object

Does the Dealer have all recent 1) Availability of Dealer technical report (DTR),
Dealer Technical technical publications (DTR, TI and technical information (TI) & service bulletins (SB)
Report/Technical SB) available?
Information/
Service Bulletin
2) Availability of recent publications

A/C Gas
Recovery &
Recycling

Does the Dealer have an A/C gas

1) Availability
recovery and recycle system which
complies with the local governmental
regulations?

Working condition / maintenance of

the equipments

Adequate
Lighting in
workshop

Is the light intensity in the working 1) Light intensity in workshop is 350 Lux.
stall 350 lux (fixed or with portable
lights) and in the parts warehouse
300 lux?
2) Light intensity in parts warehouse is 300 lux.

Check at different working stalls

Are workshop and parts areas

clean, ordered and complying with
local governmental safety
precautions?

Take Photos of Fire Extinguishers

17

2) Usage

18

21

Check at different isles in

Warehouse

2) Parts related areas are clean and safe

(Warehouse, retail counter, workshop counter)

Does the Dealer have seat covers 1) Availability of seat covers and floor mats
Seat Covers and and floor mats?
Floor Mats

20

Focus - how info is being shared with

technicians, timely.

How air filters,oil cans & other

wastes are stored

1) Workshop related areas are clean and safe

List of FI/ TI/ SB to dealerships check for last 3 months. Should be

displayed in the workshop or in
Obeya Room

Does the Dealer have a hazardous 1) Compliance with local governmental regulations
waste management system which
complies with the local
governmental regulations?

4S and Safety

19

Guidelines for Evaluation

Hazardous
Waste
14

15

Question

One set/ work stall etc required check at work stall

Should be used in the all the vehicles
available in the workshop

As a result of production process, 1) Availability of dedicated area in Repair Order

Job Result Input are the job results for all content (Documents or computer system)
for All Content
available in DMS or related paper
documents?
2) Availability of required information

Are the results of Pre-Delivery 1) Availability of dedicated area in Repair Order

Confirm Interior & confirmation available in DMS or (Documents or computer system)
Exterior
related paper documents?
Cleanliness
Before Vehicle
2) Availability of required information
Delivery and
Input Results

To completely fill up the RO

Visit to Washing Area

Washing Quality Chack Sheet

As a result of delivery process, is 1) Availability of dedicated area in Repair Order Check RO Copy Second Sheet
Explanation of the dealer staff confirmation of job (Documents or computer system)
(Yellow Color) Back side
job results using results explanation available in the
record of quality DMS or related paper documents?
control result.
2) Availability of required information
Check RO Copy Second Sheet
(Yellow Color) Back side

Stop Repair if
Fix it Right
Cannot be
22 Achieved
(Contact Dist.
For assistance)

In case of general repair, is there a

record for the times Dealer staff
contacted the Distributor for
assistance in diagnosis/repair?

FI & PDS
23 Issuence

Is there a record for FI sent to the 1) FI issuance according to Distributor guidelines

Distributor?

1) Records for the cases that Dealer contacts

Distributor for assistance in diagnosis / repair

FIR Confirmation For general repair, is the PSFU 1) Availability of dedicated area in PSFU related
and Result Input result available in DMS or related documents or computer system
paper documents?

FTE requirement and technical calls to

TKM for support on GR also

1) FI target vs actual sent from

Connect.
Ask for sample Non FIR Cases &
Root cause

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2) Availability of required information
Parts Handling
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26
27

Paint Room

Whether Parts at the dealership

during service are handled
properly.
Maintenance of Paint Room

RO format changed, Repair Order to

be completely filled up

Parts should be handeled with care.packing,proper Should not be kept on the

handling in the engine room.etc
floor,dumped in the engine room
Replacement of filters

Technical Leader Whethet TL is aware of his roles & 1) Availability of such qualified staff
responsibilities.

Dust free,maintenance of the booth

Whether he is checking FI & PDS
Quality

Any Other Observations about Dealer Service Quality/Technical Related

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