Nani 2 2 Service.docx

2 X 2 - Service Promise Model Time commitment 2 hours: Scheduled Service - 2 days: Major jobs

Why 2x2 Service Promise?

2 x 2 Mandate Each Dealership should use following standard practices for better visibility/tracking and implementation of 2 x 2 service promise:            

2 x 2 Service Promise Training & Awareness 2 x 2 Banner 2 x 2 Dedicated Bay for service and special tools 2 x 2 Priority Stamp 2 x 2 Magnetic Pyramid 2 x 2 Service Kits Parallel activities at the time of service Jumbo watch for time monitoring Service During Happy Hours and service with prior appointment System to capture customer satisfaction / grievance Daily Monitoring of Job card details Motivation & Appreciation to Workshop Team

2 x 2 Service promotion & awareness to customer through: • • • •

Display of 2 x 2 service POP in workshop / customer longue Communication at the time of Installation Display at Taluka location, Service camps TVC / Newspapers can also be used for promotion & awareness

Dedicated Bay for 2 X 2 Service

Pneumatic Gun

Magnetic Tray to collect Fasteners

Priority Stamp Usage of 2 x 2 service priority stamp to ensure quick and uninterrupted service at each contact point such as spares counter/ washing bay/service bay, final payment etc.

Magnetic pyramid Usage of 2 x 2 service magnetic pyramid will differentiate priority service from other service and create sense of ownership to workshop team

Service kits Usage of 2 x 2 service kits to reduce waiting time at spares counter and availability of all service parts at one go.

Season Time During season time when high flow is expected, encourage customers to take prior appointments and run workshop after normal working hours ( Happy Hours) . It will help workshop team to ensure proper allocation & optimum utilisation of workshop resources.

Review and follow-up  Daily review of previous day Job card details for J/C open & J/C close time for ensuring accuracy of system report card.  In case of discrepancy, do necessary corrections in actual times.  For non adherence of service time, find out reasons for the same.  Take corrective actions on above findings to eliminate recurrence of the same.