FFI - Fair Vehicle Inspection

FFI - Fair Vehicle Inspection
... the services provided
Testing & Safety Technology
... for a rapid and sustainable return on your investment!
FFI Fair Vehicle Inspection – MAHA Service Provisions
FFI – Fair Vehicle Inspection
For profitable vehicle dealerships, workshops and services
businesses
We ensure for a head start through knowledge: when receiving the
customer, with the complete vehicle inspection, the menu-assisted
process, the transparent result documentation, the cross-interface
data exchange, training tailored to your needs as well as classic
services, such as project planning, service, assembly and maintenance. For all your business areas.
1 Technical training
2 Coaching “Training on the job“
3 Data management
4 Payback period
5 Modern vehicle inspection
6 POS “Point of sale” assisted
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FFI Fair Vehicle Inspection – The MAHA Service Provisions
Technical training
1.1 Concept presentation
In the concept presentation, the new
check-in concept is introduced to the owner
and the service consultants.
1.2 Working the equipment
The theoretical part is followed by a practical part at the existing reception, using the
available equipment.
1.3 Individual adjustments and settings
The MAHA test data software can be individually adapted to car dealerships, workshops and service businesses. Processes
or the execution of the reception can be
configured.
1.4 Open questions
The coach, the service consultants and the
owners discuss “open points” and clarify the
implementation.
Fully-automatic test process - Software
Automatic test process and full transparency of the vehicle components to be measured
Test report for workshop order or customer
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FFI Fair Vehicle Inspection – MAHA Service Provisions
Coaching “Training on the job“
2.1 Concept coordination with owner
Prior to the training with the equipment
and the coaching, the concept is again
introduced to the owner or investor and
fine-tuned.
2.2 Discussion of concept with service consultants
After the concept has been clarified, the
service consultants are included and the
further course of action is discussed.
2.3 Including customer reception
2.4 Actual reception (tour)
For the consistency of the concept, the customer reception must also be integrated, in
order to guarantee professional scheduling
of appointments.
The service consultant and the owner
perform a so-called “Actual reception”.
The owner shows the coach the current
processes in the dealership.
2.5 Entrance
(first perception)
The entrance, the outside view as well as
the parking and guiding systems for the
direct reception, make up the first impression and perception of the customer and are
therefore of special importance.
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FFI Fair Vehicle Inspection – The MAHA Service Provisions
2.6 Reception outside of business
hours
A key safe with drawers is available for
vehicle receptions and collections outside
of business hours. This facilitates scheduling and creates additional customer
satisfaction.
2.7 Reception and sales rooms
2.8 Scheduling of appointments
2.9 Service sales
All customer communication options, e.g.
customer welcoming via multi-media screen
including appointment and dialogue reception allocation, should already be integrated
into the reception area.
Here, the coach focuses on professional
and smooth scheduling, as well as on greeting and addressing the customer.
Showrooms and parts sales are profitable
fields and should be available according to
customers’ needs.
2.10 Check-in capacity
Current processes and the associated
capacity of the direct reception are analysed.
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FFI Fair Vehicle Inspection – MAHA Service Provisions
2.11 Workshop planning and capacity
Following the vehicle inspection, the procedure in the workshop and the related repair
processes are focused on.
2.12Role reversal Coach as a service
consultant
The coach takes the role of the service
consultant, and the service consultants
“play” customers.
Already here, the service consultants will
recognise first changes in the process.
2.13 Coach guides the service consultant
2.14 Feedback for service consultants
In the next customer reception, the coach
guides the service consultant as a silent
observer,
Thereafter, a feedback discussion is held
with the service consultants in order to find
out how they feel about the “new” processes
and to eliminate any concerns.
2.15 Data collection, action plan
2.15 Business plan coordination
Service consultants and owners (investors) are trained in the input
of direct reception runs, including turnover etc. by means of an
online data collection tool. A relevant action plan is available at the
next coaching date
In consultation with the decision-makers, a business plan is created,
using the results of the action plans and the observations from the
coaching.
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FFI Fair Vehicle Inspection – The MAHA Service Provisions
Data management
3.1 Login dealership
The owner, the service consultant
and the coach each receive a login
to enter direct receptions into the
data collection tool on a daily basis.
3.2 Choosing dealers
3.1
3.2
For dealership fleets, you can first choose
from the service businesses for which you
have entered information.
3.3 Dealership overview page
On the following overview page you receive
all relevant information about the selected
dealership or service business.
3.4 Coaching program contact person
During coaching, you can call up appointments as well as comprehensive information
about your personal coach.
3.3
3.4
3.5 Data entry by service consultant
Here, the service consultant enters direct
reception activities on a daily basis. After
a short period of time, conclusions from
vehicle through-puts including additional
sales and revenues can be analysed.
3.6 Individual action plan
Together with the service consultants and
the owner, action plans for the dealership
are created from the statistical analyses
and the on-site observations of the coach.
Thereafter, these form the basis for the
creation of an effective business plan.
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FFI Fair Vehicle Inspection – MAHA Service Provisions
Payback period
We make sure that you reap the rewards of your investments
Average
throughput
per day
DR (direct
reception)
rate
12
60 %
12
70 %
12
80 %
100 €
We increase the yield and degree of utilisation of professional FFI
components.
Additional turnover per
annum through
introduction of DR
(with 220 workdays)
Average
throughput
per day
DR (direct
reception)
rate
Additional turnover
per vehicle
with DR
100 €
158,400 €
4
60 %
100 €
5,.800 €
100 €
184,800 €
4
70 %
100 €
61,600 €
211,200 €
4
80 %
100 €
70,400 €
Additional turnover
per vehicle
with DR
Significant additional turnover with average direct reception rate
Also suitable for smaller service businesses
Before coaching
Customer loyalty index
After coaching
Delta Δ
90
108
18
Overall satisfaction
07 Mar
10.0
+2.7
Recommendation
10 Aug
11 Jul
+0.9
Customer treatment
82
98
16
Explaining work prior to performance
07 Jan
08 Aug
+1.7
Friendliness of service employees
09 Jan
10 Jun
+1.5
+0.6
Accommodating concerns/wishes
8 Jul
09 Mar
Technical advice
07 Sep
10 Jun
+2.7
Discussing the work on the vehicle
85.7%
94.1%
+8.4%
Recommendation, maintenance/repair
48.4%
54.8%
6.40%
Trustworthiness of the staff
---
09 Apr
---
Processes
110
114
4
93.8%
96.4%
+2.6%
Replacement vehicle offered
Communication price/performance
Price-performance ratio
Explaining the invoice/work performed
Quality of repairs
Repeat repair
Correct performance of work
8
Additional turnover per
annum through
introduction of DR
(with 220 workdays)
64
79
15
05 Apr
8.0
+2.6%
7.5
07 Sep
+0.4
110
120
20
6.5%
0.0%
-6.5%
07 Sep
09 Apr
+1.5
Top 20% in
Germany
FFI Fair Vehicle Inspection – The MAHA Service Provisions
Modern vehicle inspection
5.1
5.4
5.2
5.6
5.3
5.5
5.7
5.1 Scheduling an appointment
5.4 Visual defects – Part 1
5.6 Axle damping test, front axle
The customer makes an appointment for the
inspection of his/her vehicle by telephone
or via the dealership’s website.
First functional checks, such as the lighting of the MIL lamp, the functioning of the
windscreen wiper or any cracking in the
windshield are performed in the vehicle.
When the consultant and customer drive
into the dialogue reception, the front axle of
the vehicle drives on to the axle-damping
tester which triggers the automatic testing
process.
5.2. Customer received by service consultant
The reception master or service employee
receives the customer with a tablet PC and
an open repair order.
5.3 Joint collection of the vehicle
On the way to the vehicle, first external
impressions of the vehicle are determined
together.
5.5 Reading the error code during
entry
Before discussing the visual defects from
Part I, the service consultant connects the
PTI tool to the OBD socket. The error codes
are immediately transferred to the test data
software. Defects in safety-relevant components are captured digitally, avoiding an
incomplete analysis.
5.7 Brake testing, front axle
In the next step of the inspection, the
braking effectiveness of the front axle is
assessed, from left to right and including
the difference.
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FFI Fair Vehicle Inspection – MAHA Service Provisions
5.10
5.8
5.11
5.13
5.9
5.12
5.14
5.8 Tire tread depth measurement,
front axle
When driving over the tread depth gauge
at a maximum speed of 8 km/h, the tread
depth of the front axle is measured within
seconds; in addition the principal grooves
and the secondary grooves of the tread
surface are differentiated.
5.9 Axle damping test, rear axle
The rear axle is next. The effectiveness of
the shock absorbers is measured in approx.
50 seconds.
5.10 Brake testing, rear axle
5.13 Visual defects – oil, liquids
Brake efficiency including difference are
reliably determined.
The engine compartment is also inspected
together with the customer and checked for
any leaks and any kind of escaping liquids.
Defects to any current-carrying elements
are also determined.
5.11 Tire tread depth measurement, rear
axle
After the rear axle has driven over the
measuring slit of the tread depth gauge,
the measurement results are transferred
to the system and already allow for a first
assessment of the condition of the vehicle.
5.12 Headlight alignment
The owner of the vehicle is present during
the analysis and experiences the professional inspection and alignment of the
headlights in live action.
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5.14 Visual defects – warning vest, first
aid kit
An additional walk around the vehicle
includes the capturing of the optical look of
the vehicle and checks for objects that must
be carried in the vehicle, which are essential
for the securing of an accident scene or
when travelling to neighbouring countries.
FFI Fair Vehicle Inspection – The MAHA Service Provisions
5.17
5.15
5.19
5.16
5.15 Visual defects – shock absorber
At an ergonomic height, the shock absorbers are inspected for visual defects such
as leakages.
5.16 Visual defects – wheels and tires
Wheels, tires as well as rims are inspected
for damages, cracks or abnormalities such
as wear patterns.
5.18
5.20
5.17 Visual defects – joints, exhaust
system
5.19 Visual defects – general condition
of the vehicle
Leaks in exhaust systems, after-treatment
systems as well as bearing elements are
viewed and any defects are captured in
the test report.
When lowering the lift, the service consultant explains the general condition of
the vehicle and already points out vehicle
defects.
5.18 Visual defects – axle play
5.20Final consultation, repair order
By using a radio hand lamp and moving
the steering, the axle and joint play tester
integrated in the runway, checks the axle
play, the tie rods and joints for wear and tear.
The test report as well as the signature
on the repair and workshop order, ensure
clarity with respect to the order and the
repair. No follow-up calls or renegotiations
are necessary, which significantly increases
customer satisfaction.
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FFI Fair Vehicle Inspection – The MAHA Service Provisions
POS assistance
Faire Fahrzeug Inspektion
präventiv, transparent und erlebnisorientiert
 Elektronikprüfung (Onboard-Diagnose)
● Ermöglicht eine effiziente Elektronikprüfung
im Rahmen der „Periodischen Technischen
Fahrzeugüberwachung (PTI)“ oder bei deren
Vorbereitung
● Überprüfung der sicherheitsrelevanten Steuergeräte
● Automatische Datenübernahme von FINNummer, km-Stand, etc.
 Achsdämpfungsprüfstand
 Rollen-Bremsprüfstand
In den besten Händen
● Schnelle, physikalische Überprüfung der
Achsdämpfung
● Auswertung nach dem Lehrschen Dämpfungsmaß „D“
● Automatischer Prüfstandstart nach Belastung
beider Prüfplatten
● Vollautomatischer Prüfablauf
● Automatische Ermittlung von Achs- und Fahrzeuggewicht
● Vorbereitet für frequenzgesteuerte Geräuschsuche
● Vollautomatischer, menügeführter Prüfablauf
● Digitale Messwertaufnahme und -speicherung
● Modular aufgebaute Prüfdatensoftware EUROSYSTEM
● Patentierte, korrekte Allradprüfung
● Robuste, servicefreundliche Technik
● Netzwerkfähig – ASA network, GIEGNET,
MCTC…
● Die qualifizierten Mitarbeiter im Autohaus nehmen Ihr Fahrzeug genauestens
unter die Lupe und stehen für Fragen rund um Ihr Automobil zur Verfügung
 Messprotokoll
● Serviceberater und Fahrzeughalter inspizieren gemeinsam das
Kundenfahrzeug
 Scheinwerfer-Einstellung
 Diagnosesystem für Reifenprofiltiefe
 Eingangsachsvermessung
 RCI – Responsive Communication Interface
● Hohe Messgenauigkeit durch die Vermessung
des Latsch-Bereiches
● Darstellung und Unterscheidung von Hauptund Nebenprofilrillen
● Tiefe und schmale Profilrillen werden zu 100%
ausgeleuchtet
● Das Messvolumen umfasst bis zu 40.000
Messpunkte
● Unbegrenzte Kontrollhäufigkeit
● Kundenfreundliche Darstellung aller Messergebnisse auf Bildschirm und Messprotokoll
● Perfekt eingestellte Fahrwerkskomponenten
verhindern den vorzeitigen Reifenverschleiß
● Schnellvermessung unter 90 Sekunden
● Selbstzentrierende Radklammern ohne Felgenkontakt
● Freistehende Kameraträger, ideal für Durchfahrtarbeitsplätze
● Modular aufgebaute und Plattformunabhängige Tablet-Lösung
● Anbindung an Dealer Management System
(DMS) und Customer Relationship Management (CRM)
● Einbindung des elektronischen Fragebogen
gemäß OEM Vorgabe
● Webbasierte Vernetzung ermöglicht Zugriff
auf alle für den Annahmeprozess relevanten
Anwendungen
● Anzeige der EUROSYSTEM FFI Messdaten
in Echtzeit
● Schnelle und präzise Überprüfung der Scheinwerfereinstellung
● Digitale Messwertaufnahme und Bewertung durch integrierte Steuerelektronik
● Vorbereitet für heutige und zukünftige Scheinwerfersysteme
● Bedienerfreundliche
Menüführung über
LCD-Grafikdisplay
● Elektronischer Niveauausgleich bei bauseitigen Unebenheiten
www.maha.de
FAIR VEHICLE INSPECTION
6.1 Concept poster, DIN A1
FFI-Inspection-AWARD
Gold:
6.2 Customer flyer, B6
5000 service check-ins
Silver: 3000 service check-ins
Bronze:1000 service check-ins
Certificate, badges and annual “Inspection Award” competition for the best
service consultants.
6.3 Service consultants’ qualifications
GLOBAL PLAYER
... in more than 150 countries worldwide
● MAHA Maschinenbau Haldenwang GmbH & Co. KG
Hoyen 20 · 87490 Haldenwang · Germany
Tel.: +49 8374 585 -0 · Fax: +49 8374 585 -497
Internet: www.maha.de · E-Mail: [email protected]
Subsidiaries
Australia
Brazil
Canada
Chile
China
France
India
Ireland
Japan
New Zealand
Philippines
Poland
Russia
Serbia
Singapore
Spain
South Africa
Thailand
UK
USA
Vietnam
West Africa
BRS12701-en 02 · Subject to change without notice! The illustrations also show options which are not standard equipment.
WE ADVISE – YOU DECIDE