1 FFI - Fair Vehicle Inspection... the services provided Testing & Safety Technology... for a rapid and sustainable return on your investment!
2 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 2
3 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 3
4 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 For the consistency of the concept, the customer reception must also be integrated, in order to guarantee professional scheduling of appointments. 2.4 Actual reception (tour) 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. 4
5 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 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. 2.8 Scheduling of appointments Here, the coach focuses on professional and smooth scheduling, as well as on greeting and addressing the customer. 2.9 Service sales Showrooms and parts sales are profitable fields and should be available according to customers needs Check-in capacity Current processes and the associated capacity of the direct reception are analysed. 5
6 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 Role 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 Coach guides the service consultant In the next customer reception, the coach guides the service consultant as a silent observer, 2.14 Feedback for service consultants 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 Data collection, action plan 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 2.15 Business plan coordination In consultation with the decision-makers, a business plan is created, using the results of the action plans and the observations from the coaching. 6
7 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 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 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. 7
8 FFI Fair Vehicle Inspection MAHA Service Provisions Payback period We make sure that you reap the rewards of your investments We increase the yield and degree of utilisation of professional FFI components. Average throughput per day DR (direct reception) rate Additional turnover per vehicle with DR 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 Additional turnover per annum through introduction of DR (with 220 workdays) % , % , % ,200 Significant additional turnover with average direct reception rate 4 60 % 100 5, % , % ,400 Also suitable for smaller service businesses Before coaching After coaching Delta Δ Customer loyalty index Overall satisfaction 07 Mar Recommendation 10 Aug 11 Jul +0.9 Customer treatment Explaining work prior to performance 07 Jan 08 Aug +1.7 Friendliness of service employees 09 Jan 10 Jun +1.5 Accommodating concerns/wishes 8 Jul 09 Mar +0.6 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 Apr --- Processes Replacement vehicle offered 93.8% 96.4% +2.6% Communication price/performance Price-performance ratio 05 Apr % Explaining the invoice/work performed Sep +0.4 Quality of repairs Repeat repair 6.5% 0.0% -6.5% Correct performance of work 07 Sep 09 Apr +1.5 Top 20% in Germany 8
9 FFI Fair Vehicle Inspection The MAHA Service Provisions Modern vehicle inspection Scheduling an appointment The customer makes an appointment for the inspection of his/her vehicle by telephone or via the dealership s website 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. 5.4 Visual defects Part 1 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. 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. 5.6 Axle damping test, front axle 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. 5.7 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. 9
10 FFI Fair Vehicle Inspection MAHA Service Provisions 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 Brake testing, rear axle Brake efficiency including difference are reliably determined 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 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 Visual defects oil, liquids 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 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. 10
11 FFI Fair Vehicle Inspection The MAHA Service Provisions Visual defects shock absorber At an ergonomic height, the shock absorbers are inspected for visual defects such as leakages Visual defects wheels and tires Wheels, tires as well as rims are inspected for damages, cracks or abnormalities such as wear patterns 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 Visual defects axle play 5.20 Final 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. 11
12 Ermöglicht eine effiziente Elektronikprüfung im Rahmen der Periodischen Technischen Fahrzeugüberwachung (PTI) oder bei deren Vorbereitung Überprüfung der sicherheitsrelevanten Steuergeräte Automatische Datenübernahme von FIN- Nummer, km-stand, etc. 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 Messpunkte Unbegrenzte Kontrollhäufigkeit Kundenfreundliche Darstellung aller Messergebnisse auf Bildschirm und Messprotokoll 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 Perfekt eingestellte Fahrwerkskomponenten verhindern den vorzeitigen Reifenverschleiß Schnellvermessung unter 90 Sekunden Selbstzentrierende Radklammern ohne Felgenkontakt Freistehende Kameraträger, ideal für Durchfahrtarbeitsplätze Vollautomatischer, menügeführter Prüfablauf Digitale Messwertaufnahme und -speicherung Modular aufgebaute Prüfdatensoftware EURO- SYSTEM Patentierte, korrekte Allradprüfung Robuste, servicefreundliche Technik Netzwerkfähig ASA network, GIEGNET, MCTC 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 Die qualifizierten Mitarbeiter im Autohaus nehmen Ihr Fahrzeug genauestens unter die Lupe und stehen für Fragen rund um Ihr Automobil zur Verfügung Serviceberater und Fahrzeughalter inspizieren gemeinsam das Kundenfahrzeug 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 FFI Fair Vehicle Inspection The MAHA Service Provisions POS assistance Faire Fahrzeug Inspektion präventiv, transparent und erlebnisorientiert Elektronikprüfung (Onboard-Diagnose) Achsdämpfungsprüfstand Rollen-Bremsprüfstand In den besten Händen Messprotokoll Scheinwerfer-Einstellung Diagnosesystem für Reifenprofiltiefe Eingangsachsvermessung RCI Responsive Communication Interface 6.1 Concept poster, DIN A1 FAIR VEHICLE INSPECTION WE ADVISE YOU DECIDE FFI-Inspection-AWARD GLOBAL PLAYER... in more than 150 countries worldwide Subsidiaries Australia Brazil Canada Chile China Gold: 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 France India Ireland Japan New Zealand Philippines Poland Russia Serbia Singapore Spain South Africa Thailand UK USA Vietnam West Africa 6.2 Customer flyer, B6 MAHA Maschinenbau Haldenwang GmbH & Co. KG Hoyen Haldenwang Germany Tel.: Fax: Internet: BRS12701-en 02 Subject to change without notice! The illustrations also show options which are not standard equipment.